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Global Call Centre AI Market Size, Share, Growth, Forecast: By Component: Compute Platforms, Solutions, Services, Others; By Deployment: On-Premises, Cloud; By End Use: Banking, Financial Services, and Insurance, Healthcare, Retail and E-Commerce, Telecom, Others; Regional Analysis; Competitive Landscape; 2024-2032

Global Call Centre AI Market Outlook

The global call centre AI market size is predicted to expand from USD 1.83 billion in 2023 to USD 10.98 billion by 2032, at a CAGR of 22% between 2024 and 2032.

Global Call Centre AI Market

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The call centre facilities guarantee quicker and smoother execution, maximizing the importance of corporate investment. These facilities further ensure end-to-end deployment of computer-based platforms and address queries before and after deployment. Most market suppliers provide technical assistance and consulting services to handle the implementation of AI-based solutions.

Call Centre AI Market Segmentation

The call centre AI industry can be divided on the basis of segments like end-use, component, and deployment.

Global Call Centre AI Market

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The industry can be broadly categorised on the basis of its end use into:

Banking, Financial Services, and Insurance
Healthcare
Retail and E-Commerce
Telecom
Media and Entertainment
Travel and Hospitality
Others

The industry can be divided on the basis of its component as compute platforms, solutions, and services, among others.

The industry can be divided on the basis of its deployment as on-premises and cloud.

The EMR report looks into the regional markets like North America, Latin America, Europe, the Middle East and Africa, and the Asia Pacific.

Call Centre AI Market Analysis

The major market growth drivers include increasing customer engagement through social media platforms and increasing information generation through internet. During the forecast period, the service segment is expected to grow at the fastest rate, as services play a crucial part in the functioning of different AI-enabled alternatives. Further, the growth of the cloud segment can be ascribed to the cost-effectiveness and flexibility that cloud-based deployment provides. In North America, due to the presence of advanced technology and its increased adoption by the consumers, the region is expected to lead the market over the forecast period, accounting for majority of the market share. Within North America, the US is the largest market for the call centre AI industry.

Global Call Centre AI Market

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Competitive Landscape

The report presents a detailed analysis of the following key players in the global call centre AI market, looking into their capacity, competitive landscape, and latest developments like capacity expansions, plant turnarounds, and mergers and acquisitions:

IBM [IBM (NYSE)]
Google
Microsoft [MSFT (NASDAQ)]
Oracle [ORCL (NYSE)]
Talkdesk
Jio Haptik Technologies Limited
SAP SE [SAP (ETR)]
Amazon Web Services
Nuance Communications [NUAN (NASDAQ)]
Others

The EMR report gives an in-depth insight into the industry by providing a SWOT analysis as well as an analysis of Porter’s five forces.

Key Highlights of the Report

REPORT FEATURES	DETAILS
Base Year	2023
Historical Period	2018-2023
Forecast Period	2024-2032
Scope of the Report	Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment: Component Deployment End Use Region
Breakup by Component	Compute Platforms Solutions Services Others
Breakup by Deployment	On-Premises Cloud
Breakup by End Use	Banking, Financial Services, and Insurance Healthcare Retail and E-Commerce Telecom Media and Entertainment Travel and Hospitality Others
Breakup by Region	North America United States of America Canada Europe United Kingdom Germany France Italy Others Asia Pacific China Japan India ASEAN Australia Others Latin America Brazil Argentina Mexico Others Middle East and Africa Saudi Arabia United Arab Emirates Nigeria South Africa Others
Market Dynamics	SWOT Analysis Porter's Five Forces Analysis Key Indicators for Demand Key Indicators for Price
Competitive Landscape	Market Structure Company Profiles Company Overview Product Portfolio Demographic Reach and Achievements Certifications
Companies Covered	IBM Google Microsoft Oracle Talkdesk Jio Haptik Technologies Limited SAP SE Nuance Communications Amazon Web Services, Inc. Others
Report Price and Purchase Option	Explore our purchase options that are best suited to your resources and industry needs.
Delivery Format	Delivered as an attached PDF and Excel through email, with an option of receiving an editable PPT, according to the purchase option.

*At Expert Market Research, we strive to always give you current and accurate information. The numbers depicted in the description are indicative and may differ from the actual numbers in the final EMR report.

