by The global call center AI market size accounted for US$ 2.13 Bn in 2022 and is projected to reach around USD 17.05 Bn by 2032, growing at a CAGR of 23.12% from 2023 to 2032.
Key Takeaways:
- North America generated more than 42% of the revenue share in 2022.
- By component, the services segment is expected to witness a significant pace of growth during the forecast period.
- By deployment, the on-premises segment is expected to maintain its position in the market. The cloud deployment segment is expected to register the fastest growth during the forecast period.
- By application, the predictive call routing segment is expected to hold the largest share among other application segments during the forecast period.
- By enterprises, the large-scale enterprises segment leads the global call center AI market, the small and medium-scale enterprises segment will grow at a significant rate.
- By end-user industry, the retail and e-commerce segment is expected to hold a significant share of the market during the forecast period. The BFSI segment currently leads the market.
Report Summary
The global call center AI market report provides a Point-by-Point and In-Depth analysis of global market size, regional and country-level market size, market share, segmentation market growth, competitive landscape, sales analysis, opportunities analysis, strategic market growth analysis, the impact of domestic and global market key players, value chain optimization, trade regulations, recent developments, product launches, area marketplace expanding, and technological innovations.
The study offers a comprehensive analysis on diverse features, including production capacities, demand, product developments, revenue generation, and sales in the call center AI market across the globe.
A comprehensive estimate on the call center AI market has been provided through an optimistic scenario as well as a conservative scenario, taking into account the sales of call center AI during the forecast period. Price point comparison by region with global average price is also considered in the study.
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Call Center AI Market Report Scope
| Report Coverage | Details |
| Market Size in 2023 | USD 2.62 Billion |
| Market Size by 2032 | USD 17.05 Billion |
| Growth Rate from 2023 to 2032 | CAGR of 23.12% |
| Largest Market | North America |
| Base Year | 2022 |
| Forecast Period | 2023 to 2032 |
| Segments Covered | By Component, By Deployment, By Application, By Enterprises, and By End-User Industry |
| Regions Covered | North America, Europe, Asia-Pacific, Latin America, and Middle East & Africa |
Key Highlights:
Reports Coverage: It incorporates key market sections, key makers secured, the extent of items offered in the years considered, worldwide containerized call center AI market and study goals. Moreover, it contacts the division study gave in the report based on the sort of item and applications.
Market Outline: This area stresses the key investigations, market development rate, serious scene, market drivers, patterns, and issues notwithstanding the naturally visible pointers.
Market Production by Region: The report conveys information identified with import and fare, income, creation, and key players of every single local market contemplated are canvassed right now.
Also Read: Generative AI in Customer Services Market Size Analysis 2023 To 2032
Call Center AI Market Players
The report includes the profiles of key call center AI market companies along with their SWOT analysis and market strategies. In addition, the report focuses on leading industry players with information such as company profiles, components and services offered, financial information, key development in past five years.
Major companies operating in this area
- IBM
- Bright Pattern
- SAP
- Oracle
- Avaya
- Jio Haptik Technologies
- SMartAction LLC
- Zendesk
- NICE
Market Segmentation
By Component
- Services
- Solutions
- Managed Services
By Deployment
- Cloud
- On-premises
By Application
- Predictive Call Routing
- Sentiment Analysis
- Workforce Management
- Journey Orchestration
- Quality Management
- Others
By Enterprises
- Large Scale
- Small & Medium Scale
By End-User Industry
- IT & Telecommunication
- Healthcare
- Retain & E-commerce
- Energy & Utilities
- BFSI
- Travels and Hospitality
- Others
Regional Segmentation
- North America (U.S., Canada, Mexico)
- Europe (Germany, France, U.K., Italy, Spain, Rest of Europe)
- Asia-Pacific (China, Japan, India, Southeast Asia and Rest of APAC)
- Latin America (Brazil and Rest of Latin America)
- Middle East and Africa (GCC, North Africa, South Africa, Rest of MEA)
Research Methodology
Secondary Research
It involves company databases such as Hoover’s: This assists us to recognize financial information, the structure of the market participants and industry’s competitive landscape.
