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세계의 콜센터 AI 시장 기회 분석 및 산업 예측(2021-2030년) : 컴포넌트, 전개 모드, 산업, 지역별

Call Center AI Market by Component,, Deployment, and Industry Vertical, and Region: Global Opportunity Analysis and Industry Forecast, 2021-2030

리서치사 Allied Market Research
발행일 2021년 12월 상품코드 1059619
페이지 정보 영문 319 Pages 배송안내 2-3일 (영업일 기준)
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세계의 콜센터 AI 시장 기회 분석 및 산업 예측(2021-2030년) : 컴포넌트, 전개 모드, 산업, 지역별 Call Center AI Market by Component,, Deployment, and Industry Vertical, and Region: Global Opportunity Analysis and Industry Forecast, 2021-2030
발행일 : 2021년 12월 페이지 정보 : 영문 319 Pages

본 상품은 영문 자료로 한글과 영문 목차에 불일치하는 내용이 있을 경우 영문을 우선합니다. 정확한 검토를 위해 영문목차를 참고해주시기 바랍니다.

고객 경험이나 고객 응답 시간 향상, 데이터 분석 능력 강화가 예측기간 중 콜센터 AI 시장 성장을 가속하는 주요인이 될 전망입니다.

높은 도입 비용과 트레이닝 비용, 프라이버시와 보안에 관한 우려가 시장 성장을 억제할 것으로 보이지만, AI 기술에 주력하는 기업 증가와 소셜미디어 플랫폼의 침투 증가가 시장 전체에 유리한 기회를 제공할 것으로 예측됩니다.

세계의 콜센터 AI(Call Center AI) 시장을 조사했으며, 시장의 정의와 개요, 시장 영향요인 분석, 시장 규모 추이와 예측, 컴포넌트·전개 모드·산업·지역/주요 국가 등 각종 구분별 분석, 경쟁 환경, 주요 기업 프로파일 등의 정보를 정리하여 전해드립니다.

목차

제1장 서론

제2장 개요

제3장 시장 개요

  • 시장의 정의와 범위
  • 시장 형성 요인
  • 시장 역학
    • 성장 촉진요인
    • 성장 억제요인
    • 시장 기회
  • COVID-19 : 영향 분석

제4장 콜센터 AI 시장 : 컴포넌트별

  • 개요
  • 컴퓨팅 플랫폼
  • 솔루션
  • 서비스
    • 주요 시장 동향, 성장요인, 기회
    • 시장 규모와 예측 : 지역별
    • 시장 분석 : 국가별

제5장 콜센터 AI 시장 : 전개 모드별

  • 개요
  • 온프레미스
  • 클라우드
    • 주요 시장 동향, 성장요인, 기회
    • 시장 규모와 예측 : 지역별
    • 시장 분석 : 국가별

제6장 콜센터 AI 시장 : 산업별

  • 개요
  • 은행/금융서비스/보험(BFSI)
  • 소매/E-Commerce
  • 통신
  • 헬스케어
  • 미디어/엔터테인먼트
  • 여행/호스피탈리티
  • 기타
    • 주요 시장 동향, 성장요인, 기회
    • 시장 규모와 예측 : 지역별
    • 시장 분석 : 국가별

제7장 콜센터 AI 시장 : 지역별

  • 개요
  • 북미
  • 유럽
  • 아시아태평양
  • 라틴아메리카, 중동 및 아프리카
    • 주요 시장 동향, 성장요인, 기회
    • 시장 규모와 예측 : 컴포넌트별
    • 시장 규모와 예측 : 전개 모드별
    • 시장 규모와 예측 : 산업별
    • 시장 분석 : 국가별

제8장 경쟁 구도

  • 주요 기업의 포지셔닝
  • 주요 성공 전략
  • 경쟁 대시보드

제9장 기업 개요

  • ORACLE
  • INTERNATIONAL BUSINESS MACHINE CORPORATION
  • MICROSOFT CORPORATION
  • SAP SE
  • AMAZON WEB SERVICE(AWS)
  • ARTIFICIAL SOLUTIONS INTERNATIONAL AB
  • GOOGLE LLC
  • AVAYA HOLDING CORP.
  • NICE INCONTACT
  • NUANCE COMMUNICATIONS, INC
LSH 22.03.10

