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コールセンターAIの世界市場-2022-2029

Global Call Center AI Market - 2022-2029
出版日: | 発行: DataM Intelligence | ページ情報: 英文 205 Pages | 納期: 約2営業日

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コールセンターAIの世界市場-2022-2029
出版日: 2022年08月22日
発行: DataM Intelligence
ページ情報: 英文 205 Pages
納期: 約2営業日
ご注意事項 :
本レポートは最新情報反映のため適宜更新し、内容構成変更を行う場合があります。ご検討の際はお問い合わせください。
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  • 概要
  • 目次
概要

市場の力学

消費者エンゲージメントの質を向上させるコールセンターAIの能力は、世界のコールセンターAI市場の主要な市場促進要因です。それにもかかわらず、プライバシーに関する懸念と厳しい規制が主要な市場抑制要因になる可能性があります。

消費者エンゲージメントの質を向上させるコールセンターAIの能力

近年のAI技術の進歩に伴い、企業は顧客サービス機能にAIを活用し、メールやメッセージによる顧客サポートサービスの提供から、顧客体験とエンゲージメントの向上に役立つAI搭載のチャットボットに焦点を移しつつあります。例えば、チャットボットとバーチャルアシスタント（IVA）は、見込み客にクーポンや割引の機会を提供し、人間の営業担当者が取引を成立させるために重要なパーソナルタッチを提供することを可能にします。同様に、AIはコールセンター・エージェントに顧客に関する豊富な履歴データとインサイトを提供し、建設的なクロスセリングやアップセリングの見込み客を提供することができます。

また、AIを搭載したバーチャルアシスタントやチャットボットは、受注、残高照会、一般的な問い合わせ、技術支援、その他の顧客サービスなど、繰り返し行われる手動プロセスの自動化に利用することができます。さらに、コールセンターAI開発者は、企業がAIを使用してコンタクトセンターを強化・改善する際に、AIに関する豊富な専門知識を必要としないようにすることができます。コールセンターAIの導入は、顧客エンゲージメントを向上させ、消費者との対話のプロセスを広範囲に緩和することができるため、世界のコールセンターAI市場の需要およびその他の市場展望は、前述のパラメータに後押しされて急速に上昇しています。

プライバシーに関する懸念と厳しい規制

NLPやMLなどのAIベースのツールを採用したAIプラットフォームモデルの実装には、データプライバシーが重要です。例えば、チャットボットは、より良いガイダンスのためにユーザーからのデータを必要としますが、人々は個人情報を共有することを躊躇します。さらに、新しいアルゴリズムを作成し、消費者とつながるための情報を収集するためには、膨大な量のデータが必要です。個人の情報保護を危うくする大きな懸念は、データ所有権とデータプライバシーです。各地域の政府当局は、さまざまなデータセキュリティ関連の法規制を制定しています。その結果、企業は変化する規則やデータ関連の規制に対応しなければなりません。

COVID-19の影響分析

COVID-19危機は、我々を他に類を見ない不確実な状況に陥れたが、人類に将来の需要に関する確実な情報を提供しました。COVID-19の危機があったからこそ、人類は増え続けるアプリケーションと人々に効果的な仮想化ベースのソリューションをもたらすことができたのです。COVID-19は、前世代の危機と同様に、私たちの集合的な意志を利用してイノベーションを触媒し、歴史を書き、未来の世代に安全な世界を残すことができるのです。コールセンターAIなどの新技術は、あらゆる業界のあらゆるレベルの顧客との対話を改善し、COVID-19のパンデミックに端を発した最近のデジタル化の流れから恩恵を受けることができます。COVID-19が業種を超えたすべての企業に影響を与えたとしても、企業のイノベーションは止まりません。その結果、マイナーな減速にもかかわらず、コールセンターAI市場は将来的に活況を呈すると思われます。

世界のコールセンターAI市場レポートは、約76の表、87の図、ほぼ205ページの構成で提供しています。

目次

第1章 コールセンターAIの世界市場- 調査手法とスコープ

  • 調査手法の紹介
  • 調査目的および調査範囲

第2章 コールセンターAIの世界市場- 市場の定義と概要

第3章 コールセンターAIの世界市場- エグゼクティブサマリー

  • コンポーネント別市場内訳
  • デプロイメントモード別市場内訳
  • チャネルモード別市場内訳
  • アプリケーション別市場内訳
  • エンドユーザー別市場内訳
  • 地域別市場内訳

第4章 世界のコールセンターAI市場-市場力学

  • 市場影響要因
    • 促進要因
      • 消費者エンゲージメントの質を向上させるコールセンターAIの能力
    • 抑制要因（Restraints
      • プライバシーに関する懸念と厳しい規制
    • ビジネスチャンス
    • 影響分析

