Call Center AI Market Size, Share, Growth and Global Industry Analysis By Type & Application, Regional Insights and Forecast to 2024-2032
Growth Factors of Call Center AI Market
The call center AI market size was valued at USD 1.60 billion in 2023, and the market is now projected to grow from USD 1.95 billion in 2024 to USD 10.07 billion by 2032, exhibiting a CAGR of 22.7 % during the forecast period of 2024-2032.
The worldwide marketplace increase in name middle AI is fueled through COVID-19-driven progressive technology like omnichannel answers and fine assurance tech. These improvements enhance purchaser engagement and provide hyper-customized experiences. Yet, the pandemic has also appreciably fashioned marketplace dynamics.
The marketplace is experiencing increase pushed via establishments adopting AI in client offerings, transitioning to AI-powered chatbots for advanced customer stories. AI equips touch center agents with facts for higher upselling possibilities. Businesses leverage AI digital marketers to automate duties like inquiries and technical help, riding market enlargement. Contact middle AI vendors facilitate AI adoption, boosting market increase without requiring giant AI knowledge.
Advancements in AI and ML technology permit actual-time actionable client insights, fostering market boom. Across sectors like IT, BFSI, healthcare, and retail, AI packages forecast results and automate strategies in touch facilities. This stability in customer support complements customer pleasure at the same time as optimizing aid channels throughout peak instances, using market expansion.
Comprehensive Analysis of Call Center AI Market
The call center AI market growth is rising at an exponential rate due to its market segmentation. This market expansion effectively provides a detailed regional assessment considering the dominant supply and demand forces that impact the industry. These segmentations are methodically segregated by application analysis, by deployment analysis, by enterprise type analysis, by channel analysis, by industry analysis. By application analysis incudes, predictive call routing, journey orchestration, quality management, sentiment analysis, workforce management & advanced scheduling, and others. By deployment analysis incudes, cloud-based and on-premise. By enterprise type analysis incudes, large enterprises, and small & medium enterprises. By channel analysis incudes, social media, phone, chat, website and email or text. By industry analysis BFSI, IT & Telecommunication, Retail & Ecommerce, Healthcare, Energy & Utilities, Travel & Hospitality, and others.
The North America region lead the call center AI market share by benefitting a market size of USD 0.58 billion in 2023 due to the region's call centers’ rising implementation of contact center AI technologies.
The top players in the market play a crucial role in the industry assuring market growth and setting market standards. These players include IBM, NICE, Zendesk, BrightPattern, SmartAction LLC, Artificial Solutions, SAP, Oracle, Avaya Inc., and Jio Haptik Technologies Ltd these market players provide a level-playing competitive landscape.
In February 2024, Wipro Limited's collaboration with IBM advances AI adoption through the Wipro Enterprise AI-Ready Platform, offering interoperable services and joint solutions for reliable, robust AI implementations.
