a system and related techniques receive incoming telephone calls , such as customer service calls or others , and intelligently distribute those calls to reduce wait time and increase overall service levels . according to the inventive platform in one regard , all calls made to a call center site may be immediately transferred to an interactive voice response farm or other automated call resource . according to the invention in one regard , the inbound call flow may be distributed to ivr units in that set of resources based on load balancing or other network criteria . the ivr farm or other automated resource may present the callers with an interactive voice menu or other dialogue , in which the user may select account , activation or other information directly . some percentage of caller transactions may be satisfied at that automated stage , all of which may take place within the call center operator &# 39 ; s network or facility . some percentage of the caller transactions may require transfer to remote facilities including automatic call distributors , for instance configured to distribute calls to a set of customer service representatives . the determination of the destination acds may be based in one regard on call and caller information trapped at the initial call intake and ivr stages . because a comparatively small number of calls are forced to be diverted to remote acd resources , and because accurate assignment of those calls may be enhanced with fewer calls requiring re - diversion , the overall service levels of the facility including caller wait time and number of satisfied calls may be increased .