Best Automatic Call Distribution (ACD) Software
Best Automatic Call Distribution software are Knowlarity, Servetel, SparkTG, and CallHippo. It will help you distribute all the calls according to the load of each network without making the callers wait in the queue for a long time.
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List of 25 Best Automatic Call Distribution Software
Category Champions | 2025
Call center software for sales and support teams
Product Description
CloudTalk is a cutting-edge VoIP solution that transforms customer interactions. With over 70 features and seamless CRM integrations, it empowers teams to enhance efficiency, automate workflows, and deliver exceptional customer experiences globally. Elevate your business communication with CloudTalk. Read More About CloudTalk
CloudTalk Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Customizable Reporting
- Call Whispering
- CRM Integration
- Call Analytics
- Call Transfer
- Power Dialer
- Call Conferencing
- Call Recording
- View all Features
CloudTalk Features and Usability-Based User Satisfaction Score
Category Champions | 2025
The Virtual Phone System for Super Efficient Teams
Product Description
CallHippo is recognized as the ultimate VoIP-based virtual phone system, designed to effortlessly elevate your business productivity and enhance sales engagement to unprecedented levels. Read More About CallHippo
CallHippo Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- CRM Integration
- Call Transfer
- Call Recording
- Call Forwarding
- Voicemail
- Global Connect
- Team Collaboration
- Call Analytics
- View all Features
CallHippo Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Exotel is a business phone system that offers features like Smart IVR for your business. You can set up an efficient call routing/management/recording system in 5 minutes with a cloud telephony device. Read More About Exotel
Exotel Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Ivr System
- Real Time Notifications
- Number Masking
- CRM Integration
- Multi Level Ivr
- Sms Integration
- Api Integration
- Call Queuing
- View all Features
Dabbler
$ 139
Per 3 Months
Believer
$ 278
Per 12 Months
Influencer
$ 687
Per 12 Months
Exotel Features and Usability-Based User Satisfaction Score
Category Champions | 2025
ACD Software by Servetel Communications
Product Description
Servetel is the leading cloud telephony service provider in India that facilitates your business with cloud telephony solutions for all your needs. We spark your business communication with our economical, innovative, and handy cloud solutions. Read More About Servetel
Servetel Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Tracking
- Ivr System
- Call Recording
- Call Conferencing
- Toll Free Numbers
- Bulk Sms
- Number Portability
- Real Time Reporting
- View all Features
Servetel Features and Usability-Based User Satisfaction Score
Category Champions | 2025
Telephony Solution for Growing business
Product Description
SparkTG is a cloud-based contact center solution provider, trusted by many scaling startups & growing organizations. Apart from giving an exceptional experience to callers, it helps in complete contact center tracking with real-time dashboards, reports & recordings. Read More About SparkTG
SparkTG Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Number Masking
- Voicemail
- Click To Call
- Call Barging
- CRM Integration
- Call Analytics
- Call Conferencing
- Call Queuing
- View all Features
VCC Start Up
$ 14
User/Month
SparkTG Features and Usability-Based User Satisfaction Score
Emergents | 2025
Product Description
Avaya builds a better customer experience by improving Contact Center Operations. It streamlines contact center operations and increases agent productivity. Read More About Avaya
Avaya Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Remote Agent Support
- Skill Based Routing
- Call Back Functionality
- Predictive Dialer
- Quality Management
- Unified Communications
- Automatic Call Distribution (acd)
- Call Monitoring
- View all Features
Avaya Features and Usability-Based User Satisfaction Score
Emergents | 2025
Product Description
Ameyos call center software helps improve first call resolution, automatic call distribution, and reduces agents idle time significantly, thereby boosting overall productivity. Ameyo endows CX-rich solutions that are easy to access and agent-friendly, yet affordable. Read More About Ameyo Contact Center
Ameyo Contact Center Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Social Media Integration
- Quality Monitoring
- Ticketing System
- Sms Integration
- Automatic Call Distribution (acd)
- Real Time Analytics
- Chat Bot
- Omnichannel Support
- View all Features
Ameyo Contact Center Features and Usability-Based User Satisfaction Score
Emergents | 2025
Stay Connected with your Business, from Anywhere
Product Description
Knowlarity is a leading cloud telephony solutions provider in India, enabling streamlined business communication on the cloud. Switching to cloud solutions will upgrade the existing traditional contact center to a smarter virtual calling platform. Read More About Knowlarity