Segmentation Table
Attribute Details
Study Period 2019-2032
Base Year 2023
Estimated Year 2024
Forecast Period 2024-2032
Historical Period 2019-2022
Growth Rate CAGR of 22.7% from 2024 to 2032
Unit Value (USD Billion)
Segmentation By Application
Predictive Call Routing
Journey Orchestration
Quality Management
Sentiment Analysis
Workforce Management & Advanced Scheduling
Others (Call center reporting and others)
By Deployment
Cloud-based
On-premises
By Enterprise Type
Large Enterprises
Small & Medium Enterprises
By Channel
Social Media
Phone
Chat
Website
Email or Text
By Industry
BFSI
IT & Telecommunication
Retail & Ecommerce
Healthcare
Energy & Utilities
Travels & Hospitality
Others (Government and Education)
By Region
North America (By Application, By Deployment, By Enterprise Type, By Channel, By Industry, and By Country)
U.S. (By Industry)
Canada (By Industry)
Mexico (By Industry)
South America (By Application, By Deployment, By Enterprise Type, By Channel, By Industry, and By Country)
Brazil (By Industry)
Argentina (By Industry)
Rest of South America
Europe (By Application, By Deployment, By Enterprise Type, By Channel, By Industry, and By Country)
Germany (By Industry)
France (By Industry)
Italy (By Industry)
Spain (By Industry)
Russia (By Industry)
Benelux (By Industry)
Nordics (By Industry)
Rest of Europe
Middle East & Africa (By Application, By Deployment, By Enterprise Type, By Channel, By Industry, and By Country)
Turkey (By Industry)
Israel (By Industry)
GCC (By Industry)
South Africa (By Industry)
North Africa (By Industry)
Rest of the Middle East & Africa
Asia Pacific (By Application, By Deployment, By Enterprise Type, By Channel, By Industry, and By Country)
China (By Industry)
India (By Industry)
Japan (By Industry)
South Korea (By Industry)
ASEAN (By Industry)
Oceania (By Industry)
Rest of Asia Pacific
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- 1. Introduction
- 1.1. Definition, By Segment
- 1.2. Research Methodology/Approach
- 1.3. Data Sources
- 2. Executive Summary
- 3. Market Dynamics
- 3.1. Macro and Micro Economic Indicators
- 3.2. Drivers, Restraints, Opportunities and Trends
- 3.3. Impact of Generative AI
- 4. Competition Landscape
- 4.1. Business Strategies Adopted by Key Players
- 4.2. Consolidated SWOT Analysis of Key Players
- 4.3. Global Call Center AI Key Players Market Share/Ranking, 2023
- 5. Global Call Center AI Market Size Estimates and Forecasts, By Segments, 2019-2032
- 5.1. Key Findings
- 5.2. By Application (USD)
- 5.2.1. Predictive Call Routing
- 5.2.2. Journey Orchestration
- 5.2.3. Quality Management
- 5.2.4. Sentiment Analysis
- 5.2.5. Workforce Management & Advanced Scheduling
- 5.2.6. Others (Call center reporting, etc.)
- 5.3. By Deployment (USD)
- 5.3.1. Cloud-based
- 5.3.2. On-premises
- 5.4. By Enterprise Type (USD)
- 5.4.1. Large Enterprises
- 5.4.2. Small & Medium Enterprises
- 5.5. By Channel (USD)
- 5.5.1. Social Media
- 5.5.2. Phone
- 5.5.3. Chat
- 5.5.4. Website
- 5.5.5. Email or Text
- 5.6. By Industry (USD)
- 5.6.1. BFSI
- 5.6.2. IT & Telecommunication
- 5.6.3. Retail & Ecommerce
- 5.6.4. Healthcare
- 5.6.5. Energy & Utilities
- 5.6.6. Travels & Hospitality
- 5.6.7. Others (Government, Education and etc.)
- 5.7. By Region (USD)
- 5.7.1. North America
- 5.7.2. South America
- 5.7.3. Europe
- 5.7.4. Middle East & Africa
- 5.7.5. Asia Pacific
- 6. North America Call Center AI Market Size Estimates and Forecasts, By Segments, 2019-2032
- 6.1. Key Findings
- 6.2. By Application (USD)
- 6.2.1. Predictive Call Routing
- 6.2.2. Journey Orchestration
- 6.2.3. Quality Management
- 6.2.4. Sentiment Analysis
- 6.2.5. Workforce Management & Advanced Scheduling
- 6.2.6. Others (Call center reporting, etc.)
- 6.3. By Deployment (USD)
- 6.3.1. Cloud-based
- 6.3.2. On-premises
- 6.4. By Enterprise Type (USD)
- 6.4.1. Large Enterprises
- 6.4.2. Small & Medium Enterprises
- 6.5. By Channel (USD)
- 6.5.1. Social Media
- 6.5.2. Phone
- 6.5.3. Chat
- 6.5.4. Website
- 6.5.5. Email or Text
- 6.6. By Industry (USD)
- 6.6.1. BFSI
- 6.6.2. IT & Telecommunication
- 6.6.3. Retail & Ecommerce
- 6.6.4. Healthcare
- 6.6.5. Energy & Utilities
- 6.6.6. Travels & Hospitality
- 6.6.7. Others (Government, Education and etc.)
