Call Center AI Market Introduction and Overview
According to SPER Market Research, the Global Call Center AI Market is estimated to reach USD 17.24 billion by 2034 with a CAGR of 24.04%.
The report includes an in-depth analysis of the Global Call Center AI Market, including market size and trends, product mix, Applications, and supplier analysis. The global market for call center AI is propelled by the growing need for improved customer experience, greater use of automation to cut operational expenses, and progress in AI technologies such as machine learning and natural language processing. AI facilitates effective query resolution, tailored customer interactions, and 24/7 assistance. Nonetheless, obstacles encompass elevated costs for implementation, worries regarding data privacy, and the restricted ability of legacy systems to incorporate AI. These elements result in a dynamic market environment with considerable growth potential, even in the face of operational and technical challenges.
By Component Insights: It is anticipated that the services segment will experience the highest growth rate throughout the forecast period. AI solutions examine extensive customer data to generate actionable insights, forecast customer needs, and deliver proactive assistance. This enables call centers to foresee problems prior to their emergence and improve the effectiveness of problem-solving. By guaranteeing that customer interactions are logged, monitored, and secure, AI solutions assist call centers in adhering to strict regulations like the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA). AI helps identify fraud or security violations as they occur, which increases confidence in the system.
By Application Insights: In 2024, the segment of predictive call routing made up the biggest share of market revenue. The expansion of the segment within the call center AI industry is mainly fueled by a range of elements, including improvements to customer experience, greater operational efficiency, and developments in artificial intelligence and machine learning. Using real-time data analytics, predictive call routing evaluates factors like customer history, interaction patterns, and agent performance. AI models are in a state of continuous updating, which enhances the precision of call routing as it adapts to evolving customer behaviour and preferences.
By End Use Insights: In 2024, the BFSI segment represented the largest share of market revenue.
By implementing AI solutions in the banking ecosystem, the quality and efficiency of call center interactions are enhanced, allowing banks to provide improved customer services. Banking institutions are being encouraged to implement AI voice assistants and chatbots due to the capability of mobile banking applications to reach call center agents based on customer requirements. This assists them in prioritizing customer inquiries, thereby lessening the burden on call center agents and enabling them to concentrate on more important customer inquiries.
Market Competitive Landscape:
Some of the key market players are 8x8 Inc., Amazon Web Services Inc. (AWS), Artificial Solutions, Avaya LLC, Cognigy, Dialpad, Google LLC, IBM Corporation, Microsoft Corporation, and NICE Systems Ltd.
Recent Developments:
- In March 2022, Avaya established a strategic partnership with Alcatel-Lucent to extend the availability of Avaya’s OneCloud CCaaS composable solutions to Alcatel-Lucent’s global customer base, and to provide Alcatel-Lucent’s digital networking solutions worldwide to Avaya customers.
- In January 2022, Sprinklr and Google Cloud teamed up to assist enterprises in rethinking their strategies for managing customer experience. Sprinklr teamed up with Google Cloud to fast-track its market-entry strategy and enhance awareness among shared customers. Sprinklr will collaborate closely with the global salesforce, leveraging deep relationships with enterprises that have opted to build on Google Cloud.
- In September 2021, NICE partnered with Google Cloud to meet the increasing need for customer self-service systems that are more effective and automated, while also integrating with traditional contact centers. NICE is incorporating its AI-driven, cloud-based CXone customer experience platform.
Scope of the Report:
| Report Metric | Details |
| Market size available for years | 2021-2034 |
| Base year considered | 2024 |
| Forecast period | 2025-2034 |
| Segments covered | By Component, By Application, By End Use. |
| Regions covered | North America, Latin America, Asia-Pacific, Europe, and Middle East & Africa. |
| Companies Covered | 8x8 Inc., Amazon Web Services Inc. (AWS), Artificial Solutions, Avaya LLC, Cognigy, Dialpad, Google LLC, IBM Corporation, Microsoft Corporation, and NICE Systems Ltd. |
Key Topics Covered in the Report:
- Global Call Center AI Market Size (FY’2021-FY’2034)
- Overview of Global Call Center AI Market
- Segmentation of Global Call Center AI Market By Component (Solution, Services)
- Segmentation of Global Call Center AI Market By Application (Predictive Call, Routing, Journey Orchestration, Quality Management, Sentiment Analysis, Workforce Management & Advanced Scheduling and Others)
- Segmentation of Global Call Center AI Market By End Use (BFSI, IT & Telecommunication, Healthcare, Retail & E-commerce, Energy & Utilities, Travels & Hospitality, Others)
