Global AI in Cloud Contact Center Solutions Market 2025-2029

Description

List of Tables

The AI in cloud contact center solutions market is forecasted to grow by USD 5,332.3 mn during 2024-2029, accelerating at a CAGR of 18.9% during the forecast period. The report on the AI in cloud contact center solutions 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 market scenario, the latest trends and drivers, and the overall market environment. The market is driven by escalating demand for hyper-personalized and omnichannel customer experiences, critical imperative for operational efficiency and cost reduction, and transformative advancements in generative AI and large language models.

Market Scope
Base Year	2025
End Year	2029
Series Year	2025-2029
Growth Momentum	Accelerate
YOY 2025	16.7%
CAGR	18.9%
Incremental Value	$5,332.3 mn

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 size data, segment with regional analysis and vendor landscape in addition to an analysis of the key companies. Reports have historic and forecast data.

Technavio's AI in cloud contact center solutions market is segmented as below:

By Component

Solution
Services

By Application

Predictive call routing
Workforce optimization
Sentiment analysis
Journey orchestration
Others

By End-user

BFSI
Retail and E-commerce
IT and telecom
Healthcare and life science
Others

By Geographical Landscape

North America
APAC
Europe
Middle East and Africa
South America

This study identifies the hyper-personalization at scale fueled by generative AI as one of the prime reasons driving the AI in cloud contact center solutions market growth during the next few years. Also, ascendancy of proactive and predictive customer engagement and agent augmentation and proliferation of co-pilot model will lead to sizable demand in the market.

The report on the AI in cloud contact center solutions market covers the following areas:

AI In Cloud Contact Center Solutions Market sizing
AI In Cloud Contact Center Solutions Market forecast
AI In Cloud Contact Center Solutions Market industry analysis

The 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 AI in cloud contact center solutions market vendors that include Amazon Web Services Inc., Cisco Systems Inc., Cresta, Five9 Inc., Freshworks Inc., Genesys Telecommunications Laboratories Inc., Google Cloud, Liveperson Inc., Microsoft Corp., NICE Ltd., Oracle Corp., Salesforce Inc., SAP SE, Talkdesk Inc., UiPath Inc., Verint Systems Inc., and Zendesk Inc.. Also, the AI in cloud contact center solutions 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 publisher 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 primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

Product Code: IRTNTR80968

1 Executive Summary

1.1 Market overview
- Executive Summary - Chart on Market Overview
- Executive Summary - Data Table on Market Overview
- Executive Summary - Chart on Global Market Characteristics
- Executive Summary - Chart on Market By Geographical Landscape
- Executive Summary - Chart on Market Segmentation by Component
- Executive Summary - Chart on Market Segmentation by Application
- Executive Summary - Chart on Market Segmentation by End-user
- Executive Summary - Chart on Incremental Growth
- Executive Summary - Data Table on Incremental Growth
- Executive Summary - Chart on Company Market Positioning

2 Technavio Analysis

2.1 Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
- Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
2.2 Criticality of inputs and Factors of differentiation
- Overview on criticality of inputs and factors of differentiation
2.3 Factors of disruption
- Overview on factors of disruption
2.4 Impact of drivers and challenges
- Impact of drivers and challenges in 2024 and 2029

3 Market Landscape

3.1 Market ecosystem
- Parent Market
- Data Table on - Parent Market
3.2 Market characteristics
- Market characteristics analysis
3.3 Value chain analysis
- Value chain analysis

4 Market Sizing

4.1 Market definition
- Offerings of companies included in the market definition
4.2 Market segment analysis
- Market segments
4.3 Market size 2024
4.4 Market outlook: Forecast for 2024-2029
- Chart on Global - Market size and forecast 2024-2029 ($ million)
- Data Table on Global - Market size and forecast 2024-2029 ($ million)
- Chart on Global Market: Year-over-year growth 2024-2029 (%)
- Data Table on Global Market: Year-over-year growth 2024-2029 (%)