The secondary research sources referred in the process are as follows:
- Governmental bodies, and organizations creating economic policies
- National and international social welfare institutions
- Company websites, financial reports and SEC filings, broker and investor reports
- Related patent and regulatory databases
- Statistical databases and market reports
- Corporate Presentations, news, press release, and specification sheet of Manufacturers
Primary Research
Primary research includes face-to-face interviews, online surveys, and telephonic interviews.
- Means of primary research: Email interactions, telephonic discussions and Questionnaire-based research etc.
- In order to validate our research findings and analysis, we conduct primary interviews of key industry participants. Insights from primary respondents help in validating the secondary research findings. It also develops Research Team’s expertise and market understanding.
TABLE OF CONTENT
Chapter 1. Introduction
1.1. Research Objective
1.2. Scope of the Study
1.3. Definition
Chapter 2. Research Methodology (Premium Insights)
2.1. Research Approach
2.2. Data Sources
2.3. Assumptions & Limitations
Chapter 3. Executive Summary
3.1. Market Snapshot
Chapter 4. Market Variables and Scope
4.1. Introduction
4.2. Market Classification and Scope
4.3. Industry Value Chain Analysis
4.3.1. Raw Material Procurement Analysis
4.3.2. Sales and Distribution Channel Analysis
4.3.3. Downstream Buyer Analysis
Chapter 5. COVID 19 Impact on Call Center AI Market
5.1. COVID-19 Landscape: Call Center AI Industry Impact
5.2. COVID 19 – Impact Assessment for the Industry
5.3. COVID 19 Impact: Global Major Government Policy
5.4. Market Trends and Opportunities in the COVID-19 Landscape
Chapter 6. Market Dynamics Analysis and Trends
6.1. Market Dynamics
6.1.1. Market Drivers
6.1.2. Market Restraints
6.1.3. Market Opportunities
6.2. Porter’s Five Forces Analysis
6.2.1. Bargaining power of suppliers
6.2.2. Bargaining power of buyers
6.2.3. Threat of substitute
6.2.4. Threat of new entrants
6.2.5. Degree of competition
Chapter 7. Competitive Landscape
7.1.1. Company Market Share/Positioning Analysis
7.1.2. Key Strategies Adopted by Players
7.1.3. Vendor Landscape
7.1.3.1. List of Suppliers
7.1.3.2. List of Buyers
Chapter 8. Global Call Center AI Market, By January
8.1. Call Center AI Market, by Component, 2023-2032
8.1.1. Services
8.1.1.1. Market Revenue and Forecast (2020-2032)
8.1.2. Solutions
8.1.2.1. Market Revenue and Forecast (2020-2032)
8.1.3. Managed Services
8.1.3.1. Market Revenue and Forecast (2020-2032)
Chapter 9. Global Call Center AI Market, By Deployment
9.1. Call Center AI Market, by Deployment, 2023-2032
9.1.1. Cloud
9.1.1.1. Market Revenue and Forecast (2020-2032)
9.1.2. On-premises
9.1.2.1. Market Revenue and Forecast (2020-2032)
Chapter 10. Global Call Center AI Market, By Application
10.1. Call Center AI Market, by Application, 2023-2032
10.1.1. Predictive Call Routing
10.1.1.1. Market Revenue and Forecast (2020-2032)
10.1.2. Sentiment Analysis
10.1.2.1. Market Revenue and Forecast (2020-2032)
10.1.3. Workforce Management
10.1.3.1. Market Revenue and Forecast (2020-2032)
10.1.4. Journey Orchestration
10.1.4.1. Market Revenue and Forecast (2020-2032)
10.1.5. Quality Management
10.1.5.1. Market Revenue and Forecast (2020-2032)
10.1.6. Others
10.1.6.1. Market Revenue and Forecast (2020-2032)
Chapter 11. Global Call Center AI Market, By Enterprises
11.1. Call Center AI Market, by Enterprises, 2023-2032
11.1.1. Large Scale
11.1.1.1. Market Revenue and Forecast (2020-2032)
11.1.2. Small & Medium Scale
11.1.2.1. Market Revenue and Forecast (2020-2032)
Chapter 12. Global Call Center AI Market, By End-User Industry
12.1. Call Center AI Market, by End-User Industry, 2023-2032
12.1.1. IT & Telecommunication
12.1.1.1. Market Revenue and Forecast (2020-2032)
12.1.2. Healthcare
12.1.2.1. Market Revenue and Forecast (2020-2032)
12.1.3. Retain & E-commerce
12.1.3.1. Market Revenue and Forecast (2020-2032)
12.1.4. Energy & Utilities
12.1.4.1. Market Revenue and Forecast (2020-2032)
12.1.5. BFSI
12.1.5.1. Market Revenue and Forecast (2020-2032)
12.1.6. Travels and Hospitality