1   Preface
2   Report Coverage – Key Segmentation and Scope
3   Report Description
   3.1   Market Definition and Outlook
   3.2   Properties and Applications
   3.3   Market Analysis
   3.4   Key Players
4   Key Assumptions
5   Executive Summary
   5.1   Overview
   5.2   Key Drivers
   5.3   Key Developments
   5.4   Competitive Structure
   5.5   Key Industrial Trends
6   Snapshot
   6.1   Global
   6.2   Regional
7   Opportunities and Challenges in the Market
8   Global Call Centre AI Market Analysis
   8.1   Key Industry Highlights
   8.2   Global Call Centre AI Historical Market (2018-2023)
   8.3   Global Call Centre AI Market Forecast (2024-2032)
   8.4   Global Call Centre AI Market by Component
       8.4.1   Compute Platforms
           8.4.1.1   Historical Trend (2018-2023)
           8.4.1.2   Forecast Trend (2024-2032)
       8.4.2   Solutions
           8.4.2.1   Historical Trend (2018-2023)
           8.4.2.2   Forecast Trend (2024-2032)
       8.4.3   Services
           8.4.3.1   Historical Trend (2018-2023)
           8.4.3.2   Forecast Trend (2024-2032)
       8.4.4   Others
   8.5   Global Call Centre AI Market by Deployment
       8.5.1   On-Premises
           8.5.1.1   Historical Trend (2018-2023)
           8.5.1.2   Forecast Trend (2024-2032)
       8.5.2   Cloud
           8.5.2.1   Historical Trend (2018-2023)
           8.5.2.2   Forecast Trend (2024-2032)
   8.6   Global Call Centre AI Market by End Use
       8.6.1   Banking, Financial Services, and Insurance
           8.6.1.1   Historical Trend (2018-2023)
           8.6.1.2   Forecast Trend (2024-2032)
       8.6.2   Healthcare
           8.6.2.1   Historical Trend (2018-2023)
           8.6.2.2   Forecast Trend (2024-2032)
       8.6.3   Retail and E-Commerce
           8.6.3.1   Historical Trend (2018-2023)
           8.6.3.2   Forecast Trend (2024-2032)
       8.6.4   Telecom
           8.6.4.1   Historical Trend (2018-2023)
           8.6.4.2   Forecast Trend (2024-2032)
       8.6.5   Media and Entertainment
           8.6.5.1   Historical Trend (2018-2023)
           8.6.5.2   Forecast Trend (2024-2032)
       8.6.6   Travel and Hospitality
           8.6.6.1   Historical Trend (2018-2023)
           8.6.6.2   Forecast Trend (2024-2032)
       8.6.7   Others
   8.7   Global Call Centre AI Market by Region
       8.7.1 North America
8.7.1.1 Historical Trend (2018-2023)
8.7.1.2 Forecast Trend (2024-2032)
8.7.2 Europe
8.7.2.1 Historical Trend (2018-2023)
8.7.2.2 Forecast Trend (2024-2032)
8.7.3 Asia Pacific
8.7.3.1 Historical Trend (2018-2023)
8.7.3.2 Forecast Trend (2024-2032)
8.7.4 Latin America
8.7.4.1 Historical Trend (2018-2023)
8.7.4.2 Forecast Trend (2024-2032)
8.7.5 Middle East and Africa
8.7.5.1 Historical Trend (2018-2023)
8.7.5.2 Forecast Trend (2024-2032)
9 North America Call Centre AI Market Analysis
9.1 United States of America
9.1.1 Historical Trend (2018-2023)
9.1.2 Forecast Trend (2024-2032)
9.2 Canada
9.2.1 Historical Trend (2018-2023)
9.2.2 Forecast Trend (2024-2032)
10 Europe Call Centre AI Market Analysis
10.1 United Kingdom
10.1.1 Historical Trend (2018-2023)
10.1.2 Forecast Trend (2024-2032)
10.2 Germany
10.2.1 Historical Trend (2018-2023)