- 6.7. By Country (USD)
- 6.7.1. United States
- 6.7.1.1. By Industry
- 6.7.2. Canada
- 6.7.2.1. By Industry
- 6.7.3. Mexico
- 6.7.3.1. By Industry
- 7. South America Call Center AI Market Size Estimates and Forecasts, By Segments, 2019-2032
- 7.1. Key Findings
- 7.2. By Application (USD)
- 7.2.1. Predictive Call Routing
- 7.2.2. Journey Orchestration
- 7.2.3. Quality Management
- 7.2.4. Sentiment Analysis
- 7.2.5. Workforce Management & Advanced Scheduling
- 7.2.6. Others (Call center reporting, etc.)
- 7.3. By Deployment (USD)
- 7.3.1. Cloud-based
- 7.3.2. On-premises
- 7.4. By Enterprise Type (USD)
- 7.4.1. Large Enterprises
- 7.4.2. Small & Medium Enterprises
- 7.5. By Channel (USD)
- 7.5.1. Social Media
- 7.5.2. Phone
- 7.5.3. Chat
- 7.5.4. Website
- 7.5.5. Email or Text
- 7.6. By Industry (USD)
- 7.6.1. BFSI
- 7.6.2. IT & Telecommunication
- 7.6.3. Retail & Ecommerce
- 7.6.4. Healthcare
- 7.6.5. Energy & Utilities
- 7.6.6. Travels & Hospitality
- 7.6.7. Others (Government, Education and etc.)
- 7.7. By Country (USD)
- 7.7.1. Brazil
- 7.7.1.1. By Industry
- 7.7.2. Argentina
- 7.7.2.1. By Industry
- 7.7.3. Rest of South America
- 8. Europe Call Center AI Market Size Estimates and Forecasts, By Segments, 2019-2032
- 8.1. Key Findings
- 8.2. By Application (USD)
- 8.2.1. Predictive Call Routing
- 8.2.2. Journey Orchestration
- 8.2.3. Quality Management
- 8.2.4. Sentiment Analysis
- 8.2.5. Workforce Management & Advanced Scheduling
- 8.2.6. Others (Call center reporting, etc.)
- 8.3. By Deployment (USD)
- 8.3.1. Cloud-based
- 8.3.2. On-premises
- 8.4. By Enterprise Type (USD)
- 8.4.1. Large Enterprises
- 8.4.2. Small & Medium Enterprises
- 8.5. By Channel (USD)
- 8.5.1. Social Media
- 8.5.2. Phone
- 8.5.3. Chat
- 8.5.4. Website
- 8.5.5. Email or Text
- 8.6. By Industry (USD)
- 8.6.1. BFSI
- 8.6.2. IT & Telecommunication
- 8.6.3. Retail & Ecommerce
- 8.6.4. Healthcare
- 8.6.5. Energy & Utilities
- 8.6.6. Travels & Hospitality
- 8.6.7. Others (Government, Education and etc.)
- 8.7. By Country (USD)
- 8.7.1. United Kingdom
- 8.7.1.1. By Industry
- 8.7.2. Germany
- 8.7.2.1. By Industry
- 8.7.3. France
- 8.7.3.1. By Industry
- 8.7.4. Italy
- 8.7.4.1. By Industry
- 8.7.5. Spain
- 8.7.5.1. By Industry
- 8.7.6. Russia
- 8.7.6.1. By Industry
- 8.7.7. Benelux
- 8.7.7.1. By Industry
- 8.7.8. Nordics
- 8.7.8.1. By Industry
- 8.7.9. Rest of Europe
- 9. Middle East & Africa Call Center AI Market Size Estimates and Forecasts, By Segments, 2019-2032
- 9.1. Key Findings
- 9.2. By Application (USD)
- 9.2.1. Predictive Call Routing
- 9.2.2. Journey Orchestration
- 9.2.3. Quality Management
- 9.2.4. Sentiment Analysis
- 9.2.5. Workforce Management & Advanced Scheduling
- 9.2.6. Others (Call center reporting, etc.)
