Automatic Call Distribution (Inbound ACD Systems)

A 40-year Tradition of Remarkable Customer Experiences.

More than four decades ago, Aspect created the very first intelligent ACD system to power the inaugural call center flight booking system for Continental Airlines. Our customer interaction management solutions have grown by leaps and bounds, continuously adapting to today’s savvier consumers and ever-changing market needs.

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Connecting Customers with the Best Agents Across the Enterprise

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Make good use of unified communications and collaborative technologies to engage workers across the enterprise while simplifying business processes, Skills-based routing matches the most appropriate agent to each contact while specific agent recall delivers customers who follow up on their first contact to the same agent that handled the original interaction, Deliver informed, powerful interactions in and across every channel, turning routine interactions into strong customer connections.

Inbound ACD Routing and Queuing

Our contact center platforms make it easily to apply inbound routing for all contact types, including voice, email, chat, IM, social and SMS, increasing efficiencies when customers are looking for answers. Use any combination of ACD route and queue types to support and differentiate your customer service strategies.

  • Dialed number (DNIS)
  • Calling party identification (ANI)
  • Skills-based Routing
  • Dynamic Inbound Routing
  • Enterprise Routing and Queuing
  • Priority Routing and Queuing
  • Wait-time & Queue Position Notification
  • Queue Optimization & Scheduled Call Back
  • Abandoned Call Recuperation for Call Back
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“Our contact center is responsible for taking care of customers through their whole life cycle: enrollment, claims handling, and policy updates. We have always achieved a high level of customer retention and we think Aspect will help us keep and improve customer retention while we continue to grow.”

– Denise Connors, VP of Customer Care at Trupanion

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What is an ACD / Automatic Call Distribution?

Automatic call distribution (ACD) is used to direct incoming calls (or other channels) to the appropriate service agent. This particular system is designed to help make contact centers more efficient by using a set of automated rules to determine the appropriate representative for each caller.

Some of the rules that help ensure quality include geographic matching, customer self- selection by IVR or by routing a customer based on account ID or ANI.

An ACD strategy typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.