Automatic call distribution (ACD) is a call center technology used to automate and streamline inbound call routing and assignment to specific agents within your customer support teams. In simple words, it is a telephony system deployed in call and contact centers to route incoming calls to the best available agent in the queue. This results in shorter waiting times and quicker resolutions for callers and improved workforce optimization in contact centers.

Initially developed in the 1970s, ACD systems were designed to manage large volumes of calls efficiently, improving customer service by ensuring callers reach agents with relevant expertise, without waiting on hold for too long.