Knowlarity Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Multi Level Ivr
- Live Call Monitoring
- Call Tracking
- Call Queuing
- Toll Free Number
- Outbound Calling
- Call Recording
- Click To Call
- View all Features
Advance Plan
$ 233
Per Year
Premium Plan
$ 475
Per Year
Premium Plus Plan
$ 833
Per Year
Knowlarity Features and Usability-Based User Satisfaction Score
Emergents | 2025
The Virtual Phone System for efficient teams
Product Description
DialerHQ allows you to make calls and send messages from your second number without interacting with your personal number. For higher security, the conversations are completely private. Read More About DialerHQ
DialerHQ Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Forwarding
- Call Routing
- Call Conferencing
- Sms Integration
- Call Transfer
- Auto Dialer
- Call Whispering
- Api Integration
- View all Features
DialerHQ Features and Usability-Based User Satisfaction Score
Category Champions | 2025
Product Description
VoxDesk is a cloud-based contact center software program that supports users with call scripts, automatic calling, alerts, and more. Additionally, the platform provides capabilities like productivity monitoring, reporting and analytics, sales connectors, and more. Read More About VoxDesk
VoxDesk Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Back Option
- Call Whispering
- Workforce Management
- Skill Based Routing
- Intelligent Call Routing
- CRM Integration
- Call Transfer
- Call Barging
- View all Features
Monthly
$ 15
Per Month
VoxDesk Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Convoso is the best ACD software for call center management. It is a robust and reliable tool for the contact platform. Accelerate sales productivity by improving conversion time and delivering instant services. Read More About Convoso
Convoso Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Lead Management
- Real Time Reporting
- Ivr (interactive Voice Response)
- Call Monitoring
- Call Scripting
- Customizable Dashboards
- Automated Workflows
- Call Recording
- View all Features
Convoso Features and Usability-Based User Satisfaction Score
Contenders | 2025
Telecalling Software for Outbound & Inbound Calls
Product Description
Tele Calling Customer Management Software, Mumbai, India. Silver Surface has been in the field of Tele Marketing Software development in India for 9 years and has provided software solutions to customers. Read More About Silver Surface
Silver Surface Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Dnc Compliance
- Lead Management
- Agent Performance Tracking
- Call Monitoring
- Call Transfer
- Appointment Scheduling
- Ivr System
- Contact Database
- View all Features
Basic Plan
$ 1
Per Month
Silver Surface Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Kit19 is evolving every day to include more features and better functionality, aiming to use machine learning in a way that it starts to think like you while also considering the trends to suggest changes accordingly. Read More About Kit19
Kit19 Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Third Party Integrations
- Lead Management
- Integration With CRM
- Email Marketing
- Document Management
- Customer Segmentation
- Sales Performance Tracking
- Sales Forecasting
- View all Features
Starter
$ 208
Per Year
Silver
$ 556
Per Year
Golden
$ 833
Per Year
Enterprise
$ 1389
Per Year
Kit19 Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Ozonetel is an industry leader within the Customer Experience space. Ozonetel’s cloud telephony solution helps businesses manage all conversations across voice, chat, SMS, social media, and WhatsApp in one place. Read More About Ozonetel CloudAgent
Ozonetel CloudAgent Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Omnichannel Support
- Automatic Call Distribution (acd)
- Call Monitoring
- Predictive Dialer
- Call Scripting
- Voicemail
- Real Time Analytics
- Call Barging
- View all Features
Ozonetel CloudAgent Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
HoduCC Omnichannel offers a streamlined end-to-end communication solution. Its effective use of data allows a seamless experience across all channels, including Voice, Video, Email, SMS, Live Chat, and integration with Facebook, Twitter, WhatsApp for Business, and Instagram. Read More About HoduCC Contact Center
HoduCC Contact Center Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Queuing
- Omnichannel Support
- Call Scripting
- Call Recording
- Multi Tenant Support
- Agent Performance Reports
- Call Monitoring
- Call Whispering
- View all Features
HoduCC Contact Center Features and Usability-Based User Satisfaction Score
Contenders | 2025
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Best Auto Dialer Software in India | VS DIALER
Product Description
A program used to automate outbound calls is known as a call center dialer. It comes in several varieties, all of which are customizable and typically coupled with your CRM system. When you make numerous outgoing calls, a call center dialer is among the most... Read More About VS Auto Dialer
