Intelligent ACD Software

Get the right call to the right agent every time. AgentTech's database-driven ACD routes intelligently based on skills, licensing, language, and availability—without complex IVR programming.

Skills-based routing Database-driven No complex IVR

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What is ACD Software?

Automatic Call Distribution (ACD) is the technology that routes incoming calls to the most appropriate available agent. Instead of a receptionist manually transferring calls, ACD automatically evaluates caller needs and agent availability to make instant routing decisions.

AgentTech's ACD is database-driven, not IVR-dependent. Traditional systems require complex IVR trees and programming. Our approach uses simple database rules—define agent skills, set routing priorities, and the system handles the rest automatically.

The AgentTech Difference: We eliminated traditional PBX infrastructure entirely. Our multi-tenant ACD uses intelligent database-driven routing instead of complex hardware configurations—simpler to set up, easier to change, less expensive to run.

Intelligent Routing Options

Route calls based on what matters for insurance

Skills-Based Routing

Route to agents with specific product certifications, language skills, or expertise. Medicare calls go to Medicare-certified agents automatically.

State Licensing Routing

Automatically route calls to agents licensed in the caller's state. Never send a California call to an agent without a CA license.

Availability-Based Routing

Route to agents who are available and ready. Consider time zones, schedules, and current call status for optimal distribution.

Language-Based Routing

Route Spanish-speaking callers to Spanish-speaking agents. Support multiple languages without separate phone lines.

Performance-Based Routing

Route high-value leads to your best performers. Prioritize based on conversion rates, compliance scores, or custom metrics.

Round-Robin & Weighted

Distribute calls evenly across agents, or weight distribution based on capacity. Ensure fair allocation while meeting business needs.

Why Database-Driven ACD?

Traditional ACD systems require expensive hardware and complex IVR programming. AgentTech's approach is simpler and more flexible.

No PBX hardware – Everything runs in the cloud
Easy to configure – Change rules in minutes, not days
No IVR programming – Define routing with simple rules
Instant updates – Add agents or skills immediately
Lower cost – No hardware investment or maintenance

Traditional ACD vs AgentTech

Setup Time

Traditional: Weeks

AgentTech: Hours

Hardware Cost

Traditional: $20,000+

AgentTech: $0

Rule Changes

Traditional: IT ticket

AgentTech: Self-service

Explore More

Insurance Dialer Call Recording Cost Per Acquisition Guide Insurance Lead Types Average Handle Time

Frequently Asked Questions

ACD (Automatic Call Distributor) software routes incoming calls to available agents based on configurable rules. It manages call queues, displays estimated wait times, provides hold messaging, and distributes calls using strategies like skills-based routing, round-robin, or longest-idle.

Skills-based routing works best for insurance—matching callers with agents who have the right state licenses, product certifications, and language skills. AgentTech adds performance-based routing on top, sending leads to agents with the best conversion rates for specific products and states.

AgentTech's ACD scales dynamically during AEP (October 15 - December 7). It manages overflow queues, provides callback options, adjusts routing priorities in real-time, and supports adding new agent seats in minutes to handle the 3-5x volume increase typical during AEP.

Yes. AgentTech supports blended ACD—agents can handle inbound and outbound calls within the same session. During slow inbound periods, agents automatically receive outbound campaign calls. When inbound volume increases, the system prioritizes incoming calls.

Ready for Smarter Call Routing?

Intelligent ACD with no hardware investment. All included at $50/seat.