第5章 世界のコールセンターAI市場-産業分析

  • ポーターのファイブフォース分析
  • サプライチェーン分析
  • プライシング分析
  • 規制分析

第6章 コールセンターAIの世界市場-COVID-19分析

  • COVID-19の市場に関する分析
    • COVID-19前の市場シナリオ
    • COVID-19の現在の市場シナリオ
    • COVID-19以降、または今後のシナリオ
  • COVID-19の中でのプライシングダイナミクス
  • 需要-供給スペクトラム
  • パンデミック時の市場に関連する政府の取り組み
  • メーカーの戦略的な取り組み
  • まとめ

第7章 コールセンターAIの世界市場- コンポーネント別

  • ソリューション
  • サービス

第8章 コールセンターAIの世界市場：導入形態別

  • クラウド
  • オンプレミス

第9章 コールセンターAIの世界市場- チャネルモード別

  • 電話
  • ソーシャルメディア
  • チャット
  • メール・テキスト
  • ウェブサイト
  • その他

第10章 コールセンターAIの世界市場～アプリケーション別

  • ワークフォース最適化
  • プレディクティブ・コールルーティング
  • ジャーニーオーケストレーション
  • エージェントパフォーマンス管理
  • センチメント分析
  • アポイントメント・スケジューリング
  • その他

第11章 コールセンターAIの世界市場- エンドユーザー別

  • BFSI
  • メディア・エンターテイメント
  • 小売・eコマース
  • ヘルスケア＆ライフサイエンス
  • トラベル＆ホスピタリティ
  • IT・通信
  • 運輸・物流
  • その他

第12章 コールセンターAIの世界市場- 地域別

  • 北米
    • 米国
    • カナダ
    • メキシコ
  • 欧州
    • ドイツ
    • 英国
    • フランス
    • イタリア
    • ロシア
    • その他欧州
  • 南米
    • ブラジル
    • アルゼンチン
    • その他の南米地域
  • アジア太平洋地域
    • 中国
    • インド
    • 日本
    • オーストラリア
    • その他アジア太平洋地域
  • 中東・アフリカ地域

第13章 世界のコールセンターAI市場- 競争情勢

  • 競合シナリオ
  • 市況ポジショニング／シェア分析
  • M&A（合併・買収）分析

第14章 コールセンターAIの世界市場-企業プロファイル

  • IBM
    • 企業の概要
    • 製品ポートフォリオと説明
    • 主なハイライト
    • 財務概要
  • Microsoft
  • AWS
  • SAP
  • Google
  • Avaya
  • NICE
  • Nuance Communications
  • Genesys
  • 8x8

第15章 コールセンターAIの世界市場-重要考察

第16章 コールセンターAIの世界市場-DataM

目次
Product Code: DMICT5768

Market Overview

Call Center AI Market reached US$ YY million in 2021 and is expected to record significant growth by reaching up to US$ YY million by 2029, growing at a CAGR of 22.10% during the forecast period (2022-2029).

The process of taking innovative ideas from conception to implementation is called call center AI. This system is the foundation of a company's innovation capability and when executed successfully, it can result in anything from a record-breaking new product to a groundbreaking way to address customer needs.

Handling innovation can be a challenging task. Indeed, some argue that innovation cannot be managed because it depends too on epiphany and inspiration to be planned. Most modern business leaders, on the other hand, believe that establishing strategies and processes can predict and guide innovation. And that by doing so, they will be able to generate real business value while better serving one's employees and customers. When an idea has been vetted and approved, it can be planned for development and implementation.

Market Dynamics

The ability of call center AI to enhance the quality of consumer engagement are major market drivers for the global call center AI market. Nonetheless, privacy concerns and stringent regulations could be a major market restraint.

The ability of call center AI to enhance the quality of consumer engagement

With recent advances in AI technology, organizations are leveraging AI in their customer service function, shifting their focus from providing customer support services via email or messages to AI-powered chatbots that help improve customer experience and engagement. For instance, Chatbots and Intelligent Virtual Assistants (IVAs) can engage prospects with coupons or savings opportunities, allowing human sales reps to provide that all-important personal touch to close the deal. Similarly, AI can provide call center agents with rich historical data and insights about a customer, allowing them to provide constructive cross-selling and up-selling prospects.

