出版：MarketsandMarkets（マーケッツアンドマーケッツ） 出版年月：2022年5月
コールセンターでのAI市場 : コンポーネント、チャネルのモード（電話、ソーシャルメディア、チャット）、用途（労働力の最適化と予測コールルーティング）、展開モード、垂直、地域別 – 2027年までの世界予測
Call Center AI Market with Covid-19 Impact Analysis, By Component, Mode of Channel (Phone, Social Media, & Chat), Application (Workforce Optimization & Predictive Call Routing), Deployment Mode, Vertical and Region – Global Forecast to 2027
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The global Call Center AI Market size is to grow from USD 1.6 billion in 2022 to USD 4.1 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.3% during the forecast period. The major factors driving the growth of the Call Center AI Market are the advent of AI by organizations to offer enhanced customer support services is driving the growth of the call center AI market. Additionally, growth in customer engagement through social media platforms and increased data generation through the Internet of Things (IoT), social media, and advancements in imaging technologies are also among the factors driving the call center AI market growth. However, unsupervised self-learning of chatbots is a major restraining factor for the adoption of call center AI solutions, as self-training of autonomous virtual agents through complex data and unsupervised learning algorithms is a very difficult task.
With COVID-19 spreading worldwide, global organizations with people who frequently travel internationally can leverage the use of mobile devices for important communications. Organizations can help keep those users who live abroad to handle potential risks by leveraging call center AI solutions to handle customers’ queries in real-time. The call center AI market is expected to witness a slowdown in 2020 due to the global lockdown, which is impacting global manufacturing, supply chains, and logistics. The manufacturing, transportation & logistics, and retail & consumer goods sectors have been most severely affected. The availability of essential items has also been impacted due to the lack of manpower to work on production lines, supply chains, and transportation, even though essential items are exempted from the lockdown. The situation is expected to come under control by early 2021.
The services segment is projected to grow at a higher CAGR during the forecast period. This can be attributed to the need for determining the time and cost required to install the solution that requires fully managed call center AI services. Call center AI solutions ensure the strengthening of customer relationships, resulting in increased first call resolution rate and improved customer experience.
The large enterprises segment will hold the larger market share during the forecast period
The large enterprises segment is estimated to hold a larger market share in 2022. Large enterprises focus on solutions to effectively manage complex business processes to enhance customer engagement. Hence, these organizations are using call center AI solutions to effectively manage complex operations. The SMEs segment is projected to register a higher CAGR during the forecast period due to the growing need to enhance business processes, reach new customers, stay competitive and control their spending.
The social media segment is to grow at the highest CAGR during the forecast period
The social media segment is estimated to grow at the highest CAGR during the forecast period due to the rising demand for social media used in sentiment analysis that helps understand customer perceptions about the brand. It also helps amplify customer service quickly through shares and likes. The phone mode of channel is expected to hold the largest share in 2022 due to the rising penetration of smartphones users across the globe.
The cloud segment is expected hold larger market size during the forecast period
The cloud segment is expected to hold larger market size during the forecast period. The cloud technology benefit of easy deployment and minimal capital requirement facilitates the adoption of the cloud deployment model. The increasing demand for scalable, easy-to-use, and cost-effective solutions is expected to boost the demand of cloud-based call center AI in the market. Call Center AI solutions are expected to accelerate the growth of the cloud segment in the call center AI market. Moreover, cloud-based call center AI solutions enable business operations to improve employee productivity and save OPEX. Hence, the cloud-based deployment mode is gaining traction in the coming years.
The predictive call routing segment is expected to have the highest CAGR during the forecast period
The predictive call routing segment is expected to have the highest CAGR during the forecast period. The predictive call routing application ensures the highest possibility of first contact resolution (FCR) and prevents overburdening agents by adapting to their existing call queue in the call center AI market.
The BFSI segment is expected to hold the largest market size during the forecast period
The BFSI segment is projected to hold the largest market size during the forecast period. The growth of this vertical is attributed to the increased adoption of call center AI solutions by financial institutions, which helps them flawlessly connect with customers, improve customer experience, and lowers customer churn. The growth of the segment is attributed to the rising need to protect businesses from costly regulatory litigations and reputational risks due to fraudulent activities while storing and managing customer information and serving customers.
Among regions, APAC holds the highest CAGR during the forecast period
The market in the Asia Pacific is expected to grow at the highest CAGR during the forecast period due to the increasing penetration of advanced technologies, rising GDP of countries, and high density of contact center outsourcing operations. Asia Pacific consists of emerging economies, such as China, Japan, and India, where call center AI solutions are being deployed at a large scale due to the presence of a lot of data centers and a high density of BPO operations. Moreover, the demand for cloud-based call center AI solutions by business enterprises is expected to enhance the customer experience in the region.