5 Historic Market Size

5.1 Global AI In Cloud Contact Center Solutions Market 2019 - 2023
- Historic Market Size - Data Table on Global AI In Cloud Contact Center Solutions Market 2019 - 2023 ($ million)
5.2 Component segment analysis 2019 - 2023
- Historic Market Size - Component Segment 2019 - 2023 ($ million)
5.3 Application segment analysis 2019 - 2023
- Historic Market Size - Application Segment 2019 - 2023 ($ million)
5.4 End-user segment analysis 2019 - 2023
- Historic Market Size - End-user Segment 2019 - 2023 ($ million)
5.5 Geography segment analysis 2019 - 2023
- Historic Market Size - Geography Segment 2019 - 2023 ($ million)
5.6 Country segment analysis 2019 - 2023
- Historic Market Size - Country Segment 2019 - 2023 ($ million)

6 Five Forces Analysis

6.1 Five forces summary
- Five forces analysis - Comparison between 2024 and 2029
6.2 Bargaining power of buyers
- Bargaining power of buyers - Impact of key factors 2024 and 2029
6.3 Bargaining power of suppliers
- Bargaining power of suppliers - Impact of key factors in 2024 and 2029
6.4 Threat of new entrants
- Threat of new entrants - Impact of key factors in 2024 and 2029
6.5 Threat of substitutes
- Threat of substitutes - Impact of key factors in 2024 and 2029
6.6 Threat of rivalry
- Threat of rivalry - Impact of key factors in 2024 and 2029
6.7 Market condition
- Chart on Market condition - Five forces 2024 and 2029

7 Market Segmentation by Component

7.1 Market segments
- Chart on Component - Market share 2024-2029 (%)
- Data Table on Component - Market share 2024-2029 (%)
7.2 Comparison by Component
- Chart on Comparison by Component
- Data Table on Comparison by Component
7.3 Solution - Market size and forecast 2024-2029
- Chart on Solution - Market size and forecast 2024-2029 ($ million)
- Data Table on Solution - Market size and forecast 2024-2029 ($ million)
- Chart on Solution - Year-over-year growth 2024-2029 (%)
- Data Table on Solution - Year-over-year growth 2024-2029 (%)
7.4 Services - Market size and forecast 2024-2029
- Chart on Services - Market size and forecast 2024-2029 ($ million)
- Data Table on Services - Market size and forecast 2024-2029 ($ million)
- Chart on Services - Year-over-year growth 2024-2029 (%)
- Data Table on Services - Year-over-year growth 2024-2029 (%)
7.5 Market opportunity by Component
- Market opportunity by Component ($ million)
- Data Table on Market opportunity by Component ($ million)

8 Market Segmentation by Application

8.1 Market segments
- Chart on Application - Market share 2024-2029 (%)
- Data Table on Application - Market share 2024-2029 (%)
8.2 Comparison by Application
- Chart on Comparison by Application
- Data Table on Comparison by Application
8.3 Predictive call routing - Market size and forecast 2024-2029
- Chart on Predictive call routing - Market size and forecast 2024-2029 ($ million)
- Data Table on Predictive call routing - Market size and forecast 2024-2029 ($ million)
- Chart on Predictive call routing - Year-over-year growth 2024-2029 (%)
- Data Table on Predictive call routing - Year-over-year growth 2024-2029 (%)
8.4 Workforce optimization - Market size and forecast 2024-2029
- Chart on Workforce optimization - Market size and forecast 2024-2029 ($ million)
- Data Table on Workforce optimization - Market size and forecast 2024-2029 ($ million)
- Chart on Workforce optimization - Year-over-year growth 2024-2029 (%)
- Data Table on Workforce optimization - Year-over-year growth 2024-2029 (%)
8.5 Sentiment analysis - Market size and forecast 2024-2029
- Chart on Sentiment analysis - Market size and forecast 2024-2029 ($ million)
- Data Table on Sentiment analysis - Market size and forecast 2024-2029 ($ million)
- Chart on Sentiment analysis - Year-over-year growth 2024-2029 (%)
- Data Table on Sentiment analysis - Year-over-year growth 2024-2029 (%)
8.6 Journey orchestration - Market size and forecast 2024-2029
- Chart on Journey orchestration - Market size and forecast 2024-2029 ($ million)
- Data Table on Journey orchestration - Market size and forecast 2024-2029 ($ million)
- Chart on Journey orchestration - Year-over-year growth 2024-2029 (%)
- Data Table on Journey orchestration - Year-over-year growth 2024-2029 (%)
8.7 Others - Market size and forecast 2024-2029
- Chart on Others - Market size and forecast 2024-2029 ($ million)
- Data Table on Others - Market size and forecast 2024-2029 ($ million)
- Chart on Others - Year-over-year growth 2024-2029 (%)
- Data Table on Others - Year-over-year growth 2024-2029 (%)
8.8 Market opportunity by Application
- Market opportunity by Application ($ million)
- Data Table on Market opportunity by Application ($ million)

