+353-1-416-8900REST OF WORLD
+44-20-3973-8888REST OF WORLD
1-917-300-0470EAST COAST U.S
1-800-526-8630U.S. (TOLL FREE)

Call Center AI Market by Component (Computer Platforms, Solutions, and Services), Deployment Type (Cloud and On-premises), Vertical (BFSI, Retail & E-commerce, Telecom, Healthcare, Media & Entertainment), and Region - Global Forecast to 2024

  • ID: 4774866
  • Report
  • Region: Global
  • 134 Pages
  • Markets and Markets
1 of 6
The Global Call Center AI Market Size to Grow from USD 800 Million in 2019 to USD 2,800 Million By 2024, at a CAGR of 28.5% During 2019–2024.

FEATURED COMPANIES

  • Artificial Solutions
  • AWS
  • EdgeVerve Systems
  • IBM
  • Microsoft
  • Oracle
  • MORE

The call center AI market size to grow at a Compound Annual Growth Rate (CAGR) of 28.5% during the forecast period

The major growth drivers for the market include the rising use of AI by organizations to offer enhanced customer support services, growing customer engagement through social media platforms, and increasing data generation by organizations. However, unsupervised learning may restrain the market growth.

Based on component, services segment to grow at highest CAGR during forecast period

The services segment is projected to grow at the highest growth rating during the forecast period, as the 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. These services ensure end-to-end deployment of computer platforms and address pre-and post-deployment queries of users. Most of the market vendors offer technical support services and consulting services to manage the deployment of AI-based solutions in the market.

Asia Pacific (APAC) call center AI market to grow at highest CAGR during forecast period

The call center AI market in APAC is expected to record the highest growth rate over the next few years, as a result of the growing technology adoption rate in the region. APAC holds more than 50% of the world’s population. Therefore, any major technological shifts, such as those being heralded by AI, are expected to shape the future of the region. IBM, Microsoft, Google, and AWS account for a majority of share in the call center AI market in the region, along with several other significant call center AI solutions providers. SMEs and large enterprises in APAC have become more aware of government regulations and compliances and have started adopting AI-based solutions proactively.

  • By Company: Tier I - 35%, Tier II - 40%, and Tier III - 25%
  • By Designation: C-Level - 45%, Director Level - 25%, and Managers - 30%
  • By Region: North America - 35%, APAC - 30%, Europe: 25%, and RoW - 10%

The report includes the study of the major vendors in the call center AI market, including IBM (US), Google (US), Microsoft (US), AWS (US), SAP (US), Oracle (US), Nuance (US), Artificial Solutions (Spain), Avaya (US), Haptik (India), EdgeVerve (India), NICE inContact (US), Avaamo (US), Kore.ai (India), Inbenta (US), Rulai (US), Creative Virtual (UK), Pypestream (US), Conversica (US), Talkdesk (US), and Zendesk (US).

Research Coverage

The report segments the call center AI market by component, deployment type, vertical, and region. The component segment comprises computer platforms, solutions, and services. The call center AI market, by deployment type, covers cloud and on-premises. The call center AI market, by vertical covers Banking, Financial Services, and Insurance (BFSI), media & entertainment, retail & eCommerce, travel & hospitality, healthcare, telecom, and other verticals (automotive, manufacturing, government, education, and energy & utilities). The report covers the call center AI market with respect to five major regions: North America, Europe, APAC, Latin America, and Middle East & Africa (MEA).

The report would help the market leaders and new entrants in the call center AI market in the following ways:

1. The report segments the market into various sub-segments. Hence it covers the market comprehensively. It provides the closest approximations of the revenue numbers for the overall market and its subsegments. The market numbers are further split across verticals and regions.

2. It helps in understanding the overall growth of the market. It also provides information about key market drivers, restraints, challenges, and opportunities.

3. It helps stakeholders in understanding their competitors better and gaining more insights to strengthen their positions in the market. The study also presents the positioning of the key players based on their product offerings and business strategies.

Note: Product cover images may vary from those shown
2 of 6

FEATURED COMPANIES

  • Artificial Solutions
  • AWS
  • EdgeVerve Systems
  • IBM
  • Microsoft
  • Oracle
  • MORE

1 Introduction
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.3.1 Market Segmentation
1.3.2 Regions Covered
1.4 Years Considered for the Study
1.5 Currency Considered
1.6 Stakeholders

2 Research Methodology
2.1 Research Data
2.1.1 Secondary Data
2.1.2 Primary Data
2.1.2.1 Breakup of Primary Profiles
2.1.2.2 Key Industry Insights
2.2 Market Breakup and Data Triangulation
2.3 Market Size Estimation
2.3.1 Top-Down Approach
2.3.2 Bottom-Up Approach
2.4 Market Forecast
2.5 Competitive Leadership Mapping Research Methodology
2.6 Research Assumptions and Limitations
2.6.1 Assumptions for the Study
2.6.2 Limitations of the Study

