Global Call Center Artificial Intelligence (AI) Market, By Component (Solutions, Services), Application (Workforce Optimization, Predictive Call Routing, Journey Orchestration, Agent Performance Management, Sentiment Analysis, Appointment Scheduling), Organization Size (SME, Large Enterprises), Deployment Mode (Cloud, On-Premises), End Use (BFSI, Retail & E-Commerce, Media & Entertainment, Healthcare, IT & Telecom, Travel & Hospitality) – Industry Trends and Forecast to 2030.
Call Center Artificial Intelligence (AI) Market Analysis and Size
The increasing need for better data analytical capabilities to cater to customer inquiries in real-time and increase customer engagement through social media will boost the demand for the call center artificial intelligence (AI) in the market. Industries have also understood that improved consumer service can aid in growing profitability. Therefore, industries are aggressively adopting call center artificial intelligence (AI) to increase consumer service, thus contributing to call center artificial intelligence (AI) market growth.
Data Bridge Market Research analyses that the call center artificial intelligence (AI) market was valued at USD 2294.22 million in 2022 and is expected to reach the value of USD 7553.36 million by 2030, at a CAGR of 15.70% during the forecast period. In addition to the market insights such as market value, growth rate, market segments, geographical coverage, market players, and market scenario, the market report curated by the Data Bridge Market Research team includes in-depth expert analysis, import/export analysis, pricing analysis, production consumption analysis, and pestle analysis.
Call Center Artificial Intelligence (AI) Market Scope and Segmentation
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Report Metric
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Details
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Forecast Period
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2023 to 2030
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Base Year
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2022
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Historic Years
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2021 (Customizable to 2015 - 2020)
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Quantitative Units
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Revenue in USD Million, Volumes in Units, Pricing in USD
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Segments Covered
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Offering (Software, Service), Platform (Outbound Dialer, Inbound Voice, Web Chat, Omni channel Agent, Social Media, Email, Messaging, Others), Organization Size (Large Organization, Small and Medium Organization), Deployment Model (On-Premise, Hybrid, Cloud), Industry (IT and Telecommunication, Banking, Financial Service and Insurance, Retail, Healthcare, Government, Travel and Hospitality, Transport and Logistics, Media and Entertainment, Education, Manufacturing, Energy and Utilities, Others)
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Countries Covered
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U.S., Canada and Mexico in North America, Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey, Rest of Europe in Europe, China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, Israel, Egypt, South Africa, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA), Brazil, Argentina and Rest of South America as part of South America
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Market Players Covered
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Oracle (U.S.), IBM (U.S.), RACKSPACE TECHNOLOGY, (U.S.), Microsoft (U.S.), VMware, Inc., (U.S.), Dell Inc., (U.S.), Redcentric plc (U.K.), Google LLC (U.S.), Cisco Systems, Inc. (U.S.), Red Hat, Inc. (U.S.), Getronics (Netherlands), Hewlett Packard Enterprise Development LP (U.S.), CenturyLink (U.S.), NEC Corporation (Japan), Joyent, Inc (U.S.), AT&T Intellectual Property (U.S.), Citrix Systems, Inc. (U.S.) and NTT DATA Corporation (Japan)
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Market Opportunities
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Market Definition
Call center artificial intelligence (AI) refers to a specialised application of artificial intelligence (AI) for customer engagement that helps in programming business operations. The customers engage in solving their issues with no necessity of specialised agents to communicate with consumers. Artificial intelligence (AI) suggests solutions based on the problem present by the consumer. The complaint is sent to a human agent if the difficulties persist.
Global Call Center Artificial Intelligence (AI) Market
Drivers
- Increasing preference of cloud-based contact center solutions
The mounting usage of cloud based contact centers is estimated to increase the demand of call center artificial intelligence (AI) and further expand the call center artificial intelligence (AI) market growth rate. Agents can get real-time access to consumer information from any location through cloud-based technologies. Moreover, cloud-based call center AI solutions do not need full-time workers to work physically; this technology allows agents to be work from anywhere. Call center artificial intelligence (AI) vendors form a functional architecture where end-user infrastructure processing is separated between two sites.
- Increasing need to automate customer service
Consumer care executives are now creating closer consumer relationships to deliver long-term value for firms. As per the study, approx., more than 60% of industries are improving their data analysis, which is significant for providing better consumer experience. Now businesses and companies have more access to modified client data for better experiences owing to artificial intelligence (AI) and machine learning (ML) technologies. For instance, artificial intelligence (AI) social media can quickly help clients to solve their own problems. Business process automation will also improve overall organizational performance of employee and agility by providing actionable data for consumer insights.
Opportunities
- Increasing development in customer engagement
With the proliferation of platforms, such as Twitter, Facebook and WhatsApp, the reach of social channels has developed exponentially. For instance, in April 2023, Facebook alone had around 3 billion monthly active users. Consumers resort to these online platforms to find data and participate in communities to solve service issues. They progressively trust on social media to learn about companies or brands, especially millennial consumers and the young generation. Therefore, organizations have planned to make productive use of social channels, to advance customer engagement. This would help accelerate the call center artificial intelligence (AI) market and will likely to generate ample and new opportunities for the market growth in the forecast period.