12.1.6.1. Market Revenue and Forecast (2020-2032)
12.1.7. Others
12.1.7.1. Market Revenue and Forecast (2020-2032)
Chapter 13. Global Call Center AI Market, Regional Estimates and Trend Forecast
13.1. North America
13.1.1. Market Revenue and Forecast, by Component (2020-2032)
13.1.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.1.3. Market Revenue and Forecast, by Application (2020-2032)
13.1.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.1.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.1.6. U.S.
13.1.6.1. Market Revenue and Forecast, by Component (2020-2032)
13.1.6.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.1.6.3. Market Revenue and Forecast, by Application (2020-2032)
13.1.6.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.1.6.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.1.7. Rest of North America
13.1.7.1. Market Revenue and Forecast, by Component (2020-2032)
13.1.7.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.1.7.3. Market Revenue and Forecast, by Application (2020-2032)
13.1.7.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.1.7.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.2. Europe
13.2.1. Market Revenue and Forecast, by Component (2020-2032)
13.2.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.2.3. Market Revenue and Forecast, by Application (2020-2032)
13.2.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.2.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.2.6. UK
13.2.6.1. Market Revenue and Forecast, by Component (2020-2032)
13.2.6.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.2.6.3. Market Revenue and Forecast, by Application (2020-2032)
13.2.7. Market Revenue and Forecast, by Enterprises (2020-2032)
13.2.8. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.2.9. Germany
13.2.9.1. Market Revenue and Forecast, by Component (2020-2032)
13.2.9.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.2.9.3. Market Revenue and Forecast, by Application (2020-2032)
13.2.10. Market Revenue and Forecast, by Enterprises (2020-2032)
13.2.11. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.2.12. France
13.2.12.1. Market Revenue and Forecast, by Component (2020-2032)
13.2.12.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.2.12.3. Market Revenue and Forecast, by Application (2020-2032)
13.2.12.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.2.13. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.2.14. Rest of Europe
13.2.14.1. Market Revenue and Forecast, by Component (2020-2032)
13.2.14.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.2.14.3. Market Revenue and Forecast, by Application (2020-2032)
13.2.14.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.2.15. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.3. APAC
13.3.1. Market Revenue and Forecast, by Component (2020-2032)
13.3.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.3.3. Market Revenue and Forecast, by Application (2020-2032)
13.3.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.3.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.3.6. India
13.3.6.1. Market Revenue and Forecast, by Component (2020-2032)
13.3.6.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.3.6.3. Market Revenue and Forecast, by Application (2020-2032)
13.3.6.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.3.7. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.3.8. China
13.3.8.1. Market Revenue and Forecast, by Component (2020-2032)
13.3.8.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.3.8.3. Market Revenue and Forecast, by Application (2020-2032)
13.3.8.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.3.9. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.3.10. Japan
13.3.10.1. Market Revenue and Forecast, by Component (2020-2032)
13.3.10.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.3.10.3. Market Revenue and Forecast, by Application (2020-2032)
13.3.10.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.3.10.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.3.11. Rest of APAC
13.3.11.1. Market Revenue and Forecast, by Component (2020-2032)
