Global Call Center AI Market 2023-2027

Technavio has been monitoring the call center ai market and it is poised to grow by $ 1.90 bn during 2021-2025, progressing at a CAGR of 22.40% during the forecast period. Our report on the call center ai market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current global market scenario, latest trends and drivers, and the overall market environment. The market is driven by rising demand in AI-based intelligent virtual assistant and chatbots and the presence of large number of call centers. In addition, rising demand in AI-based intelligent virtual assistant and chatbots is anticipated to boost the growth of the market as well.

The call center ai market analysis includes the end-user segment and geographic landscape.

Technavio's call center ai market is segmented as below:

By End-user

BFSI
retail and e-commerce
IT and telecom
media and entertainment
others

By Geographical Landscape

North America
APAC
Europe
South America
MEA

This study identifies the increased usage of AI by organizations to offer enhanced customer support servicesas one of the prime reasons driving the call center ai market growth during the next few years.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters. Our report on call center ai market covers the following areas:

Call center ai market sizing
Call center ai market forecast
Call center ai market industry analysis

Technavio's robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading call center ai market vendors that include Alphabet Inc., Amazon Web Services Inc., Artificial Solutions International AB, Avaya Holdings Corp., Jio Haptik Technologies Ltd., Microsoft Corp., Nuance Communications Inc., Oracle Corp., SAP SE, and Zendesk Inc. Also, the call center ai market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive research - both primary and secondary. Technavio's market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast the accurate market growth.

Product Code: IRTNTR71153

1 Executive Summary

1.1 Market overview
Exhibit 01: Executive Summary - Chart on Market Overview
Exhibit 02: Executive Summary - Data Table on Market Overview
Exhibit 03: Executive Summary - Chart on Global Market Characteristics
Exhibit 04: Executive Summary - Chart on Market By Geographical Landscape
Exhibit 05: Executive Summary - Chart on Market Segmentation by End-user
Exhibit 06: Executive Summary - Chart on Market Segmentation by Channel
Exhibit 07: Executive Summary - Chart on Incremental Growth
Exhibit 08: Executive Summary - Data Table on Incremental Growth
Exhibit 09: Executive Summary - Chart on Vendor Market Positioning

2 Market Landscape

2.1 Market ecosystem
Exhibit 10: Parent market
Exhibit 11: Market Characteristics

3 Market Sizing

3.1 Market definition
Exhibit 12: Offerings of vendors included in the market definition
3.2 Market segment analysis
Exhibit 13: Market segments
3.3 Market size 2022
3.4 Market outlook: Forecast for 2022-2027
Exhibit 14: Chart on Global - Market size and forecast 2022-2027 ($ million)
Exhibit 15: Data Table on Global - Market size and forecast 2022-2027 ($ million)
Exhibit 16: Chart on Global Market: Year-over-year growth 2022-2027 (%)
Exhibit 17: Data Table on Global Market: Year-over-year growth 2022-2027 (%)

4 Historic Market Size

4.1 Global call center AI market 2017 - 2021
Exhibit 18: Historic Market Size - Data Table on Global call center AI market 2017 - 2021 ($ million)
4.2 End-User Segment Analysis 2017 - 2021
Exhibit 19: Historic Market Size - End-User Segment 2017 - 2021 ($ million)
4.3 Channel Segment Analysis 2017 - 2021
Exhibit 20: Historic Market Size - Channel Segment 2017 - 2021 ($ million)
4.4 Geography Segment Analysis 2017 - 2021
Exhibit 21: Historic Market Size - Geography Segment 2017 - 2021 ($ million)
4.5 Country Segment Analysis 2017 - 2021
Exhibit 22: Historic Market Size - Country Segment 2017 - 2021 ($ million)