3 Executive Summary

4 Premium Insights
4.1 Attractive Opportunities in the Call Center AI Market
4.2 Market in North America, By Technology and Country
4.3 Market Major Countries

5 Market Overview and Industry Trends
5.1 Introduction
5.2 Market Dynamics
5.2.1 Drivers
5.2.1.1 Use of AI By Organizations to Offer Enhanced Customer Support Services
5.2.1.2 Growth in Customer Engagement Through Social Media Platforms
5.2.1.3 Increased Data Generation
5.2.2 Restraints
5.2.2.1 Unsupervised Learning
5.2.3 Opportunities
5.2.3.1 Advancements in AI and ML
5.2.3.2 Integration of Gesture Recognition With AI-Based Chatbots Or Ivas
5.2.4 Challenges
5.2.4.1 Data Privacy and Security Concerns
5.2.4.2 Lack of Skilled Employees
5.2.4.3 Preference for Online Chat Over Chatbots
5.2.4.4 Slow Digitization Across Emerging Economies
5.3 Industry Trends
5.3.1 Industry Use Cases
5.3.1.1 Case Study 1: Autodesk Uses IBM Watson Assistant to Scale Up the Customer Queries Resolution
5.3.1.2 Case Study 2: Grofers Uses Haptik Bots to Handle Customer Queries During the Launch of Mega Sale
5.3.1.3 Case Study 3: Kotak Mahindra Worked With Nuance to Launch Its AI-Powered Virtual Assistant
5.3.2 Regulatory Implications
5.3.2.1 Introduction
5.3.2.2 General Data Protection Regulation (GDPR)
5.3.2.3 Health Insurance Portability and Accountability Act (HIPAA)
5.3.2.4 Federal Trade Commission (FTC)
5.3.2.5 ISO/IEC JTC 1/SC 42
5.3.3 Technology Landscape
5.3.3.1 Introduction
5.3.3.2 Machine Learning and Deep Learning
5.3.3.3 Natural Language Processing
5.3.3.4 Automated Speech Recognition

6 Call Center AI Market By Component
6.1 Introduction
6.2 Compute Platforms
6.2.1 Growing Demand for Developing AI Solutions is Driving the Adoption of Computer Platforms By Enterprises
6.3 Solutions
6.3.1 Rising Need for Enterprise AI Solutions is Driving the Adoption By Call Centers
6.4 Services
6.4.1 Consulting
6.4.1.1 These Services Enables Call Center in Setting Up A Robust Technology Eco-System
6.4.2 System Integration and Deployment
6.4.2.1 These Services Facilitates Seamless Integration of Conversation AI-Based Platforms and Solutions With Existing Systems
6.4.3 Support and Maintenance
6.4.3.1 These Services Offers Continued Support for the Deployed Platforms and Solutions

7 Call Center AI Market Size By Deployment Type
7.1 Introduction
7.2 On-Premises
7.2.1 Data Privacy Concerns is Driving the On-Premises Deployment Type
7.3 Cloud
7.3.1 Cost-Effectiveness and Flexibility Provided By Cloud-Based Deployment Drive the Cloud Segment

8 Call Center AI Market Size By Vertical
8.1 Introduction
8.2 Banking, Financial Services, and Insurance (BFSI)
8.2.1 Conversational AI Technology Helps Address Banking Customers’ Queries With Minimum Resolution Time
8.3 Retail & E-Commerce
8.3.1 AI Chatbots Help Address the Personalized Customer Service Requirements in Retail & E-Commerce Vertical
8.4 Healthcare
8.4.1 Need for 24*7 Customer Support for Patients is Driving the Use of AI in This Vertical
8.5 Telecom
8.5.1 Enhanced Customer Service Delivery Using Chatbots Offers A Competitive Advantage to the Telecom Vendors
8.6 Media & Entertainment
8.6.1 AI-Chatbots Enhance Customer Service Delivery to the Viewers and Subscribers
8.7 Travel & Hospitality
8.7.1 Increasing Deployment of AI Chatbots Addressing the 24*7 Customer Service Requirement
8.8 Others

