USD 1.6 billion
AI in Call Center Operations Market Size, Share, and Growth Analysis
AI in Call Center Operations Market By Component (Solutions, Services), By Organization Size, By Mode of Channel, By Technology, By Functionality, By Deployment Mode, By Application, By Vertical, By Region - Industry Forecast 2025-2032
Report ID:
SQMIG45F2069 |
Region:
Global |
Published Date: December, 2024
Pages:
248
|Tables:
90
|Figures:
76
Format -
AI in Call Center Operations Market Insights
Global AI in Call Center Operations Market size was valued at USD 1.5 billion in 2023 and is poised to grow from USD 1.82 billion in 2024 to USD 8.53 billion by 2032, growing at a CAGR of 21.3% during the forecast period (2025-2032).
AI in Call Center Operations are becoming popular since Reduce operational overhead and provide a personalized customer experience.All the major companies across growth are leveraging AI to analyze customer sentiments, agent performance and key problem areas in order to create a stronger support experience.The administrative task from the operations can be removed as a I can replace repetitive task allowing agents to focus on root cause of most customer challenges.
It can help to develop top performers faster and it can also analyze hours of voice data to identify patterns in representatives, performances and health. Managers improve the onboarding process. Another important aspects which AI can add in calling center operation is AI chat bots which can help in scaling the productivity without sacrificing customer Experience. It can majorly be used by all the concentrate firms all across the globe for varied uses of raising the level and quality of analytics insights gathered from call center data.
US AI in Call Center Operations Market is poised to grow at a sustainable CAGR for the next forecast year.
Market snapshot - 2025-2032
Global Market Size
Largest Segment
On-Premise
Fastest Growth
On-Premise
Growth Rate
21.3% CAGR
Global AI In Call Center Operations Market ($ Bn)
Country Share for North America Region (%)
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AI in Call Center Operations Market Segments Analysis
Global AI in Call Center Operations Market is segmented by Component, Organization Size, Mode of Channel, Technology, Functionality, Deployment Mode, Application, Vertical and region. Based on Component, the market is segmented into Solutions and Services. Based on Organization Size, the market is segmented into Large Enterprises and SMEs. Based on Mode of Channel, the market is segmented into Phone, Social Media, Chat, Email or Text and Website. Based on Technology, the market is segmented into Machine Learning (ML), Natural Language Processing (NLP), Speech Recognition and Others. Based on Functionality, the market is segmented into Inbound Call Management, Outbound Call Management and Blended Call Handling. Based on Deployment Mode, the market is segmented into Cloud and On-Premises. Based on Application, the market is segmented into Workforce Optimization, Predictive Call Routing, Journey Orchestration, Agent Performance Management, Sentiment Analysis, Appointment Scheduling and Others. Based on Vertical, the market is segmented into BFSI, Media & Entertainment, Retail & Ecommerce, Healthcare & Life Sciences, Travel & Hospitality, IT & Telecom, Transportation & Logistics and Others. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.
AI in Call Center Operations Market Analysis by Deployment
By Deployment, the global market is divided into many segments such as On-Premise and Cloud. On-Premise segment held largest global AI in Call Center Operations market share due to the wide range of benefits provided by it AI in Call Center Operations .Enterprises and Corporation can customise and implement AI to with the help of on premise deployment, Mode AI Solutions and services.This deployment mode also helps the business all across the globe to practice efficient safety and security regarding consumer data, thus improving system security and offering more secure ecosystem to deal with consumer data.
AI in Call Center Operations Market Analysis by Vertical
By Vertical, the AI in the Call Center Operations market is classified into BFSI, Retail and E-Commerce, Telecom, Healthcare, Media and Entertainment, Travel and Hospitality, and Others. The BFSI segment is one of the main reasons for innovation and growth across all technology industries including the global market.The quality and efficiency of call center interactions would be enhanced due to AI solutions in the banking ecosystem, thus enabling banks to offer better customer services. The rapid emergence of the retail and ecommerce industry has aided the growth of Google Call Centre AI market.