目次
TABLE OF CONTENTS
1 INTRODUCTION (Page No. – 43)
1.1 OBJECTIVES OF STUDY
1.2 MARKET DEFINITION
1.2.1 INCLUSIONS AND EXCLUSIONS
1.3 MARKET SCOPE
1.3.1 MARKET SEGMENTATION
1.3.2 REGIONS COVERED
1.3.3 YEARS CONSIDERED
1.4 CURRENCY CONSIDERED
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2018–2020
1.5 STAKEHOLDERS
1.6 SUMMARY OF CHANGES
2 RESEARCH METHODOLOGY (Page No. – 48)
2.1 RESEARCH DATA
FIGURE 1 CALL CENTER AI MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
TABLE 2 PRIMARY INTERVIEWS
2.1.2.1 Breakup of primary profiles
2.1.2.2 Key industry insights
2.2 MARKET BREAKUP AND DATA TRIANGULATION
FIGURE 2 DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
FIGURE 3 MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
2.3.1 TOP-DOWN APPROACH
2.3.2 BOTTOM-UP APPROACH
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 1 (SUPPLY-SIDE): REVENUE FROM SOLUTIONS/SERVICES OF CALL CENTER AI MARKET
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY- APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF MARKET
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF MARKET
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CALL CENTER AI THROUGH OVERALL CALL CENTER AI SPENDING
2.4 MARKET FORECAST
TABLE 3 FACTOR ANALYSIS
2.5 COMPANY EVALUATION MATRIX METHODOLOGY
FIGURE 8 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE
2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY
FIGURE 9 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
2.7 ASSUMPTIONS FOR STUDY
2.8 LIMITATIONS OF STUDY
2.9 IMPLICATIONS OF COVID-19 ON CALL CENTER AI MARKET
FIGURE 10 QUARTERLY IMPACT OF COVID-19 DURING 2020–2021
3 EXECUTIVE SUMMARY (Page No. – 64)
TABLE 4 GLOBAL CALL CENTER AI MARKET SIZE AND GROWTH RATE, 2016–2021 (USD MILLION, Y-O-Y %)
TABLE 5 GLOBAL MARKET SIZE AND GROWTH RATE, 2022–2027 (USD MILLION, Y-O-Y %)
FIGURE 11 MARKET SNAPSHOT, BY COMPONENT
FIGURE 12 MARKET SNAPSHOT, BY SOLUTION
FIGURE 13 MARKET SNAPSHOT, BY SERVICE
FIGURE 14 MARKET SNAPSHOT, BY PROFESSIONAL SERVICE
FIGURE 15 MARKET SNAPSHOT, BY MODE OF CHANNEL
FIGURE 16 MARKET SNAPSHOT, BY DEPLOYMENT MODE
FIGURE 17 MARKET SNAPSHOT, BY ORGANIZATION SIZE
FIGURE 18 MARKET SNAPSHOT, BY APPLICATION
FIGURE 19 MARKET SNAPSHOT, BY VERTICAL
FIGURE 20 MARKET SNAPSHOT, BY REGION
4 PREMIUM INSIGHTS (Page No. – 70)
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN CALL CENTER AI MARKET
FIGURE 21 ADVENT OF AI IN CALL CENTER OFFERING ENHANCED CUSTOMER SUPPORT SERVICES AND EXPERIENCE TO DRIVE GROWTH OF MARKET
4.2 MARKET: TOP THREE APPLICATIONS
FIGURE 22 PREDICTIVE CALL ROUTING SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
4.3 MARKET: BY REGION
FIGURE 23 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2022
4.4 MARKET IN NORTH AMERICA, BY TOP THREE APPLICATIONS AND MODE OF CHANNELS
FIGURE 24 PHONE MODE OF CHANNELS AND WORKFORCE OPTIMIZATION APPLICATION TO ACCOUNT FOR LARGEST SHARES IN CALL CENTER AI MARKET IN 2022
5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. – 73)
5.1 INTRODUCTION
5.2 MARKET DYNAMICS
FIGURE 25 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: MARKET
5.2.1 DRIVERS
5.2.1.1 Advent of AI in call center to offer enhanced customer support services and better experience
5.2.1.2 Rising development in customer engagement through social media platforms
5.2.1.3 Increased data generation
5.2.2 RESTRAINTS
5.2.2.1 Unsupervised learning
5.2.3 OPPORTUNITIES
5.2.3.1 Advancements in AI and ML to facilitate real-time actionable insights
5.2.3.2 Integration of gesture recognition with AI-based chatbots and IVAs
5.2.4 CHALLENGES
5.2.4.1 Data privacy and security concerns during pandemic
5.2.4.2 Lack of skilled workforce to articulate business operations
5.2.4.3 Preference for online chat over chatbots
5.2.4.4 Slow digitization across emerging economies
5.2.5 CUMULATIVE GROWTH ANALYSIS
5.3 INDUSTRY TRENDS
5.3.1 CALL CENTER AI MARKET: EVOLUTION
FIGURE 26 EVOLUTION OF MARKET
5.3.2 ECOSYSTEM
FIGURE 27 MARKET: ECOSYSTEM
5.3.3 SUPPLY CHAIN ANALYSIS
FIGURE 28 SUPPLY CHAIN ANALYSIS
TABLE 6 MARKET: SUPPLY CHAIN
5.3.4 MARKET: COVID-19 IMPACT
FIGURE 29 MARKET TO WITNESS MINIMAL SLOWDOWN IN GROWTH IN 2020
5.3.5 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS OF MARKET
FIGURE 30 CALL CENTER AI MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS
5.3.6 CASE STUDY ANALYSIS
5.3.6.1 Citibot used Amazon Lex to build conversational interfaces for text and voice applications
5.3.6.2 OSU University used Amazon Connect and QnABot to provide seamless experience across voice and chat for customers and agents
5.3.6.3 Oscar Health chose CXone Workforce Management Enterprise to minimize administrative burden and focus on scheduling and forecasting
5.3.6.4 PLDT turned to Oracle Digital Assistant running on Oracle Cloud Infrastructure to power its self-service chatbot
5.3.6.5 ECHO chose Oracle Digital Assistant to help improve customer experience
5.3.6.6 Firefly Health switched to Dialpad to get new information quickly
5.3.6.7 SolarZero used Dialpad to have a modern phone system that is highly reliable and does not drop calls
5.3.6.8 Standard Chartered used Avaya OneCloud to achieve personalized and consistent client service
5.3.6.9 Preferred Home Care used Avaya Cloud Office to be able to reach patients during an outage or other crisis
5.3.6.10 Vodafone selected Amazon Connect to simplify contact center operations by drawing on AI and ML
5.3.7 TECHNOLOGY ANALYSIS
5.3.7.1 ML and deep learning
5.3.7.2 Natural Language Processing
5.3.7.3 Automatic speech recognition
5.3.7.4 Cloud computing
5.3.8 PATENT ANALYSIS
5.3.8.1 Methodology
5.3.8.2 Document Type
TABLE 7 PATENTS FILED, 2018-2022
5.3.8.3 Innovation and patent applications
FIGURE 31 TOTAL NUMBER OF PATENTS GRANTED IN ONE YEAR, 2018–2022
5.3.8.4 Top applicants
FIGURE 32 TOP 10 COMPANIES WITH HIGHEST NUMBER OF PATENT APPLICATIONS, 2018–2022