5 Five Forces Analysis

5.1 Five forces summary
Exhibit 23: Five forces analysis - Comparison between 2022 and 2027
5.2 Bargaining power of buyers
Exhibit 24: Chart on Bargaining power of buyers - Impact of key factors 2022 and 2027
5.3 Bargaining power of suppliers
Exhibit 25: Bargaining power of suppliers - Impact of key factors in 2022 and 2027
5.4 Threat of new entrants
Exhibit 26: Threat of new entrants - Impact of key factors in 2022 and 2027
5.5 Threat of substitutes
Exhibit 27: Threat of substitutes - Impact of key factors in 2022 and 2027
5.6 Threat of rivalry
Exhibit 28: Threat of rivalry - Impact of key factors in 2022 and 2027
5.7 Market condition
Exhibit 29: Chart on Market condition - Five forces 2022 and 2027

6 Market Segmentation by End-user

6.1 Market segments
Exhibit 30: Chart on End-user - Market share 2022-2027 (%)
Exhibit 31: Data Table on End-user - Market share 2022-2027 (%)
6.2 Comparison by End-user
Exhibit 32: Chart on Comparison by End-user
Exhibit 33: Data Table on Comparison by End-user
6.3 BFSI - Market size and forecast 2022-2027
Exhibit 34: Chart on BFSI - Market size and forecast 2022-2027 ($ million)
Exhibit 35: Data Table on BFSI - Market size and forecast 2022-2027 ($ million)
Exhibit 36: Chart on BFSI - Year-over-year growth 2022-2027 (%)
Exhibit 37: Data Table on BFSI - Year-over-year growth 2022-2027 (%)
6.4 Retail and e-commerce - Market size and forecast 2022-2027
Exhibit 38: Chart on Retail and e-commerce - Market size and forecast 2022-2027 ($ million)
Exhibit 39: Data Table on Retail and e-commerce - Market size and forecast 2022-2027 ($ million)
Exhibit 40: Chart on Retail and e-commerce - Year-over-year growth 2022-2027 (%)
Exhibit 41: Data Table on Retail and e-commerce - Year-over-year growth 2022-2027 (%)
6.5 IT and telecom - Market size and forecast 2022-2027
Exhibit 42: Chart on IT and telecom - Market size and forecast 2022-2027 ($ million)
Exhibit 43: Data Table on IT and telecom - Market size and forecast 2022-2027 ($ million)
Exhibit 44: Chart on IT and telecom - Year-over-year growth 2022-2027 (%)
Exhibit 45: Data Table on IT and telecom - Year-over-year growth 2022-2027 (%)
6.6 Media and entertainment - Market size and forecast 2022-2027
Exhibit 46: Chart on Media and entertainment - Market size and forecast 2022-2027 ($ million)
Exhibit 47: Data Table on Media and entertainment - Market size and forecast 2022-2027 ($ million)
Exhibit 48: Chart on Media and entertainment - Year-over-year growth 2022-2027 (%)
Exhibit 49: Data Table on Media and entertainment - Year-over-year growth 2022-2027 (%)
6.7 Others - Market size and forecast 2022-2027
Exhibit 50: Chart on Others - Market size and forecast 2022-2027 ($ million)
Exhibit 51: Data Table on Others - Market size and forecast 2022-2027 ($ million)
Exhibit 52: Chart on Others - Year-over-year growth 2022-2027 (%)
Exhibit 53: Data Table on Others - Year-over-year growth 2022-2027 (%)
6.8 Market opportunity by End-user
Exhibit 54: Market opportunity by End-user ($ million)

