Call Center AI Market by Component (Services, Software), Deployment (On-Cloud, On-Premises), Organization, Application, Vertical - Global Forecast 2023-2030
The Call Center AI Market is projected to reach USD 9.36 billion by 2030 from USD 1.75 billion in 2022, at a CAGR of 23.24% during the forecast period.
Market Segmentation & Coverage:
This research report analyzes various sub-markets, forecasts revenues, and examines emerging trends in each category to provide a comprehensive outlook on the Call Center AI Market.
- Based on Component, market is studied across Services and Software. The Services is further studied across Consulting, Support & Maintenance, and System Integration & Deployment. The Software is projected to witness significant market share during forecast period.
- Based on Deployment, market is studied across On-Cloud and On-Premises. The On-Premises is projected to witness significant market share during forecast period.
- Based on Organization, market is studied across Large Enterprises and Small & Medium Enterprises. The Small & Medium Enterprises is projected to witness significant market share during forecast period.
- Based on Application, market is studied across Agent Performance Management, Appointment Scheduling, Journey Orchestration, Predictive Call Routing, Sentiment Analysis, and Workforce Optimization. The Appointment Scheduling is projected to witness significant market share during forecast period.
- Based on Vertical, market is studied across Banking, Financial Services, & Insurance (BFSI), Healthcare, Media & Entertainment, Retail & E-Commerce, Telecom, and Travel & Hospitality. The Healthcare is projected to witness significant market share during forecast period.
- Based on Region, market is studied across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas is further studied across Argentina, Brazil, Canada, Mexico, and United States. The United States is further studied across California, Florida, Illinois, New York, Ohio, Pennsylvania, and Texas. The Asia-Pacific is further studied across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. The Europe, Middle East & Africa is further studied across Denmark, Egypt, Finland, France, Germany, Israel, Italy, Netherlands, Nigeria, Norway, Poland, Qatar, Russia, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, and United Kingdom. The Americas commanded largest market share of 38.74% in 2022, followed by Europe, Middle East & Africa.
The report provides market sizing and forecasts across 7 major currencies - USD, EUR, JPY, GBP, AUD, CAD, and CHF; multiple currency support helps organization leaders to make well-informed decisions. In this report, 2018 to 2021 are considered as historical years, 2022 is base year, 2023 is estimated year, and years from 2024 to 2030 are considered as forecast period.
FPNV Positioning Matrix:
The FPNV Positioning Matrix is an indispensable tool for assessing the Call Center AI Market. It comprehensively evaluates vendors, analyzing key metrics related to Business Strategy and Product Satisfaction. This enables users to make informed decisions tailored to their specific needs. Through advanced analysis, vendors are categorized into four distinct quadrants, each representing a different level of success: Forefront (F), Pathfinder (P), Niche (N), or Vital (V). Be assured that this insightful framework empowers decision-makers to navigate the market with confidence.
Market Share Analysis:
The Market Share Analysis offers invaluable insights into the vendor landscape Call Center AI Market. By evaluating their impact on overall revenue, customer base, and other key metrics, we provide companies with a comprehensive understanding of their performance and the competitive environment they confront. This analysis also uncovers the level of competition in terms of market share acquisition, fragmentation, dominance, and industry consolidation during the study period.
Key Company Profiles:
The report delves into recent significant developments in the Call Center AI Market, highlighting leading vendors and their innovative profiles. These include Artificial Solutions, Avaya Holdings Corp., Cognigy GmbH, Conversica, Cresta Intelligence, Inc., Google, LLC, Haptik, Inbenta Technologies Inc., Infinitus Systems, Inc., International Business Machines Corporation, Kore.ai, Inc., Level AI, LivePerson, Microsoft Corporation, Oracle Corporation, Parloa GmbH, PolyAI Limited, Pypestream Inc., Replicant Solutions, Inc., Rulai, Inc., SAP SE, Shelf, Skit USA, Inc., Uniphore Technologies Inc., and Zendesk, Inc..
The report offers valuable insights on the following aspects:
- Market Penetration: It provides comprehensive information about key players' market dynamics and offerings.
- Market Development: In-depth analysis of emerging markets and penetration across mature market segments, highlighting lucrative opportunities.
- Market Diversification: Detailed information about new product launches, untapped geographies, recent developments, and investments.
- Competitive Assessment & Intelligence: Exhaustive assessment of market shares, strategies, products, certifications, regulatory approvals, patent landscape, and manufacturing capabilities of leading players.
- Product Development & Innovation: Intelligent insights on future technologies, R&D activities, and breakthrough product developments.
- What is the market size and forecast for the Call Center AI Market?
- Which products, segments, applications, and areas hold the highest investment potential in the Call Center AI Market?
- What is the competitive strategic window for identifying opportunities in the Call Center AI Market?
- What are the latest technology trends and regulatory frameworks in the Call Center AI Market?
- What is the market share of the leading vendors in the Call Center AI Market?
- Which modes and strategic moves are suitable for entering the Call Center AI Market?
