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Global Call Centre AI Market: By Component: Compute Platforms, Solutions, Services, Others; By Deployment: On-Premises, Cloud; By End Use: Banking, Financial Services, and Insurance, Others; Regional Analysis; Historical Market and Forecast (2017-2027); Market Dynamics; Competitive Landscape; Industry Events and Developments
Global Call Centre AI Market Outlook
The global call centre AI market size is predicted to expand from USD 967.98 million in 2020 to USD 3535.88 million by 2026, at a CAGR of 24.1% between 2021 and 2026.
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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.
Market Segmentation
The call centre AI industry can be divided on the basis of segments like end-use, component, and deployment.
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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.
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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.
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)]
- 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.
| REPORT FEATURES | DETAILS |
|---|---|
| Base Year | 2020 |
| Historical Period | 2017-2021 |
| Forecast Period | 2022-2027 |
| 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 & E-Commerce, Telecom, Media & Entertainment, Travel & Hospitality, Others |
| Breakup by Region | North America, Europe, Asia Pacific, Latin America, Middle East and Africa |
| Market Dynamics | SWOT, Porter's Five Forces, Key Indicators for Price and Demand |
| Competitive Landscape | Market Structure, Company Profiles- Company Overview, Product Portfolio, Demographic Reach and Achievements, Certifications |
| Companies Covered | 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 |
| 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. |
*We at Expert Market Research always thrive to give you the latest information. The numbers in the article are only indicative and may be different from the actual 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 Industry Opportunities and Challenges
8 Global Call Centre AI Market Analysis
8.1 Key Industry Highlights
8.2 Global Call Centre AI Historical Market (2017-2021)
8.3 Global Call Centre AI Market Forecast (2022-2027)
8.4 Global Call Centre AI Market by Component
8.4.1 Compute Platforms
8.4.1.1 Market Share
8.4.1.2 Historical Trend (2017-2021)
8.4.1.3 Forecast Trend (2022-2027)
8.4.2 Solutions
8.4.2.1 Market Share
8.4.2.2 Historical Trend (2017-2021)
8.4.2.3 Forecast Trend (2022-2027)
8.4.3 Services
8.4.3.1 Market Share
8.4.3.2 Historical Trend (2017-2021)
8.4.3.3 Forecast Trend (2022-2027)
8.4.4 Others
8.5 Global Call Centre AI Market by Deployment
8.5.1 On-Premises
8.5.1.1 Market Share
8.5.1.2 Historical Trend (2017-2021)
8.5.1.3 Forecast Trend (2022-2027)
8.5.2 Cloud
8.5.2.1 Market Share
8.5.2.2 Historical Trend (2017-2021)
8.5.2.3 Forecast Trend (2022-2027)
8.6 Global Call Centre AI Market by End Use
8.6.1 Banking, Financial Services, and Insurance
8.6.1.1 Market Share
8.6.1.2 Historical Trend (2017-2021)
8.6.1.3 Forecast Trend (2022-2027)
8.6.2 Healthcare
8.6.2.1 Market Share
8.6.2.2 Historical Trend (2017-2021)
8.6.2.3 Forecast Trend (2022-2027)
8.6.3 Retail and E-Commerce
8.6.3.1 Market Share
8.6.3.2 Historical Trend (2017-2021)
8.6.3.3 Forecast Trend (2022-2027)
8.6.4 Telecom
8.6.4.1 Market Share
8.6.4.2 Historical Trend (2017-2021)
8.6.4.3 Forecast Trend (2022-2027)
8.6.5 Media and Entertainment
8.6.5.1 Market Share
8.6.5.2 Historical Trend (2017-2021)
8.6.5.3 Forecast Trend (2022-2027)
8.6.6 Travel and Hospitality
8.6.6.1 Market Share
8.6.6.2 Historical Trend (2017-2021)
8.6.6.3 Forecast Trend (2022-2027)
8.6.7 Others
8.7 Global Call Centre AI Market by Region
8.7.1 Market Share
8.7.1.1 North America
8.7.1.2 Europe
8.7.1.3 Asia Pacific
8.7.1.4 Latin America
8.7.1.5 Middle East and Africa
9 Regional Analysis
9.1 North America
9.1.1 Historical Trend (2017-2021)
9.1.2 Forecast Trend (2022-2027)
9.1.3 Breakup by Country
9.1.3.1 United States of America
9.1.3.2 Canada
9.2 Europe
9.2.1 Historical Trend (2017-2021)
9.2.2 Forecast Trend (2022-2027)
9.2.3 Breakup by Country
9.2.3.1 United Kingdom
9.2.3.2 Germany
9.2.3.3 France
9.2.3.4 Italy
9.2.3.5 Others
9.3 Asia Pacific
9.3.1 Historical Trend (2017-2021)
9.3.2 Forecast Trend (2022-2027)
9.3.3 Breakup by Country
9.3.3.1 China
9.3.3.2 Japan
9.3.3.3 India
9.3.3.4 ASEAN
9.3.3.5 Australia
9.3.3.6 Others
9.4 Latin America
9.4.1 Historical Trend (2017-2021)
9.4.2 Forecast Trend (2022-2027)
9.4.3 Breakup by Country
9.4.3.1 Brazil
9.4.3.2 Argentina
9.4.3.3 Mexico
9.4.3.4 Others
9.5 Middle East and Africa
9.5.1 Historical Trend (2017-2021)
9.5.2 Forecast Trend (2022-2027)
9.5.3 Breakup by Country
9.5.3.1 Saudi Arabia
9.5.3.2 United Arab Emirates
9.5.3.3 Nigeria
9.5.3.4 South Africa
9.5.3.5 Others
10 Market Dynamics
10.1 SWOT Analysis
10.1.1 Strengths
10.1.2 Weaknesses
10.1.3 Opportunities