Global AI In Call Center Operations Market By Deployment
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AI in Call Center Operations Market Regional Insights
Globally, North America is estimated to hold the highest global AI in Call Center Operations market share. Main factors during this growth period is the presence of top market players such as NVIDIA, Microsoft and others.
Among all, Asia Pacific is expected to grow fastest during the forecast period. The reason for the same is increasing acquisition of AI In Call Center Operations technology in bigger organizations in the region of Asia Pacific and mainly in China and Japan. Establishing Customer communication and enhancing the relation with them in Asia Pacific has doubled in the last few years. In addition, bigger organizations and startups are investing heavily in order to provide high data security services at an affordable price to the consumers, which is likely to boost the demand for AI In Risk management in the region.
Global AI In Call Center Operations Market By Region
- Largest
- Fastest
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AI in Call Center Operations Market Dynamics
AI in Call Center Operations Market Drivers
Increasing Popularity of Customer Engagement to Boost Growth of Call Center Operations market
- Today's digitized era communicating with customer through social media is one of the important aspects for any business brands or personal influencers across the platform.To enhance customer experience and engagement, they are shifting focus from providing customer support through emails or messages to AI power chatbots.It empowers agents to deliver and upscale cross selling and upselling opportunities through arming the agent with robust historic data and insights about the customers.
AI in Call Center Operations Market Restraints
High Cost to Hinder Market Growth during Forecast Year
- For various startups and new industries entering into this market, enabling specialized AI service will be highly expensive if even if they use cloud native services, processing huge amounts of data may be costly.Along with higher investments, data privacy and data protections are major concerns with AI and machine intelligence.
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AI in Call Center Operations Market Competitive Landscape
Competition in the global AI in Call Center Operations market is expected to increase during the forecast period because new players are expected to enter in the global market and the number of Solutions and softwares compatible with AI in Call Center Operations will also increase. Currently, only a few key players are providing their services in the global market but these numbers will increase in the upcoming years.
Top Players in AI in Call Center Operations Market
- Microsoft Corporation
- Genesys Cloud CX
- Five9, Inc.
- NICE Ltd.
- Cisco Systems, Inc.
- Avaya Holdings Corp.
- Amazon Web Services, Inc. (AWS)
- Google LLC (Alphabet subsidiary)
- Salesforce, Inc.
- Zendesk, Inc.
- Talkdesk, Inc.
- Twilio Inc.
- Verint Systems Inc.
- 8x8, Inc.
- RingCentral, Inc.
- Aspect Software, Inc.
- Calabrio, Inc.
- Freshworks Inc.
- TTEC Holdings, Inc.
- Enghouse Interactive Inc.
AI in Call Center Operations Market Recent Developments
- In March 2022,Contact Center AI of Google reimagines the customer experience through full end-to-end platform expansion
- In January 2023, Sprinklr announced its partnership with Google Cloud. This partnership will aid enterprises to reimagine its consumer experience management strategies. This partnership will also help Sprinklr to grow awareness among its joint customers and accelerate its go-to-market strategy.
AI in Call Center Operations Key Market Trends
- Development of cell service on any platforms or on any business is what each and every customer wants.Hey.Analysing to this trend, many contact centres across the world will embrace AI to enable self service which can decrease weight times and offer 24 X7 access to support.This trend of cell service saw the positive graph due to quick and efficient customer support.
AI in Call Center Operations Market SkyQuest Analysis
SkyQuest's ABIRAW (Advanced Business Intelligence, Research & Analysis Wing) is our Business Information Services team that Collects, Collates, Co-relates and Analyses the Data collected by means of Primary Exploratory Research backed by the robust Secondary Desk research.