5.3.9 PRICING MODEL ANALYSIS, 2021
TABLE 8 CALL CENTER AI MARKET: PRICING MODEL ANALYSIS, 2021
5.3.10 PORTER’S FIVE FORCES ANALYSIS
TABLE 9 IMPACT OF EACH FORCE ON MARKET
FIGURE 33 PORTER’S FIVE FORCES ANALYSIS
5.3.10.1 Threat of new entrants
5.3.10.2 Threat of substitutes
5.3.10.3 Bargaining power of suppliers
5.3.10.4 Bargaining power of buyers
5.3.10.5 Rivalry among existing competitors
5.3.11 SCENARIO
TABLE 10 CRITICAL FACTORS TO IMPACT GROWTH OF CALL CENTER AI MARKET
5.4 REGULATORY IMPLICATIONS
5.4.1 GENERAL DATA PROTECTION REGULATION
5.4.2 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT
5.4.3 PAYMENT CARD INDUSTRY DATA SECURITY STANDARD
5.4.4 SARBANES-OXLEY ACT OF 2002
5.4.5 SOC 2 TYPE II COMPLIANCE
5.4.6 ISO/IEC 27001
5.4.7 THE GRAMM–LEACH–BLILEY ACT
5.5 KEY STAKEHOLDERS AND BUYING CRITERIA
5.5.1 KEY STAKEHOLDERS IN BUYING PROCESS
FIGURE 34 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS (%)
TABLE 11 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS (%)
5.5.2 BUYING CRITERIA
FIGURE 35 KEY BUYING CRITERIA
TABLE 12 KEY BUYING CRITERIA FOR CALL CENTER AI
5.6 KEY CONFERENCES & EVENTS IN 2022-2023
TABLE 13 CONTACT CENTER AI MARKET: DETAILED LIST OF CONFERENCES & EVENTS
5.7 REGULATORY LANDSCAPE
5.7.1 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 14 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 15 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 16 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 17 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 18 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
6 CALL CENTER AI MARKET, BY COMPONENT (Page No. – 104)
6.1 INTRODUCTION
6.1.1 CALL CENTER AI: COVID-19 IMPACT
FIGURE 36 SERVICES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD
TABLE 19 MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 20 MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
6.2 SOLUTIONS
FIGURE 37 PLATFORM SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD
TABLE 21 MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
TABLE 22 MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
6.2.1 PLATFORM
6.2.1.1 Rising demand for AI in call centers to enhance agent performance and enable customers
TABLE 23 PLATFORM: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 24 PLATFORM: MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.2 SOFTWARE TOOLS
6.2.2.1 Call center AI software helps in deeper understanding of customers across different contexts and channel modes
TABLE 25 SOFTWARE TOOLS: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 26 SOFTWARE TOOLS: MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3 SERVICES
FIGURE 38 MANAGED SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 27 MARKET, BY SERVICE, 2016–2021 (USD MILLION)
TABLE 28 MARKET, BY SERVICE, 2022–2027 (USD MILLION)
TABLE 29 SERVICES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 30 SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3.1 PROFESSIONAL SERVICES
FIGURE 39 SYSTEM INTEGRATION & IMPLEMENTATION SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 31 PROFESSIONAL SERVICES: MARKET, BY TYPE, 2016–2021 (USD MILLION)
TABLE 32 PROFESSIONAL SERVICES: MARKET, BY TYPE, 2022–2027 (USD MILLION)
TABLE 33 PROFESSIONAL SERVICES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 34 PROFESSIONAL SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3.1.1 Training & consulting services
6.3.1.1.1 Training and consulting services help in initial phase of implementing call center AI
TABLE 35 TRAINING & CONSULTING SERVICES: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 36 TRAINING & CONSULTING SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3.1.2 Support & maintenance
6.3.1.2.1 Support & maintenance services help organizations understand changing business conditions and market trends
TABLE 37 SUPPORT & MAINTENANCE SERVICES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 38 SUPPORT & MAINTENANCE SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3.1.3 System integration & implementation services
6.3.1.3.1 System integration & deployment services facilitate integration of devices and software and their deployment
TABLE 39 SYSTEM INTEGRATION & IMPLEMENTATION SERVICES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 40 SYSTEM INTEGRATION & IMPLEMENTATION SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3.2 MANAGED SERVICES
6.3.2.1 Enterprises must ensure provision of certain services for their clients to maintain their market position
TABLE 41 MANAGED SERVICES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 42 MANAGED SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
7 CALL CENTER AI MARKET, BY ORGANIZATION SIZE (Page No. – 118)
7.1 INTRODUCTION
FIGURE 40 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD
TABLE 43 MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 44 MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
7.2 LARGE ENTERPRISES
7.2.1 FOCUS ON SOLUTIONS TO EFFECTIVELY MANAGE COMPLEX BUSINESS PROCESSES TO ENHANCE CUSTOMER ENGAGEMENT
TABLE 45 LARGE ENTERPRISES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 46 LARGE ENTERPRISES: MARKET, BY REGION, 2022–2027 (USD MILLION)
7.3 SMALL AND MEDIUM-SIZED ENTERPRISES
7.3.1 REDUCED OPERATIONAL COSTS, GOVERNMENT SUPPORT, AND ENHANCED IT INFRASTRUCTURE TO INFLUENCE ADOPTION OF CALL CENTER AI SOLUTIONS
TABLE 47 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 48 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET, BY REGION, 2022–2027 (USD MILLION)
8 CALL CENTER AI MARKET, BY MODE OF CHANNEL (Page No. – 123)
8.1 INTRODUCTION
FIGURE 41 SOCIAL MEDIA SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 49 MARKET, BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
TABLE 50 MARKET, BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
8.2 PHONE
8.2.1 PHONE TO BE MOST-USED CUSTOMER SERVICE CHANNEL TO HELP CUSTOMERS GET QUICK RESOLUTION FOR THEIR QUERIES
