Automatic Call Distributor is a system that is used to take the incoming calls and distribute them automatically and evenly to different machines within the organization to be handled by various call center representatives. It often comes as a part of computer-telephone integration software or PBX software. ACD has the responsibility of routing all the incoming calls. It is useful because the callers do not want to talk to any specific person. They just want some assistance which any of the executives in a group can provide.

There is some algorithm used which decides how the calls are routed. the algorithm is good enough to choose the best available executive to talk to the caller for the purpose of his or her call. For this, some data about the caller is used to determine his purpose of call. The calls can also be sorted by using Interactive Voice Response System or IVR. By making this type of sorting automatic, the time of the call center executives is saved. They specialize in some areas and get calls relevant to that area. No need for every one to know every thing anymore. Using an ACD also increases customer satisfaction as the callers do not have to wait in queues for executives while making a call. This results in overall good experience.