10.1.4 Threats
10.2 Porter’s Five Forces Analysis
10.2.1 Supplier’s Power
10.2.2 Buyer’s Power
10.2.3 Threat of New Entrants
10.2.4 Degree of Rivalry
10.2.5 Threat of Substitutes
10.3 Key Indicators for Demand
10.4 Key Indicators for Price
11 Value Chain Analysis
12 Competitive Landscape
12.1 Market Structure
12.2 Company Profiles
12.2.1 IBM
12.2.1.1 Company Overview
12.2.1.2 Product Portfolio
12.2.1.3 Demographic Reach and Achievements
12.2.1.4 Certifications
12.2.2 Google
12.2.2.1 Company Overview
12.2.2.2 Product Portfolio
12.2.2.3 Demographic Reach and Achievements
12.2.2.4 Certifications
12.2.3 Microsoft
12.2.3.1 Company Overview
12.2.3.2 Product Portfolio
12.2.3.3 Demographic Reach and Achievements
12.2.3.4 Certifications
12.2.4 Oracle
12.2.4.1 Company Overview
12.2.4.2 Product Portfolio
12.2.4.3 Demographic Reach and Achievements
12.2.4.4 Certifications
12.2.5 Talkdesk
12.2.5.1 Company Overview
12.2.5.2 Product Portfolio
12.2.5.3 Demographic Reach and Achievements
12.2.5.4 Certifications
12.2.6 Jio Haptik Technologies Limited
12.2.6.1 Company Overview
12.2.6.2 Product Portfolio
12.2.6.3 Demographic Reach and Achievements
12.2.6.4 Certifications
12.2.7 SAP SE
12.2.7.1 Company Overview
12.2.7.2 Product Portfolio
12.2.7.3 Demographic Reach and Achievements
12.2.7.4 Certifications
12.2.8 Nuance Communications
12.2.8.1 Company Overview
12.2.8.2 Product Portfolio
12.2.8.3 Demographic Reach and Achievements
12.2.8.4 Certifications
12.2.9 Amazon Web Services, Inc.
12.2.9.1 Company Overview
12.2.9.2 Product Portfolio
12.2.9.3 Demographic Reach and Achievements
12.2.9.4 Certifications
12.2.10 Others
13 Industry Events and Developments
List of Key Figures and Tables
1. Global Call Centre AI Market: Key Industry Highlights, 2017 and 2027
2. Global Call Centre AI Historical Market: Breakup by Component (USD Million), 2017-2021
3. Global Call Centre AI Market Forecast: Breakup by Component (USD Million), 2022-2027
4. Global Call Centre AI Historical Market: Breakup by Deployment (USD Million), 2017-2021
5. Global Call Centre AI Market Forecast: Breakup by Deployment (USD Million), 2022-2027
6. Global Call Centre AI Historical Market: Breakup by End Use (USD Million), 2017-2021
7. Global Call Centre AI Market Forecast: Breakup by End Use (USD Million), 2022-2027
8. Global Call Centre AI Historical Market: Breakup by Region (USD Million), 2017-2021
9. Global Call Centre AI Market Forecast: Breakup by Region (USD Million), 2022-2027
10. North America Call Centre AI Historical Market: Breakup by Country (USD Million), 2017-2021
11. North America Call Centre AI Market Forecast: Breakup by Country (USD Million), 2022-2027
12. Europe Call Centre AI Historical Market: Breakup by Country (USD Million), 2017-2021
13. Europe Call Centre AI Market Forecast: Breakup by Country (USD Million), 2022-2027
14. Asia Pacific Call Centre AI Historical Market: Breakup by Country (USD Million), 2017-2021
15. Asia Pacific Call Centre AI Market Forecast: Breakup by Country (USD Million), 2022-2027
16. Latin America Call Centre AI Historical Market: Breakup by Country (USD Million), 2017-2021
17. Latin America Call Centre AI Market Forecast: Breakup by Country (USD Million), 2022-2027
18. Middle East and Africa Call Centre AI Historical Market: Breakup by Country (USD Million), 2017-2021
19. Middle East and Africa Call Centre AI Market Forecast: Breakup by Country (USD Million), 2022-2027
20. Global Call Centre AI Market Structure
Key Questions Answered in the Report
In 2020, the global call centre AI market attained a value of nearly USD 967.98 million.
The market is projected to grow at a CAGR of 24.1% between 2021 and 2026.
The market is estimated to witness a healthy growth in the forecast period of 2022-2027 to reach about USD 3535.88 million by 2026.
The major drivers of the industry, such as the presence of large number of call centres, growing internet penetration, rapid urbanisation, adoption of AI for enhanced customer support services, and the growing technological advancements, are expected to aid the market growth.
The key market trend guiding the growth of the call centre AI industry is the deployment of AI-enabled chatbots in various end use sectors like banks and healthcare.
The major regions in the industry 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.
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 industry.
The significant components of call centre AI in the market include compute platforms, solutions, and services, among others.
On-premises and cloud are the major deployment segments in the industry.
The major players in the industry 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 967.98 million in 2020, 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 2022-2027, growing at a CAGR of 24.1%. The call centre AI industry is projected to reach USD 3535.88 million by 2026.
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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