Call Center AI Market worth $9.85 billion by 2030, growing at a CAGR of 22.13% – Exclusive Report by 360iResearch
The Global Call Center AI Market to grow from USD 1.99 billion in 2022 to USD 9.85 billion by 2030, at a CAGR of 22.13%.
PUNE, MAHARASHTRA, INDIA, November 14, 2023 /EINPresswire.com/ — The “Call Center AI Market by Component (Services, Software), Application (Agent Performance Management, Appointment Scheduling, Journey Orchestration), Deployment, Organization, Vertical – Global Forecast 2023-2030″ report has been added to 360iResearch.com’s offering.
The Global Call Center AI Market to grow from USD 1.99 billion in 2022 to USD 9.85 billion by 2030, at a CAGR of 22.13%.
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Call center AI, also known as artificial intelligence in call centers, functions as an automated system designed to streamline customer interactions while enhancing efficiency and productivity. This sophisticated technology utilizes machine learning algorithms and natural language processing to understand, interpret, and respond to customer inquiries, providing 24/7 virtual assistance. Automating tasks such as call routing, data collection, and routine customer queries with call center AI software reduces human involvement, allowing staff to focus on more complex and qualitative tasks. Advancements in AI and machine learning technologies, the push towards digitization, and the need for cost-effectiveness in customer service operations have accelerated the demand for call center AI. However, data privacy issues, the risk of technology failure or glitches, and the cost of implementing and maintaining AI solutions have impeded their widespread adoption. Market players are developing advanced predictive analytics for more accurate demand forecasting, AI-enabled training modules for enhancing agent performance, human-like conversational AI for better customer engagement, and secure data handling solutions that address privacy concerns. Rigorous research and development in these areas is expected to make the call center AI market a lucrative area for investment in the future.
Component: Development of high-performing call center AI software to provide enhanced customer experience
Services include professional and support services related to call center AI implementation and operation. Professional services cover consulting, system integration, customization, and training to help businesses implement AI solutions effectively. Support services encompass maintenance technical support and ongoing assistance to ensure the smooth operation of call center AI. Software, the second component of the Call Center AI field, entails solutions that automate responses, streamline call flows, and offer customer analytics. Many businesses prefer software solutions that provide high-functioning AI implementations, ensuring ease of integration and customization according to their requirements. Call center AI software solutions enable automation, sell service, real-time data analysis, and integration with customer relationship management and contact center applications. Call routing and interactive voice response (IVR) systems, predictive analytics software, and sentiment analysis tools are some of the major call center AI tools utilized.
Vertical: Extensive usability of call center AI in banking, finance, and insurance sectors
The BFSI sector continually requires AI enhancements to improve customer interactions by offering assistance with account inquiries and information on financial products. AI in healthcare aids in clinical decision-making and patient consultations while offering help with appointment scheduling and medical records management. In media and entertainment, AI assists with content personalization and recommendation as the algorithms analyze user preferences and viewing habits to offer personalized content, improving user engagement. From inventory management to personalized shopping experiences, AI proves instrumental in the retail & eCommerce sector. AI algorithms also adjust product pricing based on demand, competition, and other factors to expand profitability. AI assists telecom operators in maintaining the network’s health and improving customer service in the telecommunications industry. AI monitors network performance, identifies issues, and predicts maintenance for uninterrupted service, and these qualities can benefit the call center agent to provide better services. AI in travel and hospitality enhances customer booking experiences and optimizes operational efficiency. AI complies with travel itineraries, sends updates, and provides information on local attractions.
Deployment: Increased scalability, cost-effectiveness, and ease of updates offered by on-cloud call center AI
On-cloud deployment of call center AI has emerged as a preferred choice for many businesses as this model facilitates accessible, scalable, and cost-effective solutions. On-cloud deployment is generally ideal for businesses with fluctuating workloads and those that need online and automated updates to their AI software. It is also suitable for organizations seeking to cut down on hardware, software, and in-house IT staffing costs. On-premises deployment of call center AI is preferred by businesses emphasizing granular control over their solution and data. These solutions are particularly suitable for larger organizations with significant IT resources and regulatory requirements to keep data within their own infrastructure.
Application: Exponential adoption of AI for optimizing agent performance in call centers
AI can assist in monitoring and improving agent performance by providing real-time feedback and performance metrics. AI is used to measure the effectiveness and efficiency of agents to ensure seamless customer service. AI aids in scheduling appointments effectively by optimizing agents’ time and improving customer satisfaction. Mapping and streamlining customer journeys are made smoother by AI systems, ensuring personalized connections with customers. Predictive call routing employs AI to route customer calls purposefully based on data analysis. Market players are incorporating customer emotions and preferences into routing algorithms to offer improved services. AI in call centers uses sentiment analysis to determine customers’ attitudes toward products or services. Major providers use AI to analyze words, pitch, and tone to understand customer temperament better. Through workflow automation and intelligent scheduling, AI technologies optimize workforce management by integrating machine learning into its platform to maximize workforce potential.