TABLE 51 PHONE: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 52 PHONE: MARKET, BY REGION, 2022–2027 (USD MILLION)
8.3 SOCIAL MEDIA
8.3.1 CUSTOMERS USE SOCIAL MEDIA PLATFORMS TO HIGHLIGHT POSITIVE OR NEGATIVE EXPERIENCES THEY HAVE HAD WITH BRANDS
TABLE 53 SOCIAL MEDIA: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 54 SOCIAL MEDIA: MARKET, BY REGION, 2022–2027 (USD MILLION)
8.4 CHAT
8.4.1 CHAT-BASED CALL CENTER AI SOFTWARE TOOLS TO IMPROVE RESPONSE TIME AND LOWER OPERATIONAL COSTS IN LONG RUN
TABLE 55 CHAT: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 56 CHAT: MARKET, BY REGION, 2022–2027 (USD MILLION)
8.5 EMAIL OR TEXT
8.5.1 VERSATILE WEBSITE ENGAGEMENT TOOL TO COMMUNICATE PERSONAL CORRESPONDENCE AND ONE-ON-ONE CONVERSATIONS
TABLE 57 EMAIL OR TEXT: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 58 EMAIL OR TEXT: MARKET, BY REGION, 2022–2027 (USD MILLION)
8.6 WEBSITE
8.6.1 WEBSITE CHAT TO BE MOST COST-EFFECTIVE CHANNEL TO SUPPORT MULTIPLE CUSTOMERS AT ONE TIME
TABLE 59 WEBSITE: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 60 WEBSITE: MARKET, BY REGION, 2022–2027 (USD MILLION)
9 CALL CENTER AI MARKET SIZE, BY DEPLOYMENT MODE (Page No. – 131)
9.1 INTRODUCTION
FIGURE 42 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING FORECAST PERIOD
TABLE 61 MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 62 MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
9.2 CLOUD
9.2.1 CLOUD-BASED CALL CENTER AI SOLUTIONS TO GAIN TRACTION DUE TO THEIR COST-EFFECTIVENESS AND GLOBAL AVAILABILITY
TABLE 63 CLOUD: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 64 CLOUD: MARKET, BY REGION, 2022–2027 (USD MILLION)
9.3 ON-PREMISES
9.3.1 DATA PRIVACY CONCERNS AND INCREASING IT INFRASTRUCTURE COSTS TO DRIVE GROWTH OF ON-PREMISES DEPLOYMENT MODE
TABLE 65 ON-PREMISES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 66 ON-PREMISES: MARKET, BY REGION, 2022–2027 (USD MILLION)
10 CALL CENTER AI MARKET, BY APPLICATION (Page No. – 136)
10.1 INTRODUCTION
FIGURE 43 PREDICTIVE CALL ROUTING SEGMENT TO REGISTER HIGHEST CAGR DURING THE FORECAST PERIOD
TABLE 67 MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 68 MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
10.2 WORKFORCE OPTIMIZATION
10.2.1 WORKFORCE OPTIMIZATION TO MODERNIZE CALL CENTER TECHNOLOGIES AND PLATFORMS
TABLE 69 WORKFORCE OPTIMIZATION: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 70 WORKFORCE OPTIMIZATION: MARKET, BY REGION, 2022–2027 (USD MILLION)
10.3 PREDICTIVE CALL ROUTING
10.3.1 PREDICTIVE CALL ROUTING TO USE ARTIFICIAL INTELLIGENCE-BASED CALL CENTER TECHNIQUES AND ANALYTICS
TABLE 71 PREDICTIVE CALL ROUTING: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 72 PREDICTIVE CALL ROUTING: MARKET, BY REGION, 2022–2027 (USD MILLION)
10.4 JOURNEY ORCHESTRATION
10.4.1 JOURNEY ORCHESTRATION TO PROVIDE HOLISTIC VIEW OF CUSTOMER INTERACTIONS WITH ORGANIZATION
TABLE 73 JOURNEY ORCHESTRATION: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 74 JOURNEY ORCHESTRATION: MARKET, BY REGION, 2022–2027 (USD MILLION)
10.5 AGENT PERFORMANCE MANAGEMENT
10.5.1 GROWING NEED TO MANAGE AND HANDLE AGENT PERFORMANCE TO DRIVE MARKET GROWTH
TABLE 75 AGENT PERFORMANCE MANAGEMENT: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 76 AGENT PERFORMANCE MANAGEMENT: MARKET, BY REGION, 2022–2027 (USD MILLION)
10.6 SENTIMENT ANALYSIS
10.6.1 RISING NEED TO AUTOMATE CONTACT CENTER PROCESSES AND GAIN CUSTOMER INSIGHTS TO BOOST CALL CENTER AI GROWTH
TABLE 77 SENTIMENT ANALYSIS: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 78 SENTIMENT ANALYSIS: MARKET, BY REGION, 2022–2027 (USD MILLION)
10.7 APPOINTMENT SCHEDULING
10.7.1 NEED TO AUTOMATE MULTIPLE TASKS AND ENHANCE PERSONALIZED CUSTOMER EXPERIENCE TO DRIVE MARKET GROWTH
TABLE 79 APPOINTMENT SCHEDULING: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 80 APPOINTMENT SCHEDULING: MARKET, BY REGION, 2022–2027 (USD MILLION)
10.8 OTHER APPLICATIONS
TABLE 81 OTHER APPLICATIONS: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 82 OTHER APPLICATIONS: MARKET, BY REGION, 2022–2027 (USD MILLION)
11 CALL CENTER AI MARKET, BY VERTICAL (Page No. – 146)
11.1 INTRODUCTION
FIGURE 44 HEALTHCARE & LIFE SCIENCES SEGMENT TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD
TABLE 83 MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 84 MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
11.2 BANKING, FINANCIAL SERVICES, & INSURANCE
11.2.1 CALL CENTER AI SOLUTIONS TO HELP FINANCIAL INSTITUTIONS CONNECT WITH CUSTOMERS AND IMPROVE EXPERIENCE
TABLE 85 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 86 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2022–2027 (USD MILLION)
11.3 MEDIA & ENTERTAINMENT
11.3.1 MEDIA & ENTERTAINMENT FIRMS TO DELIVER SEAMLESS, PERSONAL, AND PROFITABLE EXPERIENCE TO CUSTOMERS
TABLE 87 MEDIA & ENTERTAINMENT: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 88 MEDIA & ENTERTAINMENT: MARKET, BY REGION, 2022–2027 (USD MILLION)
11.4 RETAIL & ECOMMERCE
11.4.1 CALL CENTER AI SOLUTIONS TO PROVIDE BETTER CUSTOMER SERVICE FOR CUSTOMER LOYALTY AND RETENTION
TABLE 89 RETAIL & ECOMMERCE: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 90 RETAIL & ECOMMERCE: MARKET, BY REGION, 2022–2027 (USD MILLION)
11.5 HEALTHCARE & LIFE SCIENCES
11.5.1 HEALTHCARE CENTERS TO UTILIZE CALL CENTERS AI SOLUTIONS TO IMPROVE THEIR QUALITY OF SERVICE
TABLE 91 HEALTHCARE & LIFE SCIENCES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 92 HEALTHCARE & LIFESCIENCES: MARKET, BY REGION, 2022–2027 (USD MILLION)
11.6 TRAVEL & HOSPITALITY
11.6.1 CALL CENTER AI SOLUTIONS TO HELP CONSUMERS BY PROVIDING RELIABLE ACCESS TO MOST UP-TO-DATE INFORMATION
TABLE 93 TRAVEL & HOSPITALITY: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 94 TRAVEL & HOSPITALITY: MARKET, BY REGION, 2022–2027 (USD MILLION)