10.2.2 Forecast Trend (2024-2032)
10.3 France
10.3.1 Historical Trend (2018-2023)
10.3.2 Forecast Trend (2024-2032)
10.4 Italy
10.4.1 Historical Trend (2018-2023)
10.4.2 Forecast Trend (2024-2032)
10.5 Others
11 Asia Pacific Call Centre AI Market Analysis
11.1 China
11.1.1 Historical Trend (2018-2023)
11.1.2 Forecast Trend (2024-2032)
11.2 Japan
11.2.1 Historical Trend (2018-2023)
11.2.2 Forecast Trend (2024-2032)
11.3 India
11.3.1 Historical Trend (2018-2023)
11.3.2 Forecast Trend (2024-2032)
11.4 ASEAN
11.4.1 Historical Trend (2018-2023)
11.4.2 Forecast Trend (2024-2032)
11.5 Australia
11.5.2 Historical Trend (2018-2023)
11.5.2 Forecast Trend (2024-2032)
11.6 Others
12 Latin America Call Centre AI Market Analysis
12.1 Brazil
12.1.1 Historical Trend (2018-2023)
12.1.2 Forecast Trend (2024-2032)
12.2 Argentina
12.2.1 Historical Trend (2018-2023)
12.2.2 Forecast Trend (2024-2032)
12.3 Mexico
12.3.1 Historical Trend (2018-2023)
12.3.2 Forecast Trend (2024-2032)
12.4 Others
13 Middle East and Africa Call Centre AI Market Analysis
13.1 Saudi Arabia
13.1.1 Historical Trend (2018-2023)
13.1.2 Forecast Trend (2024-2032)
13.2 United Arab Emirates
13.2.1 Historical Trend (2018-2023)
13.2.2 Forecast Trend (2024-2032)
13.3 Nigeria
13.3.1 Historical Trend (2018-2023)
13.3.2 Forecast Trend (2024-2032)
13.4 South Africa
13.4.1 Historical Trend (2018-2023)
13.4.2 Forecast Trend (2024-2032)
13.5 Others
14 Market Dynamics
14.1 SWOT Analysis
14.1.1 Strengths
14.1.2 Weaknesses
14.1.3 Opportunities
14.1.4 Threats
14.2 Porter’s Five Forces Analysis
14.2.1 Supplier’s Power
14.2.2 Buyer’s Power
14.2.3 Threat of New Entrants
14.2.4 Degree of Rivalry
14.2.5 Threat of Substitutes
14.3 Key Indicators for Demand
14.4 Key Indicators for Price
15 Value Chain Analysis
16 Competitive Landscape
16.1 Market Structure
16.2 Company Profiles
16.2.1 IBM
16.2.1.1 Company Overview
16.2.1.2 Product Portfolio
16.2.1.3 Demographic Reach and Achievements
16.2.1.4 Certifications
16.2.2 Google
16.2.2.1 Company Overview
16.2.2.2 Product Portfolio
16.2.2.3 Demographic Reach and Achievements
16.2.2.4 Certifications
16.2.3 Microsoft
16.2.3.1 Company Overview
16.2.3.2 Product Portfolio
16.2.3.3 Demographic Reach and Achievements
16.2.3.4 Certifications
16.2.4 Oracle
16.2.4.1 Company Overview
16.2.4.2 Product Portfolio
16.2.4.3 Demographic Reach and Achievements
16.2.4.4 Certifications
16.2.5 Talkdesk
16.2.5.1 Company Overview
16.2.5.2 Product Portfolio
16.2.5.3 Demographic Reach and Achievements
16.2.5.4 Certifications
16.2.6 Jio Haptik Technologies Limited
16.2.6.1 Company Overview
16.2.6.2 Product Portfolio
16.2.6.3 Demographic Reach and Achievements
16.2.6.4 Certifications
16.2.7 SAP SE
16.2.7.1 Company Overview
16.2.7.2 Product Portfolio
16.2.7.3 Demographic Reach and Achievements
16.2.7.4 Certifications
16.2.8 Nuance Communications
16.2.8.1 Company Overview
16.2.8.2 Product Portfolio
16.2.8.3 Demographic Reach and Achievements
16.2.8.4 Certifications
16.2.9 Amazon Web Services, Inc.
16.2.9.1 Company Overview
16.2.9.2 Product Portfolio
16.2.9.3 Demographic Reach and Achievements
16.2.9.4 Certifications
16.2.10 Others
17 Key Trends and Developments in the Market

