Automatic call distributor

Advanced ACD systems may use digital technologies such as computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller.

Experts claim that "the invention of ACD technology made the concept of a call centre possible.

Robert Hirvela developed and received a patent for technology that was used to create the Rockwell Galaxy Automatic Call Distributor, which was used by Continental Airlines for more than 20 years.

ACD systems are often found in offices that handle large volumes of incoming phone calls from callers who require assistance at the earliest opportunity, but have no need to talk to a specific person: e.g., customer service representatives or emergency services dispatch centers.

An additional function for these external routing applications is to enable Computer telephony integration (CTI), which improves efficiency for call center agents by matching incoming phone calls with relevant data via screen pop.