LIST OF TABLES

  • TABLE 01.CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 02.CALL CENTER AI MARKET FOR COMPUTE PLATFORMS, BY REGION, 2020-2030 ($MILLION)
  • TABLE 03.CALL CENTER AI MARKET FOR SOLUTION, BY REGION, 2020-2030 ($MILLION)
  • TABLE 04.CALL CENTER AI MARKET FOR SERVICES, BY REGION, 2020-2030 ($MILLION)
  • TABLE 05.CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 06.ON-PREMISE CALL CENTER AI MARKET, BY REGION, 2020-2030 ($MILLION)
  • TABLE 07.CLOUD CALL CENTER AI MARKET, BY REGION, 2020-2030 ($MILLION)
  • TABLE 08.CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 09.CALL CENTER AI MARKET FOR BFSI, BY REGION, 2020-2030 ($MILLION)
  • TABLE 10.CALL CENTER AI MARKET FOR RETAIL AND E-COMMERCE, BY REGION, 2020-2030 ($MILLION)
  • TABLE 11.CALL CENTER AI MARKET FOR TELECOM, BY REGION, 2020-2030 ($MILLION)
  • TABLE 12.CALL CENTER AI MARKET FOR HEALTHCARE, BY REGION, 2020-2030 ($MILLION)
  • TABLE 13.CALL CENTER AI MARKET FOR MEDIA AND ENTERTAINMENT, BY REGION, 2020-2030 ($MILLION)
  • TABLE 14.CALL CENTER AI MARKET FOR TRAVEL AND HOSPITALITY, BY REGION, 2020-2030 ($MILLION)
  • TABLE 15.CALL CENTER AI MARKET FOR OTHERS, BY REGION, 2020-2030 ($MILLION)
  • TABLE 16.CALL CENTER AI MARKET, BY REGION, 2020-2030 ($MILLION)
  • TABLE 17.NORTH AMERICA CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 18.NORTH AMERICA CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 19.NORTH AMERICA CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 20.NORTH AMERICA CALL CENTER AI MARKET, BY COUNTRY, 2020-2030 ($MILLION)
  • TABLE 21.U.S. CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 22.U.S. CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 23.U.S. CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 24.CANADA CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 25.CANADA CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 26.CANADA CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 27.EUROPE CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 28.EUROPE CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 29.EUROPE CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 30.EUROPE CALL CENTER AI MARKET, BY COUNTRY, 2020-2030 ($MILLION)
  • TABLE 31.UK CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 32.UK CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 33.UK CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 34.GERMANY CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 35.GERMANY CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 36.GERMANY CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 37.FRANCE CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 38.FRANCE CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 39.FRANCE CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 40.SPAIN CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 41.SPAIN CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 42.SPAIN CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 43.ITALY CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 44.ITALY CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 45.ITALY CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 46.REST OF EUROPE CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 47.REST OF EUROPE CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 48.REST OF EUROPE CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 49.ASIA-PACIFIC CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 50.ASIA-PACIFIC CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 51.ASIA-PACIFIC CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 52.ASIA-PACIFIC CALL CENTER AI MARKET, BY COUNTRY, 2020-2030 ($MILLION)
  • TABLE 53.CHINA CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 54.CHINA CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 55.CHINA CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 56.JAPAN CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 57.JAPAN CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 58.JAPAN CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 59.INDIA CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 60.INDIA CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 61.INDIA CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 62.SOUTH KOREA CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 63.SOUTH KOREA CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 64.SOUTH KOREA CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 65.AUSTRALIA CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 66.AUSTRALIA CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 67.AUSTRALIA CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 68.REST OF ASIA-PACIFIC CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 69.REST OF ASIA-PACIFIC CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 70.REST OF ASIA-PACIFIC CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 71.LAMEA CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 72.LAMEA CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 73.LAMEA CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 74.LAMEA CALL CENTER AI MARKET, BY COUNTRY, 2020-2030 ($MILLION)
  • TABLE 75.LATIN AMERICA CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 76.LATIN AMERICA CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 77.LATIN AMERICA CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 78.MIDDLE EAST CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 79.MIDDLE EAST CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 80.MIDDLE EAST CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 81.AFRICA CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • TABLE 82.AFRICA CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • TABLE 83.AFRICA CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • TABLE 84.ORACLE : KEY EXECUTIVES
  • TABLE 85.ORACLE : COMPANY SNAPSHOT
  • TABLE 86.ORACLE : PRODUCT PORTFOLIO
  • TABLE 87.IBM : KEY EXECUTIVES