VS Auto Dialer Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- CRM Integration
- Lead Management
- Progressive Dialing
- Customizable Caller Id
- Answering Machine Detection
- Real Time Analytics
- Call Recording
- Local Presence Dialing
- View all Features
Standard
$ 28
Per Month
VS Auto Dialer Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
RingCentral is the award-winning ACD software for communication and collaboration. It is the server-based, most flexible, customized, and cost-effective solution. Empower the workforce to be connected by voice, video calling, team messaging, collaboration, and online conference meetings. Read More About RingCentral
RingCentral Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Barging
- Customizable Dashboards
- Interactive Voice Response (ivr)
- Real Time Analytics
- Skill Based Routing
- Call Monitoring
- Predictive Dialer
- Call Recording
- View all Features
Core
$ 30
User/Month
Advanced
$ 35
User/Month
Ultra
$ 45
User/Month
RingCentral Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Talkdesk is a leading cloud-based call center software in the world. Create the call center your customers and agents deserve. It reduces average handle time and increases agent efficiency with automated workflows. Read More About Talkdesk
Talkdesk Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Agent Performance Analytics
- Speech Analytics
- Predictive Dialer
- Call Recording
- Call Scripting
- Call Whispering
- CRM Integrations
- Quality Management
- View all Features
Express
$ 25
Agent/Month
Professional
$ 65
Agent/Month
Enterprise
$ 125
Agent/Month
Talkdesk Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Five9 is a leading provider of cloud contact center software. It is driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Read More About Five9
Five9 Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Skill Based Routing
- Call Recording
- Workforce Management
- Call Conferencing
- Outbound Campaign Management
- Customer Surveys
- Disaster Recovery
- Interactive Voice Response (ivr)
- View all Features
Five9 Features and Usability-Based User Satisfaction Score
Contenders | 2025
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Product Description
A B2B SaaS company for outbound call centers. We provide software for industries like telecom, finance, insurance, etc. Thousands of agents are using Adversus daily to improve outbound prospecting in Europe and US-based companies. Read More About Adversus
Adversus Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Do Not Call (dnc) List Management
- Ivr (interactive Voice Response)
- Customizable Scripts
- Call Recording
- CRM Integration
- Power Dialing
- Time Zone Management
- Call Transfer
- View all Features
User
$ 150
Per Month
Adversus Features and Usability-Based User Satisfaction Score
Emergents | 2025
Contaque Auto Dialer is best ACD Software
Product Description
"Contaques Auto Dialer Software enables your call center agents to be more profitable, as calls can be made rapidly, leading to higher agent productivity and increased sales." Read More About Contaque Auto Dialer Software
Contaque Auto Dialer Software Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Progressive Dialing
- Call Recording
- Lead Management
- Real Time Analytics
- Campaign Management
- Call Queuing
- Call Whispering
- Call Monitoring
- View all Features
Contaque Auto Dialer Software Features and Usability-Based User Satisfaction Score
Emergents | 2025
Product Description
CXone is a revolutionary AI-driven platform designed to transform customer experiences. It seamlessly integrates digital and voice channels, empowering agents with real-time insights and tools to deliver exceptional service, ensuring customer satisfaction and loyalty at every touchpoint. Read More About CXone
CXone Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Manual Dialing
- Call Scripting
- Answering Machine Detection
- Lead Management
- Real Time Reporting
- Dnc Compliance
- Call Blending
- CRM Integration
- View all Features
CXone Features and Usability-Based User Satisfaction Score
Emergents | 2025
Flexible, Affordable, and Easy-to-Use ACD Software
Product Description
AVOXI Genius is the first affordable, cloud-based call center software platform to integrate with your contact center solution. With phone numbers in 170+ countries, easily manage your business communications from anywhere in the world. Read More About AVOXI
AVOXI Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Api Access
- Auto Attendant
- Call Queuing
- Call Recording
- Global Coverage
- Voicemail
- Call Monitoring
- Virtual Phone Numbers
- View all Features
Genius Contact
$ 20
User/Month
Genius Enterprise
$ 40
User/Month
AVOXI Features and Usability-Based User Satisfaction Score
A powerful predictive dialer CRM to increase sales
Product Description
XenCALL is a cloud-based solution for cloud telephony & IVRS with a CRM. It provides the solution to sales and marketing firms. A very intuitive solution to oversee leads, execute inbound and outbound campaigns, anticipate which leads are destined to close, and more. The product... Read More About XenCALL
