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Global Call Center AI Market Size study, by Component (Solutions, Services ), by Mode of Channel ( Phone, Social Media, Chat, Email or Text, Website), By Application ( Workforce Optimization, Predictive Call Routing,Journey Orchestration , Agent Performance Management, Sentiment Analysis, Appointment Scheduling, Other Applications), By Deployment Mode (Cloud, On-premises), By Organization Size ( SMEs, Large Enterprises), by Verticals (BFSI, Media & entertainment, Retail & eCommerce, Healthcare & Life Sciences, Travel & Hospitality, IT & Telecom, Transportation & Logistics, Others) and Regional Forecasts 2022-2028

  • BIZ4982902
  • 200 Pages
  • May 2022
  • ICT & Media
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Global Call Center AI Market is valued approximately USD 1.3 billion in 2021 and is anticipated to grow with a healthy growth rate of more than 21% over the forecast period 2022-2028. AI can provide call centre agents with detailed historical data and insights about a customer, allowing them to provide cross-selling and up-selling opportunities. AI-enabled chatbots and virtual agents can also be used by businesses to automate repetitive and manual processes such as order placement, balance inquiries, general inquiries, technical assistance, and other customer services. Furthermore, call centre AI solutions enable businesses to strengthen and improve their contact centres without requiring deep AI expertise, all while lowering operational costs.The major factors driving the growth of the Call Center AI market are increased data and increased customer engagement via social media platforms. Some of the benefits of AI deployment mentioned by respondents were 24-hour service, quick responses to inquiries, and answers to simple questions.In some cases, dealing with customer inquiries in real time may be difficult for a customer service representative because customers may not understand the context of their inquiry. Better data analytics skills have been required as a result of this. However, unsupervised self-learning of chatbots, on the other hand, is a major impediment to the adoption of call centre AI solutions, as self-training of autonomous virtual agents through complex data and unsupervised learning algorithms is a difficult task. Furthermore, advanced AI and ML systems are employed by call centres in a variety of industries, including BFSI, IT & telecom, healthcare, and retail, to forecast outcomes and automate subsequent procedures. End use industry are widely adopting such call center AI. For instance, Avaya engaged into a strategic alliance with Alcatel -Lucent in March 2022 to increase the availability of Avaya's OneCloud CCaaS composable solutions to Alcatel -Lucent's worldwide customer base while also making the digital networking solutions available to Avaya customers globally. Sprinklr and Google Cloud will collaborate in January 2022 to help organisations reinvent their customer experience management strategies. Sprinklr collaborated with Google Cloud to speed their go-to-market strategy and increase client awareness. Sprinklr will collaborate closely with the worldwide salesforce, leveraging deep ties with businesses who have chosen to develop on Google Cloud.

The key regions considered for the global Call Center AI Marketstudy includes Asia Pacific, North America, Europe, Latin America, and Rest of the World.North America is expected to hold the largest share of the call centre AI market because of the region's call centres' early adoption of call centre AI technologies,. Call centre AI solutions and services are highly effective in most organisations and verticals in North America, owing to the growing need to provide businesses with a way to operationalize and extract more value from data assets. Increased smartphone adoption, as well as technological advancements in call centres, drive adoption across North America.However, Asia-Pacific is expected to grow at the fastest rate during the forecast period. Massive investments in call centre solutions by countries such as China, Japan, Thailand, India, and Indonesia are propelling the market forward. Furthermore, factors such as the presence of a large customer base, a significant number of SMEs, the rise of the e-commerce industry, and government initiatives supporting business process automation fuel the call centre AI industry growth.

Major market player included in this report are:

IBM

Microsoft

Oracle

Aws

Google

Sap

Avaya

Nice

Nuance Communications

Genesys

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

ByComponent

Solutions

Services

By Mode of Channel:

Phone

Social Media

Chat

Email or Text

Website

By Application:

Workforce Optimization

Predictive Call Routing

Journey Orchestration

Agent Performance Management

Sentiment Analysis

Appointment Scheduling

Other Applications

By Deployment Mode:

Cloud

On-premises

By Organization Size:

SMEs

Large Enterprises

By Verticals:

BFSI

Media & entertainment

Retail & eCommerce

Healthcare & Life Sciences

Travel & Hospitality

IT & Telecom

Transportation & Logistics

Others

By Region:

North America

U.S.