AI-enabled virtual agents and chatbots can also be used by businesses to automate repetitive and manual processes, including order placement, balance inquiries, general inquiries, technical assistance and other customer services. Furthermore, call center AI developers enable enterprises to use AI to enhance and improve their contact centers without requiring extensive AI expertise. Since the implementation of call center AI could improve customer engagement and ease the process of consumer interaction extensively, the demand and other market prospects of the global call center AI market are rising swiftly, driven by the aforementioned parameters.

Privacy concerns and stringent regulations

Data privacy is critical in implementing the AI platform model, which employs AI-based tools such as NLP and ML. Chatbots, for example, require data from users for better guidance, but people are hesitant to share personal information. Furthermore, massive amounts of data are required to create new algorithms and gather information about consumers to connect with them. The major concerns that jeopardize individuals' information protection are data ownership and data privacy. Government authorities in various regions have enacted various data security laws and regulations. As a result, businesses must keep up with the changing rules and data-related regulations.

COVID-19 Impact Analysis

Though the COVID-19 crisis has put us in an unparalleled and uncertain situation, it has provided mankind with some certainty regarding future demands. Because of the COVID-19 crisis, humans were able to bring effective virtualization-based solutions to an increasing number of applications and people. COVID-19, like previous generations' crises, allows us to use our collective will to catalyze innovation, write history and leave a safer world for future generations. New technologies such as call center AI can improve all levels of customer interactions across all industries and benefit from the recent digitalization trend triggered by the COVID-19 pandemic. Even though COVID-19 has impacted all enterprises across industries, enterprise innovation has not stopped. As a result, despite the minor slowdown, the call center AI market will boom in the future.

Segment Analysis

The global call center AI market is classified based on component, deployment mode, mode of channel, application, end-user and region.

The flexibility and efficiency of the cloud-based sector allow it to dominate the market

Though cloud-based call center AI poses challenges such as security and safety, transformation sophistication, performance, legal regulations and reliability, cloud-based call center AI solution deployment is critical because it provides a flexible and efficient infrastructure for managing multiple devices and analyzing suggestions of customers as well as partners. Further, cloud deployment makes it easier to implement call center AI solutions. As a result, the cloud sector of the deployment segment dominates the global call center AI market.

Geographical Analysis

Growing innovations and their adoptions in the field of technology boost the call center AI market in Asia-Pacific

Innovation and productivity are the two most important factors contributing to a market's competitiveness. According to the data, AI is expected to nearly double the rate of innovation, customer engagement and employee productivity in Asia-Pacific in the near future. As a result, it is not surprising that business leaders in Asia-Pacific recognize the value of AI in driving organizational growth, with almost 80% agreeing to thew the fact that AI would play a role in an organization's competitiveness over the next three years.

Microsoft has assisted organizations in Asia-Pacific, including OOCL, Apollo Hospitals and Northern Territory Fisheries, in leveraging AI as the core and key catalyst of their strategic plan over the last year. Since AI has genuine, tangible potential to drive the next phase of economic growth in the Asia-Pacific, the respective region is recognized as the dominant force in the regional segment of the global call center AI market.

Competitive Landscape

Though, in terms of global and local producer numbers and strengths, the global call center AI market is niche currently, the market is growing at a tremendous rate. Further, the technological giants in the market such as Microsoft, IBM, AWS, SAP, Google, Avaya, NICE, Nuance Communications, Genesysand 8x8 make the market extremely competitive. The market is fragmented and pivotal stakeholders use tactics such as mergers, acquisitions, product launches, contributions and collaborations to gain a competitive advantage and recognition in their respective markets.

IBM

Overview: AI, BlockChain, Cloud Computing, Data Analytics, IT Infrastructure, Security, supply chain, Business Operation and supply chain are the nine product and solution categories offered by International Business Machines Corporation. The company provides services in 19 industries, including automotive, aerospace, education and electronics. The company operates in over 175 countries and has expanded into Americas, Africa, Asia Pacific, Europe and the Middle East. The company provides over 170 cloud products divided into 18 categories.

Product Portfolio:

Watson Assistant: The product is a call center AI that focuses on business with seamless integration. Watson Assistant has ample industry experience connecting call centers seamlessly and can improve customer satisfaction, empower live agents and lower support costs via pre-packaged solutions.

Key Development:

On September 9, 2021, IBM announced the new Watson Assistant capabilities that allow customers to build conversational interfaces into apps, devices and channels. The new features make configuring and testing Watson Assistant voice agents easier and provide a flawless handoff to a live agent.

Why Purchase the Report?

