A system and related techniques receive incoming (800) 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 (IVR) 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's network or facility. Some percentage of the caller transactions may require transfer to remote facilities including automatic call distributors (ACDs), 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.