Automatic Call Distribution (ACD)

ACD is a skills-based routing solution that supports quicker responses by directing calls to qualified agents or self-service solutions.

Key benefits

  • Skills-based routing to better direct incoming callers.
  • Enhanced analytics show process steps and identify potential problem areas.
  • Multiple channels can be supported per agent or redirected to the most qualified agents.
  • Simple integration with multiple CRM solutions.
  • Skills-based routing to better direct incoming callers.
  • Enhanced analytics show process steps and identify potential problem areas.
  • Multiple channels can be supported per agent or redirected to the most qualified agents.
  • Simple integration with multiple CRM solutions.

Learn more about 8x8 ACD

Achieve higher first contact resolution

Deliver better customer experiences, shorter wait times and increased first call resolution with more effective caller-to-agent match.

Achieve higher first contact resolution

Deliver better customer experiences, shorter wait times and increased first call resolution with more effective caller-to-agent match.

Reduce customer friction

Quickly route customers to an agent who has the right skills to answer their questions.

Reduce customer friction

Quickly route customers to an agent who has the right skills to answer their questions.

Gain access to full customer history

Ensure exemplary alignment of customer ask and agent response, understand history and fix old pain points.

Gain access to full customer history

Ensure exemplary alignment of customer ask and agent response, understand history and fix old pain points.

Reduce extensive IT support

Call flows easily modified for holidays or special business offers by system admin.

Reduce extensive IT support

Call flows easily modified for holidays or special business offers by system admin.

8x8 ACD is part of a full suite of capabilities

Contact Center

8x8 Contact Center connects to your customers on their channel of choice. Design better customer experiences with an intelligent, collaborative solution.

Other related features

CX Analytics

Quality Management

Speech Analytics

Digital Channels

Groundbreaking tool to provide visibility into customer interactions.

Deliver exceptional customer service.

Valuable insights for your call center.

Enhance customer experience with digital channels.

CX Analytics

Quality Management

Groundbreaking tool to provide visibility into customer interactions.

Deliver exceptional customer service.

Speech Analytics

Digital Channels

Valuable insights for your call center.

Enhance customer experience with digital channels.

CX Analytics

Groundbreaking tool to provide visibility into customer interactions.

Quality Management

Deliver exceptional customer service.

Speech Analytics

Valuable insights for your call center.

Digital Channels

Enhance customer experience with digital channels.

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