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, Healthcare, Retail & E-Commerce, Telecom, Media & Entertainment, Travel & Hospitality, Others; By Region: North America, Europe, Asia Pacific, Latin America, Middle East & Africa; Historical Production and Consumption (2015-2019); Production and Consumption Forecast (2020-2025); SWOT Analysis; Porter’s Five Forces Analysis; Competitive Landscape & Supplier Analysis; Events and Developments

Global Call Centre AI Market Key Insights:

Market Outlook

The global call centre AI market size is predicted to expand from USD 967.98 million in 2019 to USD 3535.88 million by 2025, at a CAGR of 24.1% between 2020 and 2025. 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.

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Properties and Applications

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

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.

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)]
• Google
• Microsoft [MSFT (NASDAQ)]
• Oracle [ORCL (NYSE)]
• Talkdesk
• Haptik
• 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 Questions Answered in the Report:

• How has the global call centre AI industry performed in the previous years (2015-2019)?
• What is the forecast assessment of the industry for 2020-2025?
• What are the major drivers for the historical (2015-2019) and forecast (2020-2025) periods?
• What are the major constraints for the historical (2015-2019) and forecast (2020-2025) periods?
• What are the major demand indicators of the global market?
• What is the degree of competition in the global market?
• Who are the major manufacturers of call centre AI in the industry, globally?
• What are the major events and developments taking place within the industry, globally?

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