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ACD vs. Auto Dialer: Everything You Need to Know

  • August 11, 2023

ACD vs. Auto Dialer Automation in different business jobs helps in improving efficiency and accuracy. Moreover, it helps in achieving several amazing business benefits. This has been one of the major driving factors behind the massive demand for automated solutions. In this blog post, we are going to discuss two commonly used and popular automated systems: automatic call distribution software and auto dialer software.

Both of these solutions are completely different, and they have their own pros for businesses. In general scenarios, businesses can use both of these automation systems to augment their results and returns. However, depending on the business model and common use cases, a company can choose to use any one of these automation solutions. To help you make the right choice, we will give detailed insight into both of these systems, plus, we will also make a comparison of these solutions, so you can acquire the right platform and enjoy a multitude of advantages.

What is ACD?

What is an ACD?ACD stands for Automated Call Distributor. As the name suggests, it automatically distributes incoming calls to the network of agents depending on the selected ACD rule. Traditionally, businesses used to use an IVR (Interactive Voice Response) system to attend to all incoming calls. The IVRS is also used to play different voice prompts depending on the responses of the caller. In the end, the IVR system connects the caller to the right agent in the right department.

As time progressed, the number of skilled agents in each department increased and this increased the need for an automated system that connects the callers to the right agent that can be quickly available to attend the call, as well as give satisfactory resolution to the caller. An ACD is a feature available in the automated call distribution software, which automatically puts a caller in the queue of the group of agents or an individual agent, depending on the selected algorithm, so the caller can be handled quickly, efficiently, and effectively. Moreover, the caller can receive a satisfactory response and resolution.

What is an auto dialer?

Auto Dialer

Auto dialer is an auto dialing system, which picks up the phone number from the database or a list of contacts and automatically dials it. It can dial a single number or even multiple numbers depending on the selected auto dialing feature. An automated dialer software solution can have multiple auto dialers to provide more efficient operations. Depending on the nature of the business campaign, the automated dialer feature can be used to achieve maximum reach, connect rate, and goal conversion.

ACD vs. auto dialers: How does ACD differ from auto dialers?

Fundamental role

The fundamental role of an automatic call distribution software solution is to distribute incoming calls effectively and achieve better customer satisfaction. It is used in a business that handles more incoming calls on a regular basis.

The fundamental role of an auto dialer system is to dial numbers effectively. Depending on the selected feature, different goals can be achieved such as increased reach rate, increased productivity, reduced agent idle time, reduced call abandonment rate, and more. It is used to enhance the results of outbound campaigns.

Major types

ACD is available in different types and depending on the use case or nature of the campaign, a business can use the right ACD. The software provider companies also provide custom ACD rules. The majorly available 5 ACD rules are briefly explained hereunder:


It randomly distributes calls across available agents.

Round robin

It distributes calls in sequential order. That means the first logged in or listed agent receives the first call and then the second one and so on.

Most idle agent

The agent that has been idle for the longest time receives the call first.

Sticky agent

The agent that had attended to the caller previously receives the call and receives it.

Skill based distribution

The agent that holds the most skills to resolve the concern or question of the caller receives the call.

In auto dialer software, you will find different types of dialers that automatically dial calls and you can choose the best dialer depending on your business campaign goals. The majorly used 3 auto dialers are briefly explained hereunder:

Progressive dialer

It is also referred to as a sequential dialer because it picks up numbers in a sequential aka progressive manner one by one from the list and dials them automatically.

Preview dialer

This dialer shows a short preview of the customer or leads to be contacted before dialing a number to let the agent get prepared for the call. Moreover, the agent will also have the option to either dial or skip that call.

Predictive dialer

This is the most advanced dialer available in the auto dialer system. It dials more than one number before even the agent is available to attend the call by predicting when the agent will attend the call.

Use cases

An automated call distribution software solution can be used to manage incoming calls majorly. The incoming calls can be calls related to:

Customer concerns

Request for technical support

Request for guided purchase

Warm lead

And more

The automated dialer software is used to run outbound campaigns related to:

Lead generation

Lead nurturing

Cold calling


And more

Concluding notes

An ACD and auto dialing system has their own roles in a business. A business needs to attend calls from existing customers to provide them with the required answers and support related to products that are already purchased. They also need to use ACD to attend warm leads. On the other hand, auto dialers are amazing in reaching out to leads and clients and managing outbound campaigns more productively to boost outcomes.

We offer the best ACD and auto dialing solutions with all powerful features embedded in them. If you are in quest of a solution that can manage your inbound and/or outbound campaigns effectively, we can help you with our best in the industry solutions. To explore more about our automatic call distribution software and auto dialer software, get in touch with us TODAY!

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