9 Market Segmentation by End-user

9.1 Market segments
- Chart on End-user - Market share 2024-2029 (%)
- Data Table on End-user - Market share 2024-2029 (%)
9.2 Comparison by End-user
- Chart on Comparison by End-user
- Data Table on Comparison by End-user
9.3 BFSI - Market size and forecast 2024-2029
- Chart on BFSI - Market size and forecast 2024-2029 ($ million)
- Data Table on BFSI - Market size and forecast 2024-2029 ($ million)
- Chart on BFSI - Year-over-year growth 2024-2029 (%)
- Data Table on BFSI - Year-over-year growth 2024-2029 (%)
9.4 Retail and e-commerce - Market size and forecast 2024-2029
- Chart on Retail and e-commerce - Market size and forecast 2024-2029 ($ million)
- Data Table on Retail and e-commerce - Market size and forecast 2024-2029 ($ million)
- Chart on Retail and e-commerce - Year-over-year growth 2024-2029 (%)
- Data Table on Retail and e-commerce - Year-over-year growth 2024-2029 (%)
9.5 IT and telecom - Market size and forecast 2024-2029
- Chart on IT and telecom - Market size and forecast 2024-2029 ($ million)
- Data Table on IT and telecom - Market size and forecast 2024-2029 ($ million)
- Chart on IT and telecom - Year-over-year growth 2024-2029 (%)
- Data Table on IT and telecom - Year-over-year growth 2024-2029 (%)
9.6 Healthcare and life science - Market size and forecast 2024-2029
- Chart on Healthcare and life science - Market size and forecast 2024-2029 ($ million)
- Data Table on Healthcare and life science - Market size and forecast 2024-2029 ($ million)
- Chart on Healthcare and life science - Year-over-year growth 2024-2029 (%)
- Data Table on Healthcare and life science - Year-over-year growth 2024-2029 (%)
9.7 Others - Market size and forecast 2024-2029
- Chart on Others - Market size and forecast 2024-2029 ($ million)
- Data Table on Others - Market size and forecast 2024-2029 ($ million)
- Chart on Others - Year-over-year growth 2024-2029 (%)
- Data Table on Others - Year-over-year growth 2024-2029 (%)
9.8 Market opportunity by End-user
- Market opportunity by End-user ($ million)
- Data Table on Market opportunity by End-user ($ million)

