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automatic call distribution, ACD

Improve routing with

acd system

Ensure customer requests are routed
to qualified agents with automatic call distribution

CXone Automatic Contact Distributor (ACD) is a skills-based omnichannel routing engine that ensures that customer requests are routed to qualified agents or resolved with self-service. Our automated call distribution software provides a universal queue for real-time interaction management and a consolidated interface, with a seamlessly integrated IVR, for creating and maintaining routing strategies across all supported channels.


Increase customer satisfaction
with personlized interactions


Empower your customer
service teams


Optimize contact handling
with universal queue


Increase productivity by
automating routine interactions


Reduce training needs
with an intuitive,
drag-and-drop interface

Automatic Call Distribution Features

ACD system


CXone Omnichannel Automatic Contact Distribution (ACD) and a fully integrated Voice Portal including ASR and TTS ensure that data collected in the front-end are available throughout the customer journey.

  • Automate customer data collection
  • Easily pass data between IVR and ACD
  • Advanced CTI with each interaction
  • Create rich, sophisticated routing flows
acd software

agents to
delight customers

My Agent eXperience™ - MAX is a consolidated, context-sensitive agent interface designed for the streamlined handling of all contact center interactions.

  • Simplify transfers, consults, and conferences
  • Easy access to commonly-used transfers
  • Enable better agent self-management
  • Streamline integration with Enterprise UC solutions
automaticall call distribution

Connect customers
to the right agent

The CXone advanced skills-based routing engine is at the core of your contact center solution. It is consolidated across all supported channels, inbound and outbound, to ensure every interaction is handled by the best qualified agent in the least amount of time.

  • Advanced skills-based and data-directed omnichannel routing
  • Unified queue for inbound and outbound voice, callback, voicemail, email, chat, text/SMS, Social Media and Work Items.
  • Implement other channels such as fax, video or paper mail using Work Items
acd solution

Empower business
users with
skills-based routing

Business users do not need technical skills to adjust routing decisions based on real-time ACD and workforce optimization (WFO) statistics and can easily override routing strategies with a mouse click when emergencies or other unexpected situations occur.

  • Pre-defined routing components
  • Define business rules based on real-time ACD and WFO statistics
  • Activate routing flows with just a mouse-click
call center acd
acd solution software

Related Products

Self Service

Reduce your cost per
call by letting customers
choose the type of
help they want. 


Patented proactive outbound
dialer that generates
more revenue and
fewer hang-ups.

My Agent
eXperience (MAX)

A dynamic,
agent interface.

call center software demo

"One of our challenges was [multiple call-backs] check if an issue had been resolved. This tied up our agents and frustrated customers. With CXone, we can recognize if someone has made more than two calls per day and automatically route them to a higher skill level for specialized assistance. The agents know these customers have outstanding issues, so they’re keenly focused on resolution."

Lauren Gill
Client Experience Supervisor
NextGear Capital