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Call Center AI Market, By Component (Solutions, and Services), By Deployment Type (Cloud and On-prem

Published Date: | Report Code : IT2162163

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Call Center AI Market, By Component (Solutions, and Services), By Deployment Type (Cloud and On-premises), By Vertical (BFSI, Retail & E-commerce, Telecom, Healthcare, Media & Entertainment, Travel & Hospitality, Others), By Region (North America, Europe, Asia Pacific, Middle East & Africa, and South America) – Market Size & Forecasting to 2028

COVID-19 Impact : Our team has been closely monitoring the current developments to identify the potential impact of COVID-19 on stakeholders and business processes across the value chain of industries. A special section about COVID-19 will be covered with the report to help companies in defining sustainable strategies.

Report Code : IT2162163

Status : Published

This research report categorizes the market for Call center AI market based on various segments and region and forecasts revenue growth and analysis of trends in each of the submarkets. the report analyses the key growth drivers, opportunities and challenges which influence the Call center AI market. Recent market developments and competitive strategies such as expansion, product launch and development, partnership, merger and acquisition have been included in order to draw the competitive landscape in the Call center AI market. the report strategically identifies and profiles the key market players and analyses their core competencies in each sub segments of the Call center AI market.

  FIGURE 1	GLOBAL CALL CENTER AI MARKET–MARKET SCOPE

  FIGURE 1 :   GLOBAL CALL CENTER AI MARKET– MARKET SCOPE

The global call center AI market was valued at USD XX million in 2020 and it is estimated to reach USD XX million by 2028 at a CAGR of XX% during the forecast period. The call center AI market comprises AI-based platforms, solutions, and services that utilize speech-based assistants and facilitate stronger interactions and greater engagement at scale across users and platforms.

Increasing customer engagement via social media platforms and growing data generation through the Internet of Things (IoT), social media, increase in demand for value-added customer support services in call centers, and advancements in imaging technologies, propelling the growth of the market. The growing number of Smartphone users is increasing the demand for 24/7 customer support services, which in turn, is growing the need of AI in a call center to enhance customer experience, engagement, and satisfaction. In addition to this, the increasing adoption

The global call center AI market is segmented based on the component, deployment type, vertical, and region.

FIGURE 2         GLOBAL CALL CENTER AI MARKET: by COMPONENT, 2020 & 2028

  FIGURE 2 :    GLOBAL CALL CENTER AI MARKET: BY COMPONENT, 2020 & 2028

Based on component, the global call center AI market is segmented into solutions and services are further segmented into training and consulting, system integration and deployment, and support and maintenance. The services segment is projected to grow at the highest growth rating during the forecast period, as services play a vital role in the functioning of various AI-enabled solutions. These services ensure faster and smoother implementation, which maximizes the value of enterprise investments.

FIGURE 3         GLOBAL CALL CENTER AI MARKET: by DEPLOYMENT TYPE, 2020 & 2028

FIGURE 3 :     GLOBAL CALL CENTER AI MARKET: BY DEPLOYMENT TYPE, 2020 & 202

Based on deployment type, the global call center AI market is segmented into cloud and on-premises. Cloud segment is anticipated to dominate the market. The growth of the cloud segment can be attributed to the cost-effectiveness and flexibility provided by cloud-based deployment. Majority of the call center AI solutions are getting deployed on the cloud as it offers advantages, such as lower cost of installation and maintenance, higher scalability, accessibility to real-time information, and enhanced business efficiency, as compared to on-premises solutions.

FIGURE 4 GLOBAL CALL CENTER AI MARKET: by VERTICAL, 2020 & 2028

FIGURE 4 :   GLOBAL CALL CENTER AI MARKET: by VERTICAL, 2020 & 2028

Based on the vertical, the global call center AI market is segmented into BFSI, media and entertainment, retail and ecommerce, travel and hospitality, telecom, healthcare and others. The BFSI segment is estimated to lead the call center AI market. This sector pioneered the use of chatbots/IVAs across various operations. Currently, BFSI represents the highest adoption of call center platforms and solutions as compared to other verticals. Call center AI solutions help financial institutions in flawlessly connecting with customers, improving customer experience, and lowering the customer churn.

  FIGURE 5         GLOBAL CALL CENTER AI MARKET: by region, 2017-2028

FIGURE 5 :   GLOBAL CALL CENTER AI MARKET: BY REGION, 2017-2028

By Region, this market is segmented by North America, Asia Pacific, Europe, Middle East & Africa, and Latin America. North America is estimated to hold the largest share of the call center AI market, owing to the rapid technological developments in this region. The US is the biggest adopter of call center AI solutions in this region. Furthermore, the presence of global vendors, such as IBM, Google, Microsoft, and AWS in the region, plays a vital role in the implementation of conversational AI technology in the call center space.

The competitive scenario highlights the performance of major companies operating in this market. This includes the detailed profiling of major companies and their competitive benchmarking. Product profiling provides key information including products/solutions offered, key developments, company performances, and strategies adopted in recent years. Major companies profiled in the market include IBM Corporation, Google Llc., Microsoft Corporation, Oracle Corporation, Sap Se, Amazon Web Services, Nuance Communications, Avaya, Haptik, Artificial Solutions, Zendesk Inc., Edgeverve Systems Ltd., Avaamo, Talkdesk, Five9 Inc. and others. These companies have adopted product development, expansion, and merger strategies to consolidate market position amongst the intense competition.

Market Segmentation:

By Component: 

  • Compute Platforms
  • Solutions
  • Services  

By Deployment Type:

  • Cloud
  • On-premises

By Vertical:

  • BFSI
  • Retail & E-commerce
  • Telecom
  • Healthcare
  • Media & Entertainment
  • Travel & Hospitality
  • Others

By Region:

North America  Call Center AI Market

  • North America, by Country
    • US 
    • Canada 
    • Mexico
  • North America, by Component
  • North America, by Deployment Type
  • North America, by Vertical

Europe Call Center AI Market

  • Europe, by Country
    • Germany 
    • UK 
    • France 
    • Italy 
    • Spain 
    • Russia 
    • Rest of Europe 
  • Europe, by Component
  • Europe, by Deployment Type
  • Europe, by Vertical

Asia Pacific Call Center AI Market

  • Asia Pacific, by Country 
    • China 
    • India 
    • Japan 
    • South Korea
    • Australia
    • Indonesia
    • Rest of Asia Pacific 
  • Asia Pacific, by Component
  • Asia Pacific, by Deployment Type
  • Asia Pacific, by Vertical

Middle East & Africa Call Center AI Market

  • Middle East, by Country 
    • UAE 
    • Saudi Arabia
    • Qatar 
    • Iran
    • Rest of Middle East
  • Middle East & Africa, by Component
  • Middle East & Africa, by Deployment Type
  • Middle East & Africa, by Vertical

South America Call Center AI Market

  • South America, by Country  
    • Brazil
    • South Africa 
    • Rest of South America
  • South America, by Component
  • South America, by Deployment Type
  • South America, by Vertical

Reasons to Buy This Report:

    • Offers unique insights into the decision-making process for every possible segment that aids in strategic decision making.
    • Market size estimate of regionally and internationally focused Call center AI market.
    • Unique research methodology based on the dynamics of the Call center AI market.
    • Identification of major companies operating in the industry with key strategies adopted in recent years
    • Exhaustive scope to help each stakeholder across the value chain of the Call center AI market.

Customization:

This study is customized to meet your specific requirements:
    • By Segment
    • By Sub-segment
    • By Region/Country
    • Product Specific Competitive Analysis

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