List of Key Figures and Tables

1.   Global Call Centre AI Market: Key Industry Highlights, 2018 and 2032
2.   Global Call Centre AI Historical Market: Breakup by Component (USD Million), 2018-2023
3.   Global Call Centre AI Market Forecast: Breakup by Component (USD Million), 2024-2032
4.   Global Call Centre AI Historical Market: Breakup by Deployment (USD Million), 2018-2023
5.   Global Call Centre AI Market Forecast: Breakup by Deployment (USD Million), 2024-2032
6.   Global Call Centre AI Historical Market: Breakup by End Use (USD Million), 2018-2023
7.   Global Call Centre AI Market Forecast: Breakup by End Use (USD Million), 2024-2032
8.   Global Call Centre AI Historical Market: Breakup by Region (USD Million), 2018-2023
9.   Global Call Centre AI Market Forecast: Breakup by Region (USD Million), 2024-2032
10.   North America Call Centre AI Historical Market: Breakup by Country (USD Million), 2018-2023
11.   North America Call Centre AI Market Forecast: Breakup by Country (USD Million), 2024-2032
12.   Europe Call Centre AI Historical Market: Breakup by Country (USD Million), 2018-2023
13.   Europe Call Centre AI Market Forecast: Breakup by Country (USD Million), 2024-2032
14.   Asia Pacific Call Centre AI Historical Market: Breakup by Country (USD Million), 2018-2023
15.   Asia Pacific Call Centre AI Market Forecast: Breakup by Country (USD Million), 2024-2032
16.   Latin America Call Centre AI Historical Market: Breakup by Country (USD Million), 2018-2023
17.   Latin America Call Centre AI Market Forecast: Breakup by Country (USD Million), 2024-2032
18.   Middle East and Africa Call Centre AI Historical Market: Breakup by Country (USD Million), 2018-2023
19.   Middle East and Africa Call Centre AI Market Forecast: Breakup by Country (USD Million), 2024-2032
20.   Global Call Centre AI Market Structure

Key Questions Answered in the Report

What was the global call centre AI market size in 2023?

In 2023, the global call centre AI market attained a value of nearly USD 1.83 billion.

What is the growth rate of the market?

The market is projected to grow at a CAGR of 22% between 2024 and 2032.

What is the forecast outlook of the market for 2024-2032?

The market is estimated to witness a healthy growth in the forecast period of 2024-2032 to reach about USD 10.98 billion by 2032.

What are the major market drivers?

The major drivers of the market include the presence of a large number of call centres, growing internet penetration, rapid urbanisation, adoption of AI for enhanced customer support services, and growing technological advancements.

What are the key market trends of the global call centre AI market?

The key trend guiding the growth of the call centre AI market is the deployment of AI-enabled chatbots in various end use sectors like banks and healthcare.
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What are the major regional markets of call centre AI, according to the EMR report?

The major regions in the market are North America, Latin America, the Middle East and Africa, Europe, and the Asia Pacific, with North America accounting for the largest share in the market.

What are the major end use sectors of call centre AI in the market?

Banking, financial services and insurance, healthcare, retail and e-commerce, telecom, media and entertainment, and travel and hospitality, among others, are the major call centre AI end use sectors in the market.

What are the significant components of call centre AI in the market?

The significant components of call centre AI in the market include compute platforms, solutions, and services, among others.

What are the major deployment segments of call centre AI in the market?

On-premises and cloud are the major deployment segments in the market.

Who are the key market players, according to the report?

The major players in the market are IBM, Google, Microsoft, Oracle, Talkdesk, Jio Haptik Technologies Limited, SAP SE, Amazon Web Services, and Nuance Communications, among others.

Analyst Review

The global call centre AI market attained a value of USD 1.83 billion in 2023, driven by the increased establishment of call centres and rapid technological advancements. Aided by the growing adoption of chatbots, the market is expected to witness a further growth in the forecast period of 2024-2032, growing at a CAGR of 22%. The call centre AI industry is projected to reach USD 10.98 billion by 2032.

EMR’s meticulous research methodology delves deep into the market, covering the macro and micro aspects of the industry. Based on end use, the call centre AI industry can be segmented into banking, financial services and insurance, healthcare, retail and e-commerce, telecom, media and entertainment, and travel and hospitality, among others. On the basis of components, the industry is divided into compute platforms, solutions, and services, among others. By deployment types, the industry is bifurcated into on-premises and cloud. The major regional markets for call centre AI are North America, Europe, the Asia Pacific, Latin America, and the Middle East and Africa, with North America accounting for the largest share of the market. The key players in the above market include IBM, Google, Microsoft, Oracle, Talkdesk, Jio Haptik Technologies Limited, SAP SE, Amazon Web Services, and Nuance Communications, among others.

EMR’s research methodology uses a combination of cutting-edge analytical tools and the expertise of their highly accomplished team, thus, providing their customers with market insights that are accurate, actionable, and help them remain ahead of their competition.

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