According to our global AI in Call Center Operations market analysis, the global market is estimated to have significant growth during the forecast period because of the benefits it consists of such as Improving staffing shortages, looking at the new answers of human conversation,Expanding self service. AI in Call Center Operations will enable devices to be more convenient for their users. The market has so much potential for new players also because of the high expected rate of growth and demand.
| Report Metric | Details |
|---|---|
| Market size value in Call | USD 1.5 billion |
| Market size value in 2032 | USD 8.53 billion |
| Growth Rate | 21.3% |
| Base year | 2024 |
| Forecast period | 2025-2032 |
| Forecast Unit (Value) | USD Billion |
| Segments covered |
|
| Regions covered | North America (US, Canada), Europe (Germany, France, United Kingdom, Italy, Spain, Rest of Europe), Asia Pacific (China, India, Japan, Rest of Asia-Pacific), Latin America (Brazil, Rest of Latin America), Middle East & Africa (South Africa, GCC Countries, Rest of MEA) |
| Companies covered |
|
| Customization scope | Free report customization with purchase. Customization includes:-
|
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Table Of Content
Executive Summary
Market overview
- Exhibit: Executive Summary – Chart on Market Overview
- Exhibit: Executive Summary – Data Table on Market Overview
- Exhibit: Executive Summary – Chart on AI in Call Center Operations Market Characteristics
- Exhibit: Executive Summary – Chart on Market by Geography
- Exhibit: Executive Summary – Chart on Market Segmentation
- Exhibit: Executive Summary – Chart on Incremental Growth
- Exhibit: Executive Summary – Data Table on Incremental Growth
- Exhibit: Executive Summary – Chart on Vendor Market Positioning
Parent Market Analysis
Market overview
Market size
- Market Dynamics
- Exhibit: Impact analysis of DROC, 2021
- Drivers
- Opportunities
- Restraints
- Challenges
- Exhibit: Impact analysis of DROC, 2021
- SWOT Analysis
KEY MARKET INSIGHTS
- Technology Analysis
- (Exhibit: Data Table: Name of technology and details)
- Pricing Analysis
- (Exhibit: Data Table: Name of technology and pricing details)
- Supply Chain Analysis
- (Exhibit: Detailed Supply Chain Presentation)
- Value Chain Analysis
- (Exhibit: Detailed Value Chain Presentation)
- Ecosystem Of the Market
- Exhibit: Parent Market Ecosystem Market Analysis
- Exhibit: Market Characteristics of Parent Market
- IP Analysis
- (Exhibit: Data Table: Name of product/technology, patents filed, inventor/company name, acquiring firm)
- Trade Analysis
- (Exhibit: Data Table: Import and Export data details)
- Startup Analysis
- (Exhibit: Data Table: Emerging startups details)
- Raw Material Analysis
- (Exhibit: Data Table: Mapping of key raw materials)
- Innovation Matrix
- (Exhibit: Positioning Matrix: Mapping of new and existing technologies)
- Pipeline product Analysis
- (Exhibit: Data Table: Name of companies and pipeline products, regional mapping)
- Macroeconomic Indicators
COVID IMPACT
- Introduction
- Impact On Economy—scenario Assessment
- Exhibit: Data on GDP - Year-over-year growth 2016-2022 (%)
- Revised Market Size
- Exhibit: Data Table on AI in Call Center Operations Market size and forecast 2021-2027 ($ million)
- Impact Of COVID On Key Segments
- Exhibit: Data Table on Segment Market size and forecast 2021-2027 ($ million)
- COVID Strategies By Company
- Exhibit: Analysis on key strategies adopted by companies
MARKET DYNAMICS & OUTLOOK
- Market Dynamics
- Exhibit: Impact analysis of DROC, 2021
- Drivers
- Opportunities
- Restraints
- Challenges
- Exhibit: Impact analysis of DROC, 2021
- Regulatory Landscape
- Exhibit: Data Table on regulation from different region
- SWOT Analysis
- Porters Analysis
- Competitive rivalry
- Exhibit: Competitive rivalry Impact of key factors, 2021
- Threat of substitute products
- Exhibit: Threat of Substitute Products Impact of key factors, 2021
- Bargaining power of buyers
- Exhibit: buyers bargaining power Impact of key factors, 2021
- Threat of new entrants
- Exhibit: Threat of new entrants Impact of key factors, 2021
- Bargaining power of suppliers
- Exhibit: Threat of suppliers bargaining power Impact of key factors, 2021
- Competitive rivalry
- Skyquest special insights on future disruptions
- Political Impact
- Economic impact
- Social Impact
- Technical Impact
- Environmental Impact
- Legal Impact
Market Size by Region
- Chart on Market share by geography 2021-2027 (%)
- Data Table on Market share by geography 2021-2027(%)
- North America
- Chart on Market share by country 2021-2027 (%)
- Data Table on Market share by country 2021-2027(%)
- USA
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Canada
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Europe