13.3.11.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.3.11.3. Market Revenue and Forecast, by Application (2020-2032)
13.3.11.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.3.11.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.4. MEA
13.4.1. Market Revenue and Forecast, by Component (2020-2032)
13.4.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.4.3. Market Revenue and Forecast, by Application (2020-2032)
13.4.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.4.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.4.6. GCC
13.4.6.1. Market Revenue and Forecast, by Component (2020-2032)
13.4.6.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.4.6.3. Market Revenue and Forecast, by Application (2020-2032)
13.4.6.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.4.7. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.4.8. North Africa
13.4.8.1. Market Revenue and Forecast, by Component (2020-2032)
13.4.8.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.4.8.3. Market Revenue and Forecast, by Application (2020-2032)
13.4.8.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.4.9. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.4.10. South Africa
13.4.10.1. Market Revenue and Forecast, by Component (2020-2032)
13.4.10.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.4.10.3. Market Revenue and Forecast, by Application (2020-2032)
13.4.10.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.4.10.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.4.11. Rest of MEA
13.4.11.1. Market Revenue and Forecast, by Component (2020-2032)
13.4.11.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.4.11.3. Market Revenue and Forecast, by Application (2020-2032)
13.4.11.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.4.11.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.5. Latin America
13.5.1. Market Revenue and Forecast, by Component (2020-2032)
13.5.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.5.3. Market Revenue and Forecast, by Application (2020-2032)
13.5.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.5.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.5.6. Brazil
13.5.6.1. Market Revenue and Forecast, by Component (2020-2032)
13.5.6.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.5.6.3. Market Revenue and Forecast, by Application (2020-2032)
13.5.6.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.5.7. Market Revenue and Forecast, by End-User Industry (2020-2032)
13.5.8. Rest of LATAM
13.5.8.1. Market Revenue and Forecast, by Component (2020-2032)
13.5.8.2. Market Revenue and Forecast, by Deployment (2020-2032)
13.5.8.3. Market Revenue and Forecast, by Application (2020-2032)
13.5.8.4. Market Revenue and Forecast, by Enterprises (2020-2032)
13.5.8.5. Market Revenue and Forecast, by End-User Industry (2020-2032)
Chapter 14. Company Profiles
14.1. IBM
14.1.1. Company Overview
14.1.2. Product Offerings
14.1.3. Financial Performance
14.1.4. Recent Initiatives
14.2. Bright Pattern
14.2.1. Company Overview
14.2.2. Product Offerings
14.2.3. Financial Performance
14.2.4. Recent Initiatives
14.3. SAP
14.3.1. Company Overview
14.3.2. Product Offerings
14.3.3. Financial Performance
14.3.4. Recent Initiatives
14.4. Oracle
14.4.1. Company Overview
14.4.2. Product Offerings
14.4.3. Financial Performance
14.4.4. Recent Initiatives
14.5. Avaya
14.5.1. Company Overview
14.5.2. Product Offerings
14.5.3. Financial Performance
14.5.4. Recent Initiatives
14.6. Jio Haptik Technologies
14.6.1. Company Overview
14.6.2. Product Offerings
14.6.3. Financial Performance
14.6.4. Recent Initiatives
14.7. SMartAction LLC
14.7.1. Company Overview
14.7.2. Product Offerings
14.7.3. Financial Performance
14.7.4. Recent Initiatives
14.8. Zendesk
14.8.1. Company Overview
14.8.2. Product Offerings
14.8.3. Financial Performance
14.8.4. Recent Initiatives
14.9. NICE
14.9.1. Company Overview
14.9.2. Product Offerings
14.9.3. Financial Performance
14.9.4. Recent Initiatives
Chapter 15. Research Methodology
15.1. Primary Research
15.2. Secondary Research
15.3. Assumptions
Chapter 16. Appendix
16.1. About Us
16.2. Glossary of Terms
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