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workforce optimization

Improve Routing With

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omnichannel routing

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
service teams


Optimize contact handling
with universal queue


Increase productivity by
automating routine interactions


Reduce training needs
with an intuitive,
drag-and-drop interface

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.

  • Automate customer data collection
  • Easily pass data between IVR and ACD
  • Advanced CTI with each interaction
  • Create rich, sophisticated routing flows

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.

  • Simplify transfers, consults, and conferences
  • Easy access to commonly-used transfers
  • Enable better agent self-management
  • Streamline integration with Enterprise UC solutions

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.

  • Advanced skills-based and data-directed omnichannel routing
  • Unified queue for inbound and outbound voice, callback, voicemail, email, chat, text/SMS, Social Media and Work Items.
  • Implement other channels such as fax, video or paper mail using Work Items

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.

  • Pre-defined routing components
  • Define business rules based on real-time ACD and WFO statistics
  • Activate routing flows with just a mouse-click
Customer Testimonial

What our Customers Say

"With CXone skills-based routing, we increased our first-call resolution (FCR) from 74.4% to 80.83% in just one year!"

Lauren Crooks 
Client Experience Supervisor 
NextGear Capital 

View All Resources

call center software demo

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.

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your customer experience goals?

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