Yes, ACD can be beneficial for small businesses, especially those with a customer support or call center function. Implementing ACD can help small businesses handle incoming calls more efficiently, improve customer service, and optimize agent productivity. With Cloud PBX, there is no call queuing. So, if the agent is busy, the call gets disconnected. While with ACD, the caller can wait in the queue. C-Zentrix ACD can inform the queue position to the caller in the queue.