9 Call Center AI Market By Region
9.1 Introduction
9.2 North America
9.2.1 US
9.2.1.1 A Reversing Trend of Local Call Center Establishments is Driving the Adoption of Call Center AI in the US
9.2.2 Canada
9.2.2.1 Increasing Acquisitions of Companies in Canada By Major Call Center AI Players to Drive the Market Growth in Canada
9.3 Europe
9.3.1 UK
9.3.1.1 Use of Automated Digital Channels and Increasing Use of Customer Self-Service Solutions is Expected to Boost the Call Center AI Solutions Adoption in the UK
9.3.2 Germany
9.3.2.1 High Density of In-House Call Centers Driving the Adoption of Conversational AI in Germany
9.3.3 France
9.3.3.1 Emerging AI Startups to Boost the Adoption of Chatbots Or Ivas in Call Centers
9.3.4 Rest of Europe
9.4 Asia Pacific
9.4.1 China
9.4.1.1 High Adoption of AI By the Major Vendors in the Region is Driving the Market Towards Growth
9.4.2 Japan
9.4.2.1 Rising Governmental Initiatives With A Strong Growth Strategy Focus on AI is Expected to Drive the Market in Japan
9.4.3 India
9.4.3.1 Rising Usage of Chatbots Or Ivas is Expected to Boost the Contact Center Outsourcing Businesses in India
9.4.4 Rest of Asia Pacific
9.5 Latin America
9.5.1 Brazil
9.5.1.1 Security and Theft Protection Regulation in Brazil to Drive the Growth of the Market in the Country
9.5.2 Mexico
9.5.2.1 High Density of Contact Center Outsourcing and Government’s AI Initiatives Will Boost the Adoption of Chatbots Or IVAS in the Call Centers in Mexico
9.5.3 Rest of Latin America
9.6 Middle East & Africa
9.6.1 Saudi Arabia
9.6.1.1 Vision 2030 and 2016 National Transformation Strategy Will Fuel the Adoption of AI in Saudi Arabia
9.6.2 UAE
9.6.2.1 UAE AI Strategy 2031 is Expected to Drive the Adoption of AI in the Country
9.6.3 Rest of Middle East & Africa

10 Competitive Landscape
10.1 Competitive Leadership Mapping
10.1.1 Visionary Leaders
10.1.2 Innovators
10.1.3 Dynamic Differentiators
10.1.4 Emerging Companies
10.2 Strength of Product Portfolio (25 Players)
10.3 Business Strategy Excellence (25 Players)
10.4 Ranking of Top Players in the Call Center AI Market, 2019

11 Company Profiles
11.1 IBM
(Business Overview, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
11.2 Google
11.3 Microsoft
11.4 Oracle
11.5 SAP
11.6 AWS
11.7 Nuance Communications
11.8 Avaya
11.9 Haptik
11.10 Artificial Solutions
11.11 Zendesk
11.12 Conversica
11.13 Rulai
11.14 Inbenta Technologies
11.15 Kore.ai
11.16 EdgeVerve Systems
11.17 Pypestream
11.18 Avaamo
11.19 Talkdesk
11.20 NICE Incontact
11.21 Creative Virtual
*Details on Business Overview, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View Might Not Be Captured in Case of Unlisted Companies.

12 Appendix
12.1 Discussion Guide
12.2 Knowledge Store: Subscription Portal
12.3 Available Customizations
12.4 Related Reports
12.5 Author Details

List of Tables (37 Tables)
Table 1 Factor Analysis
Table 2 Call Center AI Market Size, By Component, 2017–2024 (USD Million)
Table 3 Computer Platforms: Market Size By Region, 2017–2024 (USD Million)
Table 4 Solutions: Market Size By Region, 2017–2024 (USD Million)
Table 5 Services: Market Size By Region, 2017–2024 (USD Million)
Table 6 Call Center AI Market Size, By Deployment Type, 2017–2024 (USD Million)
Table 7 On-Premises: Market Size By Region, 2017–2024 (USD Million)
Table 8 Cloud: Market Size By Region, 2017–2024 (USD Million)
Table 9 Call Center AI Market Size, By Vertical, 2017–2024 (USD Million)
Table 10 BFSI: Market Size By Region, 2017–2024 (USD Million)
Table 11 Retail & E-Commerce: Market Size By Region, 2017–2024 (USD Million)
Table 12 Healthcare: Market Size By Region, 2017–2024 (USD Million)
Table 13 Telecom: Market Size By Region, 2017–2024 (USD Million)
Table 14 Media & Entertainment: Market Size By Region, 2017–2024 (USD Million)
Table 15 Travel & Hospitality: Market Size By Region, 2017–2024 (USD Million)
Table 16 Others: Market Size By Region, 2017–2024 (USD Million)
Table 17 Call Center AI Market Size, By Region, 2017–2024 (USD Million)
Table 18 North America: Market Size By Component, 2017–2024 (USD Million)
Table 19 North America: Market Size By Deployment Type, 2017–2024 (USD Million)
Table 20 North America: Market Size By Vertical, 2017–2024 (USD Million)
Table 21 North America: Market Size By Country, 2017–2024 (USD Million)
Table 22 Europe: Call Center AI Market Size, By Component, 2017–2024 (USD Million)
Table 23 Europe: Market Size By Deployment Type, 2017–2024 (USD Million)
Table 24 Europe: Market Size By Vertical, 2017–2024 (USD Million)
Table 25 Europe: Market Size By Country, 2017–2024 (USD Million)
Table 26 Asia Pacific: Call Center AI Market Size, By Component, 2017–2024 (USD Million)
Table 27 Asia Pacific: Market Size By Deployment Type, 2017–2024 (USD Million)
Table 28 Asia Pacific: Market Size By Vertical, 2017–2024 (USD Million)
Table 29 Asia Pacific: Market Size By Country, 2017–2024 (USD Million)
Table 30 Latin America: Call Center AI Market Size, By Component, 2017–2024 (USD Million)
Table 31 Latin America: Market Size By Deployment Type, 2017–2024 (USD Million)
Table 32 Latin America: Market Size By Vertical, 2017–2024 (USD Million)
Table 33 Latin America: Market Size By Country, 2017–2024 (USD Million)
Table 34 Middle East & Africa: Call Center AI Market Size, By Component, 2017–2024 (USD Million)
Table 35 Middle East & Africa: Market Size By Deployment Type, 2017–2024 (USD Million)
Table 36 Middle East & Africa: Market Size By Vertical, 2017–2024 (USD Million)
Table 37 Middle East & Africa: Market Size By Country, 2017–2024 (USD Million)