Note: PDF & Excel + Online Access - 1 Year
- 1. Preface
- 1.1. Objectives of the Study
- 1.2. Market Segmentation & Coverage
- 1.3. Years Considered for the Study
- 1.4. Currency & Pricing
- 1.5. Language
- 1.6. Limitations
- 1.7. Assumptions
- 1.8. Stakeholders
- 2. Research Methodology
- 2.1. Define: Research Objective
- 2.2. Determine: Research Design
- 2.3. Prepare: Research Instrument
- 2.4. Collect: Data Source
- 2.5. Analyze: Data Interpretation
- 2.6. Formulate: Data Verification
- 2.7. Publish: Research Report
- 2.8. Repeat: Report Update
- 3. Executive Summary
- 4. Market Overview
- 4.1. Introduction
- 4.2. Call Center AI Market, by Region
- 5. Market Insights
- 5.1. Market Dynamics
- 5.1.1. Drivers
- 5.1.1.1. Proliferation in data generation through social media and IoT
- 5.1.1.2. Rising customer engagement via social media platforms
- 5.1.1.3. Provision for improved customer support services with the use of AI in organizations
- 5.1.2. Restraints
- 5.1.2.1. Dearth of skilled employees and predisposition for online chats over chatbots
- 5.1.3. Opportunities
- 5.1.3.1. Robust research and development in gesture recognition technology with chatbots and virtual assistants
- 5.1.3.2. Ongoing product launches with machine learning and artificial intelligence
- 5.1.4. Challenges
- 5.1.4.1. Concerns over data privacy and security
- 5.2. Market Segmentation Analysis
- 5.3. Market Trend Analysis
- 5.4. Cumulative Impact of COVID-19
- 5.5. Cumulative Impact of Russia-Ukraine Conflict
- 5.6. Cumulative Impact of High Inflation
- 5.7. Porter’s Five Forces Analysis
- 5.7.1. Threat of New Entrants
- 5.7.2. Threat of Substitutes
- 5.7.3. Bargaining Power of Customers
- 5.7.4. Bargaining Power of Suppliers
- 5.7.5. Industry Rivalry
- 5.8. Value Chain & Critical Path Analysis
- 5.9. Regulatory Framework
- 5.10. Client Customization
- 6. Call Center AI Market, by Component
- 6.1. Introduction
- 6.2. Services
- 6.3.1. Consulting
- 6.3.2. Support & Maintenance
- 6.3.3. System Integration & Deployment
- 6.3. Software
- 7. Call Center AI Market, by Deployment
- 7.1. Introduction
- 7.2. On-Cloud
- 7.3. On-Premises
- 8. Call Center AI Market, by Organization
- 8.1. Introduction
- 8.2. Large Enterprises
- 8.3. Small & Medium Enterprises
- 9. Call Center AI Market, by Application
- 9.1. Introduction
- 9.2. Agent Performance Management
- 9.3. Appointment Scheduling
- 9.4. Journey Orchestration
- 9.5. Predictive Call Routing
- 9.6. Sentiment Analysis
- 9.7. Workforce Optimization
- 10. Call Center AI Market, by Vertical
- 10.1. Introduction
- 10.2. Banking, Financial Services, & Insurance (BFSI)
- 10.3. Healthcare
- 10.4. Media & Entertainment
- 10.5. Retail & E-Commerce
- 10.6. Telecom
- 10.7. Travel & Hospitality
- 11. Americas Call Center AI Market
- 11.1. Introduction
- 11.2. Argentina
- 11.3. Brazil
- 11.4. Canada
- 11.5. Mexico
- 11.6. United States
- 12. Asia-Pacific Call Center AI Market
- 12.1. Introduction
- 12.2. Australia
- 12.3. China
- 12.4. India
- 12.5. Indonesia
- 12.6. Japan
- 12.7. Malaysia
- 12.8. Philippines
- 12.9. Singapore
- 12.10. South Korea
- 12.11. Taiwan
- 12.12. Thailand
- 12.13. Vietnam
- 13. Europe, Middle East & Africa Call Center AI Market
- 13.1. Introduction
- 13.2. Denmark
- 13.3. Egypt
- 13.4. Finland
- 13.5. France
- 13.6. Germany
- 13.7. Israel
- 13.8. Italy
- 13.9. Netherlands
- 13.10. Nigeria
- 13.11. Norway
- 13.12. Poland
- 13.13. Qatar
- 13.14. Russia
- 13.15. Saudi Arabia
- 13.16. South Africa
- 13.17. Spain
- 13.18. Sweden
- 13.19. Switzerland
- 13.20. Turkey
- 13.21. United Arab Emirates
- 13.22. United Kingdom
- 14. Competitive Landscape
- 14.1. FPNV Positioning Matrix
- 14.2. Market Share Analysis, By Key Player
- 14.3. Competitive Scenario Analysis, By Key Player
- 15. Competitive Portfolio
- 15.1. Key Company Profiles
- 15.1.1. Artificial Solutions
- 15.1.2. Avaya Holdings Corp.
- 15.1.3. Cognigy GmbH
- 15.1.4. Conversica
- 15.1.5. Cresta Intelligence, Inc.
- 15.1.6. Google, LLC
- 15.1.7. Haptik
- 15.1.8. Inbenta Technologies Inc.
- 15.1.9. Infinitus Systems, Inc.
- 15.1.10. International Business Machines Corporation
- 15.1.11. Kore.ai, Inc.
- 15.1.12. Level AI
- 15.1.13. LivePerson
- 15.1.14. Microsoft Corporation
- 15.1.15. Oracle Corporation
- 15.1.16. Parloa GmbH
- 15.1.17. PolyAI Limited
- 15.1.18. Pypestream Inc.
- 15.1.19. Replicant Solutions, Inc.
- 15.1.20. Rulai, Inc.
- 15.1.21. SAP SE
- 15.1.22. Shelf
- 15.1.23. Skit USA, Inc.
- 15.1.24. Uniphore Technologies Inc.
- 15.1.25. Zendesk, Inc.
- 15.2. Key Product Portfolio
- 16. Appendix
- 16.1. Discussion Guide
- 16.2. License & Pricing
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