XenCALL Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Transfer
- Dnc Compliance
- CRM Integration
- Call Queuing
- Api Access
- Call Monitoring
- Call Scripting
- Local Presence Dialing
- View all Features
Emergents | 2025
An Inbound, Outbound& Blended Call Center Platform
Product Description
Aavaz Call Center software offers an affordable inbound, outbound, and blended call center platform designed to be scalable. It includes a variety of functionalities tailored to the individual requirements of marketing, sales, and customer support departments. Read More About Aavaz
Aavaz Caters to
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Queuing
- Voicemail
- Call Analytics
- Sms Integration
- Call Conferencing
- Customizable Dashboards
- Call Monitoring
- Call Whispering
- View all Features
Aavaz Features and Usability-Based User Satisfaction Score
Get Free Expert Advice
What is an ACD Software?
ACD software (Automatic call distribution) is a call routing software that helps direct incoming calls to the appropriate representatives based on pre-defined business rules. These business rules could include several parameters such as call volume, wait time, incoming phone number, etc. It redirects the call to the right executive (or department) to resolve the customer issue.
ACD software is used to distribute all calls automatically according to the load in each network. Suppose your business is involved with an executive calling desk and directly converses with the clients or callers. In that case, these software platforms will help you balance the load equivalently amongst all executives working actively at a particular time.
What are the Features of an ACD Software?
An ACD software can impact the productivity and efficiency of the call center agents. The following are some key features of ACD software:
1. Customized Call Routing
Call routing within the call center is a key aspect to help improve the efficiency and productivity of the agents working within a call center. Call routing ensures employees do not get overwhelmed with calls beyond their capacity. It is also essential to ensure customer satisfaction by directing the right set of customer complaints to agents equipped to handle these complaints.
2. IVR with Smart Directory
Another aspect of customers who dial in to call centers is that many of these queries are often preliminary. You can address them with simple steps without any human intervention. Directing customers through the Interactive Voice Response (IVR) feature of ACD software can save the user time and costs.
3. Call Queuing
In cases where the call volume is larger than the available number of agents to handle these calls, call queuing comes into play. It ensures that customers are put in a queue while keeping them engaged via customized messages during the on-hold time. This helps reduce customer anxiety while on wait. Besides, it assures that every customer issue will be addressed once an agent is available.
4. Queue Callback
Sometimes a customer may not be willing to wait in the queue for a long period. Queue callback provides customers the option to have the next available agent call them back. This feature enhances the customer experience by freeing them from spending more time waiting on the call.
5. VIP Callers
For every business, certain customers are considered to be more valuable than most others. Resolving any issues that these customers may have is paramount for the business. Automatic call distribution software comes with VIP caller identification, ensuring that these customers face minimal wait time and have their issues resolved quickly.
6. Blacklist Numbers
On the other end of the spectrum, call centers receive many calls from spam callers or bots. The blacklist feature enables the call center to filter out these numbers and ensures that the agents are used to cater to real customer issues that need their attention. It also helps move these customers faster through the queue.
7. CRM Integration
Customers usually call in with issues that need agents to take notes, requests, or make data entries. Having the company CRM integrated with the ACD software helps reduce the complexity of the tasks and improves the turnaround time for customer inquiries and requests.
What are the Benefits of ACD Software?
With the help of a well-integrated ACD software, a business can avail of several benefits. The key benefits are:
1. Improved Customer Experience
The prime purpose of call centers is to improve the customer experience. Customers are not patient and often not great at expressing their queries or questions. Still, the company's single wrong foot can make the customer feel like they are not valued and tarnish the image of the customer. ACD software ensures that, at the very least, the customer is heard. If utilized well, this ACD software can improve the odds of resolution of the customer complaint. Ensuring that customers are not on hold too long, providing the agents with the relevant material to tackle a complaint, and guiding the user to the right department via IVR go a long way in improving customer experience.