10 Customer Landscape

10.1 Customer landscape overview
- Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

11 Geographic Landscape

11.1 Geographic segmentation
- Chart on Market share By Geographical Landscape 2024-2029 (%)
- Data Table on Market share By Geographical Landscape 2024-2029 (%)
11.2 Geographic comparison
- Chart on Geographic comparison
- Data Table on Geographic comparison
11.3 North America - Market size and forecast 2024-2029
- Chart on North America - Market size and forecast 2024-2029 ($ million)
- Data Table on North America - Market size and forecast 2024-2029 ($ million)
- Chart on North America - Year-over-year growth 2024-2029 (%)
- Data Table on North America - Year-over-year growth 2024-2029 (%)
11.4 APAC - Market size and forecast 2024-2029
- Chart on APAC - Market size and forecast 2024-2029 ($ million)
- Data Table on APAC - Market size and forecast 2024-2029 ($ million)
- Chart on APAC - Year-over-year growth 2024-2029 (%)
- Data Table on APAC - Year-over-year growth 2024-2029 (%)
11.5 Europe - Market size and forecast 2024-2029
- Chart on Europe - Market size and forecast 2024-2029 ($ million)
- Data Table on Europe - Market size and forecast 2024-2029 ($ million)
- Chart on Europe - Year-over-year growth 2024-2029 (%)
- Data Table on Europe - Year-over-year growth 2024-2029 (%)
11.6 Middle East and Africa - Market size and forecast 2024-2029
- Chart on Middle East and Africa - Market size and forecast 2024-2029 ($ million)
- Data Table on Middle East and Africa - Market size and forecast 2024-2029 ($ million)
- Chart on Middle East and Africa - Year-over-year growth 2024-2029 (%)
- Data Table on Middle East and Africa - Year-over-year growth 2024-2029 (%)
11.7 South America - Market size and forecast 2024-2029
- Chart on South America - Market size and forecast 2024-2029 ($ million)
- Data Table on South America - Market size and forecast 2024-2029 ($ million)
- Chart on South America - Year-over-year growth 2024-2029 (%)
- Data Table on South America - Year-over-year growth 2024-2029 (%)
11.8 US - Market size and forecast 2024-2029
- Chart on US - Market size and forecast 2024-2029 ($ million)
- Data Table on US - Market size and forecast 2024-2029 ($ million)
- Chart on US - Year-over-year growth 2024-2029 (%)
- Data Table on US - Year-over-year growth 2024-2029 (%)
11.9 China - Market size and forecast 2024-2029
- Chart on China - Market size and forecast 2024-2029 ($ million)
- Data Table on China - Market size and forecast 2024-2029 ($ million)
- Chart on China - Year-over-year growth 2024-2029 (%)
- Data Table on China - Year-over-year growth 2024-2029 (%)
11.10 UK - Market size and forecast 2024-2029
- Chart on UK - Market size and forecast 2024-2029 ($ million)
- Data Table on UK - Market size and forecast 2024-2029 ($ million)
- Chart on UK - Year-over-year growth 2024-2029 (%)
- Data Table on UK - Year-over-year growth 2024-2029 (%)
11.11 Germany - Market size and forecast 2024-2029
- Chart on Germany - Market size and forecast 2024-2029 ($ million)
- Data Table on Germany - Market size and forecast 2024-2029 ($ million)
- Chart on Germany - Year-over-year growth 2024-2029 (%)
- Data Table on Germany - Year-over-year growth 2024-2029 (%)
11.12 Japan - Market size and forecast 2024-2029
- Chart on Japan - Market size and forecast 2024-2029 ($ million)
- Data Table on Japan - Market size and forecast 2024-2029 ($ million)
- Chart on Japan - Year-over-year growth 2024-2029 (%)
- Data Table on Japan - Year-over-year growth 2024-2029 (%)
11.13 Canada - Market size and forecast 2024-2029
- Chart on Canada - Market size and forecast 2024-2029 ($ million)
- Data Table on Canada - Market size and forecast 2024-2029 ($ million)
- Chart on Canada - Year-over-year growth 2024-2029 (%)
- Data Table on Canada - Year-over-year growth 2024-2029 (%)
11.14 France - Market size and forecast 2024-2029
- Chart on France - Market size and forecast 2024-2029 ($ million)
- Data Table on France - Market size and forecast 2024-2029 ($ million)
- Chart on France - Year-over-year growth 2024-2029 (%)
- Data Table on France - Year-over-year growth 2024-2029 (%)
11.15 India - Market size and forecast 2024-2029
- Chart on India - Market size and forecast 2024-2029 ($ million)
- Data Table on India - Market size and forecast 2024-2029 ($ million)
- Chart on India - Year-over-year growth 2024-2029 (%)
- Data Table on India - Year-over-year growth 2024-2029 (%)
11.16 South Korea - Market size and forecast 2024-2029
- Chart on South Korea - Market size and forecast 2024-2029 ($ million)
- Data Table on South Korea - Market size and forecast 2024-2029 ($ million)
- Chart on South Korea - Year-over-year growth 2024-2029 (%)
- Data Table on South Korea - Year-over-year growth 2024-2029 (%)
11.17 Australia - Market size and forecast 2024-2029
- Chart on Australia - Market size and forecast 2024-2029 ($ million)
- Data Table on Australia - Market size and forecast 2024-2029 ($ million)
- Chart on Australia - Year-over-year growth 2024-2029 (%)
- Data Table on Australia - Year-over-year growth 2024-2029 (%)
11.18 Market opportunity By Geographical Landscape
- Market opportunity By Geographical Landscape ($ million)
- Data Tables on Market opportunity By Geographical Landscape ($ million)

12 Drivers, Challenges, and Opportunity/Restraints

12.1 Market drivers
12.2 Market challenges
12.3 Impact of drivers and challenges
- Impact of drivers and challenges in 2024 and 2029
12.4 Market opportunities/restraints