IBM: COMPANY SNAPSHOT

  • TABLE 88.IBM: PRODUCT PORTFOLIO
  • TABLE 92.MICROSOFT CORPORATION KEY STRATEGIC MOVES AND DEVELOPMENTS
  • TABLE 93.SAP SE : KEY EXECUTIVES
  • TABLE 94.SAP SE: COMPANY SNAPSHOT
  • TABLE 95.SAP: PRODUCT PORTFOLIO
  • TABLE 96.AMAZON WEB SERVICES (AWS): KEY EXECUTIVES
  • TABLE 97.AMAZON WEB SERVICES, INC.: COMPANY SNAPSHOT
  • TABLE 98.AMAZON WEB SERVICE (AWS) : PRODUCT PORTFOLIO
  • TABLE 99.AMAZON WEB SERVICE (AWS) : KEY STRATEGIC MOVES AND DEVELOPMENTS
  • TABLE 100.ARTIFICIAL SOLUTIONS: KEY EXECUTIVES
  • TABLE 101.ARTIFICIAL SOLUTIONS: COMPANY SNAPSHOT
  • TABLE 102.ARTIFICIAL SOLUTIONS: PRODUCT PORTFOLIO
  • TABLE 103.GOOGLE: KEY EXECUTIVES
  • TABLE 104.GOOGLE : COMPANY SNAPSHOT
  • TABLE 105.GOOGLE : PRODUCT PORTFOLIO
  • TABLE 106.GOOGLE LLC: KEY STRATEGIC MOVES AND DEVELOPMENTS
  • TABLE 107.AVAYA : KEY EXECUTIVES
  • TABLE 108.AVAYA: COMPANY SNAPSHOT
  • TABLE 109.AVAYA : PRODUCT PORTFOLIO
  • TABLE 110.NICE INCONTACT.: KEY EXECUTIVES
  • TABLE 111.NICE INCONTACT.: COMPANY SNAPSHOT
  • TABLE 112.NICE INCONTACT: PRODUCT PORTFOLIO
  • TABLE 113.NUANCE COMMUNICATIONS, INC. : KEY EXECUTIVES
  • TABLE 114.NUANCE COMMUNICATION : COMPANY SNAPSHOT
  • TABLE 115.NUANCE COMMUNICATION: PRODUCT PORTFOLIO