Canada

Europe

UK

Germany

France

Spain

Italy

ROE

Asia Pacific

China

India

Japan

Australia

South Korea

RoAPAC

Latin America

Brazil

Mexico

Rest of the World

Furthermore, years considered for the study are as follows:

Historical year – 2018, 2019, 2020

Base year – 2021

Forecast period – 2022 to 2028

Target Audience of the Global Call Center AI Market in Market Study:

Key Consulting Companies & Advisors

Large, medium-sized, and small enterprises

Venture capitalists

Value-Added Resellers (VARs)

Third-party knowledge providers

Investment bankers

Investors

Chapter 1. Executive Summary

1.1. Market Snapshot

1.2. Global & Segmental Market Estimates & Forecasts, 2020-2028 (USD Billion)

1.2.1. Call Center AI Market , by Region, 2020-2028 (USD Billion)

1.2.2. Call Center AI Market , by Component ,2020-2028 (USD Billion)

1.2.3. Call Center AI Market , by Mode of Channel,2020-2028 (USD Billion)

1.2.4. Call Center AI Market , by Application ,2020-2028 (USD Billion)

1.2.5. Call Center AI Market , by Deployment Mode ,2020-2028 (USD Billion)

1.2.6. Call Center AI Market , by Organization Size,2020-2028 (USD Billion)

1.2.7. Call Center AI Market , by Verticals,2020-2028 (USD Billion)

1.3. Key Trends

1.4. Estimation Methodology

1.5. Research Assumption

Chapter 2. Global Call Center AI Market Definition and Scope

2.1. Objective of the Study

2.2. Market Definition & Scope

2.2.1. Scope of the Study

2.2.2. Industry Evolution

2.3. Years Considered for the Study

2.4. Currency Conversion Rates

Chapter 3. Global Call Center AI Market Dynamics

3.1. Call Center AI Market Impact Analysis (2020-2028)

3.1.1. Market Drivers

3.1.1.1. Advent of AI in call center to offer enhanced customer support services and better experience

3.1.1.2. Rising development in customer engagement through social media platforms

3.1.2. Market Challenges

3.1.2.1. Unsupervised learning

3.1.3. Market Opportunities

3.1.3.1. Advancements in AI and ML to facilitate real-time actionable insights

Chapter 4. Global Call Center AI Market Industry Analysis

4.1. Porter’s 5 Force Model

4.1.1. Bargaining Power of Suppliers

4.1.2. Bargaining Power of Buyers

4.1.3. Threat of New Entrants

4.1.4. Threat of Substitutes

4.1.5. Competitive Rivalry

4.1.6. Futuristic Approach to Porter’s 5 Force Model (2018-2028)

4.2. PEST Analysis

4.2.1. Political

4.2.2. Economical

4.2.3. Social

4.2.4. Technological

4.3. Investment Adoption Model

4.4. Analyst Recommendation & Conclusion

4.5. Top investment opportunity

4.6. Top winning strategies

Chapter 5. Risk Assessment: COVID-19 Impact

5.1.1. Assessment of the overall impact of COVID-19 on the industry

5.1.2. Pre COVID-19 and post COVID-19 Market scenario

Chapter 6. Global Call Center AI Market , by Component

6.1. Market Snapshot

6.2. Global Call Center AI Market by Component , Performance - Potential Analysis

6.3. Global Call Center AI Market Estimates & Forecasts by Component 2018-2028 (USD Billion)

6.4. Call Center AI Market , Sub Segment Analysis

6.4.1. Solutions

6.4.2. Services

Chapter 7. Global Call Center AI Market , by Mode of Channel

7.1. Market Snapshot

7.2. Global Call Center AI Market by Mode of Channel, Performance - Potential Analysis

7.3. Global Call Center AI Market Estimates & Forecasts by Mode of Channel2018-2028 (USD Billion)

7.3.1. Phone

7.3.2. Social Media

7.3.3. Chat

7.3.4. Email or Text

7.3.5. Website

Chapter 8. Global Call Center AI Market , by Application

8.1. Market Snapshot

8.2. Global Call Center AI Market by Application , Performance - Potential Analysis

8.3. Global Call Center AI Market Estimates & Forecasts by Application 2018-2028 (USD Billion)

8.4. Call Center AI Market , Sub Segment Analysis

8.4.1. Workforce Optimization

8.4.2. Predictive Call Routing

8.4.3. Journey Orchestration

8.4.4. Agent Performance Management

8.4.5. Sentiment Analysis

8.4.6. Appointment Scheduling

8.4.7. Other Applications

Chapter 9. Global Call Center AI Market , by Deployment Mode

9.1. Market Snapshot

9.2. Global Call Center AI Market by Deployment Mode , Performance - Potential Analysis

9.3. Global Call Center AI Market Estimates & Forecasts by Deployment Mode 2018-2028 (USD Billion)

9.4. Call Center AI Market , Sub Segment Analysis

9.4.1. Cloud

9.4.2. On-premises

Chapter 10. Global Call Center AI Market , by Organization Size

10.1. Market Snapshot

10.2. Global Call Center AI Market by Organzisation Size, Performance - Potential Analysis

10.3. Global Call Center AI Market Estimates & Forecasts by Organzisation Size 2018-2028 (USD Billion)

10.4. Call Center AI Market , Sub Segment Analysis

10.4.1. SMEs

10.4.2. Large Enterprises

Chapter 11. Global Call Center AI Market , by Verticals

11.1. Market Snapshot

11.2. Global Call Center AI Market by Verticals, Performance - Potential Analysis

11.3. Global Call Center AI Market Estimates & Forecasts by Verticals 2018-2028 (USD Billion)

11.4. Call Center AI Market , Sub Segment Analysis

11.4.1. BFSI

11.4.2. Media & entertainment

11.4.3. Retail & eCommerce

11.4.4. Healthcare & Life Sciences

11.4.5. Travel & Hospitality

11.4.6. IT & Telecom

11.4.7. Transportation & Logistics

11.4.8. Others

Chapter 12. Global Call Center AI Market , Regional Analysis

12.1. Call Center AI Market , Regional Market Snapshot

12.2. North America Call Center AI Market

12.2.1. U.S.CallCenter AI Market

12.2.1.1. Component breakdown estimates & forecasts, 2018-2028

12.2.1.2. Mode of Channelbreakdown estimates & forecasts, 2018-2028

12.2.1.3. Application breakdown estimates & forecasts, 2018-2028

12.2.1.4. Deployment Mode breakdown estimates & forecasts, 2018-2028

12.2.1.5. Organization Size breakdown estimates & forecasts, 2018-2028

12.2.1.6. Verticals breakdown estimates & forecasts, 2018-2028

12.2.2. CanadaCallCenter AI Market

12.3. Europe Call Center AI Market Snapshot