- 9.3. By Deployment (USD)
- 9.3.1. Cloud-based
- 9.3.2. On-premises
- 9.4. By Enterprise Type (USD)
- 9.4.1. Large Enterprises
- 9.4.2. Small & Medium Enterprises
- 9.5. By Channel (USD)
- 9.5.1. Social Media
- 9.5.2. Phone
- 9.5.3. Chat
- 9.5.4. Website
- 9.5.5. Email or Text
- 9.6. By Industry (USD)
- 9.6.1. BFSI
- 9.6.2. IT & Telecommunication
- 9.6.3. Retail & Ecommerce
- 9.6.4. Healthcare
- 9.6.5. Energy & Utilities
- 9.6.6. Travels & Hospitality
- 9.6.7. Others (Government, Education and etc.)
- 9.7. By Country (USD)
- 9.7.1. Turkey
- 9.7.1.1. By Industry
- 9.7.2. Israel
- 9.7.2.1. By Industry
- 9.7.3. GCC
- 9.7.3.1. By Industry
- 9.7.4. North Africa
- 9.7.4.1. By Industry
- 9.7.5. South Africa
- 9.7.5.1. By Industry
- 9.7.6. Rest of MEA
- 10. Asia Pacific Call Center AI Market Size Estimates and Forecasts, By Segments, 2019-2032
- 10.1. Key Findings
- 10.2. By Application (USD)
- 10.2.1. Predictive Call Routing
- 10.2.2. Journey Orchestration
- 10.2.3. Quality Management
- 10.2.4. Sentiment Analysis
- 10.2.5. Workforce Management & Advanced Scheduling
- 10.2.6. Others (Call center reporting, etc.)
- 10.3. By Deployment (USD)
- 10.3.1. Cloud-based
- 10.3.2. On-premises
- 10.4. By Enterprise Type (USD)
- 10.4.1. Large Enterprises
- 10.4.2. Small & Medium Enterprises
- 10.5. By Channel (USD)
- 10.5.1. Social Media
- 10.5.2. Phone
- 10.5.3. Chat
- 10.5.4. Website
- 10.5.5. Email or Text
- 10.6. By Industry (USD)
- 10.6.1. BFSI
- 10.6.2. IT & Telecommunication
- 10.6.3. Retail & Ecommerce
- 10.6.4. Healthcare
- 10.6.5. Energy & Utilities
- 10.6.6. Travels & Hospitality
- 10.6.7. Others (Government, Education and etc.)
