Automatic Call Distribution Software

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Showing 1 - 20 of 121 products
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Showing 1 - 20 of 121 products

Avaya OneCloud UCaaS

Avaya OneCloud UCaaS (formerly (formerly Avaya Aura Contact Center)) is a cloud-based and on-premise call center solution that caters to all businesses across various industries. The solution allows users to offer personalized int...Read more

4.43 (67 reviews)

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3CLogic

3CLogic’s Cloud Contact Center Solutions offers applications to manage inbound, outbound, blended or multi-channel communications. The solution is suitable for call centers of all sizes. 3CLogic is able to manage internal and...Read more

4.31 (49 reviews)

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8x8 Contact Center

Virtual Contact Center by 8x8 is a cloud-based call center solution for small to midsized businesses. In addition to call center functionality, this solution also supports other interaction mediums such as voicemail, email, web ca...Read more

4.05 (21 reviews)

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AireContact

AireContact is a web-based inbound, outbound, and blended call center solution for small and mid-sized businesses. It's a fit for companies in almost any industry....Read more

0.00 (1 reviews)

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ChaseData CCaaS

ChaseData CCaaS offers cloud-based, standalone call center functionality with customer service and support built into the solution. It’s designed for outbound, inbound and blended call center teams. Dialing capabilities inclu...Read more

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Nextiva Call Center

Nextiva offers a robust call center solution for business large and small. Nextiva Call Center allows companies to deploy a contact center in the cloud for inbound and outbound calling campaigns. Smaller organizations can now acce...Read more

4.25 (64 reviews)

5 recommendations

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Talkdesk

Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) a...Read more

4.54 (675 reviews)

6 recommendations

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VanillaSoft

VanillaSoft is a sales and marketing automation tool that also includes features for telemarketing. This makes it an ideal fit for those who specialize in inside sales. It can be accessed from anywhere because it's web-based. ...Read more

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bxp software

bxp software is a web-based, modular customer management solution that offers applications for customer service, call center, and help desk, among others. Developed for simple and multi-channel users....Read more

4.20 (5 reviews)

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crmConnect

crmConnect is a cloud-based customer relationship management platform suite that includes tools to manage sales automation, field service, customer support, social CRM, call center and channel management. With crmConnect, c...Read more

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Software pricing tips

Read our Automatic Call Distribution Systems Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

OptifiNow

For mid-size and large companies in the Banking, Insurance, and Software industries, OptifiNow provides a Sales Management, Marketing Automation, and CRM system that provides a host of features, including reporting capabilities....Read more

0.00 (5 reviews)

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PIMS Dialer

The PIMS Dialer is flexible, scalable, and secure. It’s a cloud-based application, and the servers are housed in a state-of-the-art facility that’s operated around the clock, delivering extremely reliable uptime. Companies can cus...Read more

4.48 (21 reviews)

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MiContact Center

Mitel MiContact Center is a hybrid contact center solution that caters to businesses across various industries such as hospitality, healthcare, government, education and service providers. The solution can be accessed via web brow...Read more

4.00 (3 reviews)

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Connect First

Connect First is a cloud-based contact center solution, which provides users various applications such as multi-channel contact management, automated call distribution (ACD), interactive voice response (IVR), computer telephony in...Read more

4.48 (52 reviews)

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Huawei eSpace Contact Center

Huawei eSpace is a unified communications (UC) solution that can support up to 50,000 users at multiple sites, and offers UC features and secure virtual private network (VPN) connections on mobile devices....Read more

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Genesys Cloud CX

Genesys Cloud CX creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use...Read more

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Vonage Contact Center

NewVoiceMedia’s tight integration with Salesforce is reflected in its AppExchange 5-star rating and the large number of positive reviews. The solution is designed to work in tandem with Salesforce capabilities and data to deliver ...Read more

4.35 (61 reviews)

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Ringio

Ringio is a cloud-based call center management solution that features a CRM dialer, call routing, analytics and more. It’s used by sales teams in many industries such as healthcare, media, non-profit and banking. The system c...Read more

3.50 (6 reviews)

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CallPro CRM

CallPro CRM is a cloud-based sales and marketing solution that comprises email marketing, customer relationship management, lead profiling, website tracking, and outbound calling functionalities. It has the ability to build campai...Read more

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Clarity Connect

Clarity Connect is a call center management solution suitable for concurrent users and for organizations across a variety of industries. Clarity Connect is a contact center solution that runs on the Skype for business It help...Read more

3.67 (9 reviews)

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Popular Automatic Call Distribution Systems Comparisons

Buyers Guide

Last Updated: March 11, 2022

Most callers don’t like being placed in a queue, but consider the alternative: to simply let them wait indefinitely on hold. Most of us can guess what the outcome of that strategy will be.

Moreover, if the call is placed to one of your business’s main numbers rather than an employee’s dedicated number, how will you ensure that the call on hold is answered by one of your available employees?

