{"id":171434,"date":"2019-03-26T15:08:07","date_gmt":"2019-03-26T22:08:07","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=171434"},"modified":"2026-01-12T22:05:41","modified_gmt":"2026-01-13T06:05:41","slug":"automatic-call-distribution-acd","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/automatic-call-distribution-acd","title":{"rendered":"ACD"},"content":{"rendered":"

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Capabilities<\/a><\/div>
AI-powered contact centre software<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=”5\/12″ el_class=”order-md-1 order-5″][vc_column_text css=””]<\/p>\n

Automatic Call Distribution (ACD)<\/h1>\n

Bring service strategies to life with a flexible ACD<\/p>\n

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Get started<\/a>Request a demo<\/a><\/div>[\/vc_column][vc_column width=”1\/2″ offset=”vc_col-sm-offset-1″][vc_single_image image=”609116″ css=”” rounded_corners=”rounded-lg”][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”5\/12″][vc_column_text css=””]<\/p>\n

Optimise every inbound interaction with ACD<\/h2>\n

Make sure that customer service inquiries are sent to the agent best able to solve the issue, every time. Artificial intelligence (AI)-powered call distribution directs interactions to the best available agent, increasing the quality of service and shortening handle time.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Leverage employees\u2019 proficiencies efficiently<\/h3>\n

Simplify the agent administration process with a dynamic agent that queues assignments based on skills and proficiency.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Reduce average handle time<\/h3>\n

Decrease average handle time and costs with intelligent ACD that expands agent skills.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Deliver a better customer experience<\/h3>\n

Poor resolution rates and long wait times impact customer satisfaction. Meet evolving expectations with smart routing decisions.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%5D”][vc_row][vc_column width=”5\/12″][vc_column_text css=””]<\/p>\n

Get flexible routing with an AI-driven ACD \u2013 no matter your business size<\/h2>\n

Interested in seeing what AI-powered ACD can do? Take the Genesys Cloud\u2122 product tour now.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″ offset=”vc_col-sm-offset-1″]

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Play<\/p><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%5D”][vc_row][vc_column width=”5\/12″][vc_column_text css=””]<\/p>\n

Boost business with a routing system that\u2019s simple and powerful<\/h2>\n

Customers expect businesses to be available on the channels they use every day. This means you can\u2019t just receive calls \u2013 your contact centre needs to take on messaging apps, social media, chat and more. With ACD from Genesys, you can engage with your customers anytime, anywhere, and select the routing model that works best for the customer based on your service strategy. [\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Get a comprehensive inbound call centre solution<\/h3>\n

Each component \u2013 ACD, interactive voice response, outbound, quality management and workforce management \u2013 is built to work together for simplicity, speed, cost savings and efficiency.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Route voice and digital communications seamlessly<\/h3>\n

Give employees integrated insights from past interactions across all channels so agents have all the context they need to facilitate smooth interactions \u2013 in one place.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Let contact centre agents work from anywhere<\/h3>\n

Agents can work from different offices, countries, and homes as part of a unified virtual team that\u2019s easy to manage and uses diverse skills and broader geographical reach.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Quickly set up the routing option that works best for you<\/h3>\n

Admins can easily set up and maintain routing parameters and methods in a single user interface, reducing service interruptions and training.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″ offset=”vc_col-sm-offset-1″][vc_single_image image=”608686″ css=”” rounded_corners=”rounded-lg”][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row content_placement=”middle”][vc_column width=”5\/12″][vc_column_text ct_style=”stat” css=”” ct_stat_link=”url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fstate-of-cx”]<\/p>\n

49%<\/h2>\n

of consumers value first-interaction resolution most, yet only one-third of CX leaders believe they\u2019re very effective at accomplishing it<\/p>\n

\u201cThe State of Customer Experience,\u201d Genesys, 2025[\/vc_column_text][\/vc_column][vc_column width=”1\/2″ offset=”vc_col-sm-offset-1″][vc_column_text css=””]<\/p>\n

