According to a research report "Call Center AI Market with Covid-19 Impact Analysis, By Component, Mode of Channel (Phone, Social Media, & Chat), Application (Workforce Optimization & Predictive Call Routing), Deployment Mode, Vertical and Region - Global Forecast to 2027" published by MarketsandMarkets, the market for Call Center AI market is projected to grow from USD 1.6 billion in 2022 to USD 4.1 billion by 2027; it is expected to grow at a CAGR of 21.3% % during 2022–2027.
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The solutions segment to hold a larger market
size during the forecast period
Based on components, the
market size of the solutions segment is expected to hold a larger market share
in 2022, while the services segment is projected to grow at a higher CAGR
during the forecast period. Call center AI solutions ensure the strengthening
of customer relationships, resulting in increased first call resolution rate
and improved customer experience. Call center AI solutions ensure the strengthening
of customer relationships, resulting in increased first call resolution rate
and improved customer experience.
The SMEs segment is estimated to have a
higher CAGR during the forecast period
The SMEs segment is
projected to register a higher CAGR during the forecast period due to the
growing need to enhance business processes, reach new customers, stay
competitive and control their spending. Moreover, the growing need to enhance
business processes, reach new customers, stay competitive, and control their
spending to boost the growth of the call center AI solutions among SMEs.
The cloud segment is expected to have a
higher CAGR during the forecast period
Based on deployment, the
cloud segment is expected to have a higher CAGR during the forecast period. The
cloud technology benefit of easy deployment and minimal capital requirement
facilitates the adoption of the cloud deployment model. The increasing demand
for scalable, easy-to-use, and cost-effective solutions is expected to boost
the demand for cloud-based call center AI in the market. Call Center AI
solutions are expected to accelerate the growth of the cloud segment in the
call center AI market. Moreover, cloud-based call center AI solutions enable
business operations to improve employee productivity and save OPEX. Hence, the
cloud-based deployment mode is gaining traction in the coming years.
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The
North America is expected to hold the largest market share during the forecast
period
Based
on Region, North America is expected to hold the largest market share as in
North America call center AI solutions and services are highly effective in
most organizations and verticals due to the increasing need to provide
businesses with a way to operationalize and get more value from data assets.
The increased smartphone adoption and technological advancements in the call
centers boost the adoption across North America.
Key
players offering Call Center AI market are IBM (US), Microsoft (US), Oracle
(US), AWS (US), SAP (Germany), Google (US), Avaya (US), NICE (Israel), Nuance
Communications (US), Genesys (US), 8x8 (US), Artificial Solutions (Sweden),
Zendesk (US), Five9 (US), RingCentral (US), Talkdesk (US), Dialpad (US), Twilio
(US), Kore.ai (US), Inbenta (US), Creative Virtual (UK), Haptik (India), Rulai
(US), Pypestream (US), Avaamo (US), Senseforth.ai (US), Observe.AI (US), Yellow.ai
(US), Ultimate.ai (Germany), and Cognigy (Germany).
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