Contact Center

Service Content

Automatic Call Distribution (ACD) Service Offering Definition (SOD) Updated: March 26, 2018

Automatic Call Distribution (AC​D) Roles and Responsibilities (RnR) Updated: March 26, 2018

Service Description

An automatic call distribution (ACD) or contact center application allows for a central point in an agency from which all inbound customer contacts can be managed. The contact center solution includes advanced routing of inbound voice calls to a call center, and also includes other types of customer contact as well, such as email, voicemail, chat, fax, and web callback distribution. In addition, it provides detailed data of customer interactions and call center operational statistics.

The enterprise provides a scalable, multi-tenant, multichannel contact center solution that enables organizations (or "companies") to communicate with their customers. Customer contacts or "interactions" are licensed to each company based on a concurrent interaction count.

The enterprise contact center solution is a real-time application that offers queuing and routing of traditional voice calls as well as email, chat, and callback requests.


Contact center solutions provide efficiency to the customer and the agency. This technology provides an automated method of delivering inbound customer interactions to the staff members who are most appropriately equipped to handle the request, improving customer experience.

The enterprise offering allows for economies of scale. Hosting a single redundant system and billing agencies monthly for the use of licenses, system resources, and support allows the enterprise to forgo substantial capital expenditures. Additionally, fewer resources, both human and system, are needed for provisioning and support.

The contact center system is a critical application for many of the State’s agencies. The enterprise solution provides them all with a suite of advance-call routing capabilities, reporting, and multimedia contact distribution. This functionality is a business requirement of many agencies and University departments.


Services are charged to the customer monthly through the Enterprise Billing System (EBS). Agencies are billed based on a concurrent interaction limit. Please see theDET Rate Sheet for complete rate information.

Cost-Saving Tips

Agencies can adjust their concurrent interaction licensing to reduce their bill.

How to Request

For more information please contact the Wisconsin Enterprise Service Desk (ESD) at 608-264-9383.