7 Market Segmentation by Channel

7.1 Market segments
Exhibit 55: Chart on Channel - Market share 2022-2027 (%)
Exhibit 56: Data Table on Channel - Market share 2022-2027 (%)
7.2 Comparison by Channel
Exhibit 57: Chart on Comparison by Channel
Exhibit 58: Data Table on Comparison by Channel
7.3 Phone - Market size and forecast 2022-2027
Exhibit 59: Chart on Phone - Market size and forecast 2022-2027 ($ million)
Exhibit 60: Data Table on Phone - Market size and forecast 2022-2027 ($ million)
Exhibit 61: Chart on Phone - Year-over-year growth 2022-2027 (%)
Exhibit 62: Data Table on Phone - Year-over-year growth 2022-2027 (%)
7.4 Chat - Market size and forecast 2022-2027
Exhibit 63: Chart on Chat - Market size and forecast 2022-2027 ($ million)
Exhibit 64: Data Table on Chat - Market size and forecast 2022-2027 ($ million)
Exhibit 65: Chart on Chat - Year-over-year growth 2022-2027 (%)
Exhibit 66: Data Table on Chat - Year-over-year growth 2022-2027 (%)
7.5 Email or text - Market size and forecast 2022-2027
Exhibit 67: Chart on Email or text - Market size and forecast 2022-2027 ($ million)
Exhibit 68: Data Table on Email or text - Market size and forecast 2022-2027 ($ million)
Exhibit 69: Chart on Email or text - Year-over-year growth 2022-2027 (%)
Exhibit 70: Data Table on Email or text - Year-over-year growth 2022-2027 (%)
7.6 Social media - Market size and forecast 2022-2027
Exhibit 71: Chart on Social media - Market size and forecast 2022-2027 ($ million)
Exhibit 72: Data Table on Social media - Market size and forecast 2022-2027 ($ million)
Exhibit 73: Chart on Social media - Year-over-year growth 2022-2027 (%)
Exhibit 74: Data Table on Social media - Year-over-year growth 2022-2027 (%)
7.7 Website - Market size and forecast 2022-2027
Exhibit 75: Chart on Website - Market size and forecast 2022-2027 ($ million)
Exhibit 76: Data Table on Website - Market size and forecast 2022-2027 ($ million)
Exhibit 77: Chart on Website - Year-over-year growth 2022-2027 (%)
Exhibit 78: Data Table on Website - Year-over-year growth 2022-2027 (%)
7.8 Market opportunity by Channel
Exhibit 79: Market opportunity by Channel ($ million)

