Transform call handling with automatic call distribution software.

Deliver faster, smarter support with GoTo Contact Center.

What is Automatic Call Distribution?

Automatic Call Distribution (ACD) simplifies call management by queuing incoming calls and assigning them based on set criteria. Working alongside Interactive Voice Response (IVR), an ACD system helps contact centers efficiently handle large call volumes and quickly connect callers to the right agent.

GoTo Contact Center uses ACD software to efficiently assign calls, whether distributing them evenly among agents, directing them to the least busy agent, or connecting them to the most qualified representative through skills-based routing.

Elevate experiences with an ACD system

For Agents

GoTo Contact Center enhances automatic call distribution with skills-based routing, ensuring agents handle calls aligned with their expertise. ACD helps minimize unnecessary transfers and wait times, which improves first-call resolution rates.

ACD software also helps balance agent workloads by evenly distributing calls to help prevent burnout and keep morale high. With automated queue management, agents can shift their focus from waiting for assignments to actively assisting customers.

Agents

Customers

Enable Intelligent Call Routing with GoTo Contact Center

Easily route calls to the agents best equipped to handle them in just four simple steps:

Sign in to GoTo Admin.
Click + Add Call Queue.
Enter a Queue Name and select Intelligent Call Routing.
Click Save, then open the queue to configure the settings:
- Assign skills to agents.
- Add caller info nodes for skill-based routing.
- Set fallback rules for unmatched skill requests.
- Ensure the customer-facing number routes correctly.