Call center AI market to grow by 18.83% Y-O-Y in 2023; Customer-centered solutions will drive growth -Technavio

NEW YORK, Jan. 23, 2023 /PRNewswire/ --
Call center AI market insights -

• Vendors: 15+, Including Alphabet Inc., Amazon.com Inc., Artificial Solutions International AB, Avaamo Inc., Avaya Holdings Corp., Conversica Inc., Creative Virtual Ltd., EdgeVerve Systems Ltd., Inbenta Holdings Inc., Jio Haptik Technologies Ltd., Kore.ai Inc., Microsoft Corp., NICE Ltd., Nuance Communications Inc., Oracle Corp., Pypestream Inc., Rulai, SAP SE, Talkdesk Inc., Zendesk Inc., among others
• Coverage: Key drivers, major trends, and challenges; customer and vendor landscape; vendor product insights and recent developments; key vendors; and market positioning of vendors
• Segments: End-user (BFSI, Retail and e-commerce, IT and telecom, Media and entertainment, and Others), Channel (phone, chat, email or text, social media, and website), and Geography (North America, APAC, Europe, South America, and Middle East and Africa)

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In 2017, the call center AI market was valued at USD 947.32 million. From a regional perspective, North America held the largest market share, valued at USD 324.46 million. The call center AI market size is estimated to grow by USD 2,722.45 million from 2022 to 2027 at a CAGR of 22.42% according to Technavio.

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Call center AI market - Customer landscape
To help companies evaluate and develop growth strategies, the report outlines –

• Key purchase criteria
• Adoption rates
• Adoption lifecycle
• Drivers of price sensitivity
• For highlights on customer landscape analysis, download a sample!

Call center AI market - Vendor insights

The growing competition in the market is compelling vendors to adopt various growth strategies such as promotional activities and spending on advertisements to improve the visibility of their services. Technavio report analyzes the market's competitive landscape and offers information on several market vendors including –

• Alphabet Inc. - The company offers call center AI solutions with free human agents to focus on more difficult and specialized calls, providing them with real-time information, workflows, and turn-by-turn guidance.
• Amazon.com Inc. - The company offers call center AI solutions that provide a unified set of ML-enabled capabilities for managing customer and agent experience.
• Artificial Solutions International AB - The company offers call center AI solutions that allow enterprises to create advanced dialogue systems that utilize memory, personal preferences, and contextual understanding to deliver a proactive natural language interface.
• Avaya Holdings Corp. - The company offers call center AI solutions with enabled virtual agents to serve customers in a natural, conversational, and engaging way to deliver immediate, personalized, and exceptional customer experiences 24/7.

Call center AI market – Market dynamics

Major drivers –

• Rising adoption of cloud-based call centers
• Necessity to improve CRM for effective revenue generation
• Increased demand for web self-service

Key challenges – 

• Integration issues between front-end and back-end knowledge bases
• Lack of information security and protection
• Chatbots replacing manual work

Drivers and Challenges have an impact on market dynamics and can impact businesses. Find some insights from a sample report!

The call center AI market report provides critical information and factual data, with a qualitative and quantitative study of the market based on market drivers and limitations as well as future prospects.

What are the key data covered in this call center AI market report?

• CAGR of the market during the forecast period
• Detailed information on factors that will drive the growth of the call center AI market between 2023 and 2027
• Precise estimation of the call center AI market size and its contribution to the market in focus on the parent market
• Accurate predictions about upcoming trends and changes in consumer behavior
• Growth of the call center AI industry across North America, APAC, Europe, South America, and Middle East and Africa
• A thorough analysis of the market's competitive landscape and detailed information about vendors
• Comprehensive analysis of factors that will challenge the growth of call center AI market vendors

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Related Reports:

The call center outsourcing market share in Europe is expected to increase by USD 3.73 billion from 2021 to 2026, and the market's growth momentum will accelerate at a CAGR of 3.53%. The increase in call center outsourcing by IT and telecom service providers is notably driving the call center outsourcing market growth in Europe, although factors such as shifting focus on developing countries as call center destinations may impede the market growth.

The call center software market share should rise by USD 11.67 billion from 2021 to 2025 at a CAGR of 16.35%. The increasing demand for the automation of contact center solutions is notably driving the call center software market growth, although factors such as increasing security threats and privacy concerns by adoption may impede the market growth. 

Table of Contents:

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 Geography
• 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 geography 2022-2027 (%)
• Exhibit 82: Data Table on Market share by geography 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 geography 
• Exhibit 125: Market opportunity by geography ($ 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

About Us
Technavio is a leading global technology research and advisory company. Their research and analysis focus on emerging market trends and provide actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions. With over 500 specialized analysts, Technavio's report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio's comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

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