- 10.7. By Country (USD)
- 10.7.1. China
- 10.7.1.1. By Industry
- 10.7.2. India
- 10.7.2.1. By Industry
- 10.7.3. Japan
- 10.7.3.1. By Industry
- 10.7.4. South Korea
- 10.7.4.1. By Industry
- 10.7.5. ASEAN
- 10.7.5.1. By Industry
- 10.7.6. Oceania
- 10.7.6.1. By Industry
- 10.7.7. Rest of Asia Pacific
- 11. Company Profiles for Top 10 Players (Based on data availability in public domain and/or on paid databases)
- 11.1. IBM Corporation
- 11.1.1. Overview
- 11.1.1.1. Key Management
- 11.1.1.2. Headquarters
- 11.1.1.3. Offerings/Business Segments
- 11.1.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.1.2.1. Employee Size
- 11.1.2.2. Past and Current Revenue
- 11.1.2.3. Geographical Share
- 11.1.2.4. Business Segment Share
- 11.1.2.5. Recent Developments
- 11.2. NICE
- 11.2.1. Overview
- 11.2.1.1. Key Management
- 11.2.1.2. Headquarters
- 11.2.1.3. Offerings/Business Segments
- 11.2.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.2.2.1. Employee Size
- 11.2.2.2. Past and Current Revenue
- 11.2.2.3. Geographical Share
- 11.2.2.4. Business Segment Share
- 11.2.2.5. Recent Developments
- 11.3. Zendesk
- 11.3.1. Overview
- 11.3.1.1. Key Management
- 11.3.1.2. Headquarters
- 11.3.1.3. Offerings/Business Segments
- 11.3.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.3.2.1. Employee Size
- 11.3.2.2. Past and Current Revenue
- 11.3.2.3. Geographical Share
- 11.3.2.4. Business Segment Share
- 11.3.2.5. Recent Developments
- 11.4. BrightPattern
- 11.4.1. Overview
- 11.4.1.1. Key Management
- 11.4.1.2. Headquarters
- 11.4.1.3. Offerings/Business Segments
- 11.4.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.4.2.1. Employee Size
- 11.4.2.2. Past and Current Revenue
- 11.4.2.3. Geographical Share
- 11.4.2.4. Business Segment Share
- 11.4.2.5. Recent Developments
- 11.5. SmartAction LLC
- 11.5.1. Overview
- 11.5.1.1. Key Management
- 11.5.1.2. Headquarters
- 11.5.1.3. Offerings/Business Segments
- 11.5.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.5.2.1. Employee Size
- 11.5.2.2. Past and Current Revenue
- 11.5.2.3. Geographical Share
- 11.5.2.4. Business Segment Share
- 11.5.2.5. Recent Developments
- 11.6. Artificial Solutions
- 11.6.1. Overview
- 11.6.1.1. Key Management
- 11.6.1.2. Headquarters
- 11.6.1.3. Offerings/Business Segments
- 11.6.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.6.2.1. Employee Size
- 11.6.2.2. Past and Current Revenue
- 11.6.2.3. Geographical Share
- 11.6.2.4. Business Segment Share
- 11.6.2.5. Recent Developments
- 11.7. SAP
- 11.7.1. Overview
- 11.7.1.1. Key Management
- 11.7.1.2. Headquarters
- 11.7.1.3. Offerings/Business Segments
- 11.7.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.7.2.1. Employee Size
- 11.7.2.2. Past and Current Revenue
- 11.7.2.3. Geographical Share
- 11.7.2.4. Business Segment Share
- 11.7.2.5. Recent Developments
- 11.8. Oracle
- 11.8.1. Overview
- 11.8.1.1. Key Management
- 11.8.1.2. Headquarters
- 11.8.1.3. Offerings/Business Segments
- 11.8.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.8.2.1. Employee Size
- 11.8.2.2. Past and Current Revenue
- 11.8.2.3. Geographical Share
- 11.8.2.4. Business Segment Share
- 11.8.2.5. Recent Developments
- 11.9. Avaya Inc.
- 11.9.1. Overview
- 11.9.1.1. Key Management
- 11.9.1.2. Headquarters
- 11.9.1.3. Offerings/Business Segments
- 11.9.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.9.2.1. Employee Size
- 11.9.2.2. Past and Current Revenue
- 11.9.2.3. Geographical Share
- 11.9.2.4. Business Segment Share
- 11.9.2.5. Recent Developments
- 11.10. Jio Haptik Technologies Ltd.
- 11.10.1. Overview
- 11.10.1.1. Key Management
- 11.10.1.2. Headquarters
- 11.10.1.3. Offerings/Business Segments
- 11.10.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.10.2.1. Employee Size
- 11.10.2.2. Past and Current Revenue
- 11.10.2.3. Geographical Share
- 11.10.2.4. Business Segment Share
- 11.10.2.5. Recent Developments
- 12. Key Takeaways
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