LIST OF FIGURES

  • FIGURE 01.KEY MARKET SEGMENTS
  • FIGURE 02.CALL CENTER AI MARKET SNAPSHOT, BY SEGMENT, 2020-2030
  • FIGURE 03.CALL CENTER AI MARKET SNAPSHOT, BY COUNTRY, 2020-2030
  • FIGURE 04.TOP IMPACTING FACTORS
  • FIGURE 05.TOP INVESTMENT POCKETS
  • FIGURE 06.MODERATE-TO-HIGH BARGAINING POWER OF SUPPLIERS
  • FIGURE 07.HIGH BARGAINING POWER OF BUYERS
  • FIGURE 08.MODERATE-TO-HIGH THREAT OF SUBSTITUTES
  • FIGURE 09.LOW-TO-MODERATE THREAT OF NEW ENTRANTS
  • FIGURE 10.HIGH COMPETITIVE RIVALRY
  • FIGURE 11.MARKET DYNAMICS: GLOBAL CALL CENTER AI MARKET
  • FIGURE 12.CALL CENTER AI MARKET, BY COMPONENT, 2020-2030 ($MILLION)
  • FIGURE 13.COMPARATIVE SHARE ANALYSIS OF CALL CENTER AI MARKET FOR COMPUTE PLATFORMS, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 14.COMPARATIVE SHARE ANALYSIS OF CALL CENTER AI MARKET FOR SOLUTION, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 15.COMPARATIVE SHARE ANALYSIS OF CALL CENTER AI MARKET FOR SERVICES, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 16.CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2020-2030 ($MILLION)
  • FIGURE 17.COMPARATIVE SHARE ANALYSIS OF ON-PREMISE CALL CENTER AI MARKET, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 18.COMPARATIVE SHARE ANALYSIS OF CLOUD CALL CENTER AI MARKET, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 19.CALL CENTER AI MARKET, BY INDUSTRY VERTICAL, 2020-2030 ($MILLION)
  • FIGURE 20.COMPARATIVE SHARE ANALYSIS OF CALL CENTER AI MARKET FOR BFSI, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 21.COMPARATIVE SHARE ANALYSIS OF CALL CENTER AI MARKET FOR RETAIL AND E-COMMERCE, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 22.COMPARATIVE SHARE ANALYSIS OF CALL CENTER AI MARKET FOR TELECOM, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 23.COMPARATIVE SHARE ANALYSIS OF CALL CENTER AI MARKET FOR HEALTHCARE, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 24.COMPARATIVE SHARE ANALYSIS OF CALL CENTER AI MARKET FOR MEDIA AND ENTERTAINMENT, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 25.COMPARATIVE SHARE ANALYSIS OF CALL CENTER AI MARKET FOR TRAVEL AND HOSPITALITY, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 26.COMPARATIVE SHARE ANALYSIS OF CALL CENTER AI MARKET FOR OTHERS, BY COUNTRY, 2020 & 2030 (%)
  • FIGURE 27.U.S. CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 28.CANADA CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 29.UK CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 30.GERMANY CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 31.FRANCE CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 32.SPAIN CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 33.ITALY CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 34.REST OF EUROPE CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 35.CHINA CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 36.JAPAN CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 37.INDIA CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 38.SOUTH KOREA CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 39.AUSTRALIA CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 40.REST OF ASIA-PACIFIC CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 41.LATIN AMERICA CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 42.MIDDLE EAST CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 43.AFRICA CALL CENTER AI MARKET, 2020-2030 ($MILLION)
  • FIGURE 44.KEY PLAYER POSITIONING ANLYSIS: GLOBAL CALL CENTER AI MARKET
  • FIGURE 45.TOP WINNING STRATEGIES, BY YEAR, 2018-2020
  • FIGURE 46.TOP WINNING STRATEGIES, BY DEVELOPMENT, 2018-2020
  • FIGURE 47.TOP WINNING STRATEGIES, BY COMPANY, 2018-2020
  • FIGURE 48.COMPETITIVE DASHBOARD
  • FIGURE 49.COMPETITIVE DASHBOARD
  • FIGURE 50.COMPETITIVE HEATMAP OF KEY PLAYERS
  • FIGURE 51.R&D EXPENDITURE, 2018-2020 ($MILLION)
  • FIGURE 52.ORACLE: REVENUE, 2018-2020 ($MILLION)
  • FIGURE 53.ORACLE: REVENUE SHARE BY REGION, 2020(%)
  • FIGURE 54.R&D EXPENDITURE, 2018-2020 ($MILLION)
  • FIGURE 55.IBM: REVENUE, 2018-2020 ($MILLION)
  • FIGURE 56.IBM. : REVENUE BY REGION 2020 ($ MILLION)
  • FIGURE 57.IBM: REVENUE SHARE BY SEGMENT, 2020%)
  • FIGURE 62.R&D EXPENDITURE, 2018-2020 ($MILLION)
  • FIGURE 63.SAP SE: REVENUE, 2018-2020 ($MILLION)
  • FIGURE 64.SAP SE: REVENUE SHARE BY REGION, 2020 (%)
  • FIGURE 65.AMAZON.COM, INC.: REVENUE, 2018-2020 ($MILLION)
  • FIGURE 66.AMAZON WEB SERVICES, INC.: REVENUE SHARE BY SEGMENT, 2020 (%)
  • FIGURE 67.R&D EXPENDITURE, 2018-2020 ($MILLION)
  • FIGURE 68.ARTIFICIAL SOLUTIONS : REVENUE, 2018-2020 ($MILLION)
  • FIGURE 69.ARTIFICIAL SOLUTIONS: REVENUE SHARE BY REGION, 2020 (%)
  • FIGURE 70.R&D EXPENDITURE, 2018-2020 ($MILLION)
  • FIGURE 71.GOOGLE LLP: REVENUE, 2018-2020 ($MILLION)
  • FIGURE 72.GOOGLE LLC: REVENUE SHARE BY SEGMENT, 2020 (%)
  • FIGURE 73.GOOGLELLC: REVENUE SHARE BY REGION, 2020 (%)
  • FIGURE 74.R&D EXPENDITURE, 2019-2021 ($MILLION)
  • FIGURE 75.AVAYA : REVENUE, 2019-2021 ($MILLION)
  • FIGURE 76.AVAYA : REVENUE SHARE BY SEGMENT, 2021 (%)
  • FIGURE 77.AVAYA : REVENUE SHARE BY REGION, 2021 (%)
  • FIGURE 78.R&D EXPENDITURE, 2018-2020 ($MILLION)
  • FIGURE 79.NICE INCONTACT.: REVENUE, 2017-2019 ($MILLION)
  • FIGURE 80.NICE INCONTACT : REVENUE SHARE BY SEGMENTS, 2020 %
  • FIGURE 81.NICE INCONTACT : REVENUE SHARE BY REGION, 2020 (%)
  • FIGURE 82.R&D EXPENDITURE, 2018-2020 ($MILLION)
  • FIGURE 83.NUANCE COMMUNICATION : REVENUE, 2018-2020 ($MILLION)
  • FIGURE 84.NUANCE COMMUNICATION: REVENUE SHARE BY SEGMENT, 2020 (%)
  • FIGURE 85.NUANCE COMMUNICATION REVENUE BY GEOGRAPHICAL SEGMENTS, 2020 %