  • To visualize the global call center AI market segmentation based on component, deployment mode, mode of channel, application, end-user and region, as well as understand key commercial assets and players.
  • Identify commercial opportunities in the global call center AI market by analyzing trends and co-development.
  • Excel data sheet with numerous data points of call center AI market-level with four segments.
  • PDF report consisting of cogently put together market analysis after exhaustive qualitative interviews and in-depth market study.
  • Product mapping available as excel consisting of key products of all the major market players

The global call center AI market report would provide approximately 76 tables, 87 figures and almost 205 pages.

Application Audience 2023

  • Manufacturers/ Buyers
  • Industry Investors/Investment Bankers
  • Research Professionals
  • Emerging Companies

Table of Contents

1. Global Call Center AI Market - Methodology and Scope

  • 1.1. Research Methodology
  • 1.2. Research Objective and Scope of the Report

2. Global Call Center AI Market - Market Definition and Overview

3. Global Call Center AI Market - Executive Summary

  • 3.1. Market Snippet by Component
  • 3.2. Market Snippet by Deployment Mode
  • 3.3. Market Snippet by Mode of Channel
  • 3.4. Market Snippet by Application
  • 3.5. Market Snippet by End-User
  • 3.6. Market Snippet by Region

4. Global Call Center AI Market-Market Dynamics

  • 4.1. Market Impacting Factors
    • 4.1.1. Drivers
      • 4.1.1.1. The ability of call center AI to enhance the quality of consumer engagement
      • 4.1.1.2. XX
    • 4.1.2. Restraints
      • 4.1.2.1. Privacy concerns and stringent regulations
      • 4.1.2.2. XX
    • 4.1.3. Opportunity
      • 4.1.3.1. XX
    • 4.1.4. Impact Analysis

5. Global Call Center AI Market - Industry Analysis

  • 5.1. Porter's Five Forces Analysis
  • 5.2. Supply Chain Analysis
  • 5.3. Pricing Analysis
  • 5.4. Regulatory Analysis

6. Global Call Center AI Market - COVID-19 Analysis

  • 6.1. Analysis of COVID-19 on the Market
    • 6.1.1. Before COVID-19 Market Scenario
    • 6.1.2. Present COVID-19 Market Scenario
    • 6.1.3. After COVID-19 or Future Scenario
  • 6.2. Pricing Dynamics Amid COVID-19
  • 6.3. Demand-Supply Spectrum
  • 6.4. Government Initiatives Related to the Market During Pandemic
  • 6.5. Manufacturers Strategic Initiatives
  • 6.6. Conclusion

7. Global Call Center AI Market - By Component

  • 7.1. Introduction
    • 7.1.1. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
    • 7.1.2. Market Attractiveness Index, By Component
  • 7.2. Solutions*
    • 7.2.1. Introduction
    • 7.2.2. Market Size Analysis and Y-o-Y Growth Analysis (%)
  • 7.3. Services

8. Global Call Center AI Market - By Deployment Mode

  • 8.1. Introduction
    • 8.1.1. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
    • 8.1.2. Market Attractiveness Index, By Deployment Mode
  • 8.2. Cloud*
    • 8.2.1. Introduction
    • 8.2.2. Market Size Analysis and Y-o-Y Growth Analysis (%)
  • 8.3. On-premises

9. Global Call Center AI Market - By Mode of Channel

  • 9.1. Introduction
    • 9.1.1. Market Size Analysis and Y-o-Y Growth Analysis (%), By Mode of Channel
    • 9.1.2. Market Attractiveness Index, By Mode of Channel
  • 9.2. Phone*
    • 9.2.1. Introduction
    • 9.2.2. Market Size Analysis and Y-o-Y Growth Analysis (%)
  • 9.3. Social Media
  • 9.4. Chat
  • 9.5. Email or Text
  • 9.6. Website
  • 9.7. Others

10. Global Call Center AI Market - By Application

  • 10.1. Introduction
    • 10.1.1. Market Size Analysis and Y-o-Y Growth Analysis (%), By Application
    • 10.1.2. Market Attractiveness Index, By Application
  • 10.2. Workforce Optimization*
    • 10.2.1. Introduction
    • 10.2.2. Market Size Analysis and Y-o-Y Growth Analysis (%)
  • 10.3. Predictive Call Routing
  • 10.4. Journey Orchestration
  • 10.5. Agent Performance Management
  • 10.6. Sentiment Analysis
  • 10.7. Appointment Scheduling
  • 10.8. Others

11. Global Call Center AI Market - By End-User

  • 11.1. Introduction
    • 11.1.1. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User
    • 11.1.2. Market Attractiveness Index, By End-User
  • 11.2. BFSI*
    • 11.2.1. Introduction
    • 11.2.2. Market Size Analysis and Y-o-Y Growth Analysis (%)
  • 11.3. Media & Entertainment
  • 11.4. Retail & eCommerce
  • 11.5. Healthcare & Life Sciences
  • 11.6. Travel & Hospitality
  • 11.7. IT & Telecom
  • 11.8. Transportation & Logistics
  • 11.9. Others