Automatic call distribution is a capability both of integrated call center suites and standard business phone systems that solves these problems by enabling call queueing and rules for routing calls from the queue to your employees.

We’ll answer the following questions you might have about automatic call distribution:

What is an Automatic Call Distribution System?
Which Kinds of Systems Offer ACD?
Common Functionality of Automatic Call Distribution Software
What Type of Buyer Are You?

What is an Automatic Call Distribution System?

Essentially, a phone system or call center system with ACD capabilities parks incoming calls in a "call queue" and then routes them to call center agents or employees as they become available.

This ensures that calls get answered in the order that they come in, minimizing the time that callers wait on hold.

Moreover, because calls are routed to available personnel instead of being blindly routed to a line regardless of whether someone is there to answer, ACD ensures that your business answers far more calls.

 

Which Kinds of Systems Offer ACD?

Without ACD, you don’t have the option of call queueing—all callers will have to wait on hold. Because of this, ACD is used in nearly any business with a main company number or a toll-free number answered by multiple employees.

ACD is included in nearly all business phone systems, except for the most basic and stripped-down small business offerings on the market.

Call centers, in which large groups of agents spend long shifts answering inbound calls, have specialized ACD requirements. Thus, call center suites offer far more advanced ACD capabilities than most business phone systems, particularly when it comes to call routing.

Let’s take a look now at some of the specific features of advanced ACD systems.

Common Functionality of Automatic Call Distribution Software

A queue dashboard in 8x8 tracks metrics for calls in various queues (highlighted in red)

The core functionality of an advanced ACD system is to route calls based on pre-defined rules, whereas simpler ACD systems merely route the caller who’s waited the longest to the first available employee.

One common form of ACD used in call centers. With skills-based routing in place, call center agents are first assigned to groups based on skills (e.g., a sales team, a billing support team, a technical support team etc.). When a caller selects that they need “sales” or “support” in the system’s menu, the call is then routed to the right team, instead of just being sent to the first available agent in any team.

How ACD Directs Incoming Calls

Even more advanced systems are capable of routing calls based on algorithms that factor in historical data collected by the call center system. For instance, calls can be routed to the best-performing agents (as determined by historical metrics), or to the agent who’s been waiting the longest between calls if multiple agents are available.

Factors used to route calls can include:

  • The number the caller dialed
  • Caller selections within the company’s interactive voice response (IVR) system
  • Caller profile data stored in the company’s CRM or call center system
  • Agent skills
  • Agent idle time
  • Agent performance metrics
  • Caller ID data
  • Geographical information
  • Time of day or day of week

Call center ACD systems also offer advanced options when it comes to reporting and queueing, such as:

Usage data capture Allows users to gather data such as the number of incoming and outgoing calls, average time on call, average wait time and more. This information can be analyzed for reporting and used to populate agent scorecards.
Virtual queueing Allows callers to avoid waiting on hold by entering their numbers to receive a callback when it’s their turn. This reduces customer frustration and wait times.
Differentiated call queues ACD software users can create multiple call queues and have the ability to transfer callers between them. For example, a company may create one queue for support and one for sales, then transfer callers based on the purpose of their calls.

Virtual queueing, also known as callback, offers a dramatically improved waiting experience for callers, as we explain in our report on the subject. However, it’s still far from being a universally included feature in ACD modules, so make sure to mention it in your Request for Information (RFI).

What Type of Buyer Are You?

At the very least, most businesses are going to need basic ACD. Thankfully, the ability to create call queues is a nearly universal feature in business phone systems.

The need for an advanced ACD system depends on a company’s volume of calls and whether those calls need to be routed in a specific way. Almost all buyers of advanced ACD solutions are call centers.

Here are some specific recommendations about the kinds of ACD capabilities that different businesses will need:

Small businesses with fewer than 10 employees needing to place calls in queues can simply use a small business phone system. Small business systems generally offer ACD or at least “hunt groups,” i.e. the capability to group lines together so that multiple lines ring at once for a single inbound call.

Very small call centers can get by with basic hunt groups rather than advanced ACD by using a “round-robin” approach. In this routing scheme, calls are delivered sequentially to different employees. For instance, once employee A’s line rings, the next call is sent to employee B, then C etc.

Alternatively, some small call centers send calls to all agents at once, on the assumption that competition over who gets to answer is a motivating factor.

Call centers fielding a high volume of calls should implement an ACD system to manage a queue and distribute calls based on time-on-hold, caller data, agent skills and more.

Outbound and inbound call centers with an IVR should use an ACD to route calls. Outbound campaigns utilizing IVR menus require that you have ACD in place in order to properly route calls based on recipients’ IVR selections.

Complex sales and support teams that need calls to be routed to various departments should use an ACD’s skills-based routing capabilities.

Virtually all of the call center systems listed on Software Advice offer an ACD system, in addition to the standard business phone systems we list. Explore our product profiles to find the solution that works best for your needs.