Artificial intelligence (AI) is an emerging technology, and its application across the call centers is seeing rapid evolution. AI chatbots are one of the major AI technology application in call centers, which is based on natural language processing and carries out human-like conversations and assist customers in real-time process. They further help call centers in understanding business intelligence about customer preferences, opinions, and buying pattern. This data collected from chatbots enables businesses to provide proactive recommendations and personalized customer experience. Integration of AI in the call center industry is a huge success for customers who prefer self-service options. It can help customers get information at the right time, which saves time and effort spent on service calls, thereby increasing efficiency of the call centers.

Improved customer experience & customer response time and enhanced data analytical capabilities are the major factors propelling the market growth during the forecast period. However, high installation and training cost coupled with privacy and security concern is restraining the market growth. On the contrary, rise in focus of companies in AI technology and increase in penetration of social media platform are expected to offer lucrative opportunities for the overall market.

The global call center AI market is segmented into component, deployment, industry vertical, and region. Depending on component, the market is divided into compute platforms, solution, and service. On the basis of deployment, it is bifurcated into on-premise and cloud. By industry vertical, it is fragmented into BFSI, retail & e-commerce, telecom, healthcare, media & entertainment, travel & hospitality, and others. Region wise, it is analyzed across North America, Europe, Asia-Pacific, and LAMEA.

Some of the major players in the market are Artificial Solutions International AB, IBM Corporation, Microsoft Corporation, Oracle Corporation, Amazon Web Services, SAP, Google, Avaya, NICE inContact, and Nuance Communications, Inc.

KEY BENEFITS FOR STAKEHOLDERS

  • The study provides an in-depth analysis of the Call Center AI market along with current trends and future estimations to elucidate imminent investment pockets.
  • Information about key drivers, restrains, and opportunities and their impact analysis on the market size is provided in the report.
  • Porter's five forces analysis illustrates the potency of buyers and suppliers operating in the industry.
  • The quantitative analysis of Call Center AI market for the period 2020-2030 is provided to determine the market potential.

KEY MARKET SEGMENTS

BY COMPONENT

  • Compute Platforms
  • Solution
  • Service

BY DEPLOYMENT

  • On-premise
  • Cloud

BY INDUSTRY VERTICAL

  • BFSI
  • Retail and E-Commerce
  • Telecom
  • Healthcare
  • Media and Entertainment
  • Travel and Hospitality
  • Others

BY REGION

  • North America
  • U.S.
  • Canada
  • Europe
  • UK
  • France
  • Germany
  • Russia
  • Rest of Europe
  • Asia-Pacific
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
  • LAMEA
  • Latin America
  • Middle East
  • Africa

KEY MARKET PLAYERS

  • Artificial Solutions International AB
  • IBM Corporation
  • Microsoft Corporation
  • Oracle Corporation
  • Amazon Web Services
  • SAP
  • Google
  • Avaya
  • NICE inContact
  • Nuance Communications, Inc.

