Deciding whether to use a live receptionist or ACD depends on your daily call volume and the number of agents you have available.  Generally speaking, smaller offices with fewer than 25 employees and a lower number of calls every day will benefit more from a live receptionist than ACD software. Small businesses especially focused on providing a personal touch will also likely favor receptionists.  Larger, enterprise-level corporations and call centers are often most associated with ACD solutions, as they provide a high level of customer self-service, increasing agent availability. But note that businesses of any size, but with a high number of calls each day or a disproportionate number of daily calls to available agents, will benefit from ACD.