11.7 IT & TELECOM
11.7.1 ENHANCED CUSTOMER SERVICE DELIVERY USING CHATBOTS TO OFFER COMPETITIVE ADVANTAGE TO TELECOM VENDORS
TABLE 95 IT & TELECOM: MARKET, BY REGION, 2016–2021 (USD MILLION)
FALSE
11.8 TRANSPORTATION & LOGISTICS
11.8.1 CALL CENTER AI SOLUTIONS TO SUPPORT TRANSPORTATION AND LOGISTICS FIRMS TO EFFECTIVELY HANDLE COMPLEX INVENTORY AND SUPPLY CHAIN OPERATIONS
TABLE 97 TRANSPORTATION & LOGISTICS: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 98 TRANSPORTATION & LOGISTICS: MARKET, BY REGION, 2022–2027 (USD MILLION)
11.9 OTHER VERTICALS
TABLE 99 OTHER VERTICALS: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 100 OTHER VERTICALS: MARKET, BY REGION, 2022–2027 (USD MILLION)
12 CALL CENTER AI MARKET, BY REGION (Page No. – 158)
12.1 INTRODUCTION
12.1.1 COVID-19 IMPACT
FIGURE 45 INDIA TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD
FIGURE 46 ASIA PACIFIC TO WITNESS HIGHEST CAGR DURING FORECAST PERIOD
TABLE 101 MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 102 MARKET, BY REGION, 2022–2027 (USD MILLION)
12.2 NORTH AMERICA
12.2.1 NORTH AMERICA: REGULATIONS
12.2.1.1 Personal Information Protection and Electronic Documents Act (PIPEDA)
12.2.1.2 Gramm–Leach–Bliley (GLB) Act
12.2.1.3 Health Insurance Portability and Accountability Act (HIPAA) of 1996
12.2.1.4 Health Level Seven (HL7)
12.2.1.5 Occupational Safety and Health Administration (OSHA)
12.2.1.6 Federal Information Security Management Act (FISMA)
12.2.1.7 Federal Information Processing Standards (NIST)
12.2.1.8 California Consumer Privacy Act (CSPA)
FIGURE 47 NORTH AMERICA: MARKET SNAPSHOT
TABLE 103 NORTH AMERICA: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 104 NORTH AMERICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 105 NORTH AMERICA: MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
TABLE 106 NORTH AMERICA: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
TABLE 107 NORTH AMERICA: MARKET, BY SERVICE, 2016–2021 (USD MILLION)
TABLE 108 NORTH AMERICA: MARKET, BY SERVICE, 2022–2027 (USD MILLION)
TABLE 109 NORTH AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)
TABLE 110 NORTH AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)
TABLE 111 NORTH AMERICA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 112 NORTH AMERICA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 113 NORTH AMERICA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 114 NORTH AMERICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 115 NORTH AMERICA: MARKET, BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
TABLE 116 NORTH AMERICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
TABLE 117 NORTH AMERICA: MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 118 NORTH AMERICA: MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 119 NORTH AMERICA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 120 NORTH AMERICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 121 NORTH AMERICA: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 122 NORTH AMERICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
12.2.2 UNITED STATES
12.2.2.1 Reversing trend of local call center establishments to drive adoption of call center AI in US
TABLE 123 UNITED STATES: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 124 UNITED STATES: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.2.3 CANADA
12.2.3.1 Increasing acquisitions of companies in Canada by major call center AI players to drive AI market growth
TABLE 125 CANADA: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 126 CANADA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.3 EUROPE
12.3.1 EUROPE: REGULATIONS
12.3.1.1 General Data Protection Regulation (GDPR)
12.3.1.2 Payment Card Industry Data Security Standard (PCI DSS)
12.3.1.3 European Committee for Standardization (CEN)
TABLE 127 EUROPE: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 128 EUROPE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 129 EUROPE: MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
TABLE 130 EUROPE: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
TABLE 131 EUROPE: MARKET, BY SERVICE, 2016–2021 (USD MILLION)
TABLE 132 EUROPE: MARKET, BY SERVICE, 2022–2027 (USD MILLION)
TABLE 133 EUROPE: MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)
TABLE 134 EUROPE: MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)
TABLE 135 EUROPE: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 136 EUROPE: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 137 EUROPE: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 138 EUROPE: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 139 EUROPE: MARKET, BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
TABLE 140 EUROPE: MARKET, BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
TABLE 141 EUROPE: MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 142 EUROPE: MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 143 EUROPE: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 144 EUROPE: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 145 EUROPE: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 146 EUROPE: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
12.3.2 UNITED KINGDOM
12.3.2.1 Use of automated digital channels and customer self-service solutions to boost call center AI solutions adoption in UK
TABLE 147 UNITED KINGDOM: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 148 UNITED KINGDOM: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.3.3 GERMANY
12.3.3.1 High density of in-house call centers to drive adoption of conversational AI in Germany
TABLE 149 GERMANY: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 150 GERMANY: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.3.4 FRANCE
12.3.4.1 Increasing technological development in AI to drive factor adoption of call center AI solutions in France