List of Figures (37 Figures)
Figure 1 Global Call Center AI Market: Research Design
Figure 2 Market Top-Down and Bottom-Up Approaches
Figure 3 Competitive Leadership Mapping: Criteria Weightage
Figure 4 Market Size 2017–2024
Figure 5 Based on Component, the Compute Platform Segment is Leading the Call Center AI Market in 2019
Figure 6 Based on Deployment Type, the Cloud Segment is Estimated to Account for A Larger Market Share in 2019 as Compared to On-Premises Segment
Figure 7 Based on Vertical, the BFSI Segment is Estimated to Lead the Market in 2019
Figure 8 Call Center AI Market: Regional Snapshot
Figure 9 Based on Region, Market in Asia Pacific is Projected to Grow at the Highest Rate From 2019 to 2024
Figure 10 Use of AI By Organizations to Offer Enhanced Customer Support Services to Drive Market Growth During the Forecast Period
Figure 11 Compute Platform and the US Estimated to Account for the Largest Share of the North America Call Center AI Market in 2018
Figure 12 Market in Japan Projected to Grow at the Highest Rate During the Forecast Period
Figure 13 Call Center AI Market: Drivers, Restraints, Opportunities, and Challenges
Figure 14 Compute Platforms Segment to Hold A Higher Share in the Call Center AI Market in 2019
Figure 15 Cloud Segment to Account for A Larger Market Size as Compared to On-Premises Segment During the Forecast Period
Figure 16 BFSI Segment to Account for the Largest Market Size During the Forecast Period
Figure 17 North America to Be the Largest Market During the Forecast Period
Figure 18 Asia Pacific Call Center AI Market to Grow at the Highest CAGR During the Forecast Period
Figure 19 North America: Market Snapshot
Figure 20 Asia Pacific: Market Snapshot
Figure 21 Call Center AI Market (Global) Competitive Leadership Mapping, 2019
Figure 22 Ranking of Top Market Players, 2019
Figure 23 IBM: Company Snapshot
Figure 24 SWOT Analysis: IBM
Figure 25 Google: Company Snapshot
Figure 26 SWOT Analysis: Google
Figure 27 Microsoft: Company Snapshot
Figure 28 SWOT Analysis: Microsoft
Figure 29 Oracle: Company Snapshot
Figure 30 SWOT Analysis: Oracle
Figure 31 SAP: Company Snapshot
Figure 32 SWOT Analysis: SAP
Figure 33 AWS: Company Snapshot
Figure 34 Nuance Communications: Company Snapshot
Figure 35 Avaya: Company Snapshot
Figure 36 Artificial Solutions: Company Snapshot
Figure 37 Zendesk: Company Snapshot

Note: Product cover images may vary from those shown
3 of 6

Loading
LOADING...

4 of 6
5 of 6
  • AWS
  • Artificial Solutions
  • Avaamo
  • Avaya
  • Conversica
  • Creative Virtual
  • EdgeVerve Systems
  • Google
  • Haptik
  • IBM
  • Inbenta Technologies
  • Kore.ai
  • Microsoft
  • NICE Incontact
  • Nuance Communications
  • Oracle
  • Pypestream
  • Rulai
  • SAP
  • Talkdesk
  • Zendesk
Note: Product cover images may vary from those shown
6 of 6

Loading
LOADING...

Order Online - visit: https://www.researchandmarkets.com/reports/4774866
Adroll
adroll