8 Customer Landscape

8.1 Customer landscape overview
Exhibit 80: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

9 Geographic Landscape

9.1 Geographic segmentation
Exhibit 81: Chart on Market share By Geographical Landscape 2022-2027 (%)
Exhibit 82: Data Table on Market share By Geographical Landscape 2022-2027 (%)
9.2 Geographic comparison
Exhibit 83: Chart on Geographic comparison
Exhibit 84: Data Table on Geographic comparison
9.3 North America - Market size and forecast 2022-2027
Exhibit 85: Chart on North America - Market size and forecast 2022-2027 ($ million)
Exhibit 86: Data Table on North America - Market size and forecast 2022-2027 ($ million)
Exhibit 87: Chart on North America - Year-over-year growth 2022-2027 (%)
Exhibit 88: Data Table on North America - Year-over-year growth 2022-2027 (%)
9.4 APAC - Market size and forecast 2022-2027
Exhibit 89: Chart on APAC - Market size and forecast 2022-2027 ($ million)
Exhibit 90: Data Table on APAC - Market size and forecast 2022-2027 ($ million)
Exhibit 91: Chart on APAC - Year-over-year growth 2022-2027 (%)
Exhibit 92: Data Table on APAC - Year-over-year growth 2022-2027 (%)
9.5 Europe - Market size and forecast 2022-2027
Exhibit 93: Chart on Europe - Market size and forecast 2022-2027 ($ million)
Exhibit 94: Data Table on Europe - Market size and forecast 2022-2027 ($ million)
Exhibit 95: Chart on Europe - Year-over-year growth 2022-2027 (%)
Exhibit 96: Data Table on Europe - Year-over-year growth 2022-2027 (%)
9.6 South America - Market size and forecast 2022-2027
Exhibit 97: Chart on South America - Market size and forecast 2022-2027 ($ million)
Exhibit 98: Data Table on South America - Market size and forecast 2022-2027 ($ million)
Exhibit 99: Chart on South America - Year-over-year growth 2022-2027 (%)
Exhibit 100: Data Table on South America - Year-over-year growth 2022-2027 (%)
9.7 Middle East and Africa - Market size and forecast 2022-2027
Exhibit 101: Chart on Middle East and Africa - Market size and forecast 2022-2027 ($ million)
Exhibit 102: Data Table on Middle East and Africa - Market size and forecast 2022-2027 ($ million)
Exhibit 103: Chart on Middle East and Africa - Year-over-year growth 2022-2027 (%)
Exhibit 104: Data Table on Middle East and Africa - Year-over-year growth 2022-2027 (%)
9.8 US - Market size and forecast 2022-2027
Exhibit 105: Chart on US - Market size and forecast 2022-2027 ($ million)
Exhibit 106: Data Table on US - Market size and forecast 2022-2027 ($ million)
Exhibit 107: Chart on US - Year-over-year growth 2022-2027 (%)
Exhibit 108: Data Table on US - Year-over-year growth 2022-2027 (%)
9.9 China - Market size and forecast 2022-2027
Exhibit 109: Chart on China - Market size and forecast 2022-2027 ($ million)
Exhibit 110: Data Table on China - Market size and forecast 2022-2027 ($ million)
Exhibit 111: Chart on China - Year-over-year growth 2022-2027 (%)
Exhibit 112: Data Table on China - Year-over-year growth 2022-2027 (%)
9.10 UK - Market size and forecast 2022-2027
Exhibit 113: Chart on UK - Market size and forecast 2022-2027 ($ million)
Exhibit 114: Data Table on UK - Market size and forecast 2022-2027 ($ million)
Exhibit 115: Chart on UK - Year-over-year growth 2022-2027 (%)
Exhibit 116: Data Table on UK - Year-over-year growth 2022-2027 (%)
9.11 Germany - Market size and forecast 2022-2027
Exhibit 117: Chart on Germany - Market size and forecast 2022-2027 ($ million)
Exhibit 118: Data Table on Germany - Market size and forecast 2022-2027 ($ million)
Exhibit 119: Chart on Germany - Year-over-year growth 2022-2027 (%)
Exhibit 120: Data Table on Germany - Year-over-year growth 2022-2027 (%)
9.12 Japan - Market size and forecast 2022-2027
Exhibit 121: Chart on Japan - Market size and forecast 2022-2027 ($ million)
Exhibit 122: Data Table on Japan - Market size and forecast 2022-2027 ($ million)
Exhibit 123: Chart on Japan - Year-over-year growth 2022-2027 (%)
Exhibit 124: Data Table on Japan - Year-over-year growth 2022-2027 (%)
9.13 Market opportunity By Geographical Landscape
Exhibit 125: Market opportunity By Geographical Landscape ($ million)

10 Drivers, Challenges, and Trends

10.1 Market drivers
10.2 Market challenges
10.3 Impact of drivers and challenges
Exhibit 126: Impact of drivers and challenges in 2022 and 2027
10.4 Market trends

11 Vendor Landscape

11.1 Overview
11.2 Vendor landscape
Exhibit 127: Overview on Criticality of inputs and Factors of differentiation
11.3 Landscape disruption
Exhibit 128: Overview on factors of disruption
11.4 Industry risks
Exhibit 129: Impact of key risks on business

