Best Automatic Call Distribution — ACD system for Business

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Best Automatic Call Distribution — ACD system for Business

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What is an Automatic Call Distribution System?

If you are a business that values improving the customer experience, especially when it comes to business phone calls, an ACD phone system could be right for you.

ACD is short for automatic call distribution, a computer telephony integration that helps your phone system route incoming calls. The system directs inbound calls to the appropriate team member.

A well-thought-out routing strategy can make all the difference for your phone system. An ACD system works hand in hand with an IVR system, which you can read more about here.

Once the IVR system determines the purpose of the call, the ACD system works as the distribution method to initiate the call routing. Having one service capable of handling both parts of the process is crucial to developing an integrated phone strategy.

An ACD system works to help contact centers reduce hold times, helping to improve the customer experience.

Automatic Call Distribution
ACD System

The Right System, That Works How You Need it To.

One size doesn’t fit all, which is why we give you the option to set up your ACD system the way it will work best for your team.

Fixed Order

Team members are arranged in a customizable fixed order, and calls are routed based on the list order.

Simultaneous Distribution

Significantly reduce waiting time by notifying all team members at once about an inbound call. The first team member to respond will handle the call.


Calls will only alert available team members, and if none are open the call will be sent directly to voicemail.

Team Member Based

This skills-based distribution system will prioritize team members based on pre-determined skill sets, such as expertise or efficiency.

Say goodbye to excessive wait times, and empower your inbound call process through ACD.

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How an Effective ACD System Improves the Phone Communication

Optimize Team Effectiveness

An ACD system helps direct the flow of inbound calls, in a way that maximizes your team’s time.

Upgrade Team Training

Direct appropriate calls that can be handled by new team members, or assist on more advanced calls with plenty of features to help coach and assist new team members.

Increase Revenue

Effective call routing leads to qualified team members handling important calls, helping to improve your sales strategy. An ACD system also works to reduce cost per call, helping you to get the most out of your phone communication.

Improve Customer Experience

Waiting times may be hurting your customer satisfaction levels. With an ACD system, you can reduce your hold times, and help your customers quicker.

Yodel has tailored the best ACD experience for you (Why us?)

  • Intelligent IVR — Start your ACD process by routing callers based on what they are saying, instead of selecting numbers from a menu.
    Call Routing using IVR
    Call Routing using IVR
  • Call Queueing — If no one is available, calls can be quickly added to a queue until they can be answered.
  • Call Monitoring — Information about active calls is conveniently displayed to help keep your entire team connected.
  • Call Whispering — Share relevant information with team members who are currently on a call, without interrupting.
  • Call Commenting — Make notes about active calls that are shared in real-time to assist team members on a call.
  • Call Filters — Another easy way to direct calls to the appropriate team member, and to block calls that aren’t relevant to your business.
  • Virtual Phone System — A cloud-based telephone system that is able to offer you all the capabilities of a traditional phone, and added advanced features.
  • Integrations — Integrate your ACD system into tools your team is already using, such as your CRM software or ticketing tools.
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Making the Switch Has Never Been Easier!

Steps to create an account in

  1. Create Your Trial Account And Receive A Phone Number

    Easily filter to find specific area codes and countries. With 70 different country codes to choose from, you will be able to find a number that fits your business needs.

  2. Invite Your Team Members And Assign Roles

    Designate Admin, Member, and Guest roles to help your team have access to everything they need.

  3. Make And Receive Calls

    Take advantage of our Slack integration, or use our Web, Desktop, or Mobile apps! With plenty of options, your team can choose the system that works best for them!

  4. Track And Record Calls

    Use features such as call logs, and reports to monitor your call data.


Jenny Encheagaray
Jenny Encheagaray
Director of Concierge, Blueboard
Christopher Supnig
Christopher Supnig
Co-founder, appointmed
Tom Winter
Tom Winter
Co-Founder, Devskiller
Yodel has been a partner to us since day 1. As our Concierge Team has scaled over the years, so has Yodel's product. They've supported us in building meaningful relationships with our Recipients, which is part of our team's mission.

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