TABLE OF CONTENTS

CHAPTER 1:INTRODUCTION

  • 1.1.REPORT DESCRIPTION
  • 1.2.KEY BENEFITS FOR STAKEHOLDERS
  • 1.3.KEY MARKET SEGMENTS
    • 1.3.1.Key market players
  • 1.4.RESEARCH METHODOLOGY
    • 1.4.1.Secondary research
    • 1.4.2.Primary research
    • 1.4.3.Analyst tools & models

CHAPTER 2:EXECUTIVE SUMMARY

  • 2.1.KEY FINDINGS
    • 2.1.1.Top impacting factors
    • 2.1.2.Top investment pockets
  • 2.2.CXO PERSPECTIVE

CHAPTER 3:MARKET OVERVIEW

  • 3.1.MARKET DEFINITION AND SCOPE
  • 3.2.KEY FORCES SHAPING THE CALL CENTER AI MARKET
  • 3.3.MARKET DYNAMICS
    • 3.3.1.Drivers
      • 3.3.1.1.Improved customer experience and customer response time
      • 3.3.1.2.Improved data analytical capabilities
    • 3.3.2.Restraints
      • 3.3.2.1.High installation and training costs
      • 3.3.2.2.Privacy and security concerns
    • 3.3.3.Opportunities
      • 3.3.3.1.Rise in interest of call center companies in advanced technologies
      • 3.3.3.2.Increase in penetration of social media platforms
  • 3.4.COVID-19 IMPACT ANALYSIS ON THE CALL CENTER AI MARKET
    • 3.4.1.Impact on market size
    • 3.4.2.Consumer trends, preferences, and budget impact
    • 3.4.3.Economic impact
    • 3.4.4.Key player strategies to tackle negative impact
    • 3.4.5.Opportunity window

CHAPTER 4:CALL CENTER AI MARKET, BY COMPONENT

  • 4.1.OVERVIEW
  • 4.2.COMPUTE PLATFORMS
    • 4.2.1.Key market trends, growth factors, and opportunities
    • 4.2.2.Market size and forecast, by region
    • 4.2.3.Market analysis, by country
  • 4.3.SOLUTION
    • 4.3.1.Key market trends, growth factors, and opportunities
    • 4.3.2.Market size and forecast, by region
    • 4.3.3.Market analysis, by country
  • 4.4.SERVICES
    • 4.4.1.Key market trends, growth factors, and opportunities
    • 4.4.2.Market size and forecast, by region
    • 4.4.3.Market analysis, by country

CHAPTER 5:CALL CENTER AI MARKET, BY DEPLOYMENT MODE

  • 5.1.OVERVIEW
  • 5.2.ON-PREMISE
    • 5.2.1.Key market trends, growth factors, and opportunities
    • 5.2.2.Market size and forecast, by region
    • 5.2.3.Market analysis, by country
  • 5.3.CLOUD
    • 5.3.1.Key market trends, growth factors, and opportunities
    • 5.3.2.Market size and forecast, by region
    • 5.3.3.Market analysis, by country

CHAPTER 6:CALL CENTER AI MARKET, BY INDUSTRY VERTICAL

  • 6.1.OVERVIEW
  • 6.2.BFSI
    • 6.2.1.Key market trends, growth factors, and opportunities
    • 6.2.2.Market size and forecast, by region
    • 6.2.3.Market analysis, by country
  • 6.3.RETAIL AND E-COMMERCE
    • 6.3.1.Key market trends, growth factors, and opportunities
    • 6.3.2.Market size and forecast, by region
    • 6.3.3.Market analysis, by country
  • 6.4.TELECOM
    • 6.4.1.Key market trends, growth factors, and opportunities
    • 6.4.2.Market size and forecast, by region
    • 6.4.3.Market analysis, by country
  • 6.5.HEALTHCARE
    • 6.5.1.Key market trends, growth factors, and opportunities
    • 6.5.2.Market size and forecast, by region
    • 6.5.3.Market analysis, by country
  • 6.6.MEDIA AND ENTERTAINMENT
    • 6.6.1.Key market trends, growth factors, and opportunities
    • 6.6.2.Market size and forecast, by region
    • 6.6.3.Market analysis, by country
  • 6.7.TRAVEL AND HOSPITALITY
    • 6.7.1.Key market trends, growth factors, and opportunities
    • 6.7.2.Market size and forecast, by region
    • 6.7.3.Market analysis, by country
  • 6.8.OTHERS
    • 6.8.1.Key market trends, growth factors, and opportunities
    • 6.8.2.Market size and forecast, by region
    • 6.8.3.Market analysis, by country