12 Vendor Analysis

12.1 Vendors covered
Exhibit 130: Vendors covered
12.2 Market positioning of vendors
Exhibit 131: Matrix on vendor position and classification
12.3 Alphabet Inc.
Exhibit 132: Alphabet Inc. - Overview
Exhibit 133: Alphabet Inc. - Business segments
Exhibit 134: Alphabet Inc. - Key news
Exhibit 135: Alphabet Inc. - Key offerings
Exhibit 136: Alphabet Inc. - Segment focus
12.4 Amazon.com Inc.
Exhibit 137: Amazon.com Inc. - Overview
Exhibit 138: Amazon.com Inc. - Business segments
Exhibit 139: Amazon.com Inc. - Key news
Exhibit 140: Amazon.com Inc. - Key offerings
Exhibit 141: Amazon.com Inc. - Segment focus
12.5 Artificial Solutions International AB
Exhibit 142: Artificial Solutions International AB - Overview
Exhibit 143: Artificial Solutions International AB - Product / Service
Exhibit 144: Artificial Solutions International AB - Key offerings
12.6 Avaamo Inc.
Exhibit 145: Avaamo Inc. - Overview
Exhibit 146: Avaamo Inc. - Product / Service
Exhibit 147: Avaamo Inc. - Key offerings
12.7 Avaya Holdings Corp.
Exhibit 148: Avaya Holdings Corp. - Overview
Exhibit 149: Avaya Holdings Corp. - Business segments
Exhibit 150: Avaya Holdings Corp. - Key offerings
Exhibit 151: Avaya Holdings Corp. - Segment focus
12.8 Conversica Inc.
Exhibit 152: Conversica Inc. - Overview
Exhibit 153: Conversica Inc. - Product / Service
Exhibit 154: Conversica Inc. - Key offerings
12.9 Creative Virtual Ltd.
Exhibit 155: Creative Virtual Ltd. - Overview
Exhibit 156: Creative Virtual Ltd. - Product / Service
Exhibit 157: Creative Virtual Ltd. - Key offerings
12.10 EdgeVerve Systems Ltd.
Exhibit 158: EdgeVerve Systems Ltd. - Overview
Exhibit 159: EdgeVerve Systems Ltd. - Product / Service
Exhibit 160: EdgeVerve Systems Ltd. - Key offerings
12.11 Inbenta Holdings Inc.
Exhibit 161: Inbenta Holdings Inc. - Overview
Exhibit 162: Inbenta Holdings Inc. - Product / Service
Exhibit 163: Inbenta Holdings Inc. - Key offerings
12.12 Jio Haptik Technologies Ltd.
Exhibit 164: Jio Haptik Technologies Ltd. - Overview
Exhibit 165: Jio Haptik Technologies Ltd. - Product / Service
Exhibit 166: Jio Haptik Technologies Ltd. - Key offerings
12.13 Microsoft Corp.
Exhibit 167: Microsoft Corp. - Overview
Exhibit 168: Microsoft Corp. - Business segments
Exhibit 169: Microsoft Corp. - Key news
Exhibit 170: Microsoft Corp. - Key offerings
Exhibit 171: Microsoft Corp. - Segment focus
12.14 Nuance Communications Inc.
Exhibit 172: Nuance Communications Inc. - Overview
Exhibit 173: Nuance Communications Inc. - Business segments
Exhibit 174: Nuance Communications Inc. - Key offerings
Exhibit 175: Nuance Communications Inc. - Segment focus
12.15 Oracle Corp.
Exhibit 176: Oracle Corp. - Overview
Exhibit 177: Oracle Corp. - Business segments
Exhibit 178: Oracle Corp. - Key news
Exhibit 179: Oracle Corp. - Key offerings
Exhibit 180: Oracle Corp. - Segment focus
12.16 SAP SE
Exhibit 181: SAP SE - Overview
Exhibit 182: SAP SE - Business segments
Exhibit 183: SAP SE - Key news
Exhibit 184: SAP SE - Key offerings
Exhibit 185: SAP SE - Segment focus
12.17 Zendesk Inc.
Exhibit 186: Zendesk Inc. - Overview
Exhibit 187: Zendesk Inc. - Product / Service
Exhibit 188: Zendesk Inc. - Key offerings

13 Appendix

13.1 Scope of the report
13.2 Inclusions and exclusions checklist
Exhibit 189: Inclusions checklist
Exhibit 190: Exclusions checklist
13.3 Currency conversion rates for US$
Exhibit 191: Currency conversion rates for US$
13.4 Research methodology
Exhibit 192: Research methodology
Exhibit 193: Validation techniques employed for market sizing
Exhibit 194: Information sources
13.5 List of abbreviations
Exhibit 195: List of abbreviations