What is ACD?
Automatic Call Distribution is the algorithm that picks which agent answers an incoming call. Modern ACD goes far beyond round-robin: skills-based routing matches caller intent to agent expertise, attribute-based routing factors in CRM data, and AI-driven routing predicts who is most likely to close or resolve.
IVR + ACD
IVR (Interactive Voice Response) is the front-of-funnel — caller selects intent via touch-tone or voice. ACD is what happens after — distribution to the right agent or queue.