12. Global Call Center AI Market - By Region

  • 12.1. Introduction
    • 12.1.1. Market Size Analysis and Y-o-Y Growth Analysis (%), By Region
    • 12.1.2. Market Attractiveness Index, By Region
  • 12.2. North America
    • 12.2.1. Introduction
    • 12.2.2. Key Region-Specific Dynamics
    • 12.2.3. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
    • 12.2.4. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
    • 12.2.5. Market Size Analysis and Y-o-Y Growth Analysis (%), By Mode of Channel
    • 12.2.6. Market Size Analysis and Y-o-Y Growth Analysis (%), By Application
    • 12.2.7. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User
    • 12.2.8. Market Size Analysis and Y-o-Y Growth Analysis (%), By Country
      • 12.2.8.1. U.S.
      • 12.2.8.2. Canada
      • 12.2.8.3. Mexico
  • 12.3. Europe
    • 12.3.1. Introduction
    • 12.3.2. Key Region-Specific Dynamics
    • 12.3.3. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
    • 12.3.4. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
    • 12.3.5. Market Size Analysis and Y-o-Y Growth Analysis (%), By Mode of Channel
    • 12.3.6. Market Size Analysis and Y-o-Y Growth Analysis (%), By Application
    • 12.3.7. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User
    • 12.3.8. Market Size Analysis and Y-o-Y Growth Analysis (%), By Country
      • 12.3.8.1. Germany
      • 12.3.8.2. UK
      • 12.3.8.3. France
      • 12.3.8.4. Italy
      • 12.3.8.5. Russia
      • 12.3.8.6. Rest of Europe
  • 12.4. South America
    • 12.4.1. Introduction
    • 12.4.2. Key Region-Specific Dynamics
    • 12.4.3. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
    • 12.4.4. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
    • 12.4.5. Market Size Analysis and Y-o-Y Growth Analysis (%), By Mode of Channel
    • 12.4.6. Market Size Analysis and Y-o-Y Growth Analysis (%), By Application
    • 12.4.7. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User
    • 12.4.8. Market Size Analysis and Y-o-Y Growth Analysis (%), By Country
      • 12.4.8.1. Brazil
      • 12.4.8.2. Argentina
      • 12.4.8.3. Rest of South America
  • 12.5. Asia-Pacific
    • 12.5.1. Introduction
    • 12.5.2. Key Region-Specific Dynamics
    • 12.5.3. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
    • 12.5.4. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
    • 12.5.5. Market Size Analysis and Y-o-Y Growth Analysis (%), By Mode of Channel
    • 12.5.6. Market Size Analysis and Y-o-Y Growth Analysis (%), By Application
    • 12.5.7. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User
    • 12.5.8. Market Size Analysis and Y-o-Y Growth Analysis (%), By Country
      • 12.5.8.1. China
      • 12.5.8.2. India
      • 12.5.8.3. Japan
      • 12.5.8.4. Australia
      • 12.5.8.5. Rest of Asia-Pacific
  • 12.6. Middle East and Africa
    • 12.6.1. Introduction
    • 12.6.2. Key Region-Specific Dynamics
    • 12.6.3. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
    • 12.6.4. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
    • 12.6.5. Market Size Analysis and Y-o-Y Growth Analysis (%), By Mode of Channel
    • 12.6.6. Market Size Analysis and Y-o-Y Growth Analysis (%), By Application
    • 12.6.7. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User

13. Global Call Center AI Market - Competitive Landscape

  • 13.1. Competitive Scenario
  • 13.2. Market Positioning/Share Analysis
  • 13.3. Mergers and Acquisitions Analysis

14. Global Call Center AI Market- Company Profiles

  • 14.1. IBM*
    • 14.1.1. Company Overview
    • 14.1.2. Product Portfolio and Description
    • 14.1.3. Key Highlights
    • 14.1.4. Financial Overview
  • 14.2. Microsoft
  • 14.3. AWS
  • 14.4. SAP
  • 14.5. Google
  • 14.6. Avaya
  • 14.7. NICE
  • 14.8. Nuance Communications
  • 14.9. Genesys
  • 14.10. 8x8

LIST NOT EXHAUSTIVE

15. Global Call Center AI Market - Premium Insights

16. Global Call Center AI Market - DataM

  • 16.1. Appendix
  • 16.2. About Us and Services
  • 16.3. Contact Us