Turn your ACD into an intelligent routing system<\/h2>\n

Customers contact you to get questions answered quickly. When they don\u2019t connect with the right expert the first time, customer satisfaction drops. They\u2019ll even switch channels until they get what they need. Blood pressure rises \u2013 and so do your costs.<\/p>\n

Break the cycle. A smart routing system can match customers with the right agent who has the right information. And that turns service problems into opportunities.<\/p>\n

When customers get what they need quickly, everybody wins. Both customers and employees are happier, which improves sales conversions and maximises the potential of employee resources.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section par_bg=”enable” background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D” el_class=”bg-cover bg-150-md bg-center bg-norepeat” css=”.vc_custom_1740963356468{background-image: url(https:\/\/www.genesys.com\/media\/capability-home-pill-background.png?id=542417) !important;}”][vc_row r_gutter_size=”gutter-small” background_color=”bgc-glass” equal_height=”yes” el_class=”py-3 px-1 px-lg-3 rounded mt-0″][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Flexible, AI-driven routing for every business<\/h2>\n

Choose the right agent, every time. From basic ACD to AI-driven strategies, Genesys gives you multiple ways to connect customers with the best help fast.[\/vc_column_text][\/vc_column][vc_column el_class=”mt-2″][vc_row_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

AI-driven routing<\/h3>\n

Attach selection data to each call. Enable business intelligence and AI to identify behaviours that become decisions, like skill combinations that improve first-call resolution.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Dynamic agent-queue membership<\/h3>\n

Improve routing effectiveness by using dynamic skills and proficiency expressions to link inbound call centre agents to queue membership. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Basic ACD routing<\/h3>\n

Keep routing simple at all types of call centres. Send interactions to the agent who\u2019s been idle the longest. If all agents are busy, send the interaction to the first available agent. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Skills-based routing<\/h3>\n

Match customers with agents who have the right expertise to resolve their issues quickly. Skills-based routing gets customers to the right agent the first time \u2013 no matter the channel.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Bullseye routing<\/h3>\n

Route interactions to a targeted group of agents with specific skills. If none are available, it relaxes the requested skills and automatically expands the agent pool. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Preferred agent routing<\/h3>\n

Select which agents should handle specific interactions based on the characteristics you specify. This could include skill set, responsibilities, or existing customer relationships. [\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row r_gutter_size=”gutter-small” background_color=”bgc-glass” equal_height=”yes” el_class=”py-3 px-1 px-lg-3 rounded mt-0″][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Enhance your routing for impact your business needs<\/h2>\n

Apply no-code business rules with rule-based decisioning (RBD), using customer profile, intent, priority, language or queue conditions to pick the right queue for each interaction. Protect SLAs, personalise with data, and extend with developer tools, all in Genesys Cloud ACD. Get smarter routing that scales with your business and elevates customer experience.[\/vc_column_text][\/vc_column][vc_column el_class=”mt-2″][vc_row_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Agile changes to strategy<\/h3>\n

With RBD, change rules in minutes without IT. Give more power to business teams.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Consistency throughout your ecosystem<\/h3>\n

Maintain a single ruleset across every channel, ensuring that customers get the same experience no matter how they engage.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Governance and accuracy<\/h3>\n

Versioning, validation, and auditing are built in. Context-aware routing allows for fewer transfers and more first-contact resolutions.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Conditional routing<\/h3>\n

Stay on top of service levels, even during demand spikes. Automatically borrow agents across queues to protect SLAs and improve utilisation with minimal admin effort.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Data-based routing modifications<\/h3>\n

Turn customer data into smarter decisions. Bring in CRM and back-end context to segment, prioritise, and personalise routing for stronger business outcomes.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Developer-friendly framework<\/h3>\n

Adapt routing to your unique needs. Use APIs, dynamic expressions, and external data to extend routing logic and build custom experiences.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

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\"Gartner<\/p>\n

2025 Gartner\u00ae Magic Quadrant\u2122 for Contact Centre as a Service<\/p>\n

Gartner named Genesys a Leader for the 11th consecutive year<\/p>\n<\/div>

Get the Gartner report<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>