- Statistical Snap of Global Call Center AI Market
- Expansion Analysis of Global Call Center AI Market
- Problems and Obstacles in Global Call Center AI Market
- Competitive Landscape in the Global Call Center AI Market
- Details on Current Investment in Global Call Center AI Market
- Competitive Analysis of Global Call Center AI Market
- Prominent Players in the Global Call Center AI Market
- SWOT Analysis of Global Call Center AI Market
- Global Call Center AI Market Future Outlook and Projections (FY’2025-FY’2034)
- Recommendations from Analyst
1. Introduction
1.1. Scope of the report
1.2. Market segment analysis
2. Research Methodology
2.1. Research data source
2.1.1. Secondary Data
2.1.2. Primary Data
2.1.3. SPERs internal database
2.1.4. Premium insight from KOLs
2.2. Market size estimation
2.2.1. Top-down and Bottom-up approach
2.3. Data triangulation
3. Executive Summary
4. Market Dynamics
4.1. Driver, Restraint, Opportunity and Challenges analysis
4.1.1. Drivers
4.1.2. Restraints
4.1.3. Opportunities
4.1.4. Challenges
5. Market variable and outlook
5.1. SWOT Analysis
5.1.1. Strengths
5.1.2. Weaknesses
5.1.3. Opportunities
5.1.4. Threats
5.2. PESTEL Analysis
5.2.1. Political Landscape
5.2.2. Economic Landscape
5.2.3. Social Landscape
5.2.4. Technological Landscape
5.2.5. Environmental Landscape
5.2.6. Legal Landscape
5.3. PORTERs Five Forces
5.3.1. Bargaining power of suppliers
5.3.2. Bargaining power of buyers
5.3.3. Threat of Substitute
5.3.4. Threat of new entrant
5.3.5. Competitive rivalry
5.4. Heat Map Analysis
6. Competitive Landscape
6.1. Global Call Center AI Market Manufacturing Base Distribution, Sales Area, Product Type
6.2. Mergers & Acquisitions, Partnerships, Product Launch, and Collaboration in Global Call Center AI Market
7. Global Call Center AI Market, By Component (USD Million) 2021-2034
7.1. Solution
7.2. Services
7.2.1. Professional Services
7.2.2. Training and Consulting
7.2.3. System Integration & Implementations
7.2.4. Support & Maintenance
7.2.5. Managed Services
8. Global Call Center AI Market, By Application (USD Million) 2021-2034
8.1. Predictive Call Routing
8.2. Journey Orchestration
8.3. Quality Management
8.4. Sentiment Analysis
8.5. Workforce Management & Advanced Scheduling
8.6. Others
9. Global Call Center AI Market, By End Use (USD Million) 2021-2034
9.1. BFSI
9.2. IT & Telecommunication
9.3. Healthcare
9.4. Retail & E-commerce
9.5. Energy & Utilities
9.6. Travels & Hospitality
9.7. Others
10. Global Call Center AI Market (USD Million) 2021-2034
10.1. Global Call Center AI Market Size and Market Share
11. Global Call Center AI Market, By Region, (USD Million) 2021-2034
11.1. Asia-Pacific
11.1.1. Australia
11.1.2. China
11.1.3. India
11.1.4. Japan
11.1.5. South Korea
11.1.6. Rest of Asia-Pacific
11.2. Europe
11.2.1. France
11.2.2. Germany
11.2.3. Italy
11.2.4. Spain
11.2.5. United Kingdom
11.2.6. Rest of Europe
11.3. Middle East and Africa
11.3.1. Kingdom of Saudi Arabia
11.3.2. United Arab Emirates
11.3.3. Qatar
11.3.4. South Africa
11.3.5. Egypt
11.3.6. Morocco
11.3.7. Nigeria
11.3.8. Rest of Middle-East and Africa
11.4. North America
11.4.1. Canada
11.4.2. Mexico
11.4.3. United States
11.5. Latin America
11.5.1. Argentina
11.5.2. Brazil
11.5.3. Rest of Latin America
12. Company Profile
12.1. 8x8 Inc.
12.1.1. Company details
12.1.2. Financial outlook
12.1.3. Product summary
12.1.4. Recent developments
12.2. Amazon Web Services Inc.
12.2.1. Company details
12.2.2. Financial outlook
12.2.3. Product summary
12.2.4. Recent developments
12.3. Artificial Solutions
12.3.1. Company details
12.3.2. Financial outlook
12.3.3. Product summary
12.3.4. Recent developments
12.4. Avaya LLC
12.4.1. Company details
12.4.2. Financial outlook
12.4.3. Product summary
12.4.4. Recent developments
12.5. Cognigy
12.5.1. Company details
12.5.2. Financial outlook
12.5.3. Product summary
12.5.4. Recent developments
12.6. Dialpad
12.6.1. Company details
12.6.2. Financial outlook
12.6.3. Product summary
12.6.4. Recent developments
12.7. Google LLC
12.7.1. Company details
12.7.2. Financial outlook
12.7.3. Product summary
12.7.4. Recent developments
12.8. IBM Corporation
12.8.1. Company details
12.8.2. Financial outlook
12.8.3. Product summary
12.8.4. Recent developments
12.9. Microsoft Corporation
12.9.1. Company details
12.9.2. Financial outlook
12.9.3. Product summary
12.9.4. Recent developments
12.10. Others
13. Conclusion
14. List of Abbreviations
15. Reference Links
SPER Market Research’s methodology uses great emphasis on primary research to ensure that the market intelligence insights are up to date, reliable and accurate. Primary interviews are done with players involved in each phase of a supply chain to analyze the market forecasting. The secondary research method is used to help you fully understand how the future markets and the spending patterns look likes.
The report is based on in-depth qualitative and quantitative analysis of the Product Market. The quantitative analysis involves the application of various projection and sampling techniques. The qualitative analysis involves primary interviews, surveys, and vendor briefings. The data gathered as a result of these processes are validated through experts opinion. Our research methodology entails an ideal mixture of primary and secondary initiatives.
