ACD vs IVR: What's the Difference Between Call Center ACD & IVR?

A call center's automatic call distribution (ACD) system routes callers to available agents based on skills-based routing and task prioritization, while an interactive voice response (IVR) system provides a self-service experience for users to interact with voice prompts or dial-pad input to navigate menus. These two systems work together to create the optimal customer experience by collecting user data through IVR and empowering callers to self-serve their problems before routing them to the right agent via ACD. Advanced call center ACD systems can prioritize customers based on their needs, detect rising frustration levels, and provide real-time metrics for better business decisions. By combining ACD and IVR with tools like Twilio TaskRouter and Twilio Studio, businesses can create a seamless customer experience that leverages artificial intelligence to understand caller emotions and needs.