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Market Research Report

Toward the AI-Powered Contact Center

Published by IDC Product code 974186
Published Content info 18 Pages
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Toward the AI-Powered Contact Center
Published: December 2, 2020 Content info: 18 Pages
Description

This IDC Market Perspective analyzes the potential of AI software products and services to deliver business value in contact centers in Europe. 2020 has seen a significant uptick in market activity around various use cases for AI technologies in contact centers, with the impacts of the COVID-19 pandemic as well as the longer-term shift to contact center as-a-service (CCaaS) models leveraging open technologies acting as major catalysts for investment. IDC expects contact center operations to represent a significant concentration of market opportunity for AI technology providers and established contact center technology vendors."The journey to the AI-powered contact center is creating a competitive battleground," said Jack Vernon, senior research analyst, IDC. "Specialist AI vendors and established contact center software vendors must all develop clear strategies for this space, or risk losing out on a very fast-growing opportunity."

Table of Contents
Product Code: EUR147017320

Executive Snapshot

New Market Developments and Dynamics

  • Market Background and Drivers
    • Contact Centers Have Been Under Pressure for Some Time
    • COVID-19 Dials Up the Pressure, Highlights the Value of Virtual Agents
    • AI Technology Providers See Opportunity, Bring Economies of Scale
  • The Contact Center AI Market Opportunity in Europe
    • Four Key AI Use Cases in Contact Centers
    • Key Vendors in the AI-Powered Contact Center Ecosystem
  • Contact Center Software Vendors
    • Avaya
    • Genesys
    • Mitel
    • Cisco
    • Content Guru
    • 8x8
    • LogMeIn
    • Puzzel
    • Salesforce
  • Large Public Cloud Providers
    • Google Cloud
    • AWS
    • IBM
    • Microsoft
  • AI Contact Center Start-Ups
    • Gridspace
    • Infinitus
  • Contact Center AI Adoption Trends
    • Customer Expectations Signify Immaturity
    • Technical Implementation Remains Complicated, but Vendors pin Hopes on the Cloud Easing the Challenge
    • Consumption-Based Pricing Models of AI Services Have Slowed Progress, but Practices are Changing
    • Focusing on Agent Experience is a Critical Aspect of Several Agent- and Customer-Facing Use Cases
    • Virtual Agent Development Requires Unique Skills and Often Multiple Iterations
    • Customers Remain Confused About the Different Capabilities and Offerings of Vendors
    • COVID-19 Changed the Market Landscape and the Technology Demands of Different Industries
    • Debate Continues as to Whether Virtual Agents Should Admit to Being Virtual
    • Organizations Need a Strategy for Vendors Making Changes to Their AI Technologies and Platforms
  • How Will AI Affect the Contact Center Software Ecosystem?
    • AI Will Grow the Contact Center Software Market, and Vendors That Fail to Integrate AI Will Lose Market Share
    • Contact Center Software Vendors' Customer Relationships Give Them Significant Power
    • Cloud Vendors with AI Offerings aim to Work With Customers Indirectly
    • Stickiness of AI Vendors' Technologies Could Give Them Some Flexibility to set Prices, Particularly With Existing Customers
    • Orchestration Will be the Real Value Play
    • AI-Driven Process Transformation Will Require Significant Expertise, Creating a Major Opportunity for Consultancies and SIs

Advice for the Technology Suppliers

  • Advice for Contact Center Software Players
  • Advice for AI Specialist Vendors
    • Advice for Consultants and Systems Integrators

Learn More

  • Related Research
  • Synopsis
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