Automatic Call Distributor Market Size, Share, Growth, and Industry Analysis, By Type (Small, Medium, Large and Others), By Application (Government, Enterprise and Others), Regional Insights, and Forecast From 2024 To 2031

Updated On: 01 April 2024

Automatic Call Distributor Market Report Overview

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The global automatic call distributor market size is USD 556.9 million in 2022 and is projected to touch USD 917.23 million by 2031, exhibiting a CAGR of 5.7% during the forecast period.

An automated call distribution system (ACD) is a telephony device that answers and distributes incoming calls to a predefined group of terminals or agents inside an organization. Automatic call distributors route calls depending on characteristics such as the caller's phone number, the number dialled, the time of day, or a response to an automated voice prompt. Advanced ACD systems may leverage digital technologies such as computer telephony integration (CTI), computer-supported telecommunications applications (CSTA), or IVR as input to identify the route to a person or voice announcement that will service the caller. According to experts, "the advent of ACD technology enabled the concept of a call centre."

It enhances client experiences by connecting them to a capable agent in less time. Instead of routing clients to other departments, automatic call distribution will take the answer and contact sales representatives immediately.

COVID-19 Impact: The COVID-19 Underlying Condition Upsurged the Market Growth

The global COVID-19 pandemic has been unprecedented and staggering, with the automatic call distributor market experiencing higher-than-anticipated demand across all regions compared to pre-pandemic levels. The sudden spike in CAGR is attributable to demand returning to pre-pandemic levels once the pandemic is over.

The COVID-19 virus has spread to a number of countries since December 2019. Network security has always been a dynamic field. We couldn't expect anything less with such a big shift to remote labour imposed by Covid-19. Automated call services is crucial for any service organization, and automatic call distributor requirements for increasing business activities is on high-demand. This seismic shift is being driven not only by technological requirements, but also by a shift in our cultural perception of call centers. In addition to the work from home arena has positively affected the automatic call distributor market share.

LATEST TRENDS

"The Automated Callbacks System to Boost Market Growth"

More than 60% of consumers say they are unwilling to wait on hold for even one minute, and the majority of customers who hang up after being held on hold for too long never call back. Long hold times, however, result in more than just lost clients; they also result in greater operating costs. The most significant aspect of ACD software, automated callbacks, eliminating the need for clients to wait on hold while assuring they receive the greatest quality assistance available. Customers can choose to be called back instead of sitting on hold when there are no agents readily available to help them using callback software. They are also frequently able to provide a preferred date and time for a callback.

Automatic Call Distributor Market Segmentation

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• By Type

Based on type the automatic call distributor market is classified as small, medium, large and others.

• By Application

Based on application the automatic call distributor market is classified as enterprise, government and others.

DRIVING FACTORS

"The Enormous Benefits and Efficiency of Automated Processes to Attract the Market Share"

Having highly flexible call pathways and call routing options does more than merely reduce call centre agent fatigue and improve efficiency. Additional automatic call distribution has huge benefits in terms of improving call efficiency. The improved customer experience and increased customer satisfaction rates are a result of the streamlined communication and higher first call resolution rates. The automatic call distributor optimizes the workforce and produces faster customer resolution times, resulting in fewer missed customer support tickets and requests. Customer hold times are reduced, which promotes employee flexibility and empowers the remote workforce.

"Increasing Demand from Telephone Industry and Call Centers to Witness Growth in Market"

The automated call distributor is a system that is frequently employed in the telecoms sector. Any office that handles a high volume of incoming calls can benefit from automatic call distribution systems. The routing strategy, which is a set of rules-based instructions, directs the ACD's handling of calls. Incoming calls are routed to contact centre agents as the automated call distributor's main duty. Common computer devices are supported by the ACD system. Computer-telephony integration is a great feature for applications involving distant routing. As incoming calls are matched with crucial PC data, this can improve the performance of call centre workers.

RESTRAINING FACTORS

"The Network Traffic to Restrain the Market from the Service Utilization"

Network quality is impacted by traffic because abnormally heavy traffic might result in sluggish download speeds or erratic Voice over Internet Protocol (VoIP) connections. Security and traffic are related because unusually high traffic can be a symptom of an attack. However, the network traffic issue can be a hindrance to automatic call distributor market growth  and refrain consumers from service utilization.

Automatic Call Distributor Market Regional Insights

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"The North American region to Lead the Market With Presence of Major Security Vendor"

In terms of employment and growth, the United States has continued to compete against other countries on the automatic call distributor market growth . 100 of the new call centers that were opened in 2021, according to a poll on the number that was conducted, were in the United States, more than any other country or area. Financial services was the leading industry for contact centers globally, and technology, media, and telecommunications were close behind. Texas had about 22,500 telemarketers working there, which was the most of any state. Florida came in second with 15,000 telemarketing employees. The U.S.-based Genpact is another significant participant in the sector. A 400 million dollar rise in revenue for Genpact followed the company's announcement of its acquisition of Enquero. Revenue for the company has grown yearly, expected to reach $4 billion in 2021.

KEY INDUSTRY PLAYERS

"Prominent Manufacturers to Contribute Towards Expansion of Market"

The report is an extensive research which presents the historic and futuristic performance of industry with competitive landscape analysis which incorporates prominent key players ,and revenue trends of industry. The report provides substantial analysis of company profiling, growth insights, supply-demand chain, production and consumption demand, business expansion strategies adopted by top key players. The information is a collusion of latest technological developments, trends, production lines mergers and acquisitions, market study and other factors.

List of Market Players Profiled

• Teckinfo (India)
• Ameyo (India)
• CallerReady (U.S.A)
• MyOperator (India)
• Talkdesk (U.S.A)
• Five9 (U.S.A)
• Ariatelecom (India)
• NICE CXone (U.S.A).

INDUSTRY DEVELOPMENT

• 11th August 2021: GoMoxie, a pioneer of cutting-edge digital assistance tools, was acquired by NICE CXone. With this acquisition, NICE CXone broadens its revolution in digital CX by extending experiences outside of the contact centre and into intelligent conversational self-service.
• 18th August 2021: In order to improve future self-service experiences, NICE CXone launched the Enlighten XO for the creation of digital self-service applications. By transforming self-service interactions into engaging experiences, the launch will assist NICE CXone.

REPORT COVERAGE

The report anticipates a detailed analysis of the global market size at the regional and national level, the segmentation market growth and market share. The prime objective of the report is to help user understand the market in terms of definition, market potential, influencing trends, and the challenges faced by the market. Analysis of sales, the impact of the market players,  recent developments, opportunity analysis, strategic market growth analysis, territorial market expansion, and technological innovations are the subject matter explained in the report.