Automatic Call Distribution (ACD) Software | Call Routing Solution

Automatic Call Distribution (ACD) System

Route your customer calls to the best-suited agent with our automatic call distribution software



What is ACD?

An Automatic Call Distribution software or ACD intelligently routes incoming calls to agents based on predetermined conditions. The routing may depend on several parameters that are convenient for the business. For example, a caller who has selected English as their preferred language would be routed to only English speaking agents.

Call routing is the foundation of any call center software and is essential in streamlining customer communication.

Types of call routing


Sequential routing

In sequential call routing, the calls are routed to agents in a particular sequence that is already set. This could be based on factors like experience, skill set, language proficiency, etc.


Equal routing

In this type of call routing, calls are distributed equally in a round-robin fashion among the agents in a group. It ensures that no agent is burdened with too many calls.


Emergency routing

In the emergency call routing, the call is routed to an available agent, irrespective of their skill or proficiency. This is especially useful in the healthcare industry.


Preferred/ sticky agent routing

The caller is always connected to the preferred agent. This helps in quicker problem resolution as the agent has knowledge of the caller’s concern.

Advantages of an automatic call distribution system


Improved customer satisfaction

Since every call is routed to the right agent, it provides for faster response time, thereby improving customer satisfaction.


Increased productivity

Since all agents are assigned the calls that they have knowledge about, productivity is enhanced


Faster response to priority calls

ACD ensures a faster response to the calls that need immediate action by connecting to expert agents.


Connect agents globally

ACD helps in connecting a globally scattered team by connecting callers with the agent closest to the caller’s location.

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Asia’s most innovative companies use Exotel

Chirag Patel

Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.

Engineering Manager, 1mg

Shashank ND

We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.

Co-Founder & CEO, Practo

Prateek Jain

The number masking feature has been a very worthy addition to making our customer experience even better.

Former Associate Director - Driver Experience, Olacabs


Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.

Senior Manager - Operations and Strategy

Praveen Kumar

Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.

Assistant Vice President, Quikr Services

Satish Chugh

Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.

Senior Manager- Last Mile Design, Ekart


Why Exotel

There are multiple reasons why you should use Exotel’s Automatic Call Distributor software:


Superior quality

Excellent voice quality, great success rates, and reduced latency


Scale at ease

Grow at will, expand without worrying about infrastructure


Superior reliability

Best in class uptimes of 99.94% including operator uptimes


Easy to implement

Sign up and get started in less than 30 minutes, integrate easily using our REST APIs


Best-in-class support

24×7 customer support via phone, email and Twitter


Extensive reporting

Detailed, easy to understand reports sent every day


Which companies need to use ACD?

Companies that have customer-facing teams and receive calls on a regular basis stand to benefit from automatic call distribution.

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Which type of call routing should I use?

The type of call routing a business should use is determined by the requirements the business has. Get in touch with us to determine which call routing will be best for your requirements.

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What are the types of call routing?

Call routing has four types: Sequential call routing, equal call routing, emergency routing and sticky agent routing. Each of these serve a specific purpose and businesses can choose one based on their requirements.

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What is call routing?

Call routing is the process of redirecting calls to specific agents or departments based on a predefined set of rules and conditions.

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What are the advantages of using ACD?

The advantages of using ACD are quicker response times, increased customer satisfaction, increased productivity, and a decrease in call drops.

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What is ACD?

Automatic call distribution software or ACD is an intelligent call routing feature that routes calls to agents or departments based on predetermined conditions. It leads to efficient use of resources while ensuring quicker response times.

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