세계의 콜센터 AI 시장 : 컴포넌트, 용도, 전개, 조직, 업종별 예측(2025-2030년)

The Call Center AI Market was valued at USD 2.40 billion in 2023, expected to reach USD 2.90 billion in 2024, and is projected to grow at a CAGR of 22.34%, to USD 9.85 billion by 2030.

The scope of Call Center AI involves integrating artificial intelligence technologies into call centers to enhance customer service, streamline operations, and reduce costs. AI in call centers includes applications such as chatbots, automated messaging, voice recognition, and sentiment analysis tools that improve efficiency and enhance user experience. The necessity of Call Center AI is driven by the demand for higher customer satisfaction, operational cost reduction, and the need for round-the-clock availability. Applications span across industries such as telecommunications, e-commerce, banking, and healthcare, offering solutions for handling large volumes of customer interactions effectively. End-use scope includes enterprises ranging from SMEs to large corporations seeking to optimize customer service operations. Key growth factors in this market include technological advancements in AI and machine learning, increasing digitalization, and the adoption of cloud-based solutions. Opportunities lie in personalized customer experience and AI-driven analytics for predictive customer insights. To capitalize on these, enterprises should focus on integrating AI with human touchpoints to ensure personalized and empathetic customer service. However, challenges such as data privacy concerns, integration complexities, and high initial investment may hinder market growth. Despite these limitations, best areas of innovation include developing AI models that can accurately understand context and emotion in conversations, and advancing natural language processing capabilities. Research can further probe into seamless integration strategies and cost-effective AI solutions tailored for diverse business needs. Insights suggest a competitive, yet burgeoning market that values customer-centricity and innovative approaches. With strategic partnerships and investment in AI skills, businesses can successfully navigate this landscape and drive growth by leveraging AI to transform call center operations while addressing privacy and ethical concerns to gain customer trust and loyalty.

Market Dynamics: Unveiling Key Market Insights in the Rapidly Evolving Call Center AI Market

The Call Center AI Market is undergoing transformative changes driven by a dynamic interplay of supply and demand factors. Understanding these evolving market dynamics prepares business organizations to make informed investment decisions, refine strategic decisions, and seize new opportunities. By gaining a comprehensive view of these trends, business organizations can mitigate various risks across political, geographic, technical, social, and economic domains while also gaining a clearer understanding of consumer behavior and its impact on manufacturing costs and purchasing trends.

• Market Drivers
  • Proliferation in data generation through social media and IoT
  • Rising customer engagement via social media platforms
  • Provision for improved customer support services with the use of AI in organizations
• Market Restraints
  • Dearth of skilled employees and predisposition for online chats over chatbots
• Market Opportunities
  • Robust research and development in gesture recognition technology with chatbots and virtual assistants
  • Ongoing product launches with machine learning and artificial intelligence
• Market Challenges
  • Concerns over data privacy and security

Porter's Five Forces: A Strategic Tool for Navigating the Call Center AI Market

Porter's five forces framework is a critical tool for understanding the competitive landscape of the Call Center AI Market. It offers business organizations with a clear methodology for evaluating their competitive positioning and exploring strategic opportunities. This framework helps businesses assess the power dynamics within the market and determine the profitability of new ventures. With these insights, business organizations can leverage their strengths, address weaknesses, and avoid potential challenges, ensuring a more resilient market positioning.

PESTLE Analysis: Navigating External Influences in the Call Center AI Market

External macro-environmental factors play a pivotal role in shaping the performance dynamics of the Call Center AI Market. Political, Economic, Social, Technological, Legal, and Environmental factors analysis provides the necessary information to navigate these influences. By examining PESTLE factors, businesses can better understand potential risks and opportunities. This analysis enables business organizations to anticipate changes in regulations, consumer preferences, and economic trends, ensuring they are prepared to make proactive, forward-thinking decisions.

Market Share Analysis: Understanding the Competitive Landscape in the Call Center AI Market

A detailed market share analysis in the Call Center AI Market provides a comprehensive assessment of vendors' performance. Companies can identify their competitive positioning by comparing key metrics, including revenue, customer base, and growth rates. This analysis highlights market concentration, fragmentation, and trends in consolidation, offering vendors the insights required to make strategic decisions that enhance their position in an increasingly competitive landscape.

FPNV Positioning Matrix: Evaluating Vendors' Performance in the Call Center AI Market

The Forefront, Pathfinder, Niche, Vital (FPNV) Positioning Matrix is a critical tool for evaluating vendors within the Call Center AI Market. This matrix enables business organizations to make well-informed decisions that align with their goals by assessing vendors based on their business strategy and product satisfaction. The four quadrants provide a clear and precise segmentation of vendors, helping users identify the right partners and solutions that best fit their strategic objectives.

Strategy Analysis & Recommendation: Charting a Path to Success in the Call Center AI Market

A strategic analysis of the Call Center AI Market is essential for businesses looking to strengthen their global market presence. By reviewing key resources, capabilities, and performance indicators, business organizations can identify growth opportunities and work toward improvement. This approach helps businesses navigate challenges in the competitive landscape and ensures they are well-positioned to capitalize on newer opportunities and drive long-term success.