2. Metrics for Data-based Strategy
Answering customer calls effectively is still only a part of the problem resolution. Ensuring customers never call back by analyzing the data generated through these calls is another key benefit. Repeat issues can be tracked and proactively addressed by the business before more users face the same issues. The data can also be used to track the effectiveness of the call center and individual agents. Managers can get more input in terms of agent performance via average call times, hold times, percentage of issues resolved, etc. to rate employee performances and reposition them to get the best out of their skills and experience.
3. Improved Call Coaching and Mentoring
Not all calls are the same. Some calls can take the agents back because of the tone of the customer or the sheer complexity of an issue. Automated call distribution systems, however, can help agents to prepare better for such issues. They can coach the agents better and equip them to handle future complex issues.
What are the Types of Automatic Call Distribution (ACD) Systems?
Depending on the business's need, ACD systems can follow one of the following algorithms to improve efficiency and customer experience. Based on call distribution methods, here are different ACD systems:
1. Fixed Order
As the name suggests, fixed order ACD systems route calls to agents as per a pre-defined order. As per this mechanism, calls will get routed in the same order, and agents will only receive a call after the agent in line before they have been assigned a call. ACD software that uses this algorithm is used at call centers where the calls are large, and most calls follow a similar theme or pattern. Fixed order ACD systems are also effective in prioritizing certain agents over others.
2. Simultaneous Distribution
Simultaneous distribution ACD systems enable calls to ring for all agents simultaneously until an agent answers that call. The first agent to pick up the call handles it. This particular ACD software is utilized when customer response time is not the most important metric. Also, this algorithm is helpful when all calls are similar or generic, and there is no priority or preference between agents.
3. Time-based Routing
Most call centers face the issue of not having all agents available all the time. Agents can have varying times to take breaks, lunch, etc. This is where time-based routing ACD systems are helpful. Agents can set times for availability and have calls routed to them accordingly. If used effectively, time-based ACD systems can help improve productivity.
Factors to Consider While Investing in ACD Software
Businesses should check for the following factors to ensure that they can get the most out of the ACD software:
1. Multiple Rule-based Routing Mechanisms
Businesses need to ensure that they can use the same software for multiple types of call routing instead of having to spend on separate licenses for each case. This way, a business can benefit by using the appropriate routing mechanism depending on the complexity of the issue, the user profile, or call volume entering the call center on any given day.
2. Easy-to-use Interface for Agents
Having a simple and easy-to-understand interface is critical to ensure that agents can get the best out of the software.
3. Easy Integration with Existing Backend Systems
The software should be modular and easy to integrate with the existing system and any future systems that may be added (or changed) to the back end as the company grows.
Latest Market Trends in ACD Software
ACD systems and software are constantly evolving to meet the growing expectations of customers. The following are some market shifts that businesses are experiencing concerning ACD software:
1. A Growing Need for Personalized Routing
The entire world is moving towards personalization, and ACD software is no exception. Providing users with a tailor-made experience seems to be the growing trend in this market.
2. Continuity Call Routing
Users do not like to explain themselves whenever they need to have an issue resolved, especially when a call is transferred between agents. Having provisions to equip agents with the right information before conversing with the user is a step in the right direction for ACD software.
3. Sales Accelerating Routing
When users are at the point of making a purchase, businesses do not want to make them wait any further. Stitching the sales cycle directly to call center journeys is another key improvement to the software available today. ACD software is a way to improve customer satisfaction, productivity, and efficiency of the call center. Having the agents equipped with the right software can help them address customer issues the first time and leave a positive image on the disgruntled customer.
FAQs
Free ACD software is free to download. The vendors of free ACD software make money using SIP connector, outbound calls, and phone number rental.
Open source ACD software, on the other hand, enables you to modify and customize its functions as per your needs. It can also be easily integrated with the already existing software solutions in your organization.
Additionally, open-source ACD software is ideal for businesses that are security-conscious and want highly secure solutions for their business.
The cost of a high-quality Automatic Call Distribution software depends on the number of unique and sophisticated features it offers. You need to contact the vendor for pricing details.