June 19, 2024

Call Center AI Market Size To Cross USD 17.05 Bn By 2032

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.

Call Center AI Market Size 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 CoverageDetails
Market Size in 2023USD 2.62 Billion
Market Size by 2032USD 17.05 Billion
Growth Rate from 2023 to 2032CAGR of 23.12%
Largest MarketNorth America
Base Year2022
Forecast Period2023 to 2032
Segments CoveredBy Component, By Deployment, By Application, By Enterprises, and By End-User Industry
Regions CoveredNorth 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

Thanks for reading you can also get individual chapter-wise sections or region-wise report versions such as North America, Europe, or the Asia Pacific.

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