An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs often use a voice menu to direct callers based on the customer’s selection, telephone number, selected incoming line to the system or time of day the call was processed.
Computer telephony integration (CTI) and computer-supported telecommunications applications (CSTA) are intermediate software that can produce advanced ACD systems. Experts claim that “the invention of ACD technology made the concept of a call centre possible.