TABLE 151 FRANCE: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 152 FRANCE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.3.5 REST OF EUROPE
TABLE 153 REST OF EUROPE: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 154 REST OF EUROPE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.4 ASIA PACIFIC
12.4.1 ASIA PACIFIC: REGULATIONS
12.4.1.1 Personal Data Protection Act (PDPA)
12.4.1.2 Act on the Protection of Personal Information (APPI)
12.4.1.3 International Organization for Standardization (ISO) 27001
FIGURE 48 ASIA PACIFIC: MARKET SNAPSHOT
TABLE 155 ASIA PACIFIC: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 156 ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 157 ASIA PACIFIC: MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
TABLE 158 ASIA PACIFIC: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
TABLE 159 ASIA PACIFIC: MARKET, BY SERVICE, 2016–2021 (USD MILLION)
TABLE 160 ASIA PACIFIC: MARKET, BY SERVICE, 2022–2027 (USD MILLION)
TABLE 161 ASIA PACIFIC: MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)
TABLE 162 ASIA PACIFIC: MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)
TABLE 163 ASIA PACIFIC: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 164 ASIA PACIFIC: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 165 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 166 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 167 ASIA PACIFIC: MARKET, BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
TABLE 168 ASIA PACIFIC: MARKET, BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
TABLE 169 ASIA PACIFIC: MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 170 ASIA PACIFIC: MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 171 ASIA PACIFIC: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 172 ASIA PACIFIC: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 173 ASIA PACIFIC: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 174 ASIA PACIFIC: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
12.4.2 INDIA
12.4.2.1 Rising smartphone usage coupled with growing innovations in chatbots or IVAs to boost contact center outsourcing businesses in India
TABLE 175 INDIA: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 176 INDIA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.4.3 JAPAN
12.4.3.1 Advancements in innovative technologies coupled with strong IT infrastructure to drive call center AI market growth in Japan
TABLE 177 JAPAN: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 178 JAPAN: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.4.4 CHINA
12.4.4.1 Technological development and rising government support to drive growth of call center AI market in China
TABLE 179 CHINA: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 180 CHINA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.4.5 THAILAND
12.4.5.1 Rising automation and need to improve customer service to drive adoption of call center AI solutions
TABLE 181 THAILAND: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 182 THAILAND: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.4.6 REST OF ASIA PACIFIC
TABLE 183 REST OF ASIA PACIFIC: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 184 REST OF ASIA PACIFIC: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.5 MIDDLE EAST & AFRICA
12.5.1 MIDDLE EAST & AFRICA: REGULATIONS
12.5.1.1 Israeli Privacy Protection Regulations (Data Security), 5777-2017
12.5.1.2 GDPR Applicability in KSA
12.5.1.3 Protection of Personal Information Act (POPIA)
TABLE 185 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 186 MIDDLE EAST & AFRICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 187 MIDDLE EAST & AFRICA: MARKET, BY SOLUTON, 2016–2021 (USD MILLION)
TABLE 188 MIDDLE EAST & AFRICA: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
TABLE 189 MIDDLE EAST & AFRICA: MARKET, BY SERVICE, 2016–2021 (USD MILLION)
TABLE 190 MIDDLE EAST & AFRICA: MARKET, BY SERVICE, 2022–2027 (USD MILLION)
TABLE 191 MIDDLE EAST & AFRICA: MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)
TABLE 192 MIDDLE EAST & AFRICA: MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)
TABLE 193 MIDDLE EAST & AFRICA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 194 MIDDLE EAST & AFRICA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 195 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 196 MIDDLE EAST & AFRICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 197 MIDDLE EAST & AFRICA: MARKET, BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
TABLE 198 MIDDLE EAST & AFRICA: MARKET, BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
TABLE 199 MIDDLE EAST & AFRICA: MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 200 MIDDLE EAST & AFRICA: MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 201 MIDDLE EAST & AFRICA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 202 MIDDLE EAST & AFRICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 203 MIDDLE EAST & AFRICA: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 204 MIDDLE EAST & AFRICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
12.5.2 KINGDOM OF SAUDI ARABIA
12.5.2.1 Adoption of technology and transformation to data-driven economy to drive call center AI solutions’ growth
TABLE 205 KINGDOM OF SAUDI ARABIA: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 206 KINGDOM OF SAUDI ARABIA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.5.3 UNITED ARAB EMIRATES
12.5.3.1 Increasing trend toward adopting AI and analytics technologies to boost market growth
TABLE 207 UNITED ARAB EMIRATES: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 208 UNITED ARAB EMIRATES: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.5.4 SOUTH AFRICA
12.5.4.1 Growing digitalization and rising government support to drive call center AI solutions growth in South African market