Key Company Profiles

The report delves into recent significant developments in the Call Center AI Market, highlighting leading vendors and their innovative profiles. These include Artificial Solutions, Avaya Holdings Corp., Cognigy GmbH, Conversica, Inc., Cresta Intelligence, Inc., Dialpad, Inc., Five9, Inc. by Zoom Video Communications, Inc., Gemshelf Inc., Google, LLC by Alphabet, Inc., Inbenta Technologies Inc., Infinitus Systems, Inc., International Business Machines Corporation, Jio Haptik Technologies Limited, Kore.ai, Inc., Level AI, LivePerson, Inc., Microsoft Corporation, Nextiva, Inc., Oracle Corporation, Parloa GmbH, PolyAI Limited, Pypestream Inc., Replicant Solutions, Inc., RingCentral, Inc., Rulai, Inc., SAP SE, Skit USA, Inc., Talkdesk, Uniphore Technologies Inc., and Zendesk, Inc..

Market Segmentation & Coverage

This research report categorizes the Call Center AI Market to forecast the revenues and analyze trends in each of the following sub-markets:

• Based on Component, market is studied across Services and Software. The Services is further studied across Consulting, Support & Maintenance, and System Integration & Deployment.
• Based on Application, market is studied across Agent Performance Management, Appointment Scheduling, Journey Orchestration, Predictive Call Routing, Sentiment Analysis, and Workforce Optimization.
• Based on Deployment, market is studied across On-Cloud and On-Premises.
• Based on Organization, market is studied across Large Enterprises and Small & Medium Enterprises.
• Based on Vertical, market is studied across Banking, Financial Services, & Insurance (BFSI), Healthcare, Media & Entertainment, Retail & E-Commerce, Telecom, and Travel & Hospitality.
• Based on Region, market is studied across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas is further studied across Argentina, Brazil, Canada, Mexico, and United States. The United States is further studied across California, Florida, Illinois, New York, Ohio, Pennsylvania, and Texas. The Asia-Pacific is further studied across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. The Europe, Middle East & Africa is further studied across Denmark, Egypt, Finland, France, Germany, Israel, Italy, Netherlands, Nigeria, Norway, Poland, Qatar, Russia, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, and United Kingdom.

The report offers a comprehensive analysis of the market, covering key focus areas:

1. Market Penetration: A detailed review of the current market environment, including extensive data from top industry players, evaluating their market reach and overall influence.

2. Market Development: Identifies growth opportunities in emerging markets and assesses expansion potential in established sectors, providing a strategic roadmap for future growth.

3. Market Diversification: Analyzes recent product launches, untapped geographic regions, major industry advancements, and strategic investments reshaping the market.

4. Competitive Assessment & Intelligence: Provides a thorough analysis of the competitive landscape, examining market share, business strategies, product portfolios, certifications, regulatory approvals, patent trends, and technological advancements of key players.

5. Product Development & Innovation: Highlights cutting-edge technologies, R&D activities, and product innovations expected to drive future market growth.

The report also answers critical questions to aid stakeholders in making informed decisions:

1. What is the current market size, and what is the forecasted growth?

2. Which products, segments, and regions offer the best investment opportunities?

3. What are the key technology trends and regulatory influences shaping the market?

4. How do leading vendors rank in terms of market share and competitive positioning?

5. What revenue sources and strategic opportunities drive vendors' market entry or exit strategies?

Table of Contents

1. Preface

• 1.1. Objectives of the Study
• 1.2. Market Segmentation & Coverage
• 1.3. Years Considered for the Study
• 1.4. Currency & Pricing
• 1.5. Language
• 1.6. Stakeholders

2. Research Methodology

• 2.1. Define: Research Objective
• 2.2. Determine: Research Design
• 2.3. Prepare: Research Instrument
• 2.4. Collect: Data Source
• 2.5. Analyze: Data Interpretation
• 2.6. Formulate: Data Verification
• 2.7. Publish: Research Report
• 2.8. Repeat: Report Update

3. Executive Summary

4. Market Overview

5. Market Insights

• 5.1. Market Dynamics
  • 5.1.1. Drivers
    • 5.1.1.1. Proliferation in data generation through social media and IoT
    • 5.1.1.2. Rising customer engagement via social media platforms
    • 5.1.1.3. Provision for improved customer support services with the use of AI in organizations
  • 5.1.2. Restraints
    • 5.1.2.1. Dearth of skilled employees and predisposition for online chats over chatbots
  • 5.1.3. Opportunities
    • 5.1.3.1. Robust research and development in gesture recognition technology with chatbots and virtual assistants
    • 5.1.3.2. Ongoing product launches with machine learning and artificial intelligence
  • 5.1.4. Challenges
    • 5.1.4.1. Concerns over data privacy and security
• 5.2. Market Segmentation Analysis
  • 5.2.1. Component: Development of high-performing call center AI software to provide enhanced customer experience
  • 5.2.2. Deployment: Increased scalability, cost-effectiveness, and ease of updates offered by on-cloud call center AI
  • 5.2.3. Application: Exponential adoption of AI for optimizing agent performance in call centers
  • 5.2.4. Vertical: Extensive usability of call center AI in banking, finance, and insurance sectors
• 5.3. Porter's Five Forces Analysis
  • 5.3.1. Threat of New Entrants
  • 5.3.2. Threat of Substitutes
  • 5.3.3. Bargaining Power of Customers
  • 5.3.4. Bargaining Power of Suppliers
  • 5.3.5. Industry Rivalry
• 5.4. PESTLE Analysis
  • 5.4.1. Political
  • 5.4.2. Economic
  • 5.4.3. Social
  • 5.4.4. Technological
  • 5.4.5. Legal
  • 5.4.6. Environmental