CHAPTER 7:CALL CENTER AI MARKET, BY REGION

  • 7.1.OVERVIEW
  • 7.2.NORTH AMERICA
    • 7.2.1.Key market trends, growth factors, and opportunities
    • 7.2.2.Market size and forecast, by component
    • 7.2.3.Market size and forecast, by deployment mode
    • 7.2.4.Market size and forecast, by industry vertical
    • 7.2.5.Market analysis, by country
      • 7.2.5.1.U.S.
      • 7.2.5.1.1.Market size and forecast, by component
      • 7.2.5.1.2.Market size and forecast, by deployment mode
      • 7.2.5.1.4.Market size and forecast, by industry vertical
      • 7.2.5.2.Canada
      • 7.2.5.2.1.Market size and forecast, by component
      • 7.2.5.2.2.Market size and forecast, by deployment mode
      • 7.2.5.2.4.Market size and forecast, by industry vertical
  • 7.3.EUROPE
    • 7.3.1.Key market trends, growth factors, and opportunities
    • 7.3.2.Market size and forecast, by component
    • 7.3.3.Market size and forecast, by deployment mode
    • 7.3.4.Market size and forecast, by industry vertical
    • 7.3.5.Market analysis, by country
      • 7.3.5.1.UK
      • 7.3.5.1.1.Market size and forecast, by component
      • 7.3.5.1.2.Market size and forecast, by deployment mode
      • 7.3.5.1.4.Market size and forecast, by industry vertical
      • 7.3.5.2.Germany
      • 7.3.5.2.1.Market size and forecast, by component
      • 7.3.5.2.2.Market size and forecast, by deployment mode
      • 7.3.5.2.4.Market size and forecast, by industry vertical
      • 7.3.5.3.France
      • 7.3.5.3.1.Market size and forecast, by component
      • 7.3.5.3.2.Market size and forecast, by deployment mode
      • 7.3.5.3.4.Market size and forecast, by industry vertical
      • 7.3.5.4.Spain
      • 7.3.5.4.1.Market size and forecast, by component
      • 7.3.5.4.2.Market size and forecast, by deployment mode
      • 7.3.5.4.4.Market size and forecast, by industry vertical
      • 7.3.5.5.Italy
      • 7.3.5.5.1.Market size and forecast, by component
      • 7.3.5.5.2.Market size and forecast, by deployment mode
      • 7.3.5.5.4.Market size and forecast, by industry vertical
      • 7.3.5.6.Rest of Europe
      • 7.3.5.6.1.Market size and forecast, by component
      • 7.3.5.6.2.Market size and forecast, by deployment mode
      • 7.3.5.6.4.Market size and forecast, by industry vertical
  • 7.4.ASIA-PACIFIC
    • 7.4.1.Key market trends, growth factors, and opportunities
    • 7.4.2.Market size and forecast, by component
    • 7.4.3.Market size and forecast, by deployment mode
    • 7.4.4.Market size and forecast, by industry vertical
    • 7.4.5.Market analysis, by country
      • 7.4.5.1.China
      • 7.4.5.1.1.Market size and forecast, by component
      • 7.4.5.1.2.Market size and forecast, by deployment mode
      • 7.4.5.1.4.Market size and forecast, by industry vertical
      • 7.4.5.2.Japan
      • 7.4.5.2.1.Market size and forecast, by component
      • 7.4.5.2.2.Market size and forecast, by deployment mode
      • 7.4.5.2.4.Market size and forecast, by industry vertical
      • 7.4.5.3.India
      • 7.4.5.3.1.Market size and forecast, by component
      • 7.4.5.3.2.Market size and forecast, by deployment mode
      • 7.4.5.3.4.Market size and forecast, by industry vertical
      • 7.4.5.4.South Korea
      • 7.4.5.4.1.Market size and forecast, by component
      • 7.4.5.4.2.Market size and forecast, by deployment mode
      • 7.4.5.4.4.Market size and forecast, by industry vertical
      • 7.4.5.5.Australia
      • 7.4.5.5.1.Market size and forecast, by component
      • 7.4.5.5.2.Market size and forecast, by deployment mode
      • 7.4.5.5.4.Market size and forecast, by industry vertical
      • 7.4.5.6.Rest of Asia-Pacific
      • 7.4.5.6.1.Market size and forecast, by component
      • 7.4.5.6.2.Market size and forecast, by deployment mode
      • 7.4.5.6.4.Market size and forecast, by industry vertical
  • 7.5.LAMEA
    • 7.5.1.Key market trends, growth factors, and opportunities
    • 7.5.2.Market size and forecast, by component
    • 7.5.3.Market size and forecast, by deployment mode
    • 7.5.4.Market size and forecast, by industry vertical
    • 7.5.5.Market analysis, by country
      • 7.5.5.1.Latin America
      • 7.5.5.1.1.Market size and forecast, by component
      • 7.5.5.1.2.Market size and forecast, by deployment mode
      • 7.5.5.1.4.Market size and forecast, by industry vertical
      • 7.5.5.2.Middle East
      • 7.5.5.2.1.Market size and forecast, by component
      • 7.5.5.2.2.Market size and forecast, by deployment mode
      • 7.5.5.2.4.Market size and forecast, by industry vertical
      • 7.5.5.3.Africa
      • 7.5.5.3.1.Market size and forecast, by component
      • 7.5.5.3.2.Market size and forecast, by deployment mode
      • 7.5.5.3.4.Market size and forecast, by industry vertical