TABLE 209 SOUTH AFRICA: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 210 SOUTH AFRICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.5.5 REST OF MIDDLE EAST & AFRICA
TABLE 211 REST OF MIDDLE EAST & AFRICA: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 212 REST OF MIDDLE EAST & AFRICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.6 LATIN AMERICA
12.6.1 LATIN AMERICA: REGULATIONS
12.6.1.1 Brazil Data Protection Law
12.6.1.2 Argentina Personal Data Protection Law No. 25.326
12.6.1.3 Federal Law on Protection of Personal Data Held by Individuals
TABLE 213 LATIN AMERICA: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 214 LATIN AMERICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 215 LATIN AMERICA: MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
TABLE 216 LATIN AMERICA: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
TABLE 217 LATIN AMERICA: MARKET, BY SERVICE, 2016–2021 (USD MILLION)
TABLE 218 LATIN AMERICA: MARKET, BY SERVICE, 2022–2027 (USD MILLION)
TABLE 219 LATIN AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)
TABLE 220 LATIN AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)
TABLE 221 LATIN AMERICA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 222 LATIN AMERICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 223 LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 224 LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 225 LATIN AMERICA: MARKET, BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
TABLE 226 LATIN AMERICA: MARKET, BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
TABLE 227 LATIN AMERICA: MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 228 ATIN AMERICA: MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 229 LATIN AMERICA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 230 LATIN AMERICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 231 LATIN AMERICA: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 232 LATIN AMERICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
12.6.2 BRAZIL
12.6.2.1 Rising need to enhance business efficiency coupled with growing utility of analytics to drive market growth
TABLE 233 BRAZIL: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 234 BRAZIL: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.6.3 MEXICO
12.6.3.1 High density of contact center outsourcing and government’s AI initiatives to boost adoption of chatbots and IVAs
TABLE 235 MEXICO: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 236 MEXICO: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
12.6.4 REST OF LATIN AMERICA
TABLE 237 REST OF LATIN AMERICA: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 238 REST OF LATIN AMERICA: CALL CENTER AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
13 COMPETITIVE LANDSCAPE (Page No. – 214)
13.1 OVERVIEW
13.2 KEY PLAYER STRATEGIES
13.3 REVENUE ANALYSIS
FIGURE 49 REVENUE ANALYSIS FOR KEY COMPANIES IN PAST FIVE YEARS
13.4 MARKET SHARE ANALYSIS
FIGURE 50 MARKET SHARE ANALYSIS FOR KEY COMPANIES
TABLE 239 CALL CENTER AI MARKET: DEGREE OF COMPETITION
13.5 COMPANY EVALUATION QUADRANT
13.5.1 STARS
13.5.2 EMERGING LEADERS
13.5.3 PERVASIVE
13.5.4 PARTICIPANT
FIGURE 51 KEY MARKETPLAYERS, COMPANY EVALUATION QUADRANT, 2021
13.6 COMPETITIVE BENCHMARKING
13.6.1 COMPANY PRODUCT FOOTPRINT
FIGURE 52 PRODUCT PORTFOLIO ANALYSIS OF TOP PLAYERS IN MARKET
FIGURE 53 BUSINESS STRATEGY EXCELLENCE OF TOP PLAYERS IN CALL CENTER AI MARKET
TABLE 240 COMPANY COMPONENT FOOTPRINT
TABLE 241 COMPANY REGION FOOTPRINT
TABLE 242 MARKET: COMPETITIVE BENCHMARKING OF KEY PLAYERS
13.7 STARTUP/SME EVALUATION QUADRANT
13.7.1 PROGRESSIVE COMPANIES
13.7.2 RESPONSIVE COMPANIES
13.7.3 DYNAMIC COMPANIES
13.7.4 STARTING BLOCKS
FIGURE 54 STARTUP/SME CALL CENTER AI MARKET EVALUATION QUADRANT, 2021
13.8 STARTUP/SME COMPETITIVE BENCHMARKING
13.8.1 COMPANY PRODUCT FOOTPRINT
FIGURE 55 PRODUCT PORTFOLIO ANALYSIS OF STARTUP/SMES IN MARKET
FIGURE 56 BUSINESS STRATEGY EXCELLENCE OF STARTUP/SMES IN MARKET
TABLE 243 STARTUP/SME COMPANY COMPONENT FOOTPRINT
TABLE 244 STARTUP/SME COMPANY REGION FOOTPRINT
TABLE 245 MARKET: DETAILED LIST OF KEY STARTUPS/SMES
TABLE 246 CALL CENTER AI: COMPETITIVE BENCHMARKING OF KEY STARTUP/SMES
13.9 COMPETITIVE SCENARIO AND TRENDS
13.9.1 PRODUCT LAUNCHES
TABLE 247 MARKET: PRODUCT LAUNCHES, 2022–2020
13.9.2 DEALS
TABLE 248 CALL CENTER AI MARKET: DEALS, 2021–2022
14 COMPANY PROFILES (Page No. – 231)
14.1 INTRODUCTION
14.2 KEY PLAYERS
(Business and financial overview, Products/Solutions/Services Offered, Recent developments, COVID-19 development, MNM view, Key strengths/right to win, Strategic choices made, and Weaknesses and competitive threats)*
14.2.1 IBM
TABLE 249 IBM: BUSINESS AND FINANCIAL OVERVIEW
FIGURE 57 IBM: COMPANY SNAPSHOT
TABLE 250 IBM: SOLUTIONS OFFERED
TABLE 251 IBM: SERVICES OFFERED
TABLE 252 IBM: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 253 IBM: DEALS
14.2.2 MICROSOFT
TABLE 254 MICROSOFT: BUSINESS OVERVIEW
FIGURE 58 MICROSOFT: COMPANY SNAPSHOT
TABLE 255 MICROSOFT: SOLUTIONS OFFERED
TABLE 256 MICROSOFT: SERVICES OFFERED
TABLE 257 MICROSOFT: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 258 MICROSOFT: DEALS
14.2.3 ORACLE
TABLE 259 ORACLE: BUSINESS OVERVIEW
FIGURE 59 ORACLE: COMPANY SNAPSHOT
TABLE 260 ORACLE: SOLUTIONS OFFERED
TABLE 261 ORACLE: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 262 ORACLE: DEALS
14.2.4 AWS
TABLE 263 AWS: BUSINESS OVERVIEW
FIGURE 60 AWS: COMPANY SNAPSHOT
TABLE 264 AWS: SOLUTIONS OFFERED
TABLE 265 AWS: SERVICES OFFERED
TABLE 266 AWS: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 267 AWS: DEALS AND OTHERS
14.2.5 GOOGLE
TABLE 268 GOOGLE: BUSINESS OVERVIEW
FIGURE 61 GOOGLE: COMPANY SNAPSHOT
TABLE 269 GOOGLE: SOLUTIONS OFFERED
TABLE 270 GOOGLE: SERVICES OFFERED
TABLE 271 GOOGLE: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 272 GOOGLE: DEALS
14.2.6 SAP
TABLE 273 SAP: BUSINESS OVERVIEW