12.3.1. U.K. Call Center AI Market

12.3.2. Germany Call Center AI Market

12.3.3. France Call Center AI Market

12.3.4. Spain Call Center AI Market

12.3.5. Italy Call Center AI Market

12.3.6. Rest of EuropeCallCenter AI Market

12.4. Asia-PacificCallCenter AI Market Snapshot

12.4.1. China Call Center AI Market

12.4.2. India Call Center AI Market

12.4.3. JapanCallCenter AI Market

12.4.4. Australia Call Center AI Market

12.4.5. South Korea Call Center AI Market

12.4.6. Rest of Asia PacificCallCenter AI Market

12.5. Latin America Call Center AI Market Snapshot

12.5.1. Brazil Call Center AI Market

12.5.2. Mexico Call Center AI Market

12.6. Rest of The World Call Center AI Market

Chapter 13. Competitive Intelligence

13.1. Top Market Strategies

13.2. Company Profiles

13.2.1. IBM

13.2.1.1. Key Information

13.2.1.2. Overview

13.2.1.3. Financial (Subject to Data Availability)

13.2.1.4. Mode of ChannelSummary

13.2.1.5. Recent Developments

13.2.2. Microsoft

13.2.3. Oracle

13.2.4. Aws

13.2.5. Google

13.2.6. Sap

13.2.7. Avaya

13.2.8. Nice

13.2.9. Nuance Communications

13.2.10. Genesys

Chapter 14. Research Process

14.1. Research Process

14.1.1. Data Mining

14.1.2. Analysis

14.1.3. Market Estimation

14.1.4. Validation

14.1.5. Publishing

14.2. Research Attributes

14.3. Research Assumption

List of Tables

TABLE 1. Global Call Center AI Market , report scope

TABLE 2. Global Call Center AI Market estimates & forecasts by Region2018-2028 (USDBillion)

TABLE 3. Global Call Center AI Market estimates & forecasts byComponent2018-2028 (USDBillion)

TABLE 4. Global Call Center AI Market estimates & forecasts byMode of Channel2018-2028 (USDBillion)

TABLE 5. Global Call Center AI Market estimates & forecasts byApplication2018-2028 (USDBillion)

TABLE 6. Global Call Center AI Market estimates & forecasts byDeploymentMode 2018-2028 (USDBillion)

TABLE 7. Global Call Center AI Market by segment, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 8. Global Call Center AI Market by region, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 9. Global Call Center AI Market by segment, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 10. Global Call Center AI Market by region, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 11. Global Call Center AI Market by segment, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 12. Global Call Center AI Market by region, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 13. Global Call Center AI Market by segment, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 14. Global Call Center AI Market by region, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 15. Global Call Center AI Market by segment, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 16. Global Call Center AI Market by region, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 17. U.S. Call Center AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 18. U.S. Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 19. U.S. Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 20. Canada Call Center AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 21. Canada Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 22. Canada Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 23. UKCall Center AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 24. UKCallCenter AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 25. UKCallCenter AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 26. Germany Call Center AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 27. Germany Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 28. Germany Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 29. RoECallCenter AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 30. RoECallCenter AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 31. RoECallCenter AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 32. China Call Center AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 33. China Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 34. China Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 35. India Call Center AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 36. India Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 37. India Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 38. Japan Call Center AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 39. Japan Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 40. Japan Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 41. RoAPACCall Center AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 42. RoAPACCallCenter AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 43. RoAPACCall Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 44. Brazil Call Center AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 45. Brazil Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 46. Brazil Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 47. Mexico Call Center AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 48. Mexico Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 49. Mexico Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 50. RoLACallCenter AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 51. RoLACallCenter AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 52. RoLACallCenter AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 53. Row Call Center AI Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 54. Row Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 55. Row Call Center AI Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 56. List of secondary sources, used in the study of global Call Center AI Market

TABLE 57. List of primary sources, used in the study of global Call Center AI Market

TABLE 58. Years considered for the study

TABLE 59. Exchange rates considered

 
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