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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
Optimize contact handling
with universal queue
Increase productivity by
automating routine interactions
Reduce training needs
with an intuitive,
Automatic Call Distribution Features
Personalize customer experience
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.
Empower 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.
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.
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.
What is an Automatic Call Distributor?
An Automatic Call Distributor, also called automatic call distribution or ACD, is a software that allows contact centers to distribute inbound calls, emails, SMS, and social media messages to agents based on customer need and agent skill set. Instead of simply sending inbound requests to an available agent, ACD systems categorize calls and messages and then automatically check the system to see which available agent has the most relevant skills and experience to help the customer.