CHAPTER 8:COMPETITIVE LANDSCAPE

  • 8.1.KEY PLAYER POSITIONING ANALYSIS, 2020
  • 8.2.TOP WINNING STRATEGIES
  • 8.3.COMPETITIVE DASHBOARD

CHAPTER 9:COMPANY PROFILE

  • 9.1.ORACLE
    • 9.1.1.Company overview
    • 9.1.2.Key executives
    • 9.1.3.Company snapshot
    • 9.1.4.Product portfolio
    • 9.1.5.R&D expenditure
    • 9.1.6.Business performance
    • 9.1.7.Key strategic moves and developments
  • 9.2.INTERNATIONAL BUSINESS MACHINE CORPORATION
    • 9.2.1.Company overview
    • 9.2.2.Key executives
    • 9.2.3.Company snapshot
    • 9.2.4.Product portfolio
    • 9.2.5.R&D expenditure
    • 9.2.6.Business performance
    • 9.2.7.Key strategic moves and developments
  • 9.3.MICROSOFT CORPORATION
    • 9.3.1.Company overview
    • 9.3.2.Key executives
    • 9.3.3.Company snapshot
    • 9.3.4.Product portfolio
    • 9.3.5.R&D expenditure
    • 9.3.6.Business performance
    • 9.3.7.Key strategic moves and developments
  • 9.4.SAP SE
    • 9.4.1.Company overview
    • 9.4.2.Key executives
    • 9.4.3.Company snapshot
    • 9.4.4.Product portfolio
    • 9.4.5.R&D expenditure
    • 9.4.6.Business performance
    • 9.4.7.Key strategic moves and developments
  • 9.5.AMAZON WEB SERVICE (AWS)
    • 9.5.1.Company overview
    • 9.5.2.Key executives
    • 9.5.3.Company snapshot
    • 9.5.4.Product portfolio
    • 9.5.5.Business performance
    • 9.5.6.Key strategic moves and developments
  • 9.6.ARTIFICIAL SOLUTIONS INTERNATIONAL AB
    • 9.6.1.Company overview
    • 9.6.2.Key executives
    • 9.6.3.Company snapshot
    • 9.6.4.Product portfolio
    • 9.6.5.R&D expenditure
    • 9.6.6.Business performance
    • 9.6.7.Key strategic moves and developments
  • 9.7.GOOGLE LLC
    • 9.7.1.Company overview
    • 9.7.2.Key executives
    • 9.7.3.Company snapshot
    • 9.7.4.Product portfolio
    • 9.7.5.R&D expenditure
    • 9.7.6.Business performance
    • 9.7.7.Key strategic moves and developments
  • 9.8.AVAYA HOLDING CORP.
    • 9.8.1.Company overview
    • 9.8.2.Key executives
    • 9.8.3.Company snapshot
    • 9.8.4.Product portfolio
    • 9.8.5.R&D expenditure
    • 9.8.6.Business performance
    • 9.8.7.Key strategic moves and developments
  • 9.9.NICE INCONTACT
    • 9.9.1.Company overview
    • 9.9.2.Key executives
    • 9.9.3.Company snapshot
    • 9.9.4.Product portfolio
    • 9.9.5.R&D expenditure
    • 9.9.6.Business performance
    • 9.9.7.Key strategic moves and developments
  • 9.10.NUANCE COMMUNICATIONS, INC
    • 9.10.1.Company overview
    • 9.10.2.Key executives
    • 9.10.3.Company snapshot
    • 9.10.4.Product portfolio
    • 9.10.5.R&D expenditure
    • 9.10.6.Business performance
    • 9.10.7.Key strategic moves and developments
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