Restraints
- Issues associated with privacy and
Data security and privacy concerns and preference for online chat over chatbots are some of the major factors among other which are expected to obstruct the growth of the center artificial intelligence (AI) market. Lack of unsupervised learning and skilled employees are projected to challenge the center artificial intelligence (AI) market in the forecast period of 2023-2030.
This call center artificial intelligence (AI) market report provides details of new recent developments, trade regulations, import-export analysis, production analysis, value chain optimization, market share, impact of domestic and localized market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on the call center artificial intelligence (AI) market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.
COVID-19 Impact on Call Center Artificial Intelligence (AI) Market
The outbreak of COVID-19 had a positive impact on the call center artificial intelligence (AI) market. The overall call volume to call centers raised considerably during pandemic. According to the report, call center artificial intelligence (AI) witnessed over 300% more calls than usual during the initial stages of pandemic. Whereas IBM Watson Assistant witnessed growth over 60% in monthly active consmusers from January to December 2020. This led industries in investing for software to improve the efficiency of redundant tasks and automate processes.
Recent Development
- In January 2023, Sprinklr announced its partnership with Google Cloud. This partnership will aid enterprises to reimagine its consumer experience management strategies. This partnership will also help Sprinklr to grow awareness among its joint customers and accelerate its go-to-market strategy.
- In September 2021, Leidos partnered with Nuance Omnichannel Conversational AI Platform. This partnership will help to improve digital patient engagement solutions for healthcare companies. Leidos develops solutions using Nuance's AI technology, which advances their customers' assignments to improve outcomes, care quality and costs, by building tailored solutions for digital patient engagement.
Global Call Center Artificial Intelligence (AI) Market Scope
The call center artificial intelligence (AI) market is segmented on the basis of component, application, organization size, deployment mode and end-user. The growth amongst these segments will help you analyze meagre growth segments in the industries and provide the users with a valuable market overview and market insights to help them make strategic decisions for identifying core market applications.
Component
- Solutions
- Services
Application
- Workforce Optimization
- Predictive Call Routing
- Journey Orchestration
- Agent Performance Management
- Sentiment Analysis
- Appointment Scheduling
Organization Size
- SME
- Large Enterprises
Deployment Mode
- Cloud
- On-Premises
End Use
- BFSI
- Retail & E-Commerce
- Media & Entertainment
- Healthcare
- IT & Telecom
- Travel & Hospitality
Call Center Artificial Intelligence (AI) Market Regional Analysis/Insights
The call center artificial intelligence (AI) market is analyzed and market size insights and trends are provided by country, component, application, organization size, deployment mode and end-user as referenced above.
The countries covered in the call center artificial intelligence (AI) market report are U.S., Canada and Mexico in North America, Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey, Rest of Europe in Europe, China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, Israel, Egypt, South Africa, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA), Brazil, Argentina and Rest of South America as part of South America.
North America dominates the call center artificial intelligence (AI) market because of increasing business automation among end user industries. The rapid technological developments and presence of global vendors within the regionwill likely to boost the market growth.
Asia-Pacific will continue to project the highest compound annual growth rate during the forecast period of 2023-2030 due to economic growth in this region. The presence of major market players and the increased spending on call centers to deliver efficient services across industries will likely boost market growth in the region.
The country section of the report also provides individual market impacting factors and changes in market regulation that impact the current and future trends of the market. Data points like down-stream and upstream value chain analysis, technical trends and porter's five forces analysis, case studies are some of the pointers used to forecast the market scenario for individual countries. Also, the presence and availability of Global brands and their challenges faced due to large or scarce competition from local and domestic brands, impact of domestic tariffs and trade routes are considered while providing forecast analysis of the country data.
Competitive Landscape and Call Center Artificial Intelligence (AI) Market Share Analysis
The call center artificial intelligence (AI) market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, Global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies' focus related to call center artificial intelligence (AI) market.
Some of the major players operating in the call center artificial intelligence (AI) market are:
- Oracle (U.S.)
- IBM (U.S.)
- RACKSPACE TECHNOLOGY, (U.S.)
- Microsoft (U.S.)
- VMware, Inc., (U.S.)
- Dell Inc., (U.S.)
- Redcentric plc (U.K.)
- Google LLC (U.S.)
- Cisco Systems, Inc. (U.S.)
- Red Hat, Inc. (U.S.)
- Getronics (Netherlands)
- Hewlett Packard Enterprise Development LP (U.S.)
- CenturyLink (U.S.)
- NEC Corporation (Japan)
- Joyent, Inc., (U.S.)
- AT&T Intellectual Property (U.S.)
- Citrix Systems, Inc. (U.S.)
- NTT DATA Corporation (Japan)
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