FIGURE 62 SAP: COMPANY SNAPSHOT
TABLE 274 SAP: SOLUTIONS OFFERED
TABLE 275 SAP: SERVICES OFFERED
TABLE 276 SAP: DEALS
14.2.7 AVAYA
TABLE 277 AVAYA: BUSINESS OVERVIEW
FIGURE 63 AVAYA: COMPANY SNAPSHOT
TABLE 278 AVAYA: SOLUTIONS OFFERED
TABLE 279 AVAYA: SERVICES OFFERED
TABLE 280 AVAYA: SOLUTION LAUNCHES AND ENHANCEMENTS
TABLE 281 AVAYA: DEALS AND OTHERS
14.2.8 NICE
TABLE 282 NICE: BUSINESS OVERVIEW
FIGURE 64 NICE: COMPANY SNAPSHOT
TABLE 283 NICE: SOLUTIONS OFFERED
TABLE 284 NICE: SERVICES OFFERED
TABLE 285 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 286 NICE: DEALS
14.2.9 NUANCE COMMUNICATIONS
TABLE 287 NUANCE COMMUNICATIONS: BUSINESS OVERVIEW
FIGURE 65 NUANCE COMMUNICATIONS: COMPANY SNAPSHOT
TABLE 288 NUANCE COMMUNICATIONS: SOLUTIONS OFFERED
TABLE 289 NUANCE COMMUNICATIONS: SERVICES OFFERED
TABLE 290 NUANCE COMMUNICATIONS: SOLUTION LAUNCHES AND ENHANCEMENTS
TABLE 291 NUANCE COMMUNICATIONS: DEALS
14.2.10 GENESYS
TABLE 292 GENESYS: BUSINESS OVERVIEW
TABLE 293 GENESYS: SOLUTIONS OFFERED
TABLE 294 GENESYS: SERVICES OFFERED
TABLE 295 GENESYS: SOLUTION LAUNCHES AND ENHANCEMENTS
TABLE 296 GENESYS: DEALS
14.2.11 8X8
TABLE 297 8X8: BUSINESS OVERVIEW
FIGURE 66 8X8: COMPANY SNAPSHOT
TABLE 298 8X8: SOLUTIONS OFFERED
TABLE 299 8X8: SOLUTION LAUNCHES AND ENHANCEMENTS
TABLE 300 8X8: DEALS
14.2.12 ARTIFICIAL SOLUTIONS
TABLE 301 ARTIFICIAL SOLUTIONS: BUSINESS OVERVIEW
FIGURE 67 ARTIFICIAL SOLUTIONS: COMPANY SNAPSHOT
TABLE 302 ARTIFICIAL SOLUTIONS: SOLUTIONS OFFERED
TABLE 303 ARTIFICIAL SOLUTIONS: SERVICES OFFERED
TABLE 304 ARTIFICIAL SOLUTIONS: SOLUTION LAUNCHES AND ENHANCEMENTS
TABLE 305 ARTIFICIAL SOLUTIONS: DEALS
14.3 OTHER PLAYERS
14.3.1 RINGCENTRAL
14.3.2 TALKDESK
14.3.3 DIALPAD
14.3.4 TWILIO
14.3.5 ZENDESK
14.3.6 FIVE9
14.3.7 KORE.AI
14.3.8 INBENTA
14.3.9 CREATIVE VIRTUAL
14.4 STARTUPS/SMES
14.4.1 HAPTIK
14.4.2 RULAI
14.4.3 PYPESTREAM
14.4.4 AVAAMO
14.4.5 SENSEFORTH.AI
14.4.6 OBSERVE.AI
14.4.7 YELLOW.AI
14.4.8 ULTIMATE.AI
14.4.9 COGNIGY
*Details on Business and financial overview, Products/Solutions/Services Offered, Recent developments, COVID-19 development, MNM view, Key strengths/right to win, Strategic choices made, and Weaknesses and competitive threats might not be captured in case of unlisted companies
15 ADJACENT AND RELATED MARKETS (Page No. – 283)
15.1 INTRODUCTION
15.2 CONVERSATIONAL AI MARKET – GLOBAL FORECAST TO 2026
15.2.1 MARKET DEFINITION
15.2.2 MARKET OVERVIEW
15.2.2.1 Conversational AI market, by component
TABLE 306 CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 307 CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
15.2.2.2 Conversational AI market, by type
TABLE 308 CONVERSATIONAL AI MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
TABLE 309 CONVERSATIONAL AI MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION)
15.2.2.3 Conversational AI market, by deployment mode
TABLE 310 CONVERSATIONAL AI MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
TABLE 311 CONVERSATIONAL AI MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
15.2.2.4 Conversational AI market, by organization size
TABLE 312 CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 313 CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
15.2.2.5 Conversational AI market, by mode of integration
TABLE 314 CONVERSATIONAL AI MARKET SIZE, BY MODE OF INTEGRATION, 2016–2020 (USD MILLION)
TABLE 315 CONVERSATIONAL AI MARKET SIZE, BY MODE OF INTEGRATION, 2021–2026 (USD MILLION)
15.2.2.6 Conversational AI market, by business function
TABLE 316 CONVERSATIONAL AI MARKET SIZE, BY BUSINESS FUNCTION, 2016–2020 (USD MILLION)
TABLE 317 CONVERSATIONAL AI MARKET SIZE, BY BUSINESS FUNCTION, 2021–2026 (USD MILLION)
15.2.2.7 Conversational AI market, by vertical
TABLE 318 CONVERSATIONAL AI MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
TABLE 319 CONVERSATIONAL AI MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
15.2.2.8 Conversational AI market, by region
TABLE 320 CONVERSATIONAL AI MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 321 CONVERSATIONAL AI MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
15.3 CHATBOT MARKET – GLOBAL FORECAST TO 2026
15.3.1 MARKET DEFINITION
15.3.2 MARKET OVERVIEW
15.3.2.1 Chatbot market, by component
TABLE 322 CHATBOT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
TABLE 323 CHATBOT MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
15.3.2.2 Chatbot market, by type
TABLE 324 CHATBOT MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
TABLE 325 CHATBOT MARKET SIZE, BY TYPE, 2020–2026 (USD MILLION)
15.3.2.3 Chatbot market, by deployment mode
TABLE 326 CHATBOT MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
TABLE 327 CHATBOT MARKET SIZE, BY DEPLOYMENT MODE, 2020–2026 (USD MILLION)
15.3.2.4 Chatbot market, by channel integration
TABLE 328 CHATBOT MARKET SIZE, BY CHANNEL INTEGRATION, 2015–2019 (USD MILLION)
TABLE 329 CHATBOT MARKET SIZE, BY CHANNEL INTEGRATION, 2020–2026 (USD MILLION)
15.3.2.5 Chatbot market, by business function
TABLE 330 CHATBOT MARKET SIZE, BY BUSINESS FUNCTION, 2015–2019 (USD MILLION)
TABLE 331 CHATBOT MARKET SIZE, BY BUSINESS FUNCTION, 2020–2026 (USD MILLION)
15.3.2.6 Chatbot market, by application
TABLE 332 CHATBOT MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION)
TABLE 333 CHATBOT MARKET SIZE, BY APPLICATION, 2020–2026 (USD MILLION)
15.3.2.7 Chatbot market, by vertical
TABLE 334 CHATBOT MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
TABLE 335 CHATBOT MARKET SIZE, BY VERTICAL, 2020–2026 (USD MILLION)
15.3.2.8 Chatbot market, by region
TABLE 336 CHATBOT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 337 CHATBOT MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
16 APPENDIX (Page No. – 297)
16.1 INDUSTRY EXPERTS
16.2 DISCUSSION GUIDE
16.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
16.4 AVAILABLE CUSTOMIZATIONS
16.5 RELATED REPORTS
16.6 AUTHOR DETAILS