Market Overview:
The global Automatic Call Distributor (ACD) market is expected to grow from USD 2.02 billion in 2018 to USD 3.06 billion by 2030, at a CAGR of 5.5% during the forecast period. The growth of the market can be attributed to the increasing demand for ACD solutions from small and medium-sized businesses (SMBs) and government organizations across the globe. Additionally, the need for efficient customer service has led enterprises to adopt ACD solutions, which is further fueling the growth of this market.
Product Definition:
An Automatic Call Distributor (ACD) is a telephone system that distributes incoming calls to a group of agents. The ACD can be used in a contact center environment to provide call routing and queuing. The importance of an ACD is that it can help manage the flow of calls and ensure that each caller has an opportunity to speak with an agent.
Small:
Small is a telecom industry term used to described the size of a company that has fewer than 1000 customers. Small companies are vital in the telecom market as they provide services and products to larger companies. They also help smaller or new entrants in providing them with necessary resources such as marketing, distribution, technology, and expertise which helps them grow into successful businesses.
Medium:
The term “medium” is used for the purpose of this study to mean either hardware or software. The automatic call distributor market has been segmented on the basis of medium into hardware and software. The growth in demand for Automatic Call Distributor (ACD) can be attributed to factors such as an increase in customer expectations, changing business environment, and growing competition among telecom service providers.
Application Insights:
The enterprise application segment accounted for the largest share of over 70.0% in 2017. The growth can be attributed to the increasing use of Automatic Call Distribution (ACD) systems by enterprises as a cost-effective alternative to conventional PBX solutions. In addition, growing preference for centralized communication and collaboration is also driving demand in this segment. For instance, Cisco Systems, Inc., one of the world¢â‚¬â„¢s largest networking companies offers ACD as part of its unified communications solution portfolio that enables efficient interaction with employees from different departments within an organization.
Government applications are expected to witness significant growth over the forecast period owing to rising adoption across various governments at all levels and international organizations such as NATO and WHO which require automatic call distribution services for their regional offices or headquarters located outside India or countries with Indian diaspora exceeding 10 million people respectively.
Regional Analysis:
North America dominated the global market in 2017. The growth can be attributed to the presence of key players, such as Cisco Systems, Inc., and Avaya Inc. In addition, increasing demand for high-quality voice-enabled communication solutions is expected to drive regional market growth over the forecast period. Asia Pacific is projected to witness significant growth over the next eight years owing to increased adoption of automatic call distributors by service providers and enterprises for providing efficient customer services. Moreover, rising investments by governments in developing countries are anticipated to fuel industry expansion over this period.
The European market was valued at USD X billion in 2017.
Growth Factors:
- Increasing demand for ACD in the contact center industry to manage and route high volumes of customer calls.
- Rising need for ACD in the healthcare sector to manage patient inquiries and improve patient care.
- Growing popularity of hosted ACD solutions that offer organizations a more cost-effective way to deploy and manage their call routing infrastructure.
- Proliferation of IP-based telephony systems that has made it easier for businesses to adopt ACD technology into their operations.
Scope Of The Report
Report Attributes
Report Details
Report Title
Automatic Call Distributor Market Research Report
By Type
Small, Medium, Large
By Application
Enterprise, Government
By Companies
Teckinfo, Ameyo, CallerReady, MyOperator, Talkdesk, Five9, Ariatelecom
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
239
Number of Tables & Figures
168
Customization Available
Yes, the report can be customized as per your need.
Global Automatic Call Distributor Market Report Segments:
The global Automatic Call Distributor market is segmented on the basis of:
Types
Small, Medium, Large
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Enterprise, Government
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Teckinfo
- Ameyo
- CallerReady
- MyOperator
- Talkdesk
- Five9
- Ariatelecom
Highlights of The Automatic Call Distributor Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Small
- Medium
- Large
- By Application:
- Enterprise
- Government
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Automatic Call Distributor Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
- Market Entry Strategies
- Business Expansion Strategies
- Consumer Insights
- Understanding Competition Scenario
- Product & Brand Management
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- Identifying Appropriate Advertising Appeals
8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
An Automatic Call Distributor (ACD) is a software application that automates the routing of calls to specific extensions.
Some of the major companies in the automatic call distributor market are Teckinfo, Ameyo, CallerReady, MyOperator, Talkdesk, Five9, Ariatelecom.
The automatic call distributor market is expected to grow at a compound annual growth rate of 5.5%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Automatic Call Distributor Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Automatic Call Distributor Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Automatic Call Distributor Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Automatic Call Distributor Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Automatic Call Distributor Market Size & Forecast, 2020-2028
4.5.1 Automatic Call Distributor Market Size and Y-o-Y Growth
4.5.2 Automatic Call Distributor Market Absolute $ Opportunity
Chapter 5 Global Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Market Size Forecast by Type
5.2.1 Small
5.2.2 Medium
5.2.3 Large
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Market Size Forecast by Applications
6.2.1 Enterprise
6.2.2 Government
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Automatic Call Distributor Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Automatic Call Distributor Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Analysis and Forecast
9.1 Introduction
9.2 North America Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Market Size Forecast by Type
9.6.1 Small
9.6.2 Medium
9.6.3 Large
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Market Size Forecast by Applications
9.10.1 Enterprise
9.10.2 Government
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Analysis and Forecast
10.1 Introduction
10.2 Europe Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Market Size Forecast by Type
10.6.1 Small
10.6.2 Medium
10.6.3 Large
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Market Size Forecast by Applications
10.10.1 Enterprise
10.10.2 Government
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Market Size Forecast by Type
11.6.1 Small
11.6.2 Medium
11.6.3 Large
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Market Size Forecast by Applications
11.10.1 Enterprise
11.10.2 Government
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Analysis and Forecast
12.1 Introduction
12.2 Latin America Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Market Size Forecast by Type
12.6.1 Small
12.6.2 Medium
12.6.3 Large
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Market Size Forecast by Applications
12.10.1 Enterprise
12.10.2 Government
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Market Size Forecast by Type
13.6.1 Small
13.6.2 Medium
13.6.3 Large
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Market Size Forecast by Applications
13.10.1 Enterprise
13.10.2 Government
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Automatic Call Distributor Market: Competitive Dashboard
14.2 Global Automatic Call Distributor Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Teckinfo
14.3.2 Ameyo
14.3.3 CallerReady
14.3.4 MyOperator
14.3.5 Talkdesk
14.3.6 Five9
14.3.7 Ariatelecom