6. Call Center AI Market, by Component

• 6.1. Introduction
• 6.2. Services
  • 6.2.1. Consulting
  • 6.2.2. Support & Maintenance
  • 6.2.3. System Integration & Deployment
• 6.3. Software

7. Call Center AI Market, by Application

• 7.1. Introduction
• 7.2. Agent Performance Management
• 7.3. Appointment Scheduling
• 7.4. Journey Orchestration
• 7.5. Predictive Call Routing
• 7.6. Sentiment Analysis
• 7.7. Workforce Optimization

8. Call Center AI Market, by Deployment

• 8.1. Introduction
• 8.2. On-Cloud
• 8.3. On-Premises

9. Call Center AI Market, by Organization

• 9.1. Introduction
• 9.2. Large Enterprises
• 9.3. Small & Medium Enterprises

10. Call Center AI Market, by Vertical

• 10.1. Introduction
• 10.2. Banking, Financial Services, & Insurance (BFSI)
• 10.3. Healthcare
• 10.4. Media & Entertainment
• 10.5. Retail & E-Commerce
• 10.6. Telecom
• 10.7. Travel & Hospitality

11. Americas Call Center AI Market

• 11.1. Introduction
• 11.2. Argentina
• 11.3. Brazil
• 11.4. Canada
• 11.5. Mexico
• 11.6. United States

12. Asia-Pacific Call Center AI Market

• 12.1. Introduction
• 12.2. Australia
• 12.3. China
• 12.4. India
• 12.5. Indonesia
• 12.6. Japan
• 12.7. Malaysia
• 12.8. Philippines
• 12.9. Singapore
• 12.10. South Korea
• 12.11. Taiwan
• 12.12. Thailand
• 12.13. Vietnam

13. Europe, Middle East & Africa Call Center AI Market

• 13.1. Introduction
• 13.2. Denmark
• 13.3. Egypt
• 13.4. Finland
• 13.5. France
• 13.6. Germany
• 13.7. Israel
• 13.8. Italy
• 13.9. Netherlands
• 13.10. Nigeria
• 13.11. Norway
• 13.12. Poland
• 13.13. Qatar
• 13.14. Russia
• 13.15. Saudi Arabia
• 13.16. South Africa
• 13.17. Spain
• 13.18. Sweden
• 13.19. Switzerland
• 13.20. Turkey
• 13.21. United Arab Emirates
• 13.22. United Kingdom

14. Competitive Landscape

• 14.1. Market Share Analysis, 2023
• 14.2. FPNV Positioning Matrix, 2023
• 14.3. Competitive Scenario Analysis
  • 14.3.1. Cubix Asset Management Launches AI-Powered Chatbot and Call Center Services
  • 14.3.2. JustCall Launches AI-driven Platform To Improve Call Center Ops Via Sentiment Analysis
  • 14.3.3. Zoom Announces Partnership with Anthropic for AI Call Center Services
  • 14.3.4. Artificial Solutions Launches OpenQuestion, a New Voice and Conversational IVR Solution, and Unveils a New Website, Teneo.ai
• 14.4. Strategy Analysis & Recommendation

Companies Mentioned

• 1. Artificial Solutions
• 2. Avaya Holdings Corp.
• 3. Cognigy GmbH
• 4. Conversica, Inc.
• 5. Cresta Intelligence, Inc.
• 6. Dialpad, Inc.
• 7. Five9, Inc. by Zoom Video Communications, Inc.
• 8. Gemshelf Inc.
• 9. Google, LLC by Alphabet, Inc.
• 10. Inbenta Technologies Inc.
• 11. Infinitus Systems, Inc.
• 12. International Business Machines Corporation
• 13. Jio Haptik Technologies Limited
• 14. Kore.ai, Inc.
• 15. Level AI
• 16. LivePerson, Inc.
• 17. Microsoft Corporation
• 18. Nextiva, Inc.
• 19. Oracle Corporation
• 20. Parloa GmbH
• 21. PolyAI Limited
• 22. Pypestream Inc.
• 23. Replicant Solutions, Inc.
• 24. RingCentral, Inc.
• 25. Rulai, Inc.
• 26. SAP SE
• 27. Skit USA, Inc.
• 28. Talkdesk
• 29. Uniphore Technologies Inc.
• 30. Zendesk, Inc.