Regional Insights:
In the Americas, call center AI has been widely adopted, mainly in the U.S. and Canada, being home to major technology providers offering diverse solutions for end-users. E-commerce platforms, telecommunication companies, and financial services have shown positive growth and productivity enhancements due to these technologies. Predominantly in technologically advanced countries like Japan, South Korea, and Singapore, AI has been integrated into call centers, providing multilingual support and real-time customer assistance. In developing economies of India, the Philippines, and others, AI startups are emerging in the call center AI market. Asia is also a significant outsourcing hub for call centers, and the adoption of AI solutions is on the rise to handle the increasing volume of customer interactions. Europe’s emphasis on data protection and customer privacy has cautiously implemented call center AI, ensuring GDPR compliance. AI-powered chatbots and voice assistants have gained popularity in nations such as Germany, France, and the UK, guaranteeing 24/7 customer support. In Eastern Europe, markets are catching up with the adoption across healthcare and telecom industries, focusing on training the existing workforce about AI technologies to ensure a seamless transition.
FPNV Positioning Matrix:
The FPNV Positioning Matrix is essential for assessing the Call Center AI Market. It provides a comprehensive evaluation of vendors by examining key metrics within Business Strategy and Product Satisfaction, allowing users to make informed decisions based on their specific needs. This advanced analysis then organizes these vendors into four distinct quadrants, which represent varying levels of success: Forefront (F), Pathfinder (P), Niche (N), or Vital(V).
Market Share Analysis:
The Market Share Analysis offers an insightful look at the current state of vendors in the Call Center AI Market. By comparing vendor contributions to overall revenue, customer base, and other key metrics, we can give companies a greater understanding of their performance and what they are up against when competing for market share. The analysis also sheds light on just how competitive any given sector is about accumulation, fragmentation dominance, and amalgamation traits over the base year period studied.
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, Inc., Cresta Intelligence, Inc., Dialpad, Inc., Five9, Inc. by Zoom Video Communications, Inc., Gemshelf Inc., Google, LLC by Alphabet, Inc., Inbenta Technologies Inc., Infinitus Systems, Inc., International Business Machines Corporation, Jio Haptik Technologies Limited, Kore.ai, Inc., Level AI, LivePerson, Inc., Microsoft Corporation, Nextiva, Inc., Oracle Corporation, Parloa GmbH, PolyAI Limited, Pypestream Inc., Replicant Solutions, Inc., RingCentral, Inc., Rulai, Inc., SAP SE, Skit USA, Inc., Talkdesk, Uniphore Technologies Inc., and Zendesk, Inc..
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Market Segmentation & Coverage:
This research report categorizes the Call Center AI Market in order to forecast the revenues and analyze trends in each of following sub-markets:
Based on Component, market is studied across Services and Software. The Services is further studied across Consulting, Support & Maintenance, and System Integration & Deployment. The Services 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 Workforce Optimization is projected to witness significant market share during forecast period.
Based on Deployment, market is studied across On-Cloud and On-Premises. The On-Cloud is projected to witness significant market share during forecast period.
Based on Organization, market is studied across Large Enterprises and Small & Medium Enterprises. The Large Enterprises 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 Telecom 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 38.25% in 2022, followed by Europe, Middle East & Africa.
Key Topics Covered:
1. Preface
2. Research Methodology
3. Executive Summary
4. Market Overview
5. Market Insights
6. Call Center AI Market, by Component
7. Call Center AI Market, by Application
8. Call Center AI Market, by Deployment
9. Call Center AI Market, by Organization
10. Call Center AI Market, by Vertical
11. Americas Call Center AI Market
12. Asia-Pacific Call Center AI Market
13. Europe, Middle East & Africa Call Center AI Market
14. Competitive Landscape
15. Competitive Portfolio
16. Appendix
The report provides insights on the following pointers:
1. Market Penetration: Provides comprehensive information on the market offered by the key players
2. Market Development: Provides in-depth information about lucrative emerging markets and analyzes penetration across mature segments of the markets
3. Market Diversification: Provides detailed information about new product launches, untapped geographies, recent developments, and investments
4. Competitive Assessment & Intelligence: Provides an exhaustive assessment of market shares, strategies, products, certification, regulatory approvals, patent landscape, and manufacturing capabilities of the leading players
5. Product Development & Innovation: Provides intelligent insights on future technologies, R&D activities, and breakthrough product developments
The report answers questions such as:
1. What is the market size and forecast of the Call Center AI Market?
2. Which are the products/segments/applications/areas to invest in over the forecast period in the Call Center AI Market?
3. What is the competitive strategic window for opportunities in the Call Center AI Market?
4. What are the technology trends and regulatory frameworks in the Call Center AI Market?
5. What is the market share of the leading vendors in the Call Center AI Market?
6. What modes and strategic moves are considered suitable for entering the Call Center AI Market?
Mr. Ketan Rohom
360iResearch
+1 530-264-8485
ketan@360iresearch.com