13 Competitive Landscape

13.1 Overview
13.2 Competitive Landscape
- Overview on criticality of inputs and factors of differentiation
13.3 Landscape disruption
- Overview on factors of disruption
13.4 Industry risks
- Impact of key risks on business

14 Competitive Analysis

14.1 Companies profiled
- Companies covered
14.2 Company ranking index
- Company ranking index
14.3 Market positioning of companies
- Matrix on companies position and classification
14.4 Amazon Web Services Inc.
- Amazon Web Services Inc. - Overview
- Amazon Web Services Inc. - Product / Service
- Amazon Web Services Inc. - Key news
- Amazon Web Services Inc. - Key offerings
- SWOT
14.5 Cisco Systems Inc.
- Cisco Systems Inc. - Overview
- Cisco Systems Inc. - Business segments
- Cisco Systems Inc. - Key news
- Cisco Systems Inc. - Key offerings
- Cisco Systems Inc. - Segment focus
- SWOT
14.6 Cresta
- Cresta - Overview
- Cresta - Product / Service
- Cresta - Key offerings
- SWOT
14.7 Five9 Inc.
- Five9 Inc. - Overview
- Five9 Inc. - Product / Service
- Five9 Inc. - Key news
- Five9 Inc. - Key offerings
- SWOT
14.8 Genesys Telecommunications Laboratories Inc.
- Genesys Telecommunications Laboratories Inc. - Overview
- Genesys Telecommunications Laboratories Inc. - Product / Service
- Genesys Telecommunications Laboratories Inc. - Key offerings
- SWOT
14.9 Google Cloud
- Google Cloud - Overview
- Google Cloud - Product / Service
- Google Cloud - Key offerings
- SWOT
14.10 Microsoft Corp.
- Microsoft Corp. - Overview
- Microsoft Corp. - Business segments
- Microsoft Corp. - Key news
- Microsoft Corp. - Key offerings
- Microsoft Corp. - Segment focus
- SWOT
14.11 NICE Ltd.
- NICE Ltd. - Overview
- NICE Ltd. - Business segments
- NICE Ltd. - Key news
- NICE Ltd. - Key offerings
- NICE Ltd. - Segment focus
- SWOT
14.12 Oracle Corp.
- Oracle Corp. - Overview
- Oracle Corp. - Business segments
- Oracle Corp. - Key news
- Oracle Corp. - Key offerings
- Oracle Corp. - Segment focus
- SWOT
14.13 Salesforce Inc.
- Salesforce Inc. - Overview
- Salesforce Inc. - Product / Service
- Salesforce Inc. - Key news
- Salesforce Inc. - Key offerings
- SWOT
14.14 SAP SE
- SAP SE - Overview
- SAP SE - Business segments
- SAP SE - Key news
- SAP SE - Key offerings
- SAP SE - Segment focus
- SWOT
14.15 Talkdesk Inc.
- Talkdesk Inc. - Overview
- Talkdesk Inc. - Product / Service
- Talkdesk Inc. - Key offerings
- SWOT
14.16 UiPath Inc.
- UiPath Inc. - Overview
- UiPath Inc. - Product / Service
- UiPath Inc. - Key news
- UiPath Inc. - Key offerings
- SWOT
14.17 Verint Systems Inc.
- Verint Systems Inc. - Overview
- Verint Systems Inc. - Product / Service
- Verint Systems Inc. - Key offerings
- SWOT
14.18 Zendesk Inc.
- Zendesk Inc. - Overview
- Zendesk Inc. - Product / Service
- Zendesk Inc. - Key offerings
- SWOT

15 Appendix

15.1 Scope of the report
15.2 Inclusions and exclusions checklist
- Inclusions checklist
- Exclusions checklist
15.3 Currency conversion rates for US$
- Currency conversion rates for US$
15.4 Research methodology
- Research methodology
15.5 Data procurement
- Information sources
15.6 Data validation
- Data validation
15.7 Validation techniques employed for market sizing
- Validation techniques employed for market sizing
15.8 Data synthesis
- Data synthesis
15.9 360 degree market analysis
- 360 degree market analysis
15.10 List of abbreviations
- List of abbreviations