- Chart on Market share by country 2021-2027 (%)
- Data Table on Market share by country 2021-2027(%)
- Germany
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Spain
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- France
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- UK
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Rest of Europe
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Asia Pacific
- Chart on Market share by country 2021-2027 (%)
- Data Table on Market share by country 2021-2027(%)
- China
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- India
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Japan
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- South Korea
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Rest of Asia Pacific
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Latin America
- Chart on Market share by country 2021-2027 (%)
- Data Table on Market share by country 2021-2027(%)
- Brazil
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Rest of South America
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Middle East & Africa (MEA)
- Chart on Market share by country 2021-2027 (%)
- Data Table on Market share by country 2021-2027(%)
- GCC Countries
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- South Africa
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Rest of MEA
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
KEY COMPANY PROFILES
- Competitive Landscape
- Total number of companies covered
- Exhibit: companies covered in the report, 2021
- Top companies market positioning
- Exhibit: company positioning matrix, 2021
- Top companies market Share
- Exhibit: Pie chart analysis on company market share, 2021(%)
- Total number of companies covered
Methodology
For the AI in Call Center Operations Market, our research methodology involved a mixture of primary and secondary data sources. Key steps involved in the research process are listed below:
1. Information Procurement: This stage involved the procurement of Market data or related information via primary and secondary sources. The various secondary sources used included various company websites, annual reports, trade databases, and paid databases such as Hoover's, Bloomberg Business, Factiva, and Avention. Our team did 45 primary interactions Globally which included several stakeholders such as manufacturers, customers, key opinion leaders, etc. Overall, information procurement was one of the most extensive stages in our research process.
2. Information Analysis: This step involved triangulation of data through bottom-up and top-down approaches to estimate and validate the total size and future estimate of the AI in Call Center Operations Market.
3. Report Formulation: The final step entailed the placement of data points in appropriate Market spaces in an attempt to deduce viable conclusions.
4. Validation & Publishing: Validation is the most important step in the process. Validation & re-validation via an intricately designed process helped us finalize data points to be used for final calculations. The final Market estimates and forecasts were then aligned and sent to our panel of industry experts for validation of data. Once the validation was done the report was sent to our Quality Assurance team to ensure adherence to style guides, consistency & design.
Analyst Support
Customization Options
With the given market data, our dedicated team of analysts can offer you the following customization options are available for the AI in Call Center Operations Market:
Product Analysis: Product matrix, which offers a detailed comparison of the product portfolio of companies.
Regional Analysis: Further analysis of the AI in Call Center Operations Market for additional countries.
Competitive Analysis: Detailed analysis and profiling of additional Market players & comparative analysis of competitive products.
Go to Market Strategy: Find the high-growth channels to invest your marketing efforts and increase your customer base.
Innovation Mapping: Identify racial solutions and innovation, connected to deep ecosystems of innovators, start-ups, academics, and strategic partners.
Category Intelligence: Customized intelligence that is relevant to their supply Markets will enable them to make smarter sourcing decisions and improve their category management.
Public Company Transcript Analysis: To improve the investment performance by generating new alpha and making better-informed decisions.
Social Media Listening: To analyze the conversations and trends happening not just around your brand, but around your industry as a whole, and use those insights to make better Marketing decisions.
AI in Call Center Operations Market Report Snapshots
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