市場調査レポート
商品コード
1074016

コールセンター用AI (人工知能) の世界市場 - 新型コロナウイルス感染症 (COVID-19) の影響分析:コンポーネント別・チャネルモード別・用途別・展開方式別・業種別・地域別の将来予測 (2027年まで)

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

出版日: | 発行: MarketsandMarkets | ページ情報: 英文 295 Pages | 納期: 即納可能 即納可能とは

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価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=129.43円
コールセンター用AI (人工知能) の世界市場 - 新型コロナウイルス感染症 (COVID-19) の影響分析:コンポーネント別・チャネルモード別・用途別・展開方式別・業種別・地域別の将来予測 (2027年まで)
出版日: 2022年05月05日
発行: MarketsandMarkets
ページ情報: 英文 295 Pages
納期: 即納可能 即納可能とは
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  • 概要
  • 目次
概要

世界のコールセンター用AI (人工知能) の市場規模は、2022年の16億米ドルから、2027年までに41億米ドルに成長すると予測されています。

また、予測期間中のCAGRは21.3%となる見通しです。市場の主な促進要因として、顧客サポートサービスの強化を目指した各企業でのAIの開発や、ソーシャルメディアプラットフォーム経由の顧客エンゲージメントの増加、IoT・ソーシャルメディア・画像技術の進歩によるデータ生成量の増加などが挙げられます。

コンポーネント別ではサービス部門が、チャネルモード別ではソーシャルメディアが、用途別ではコールルーティング予測が、最も高いCAGRで成長する見通しです。展開方式別ではクラウド部門が、業種別ではBFSIが、最大の市場規模を有しています。地域別に見ると、アジア太平洋が最も高いCAGRを維持する見込みです。

当レポートでは、世界のコールセンター用AIの市場について分析し、市場の基本構造や最新情勢、主な市場促進・抑制要因、市場動向の見通し、コンポーネント別・組織規模別・チャネルモード別・展開方式別・用途別・業種別・地域別の詳細動向、市場競争の状態、主要企業のプロファイルなどを調査しております。

目次

第1章 イントロダクション

第2章 分析方法

第3章 エグゼクティブサマリー

第4章 重要考察

第5章 市場概略

  • イントロダクション
  • 市場力学
    • 市場促進要因
    • 市場抑制要因
    • 市場機会
    • 課題
    • 累積成長分析
  • 産業動向
    • コールセンター用AI市場:進化
    • エコシステム
    • サプライチェーン分析
    • コールセンター用AI市場:COVID-19の影響
    • コールセンター用AI市場のバイヤー/顧客に影響を与える傾向/ディスラプション
    • ケーススタディ分析
    • 技術分析
    • 特許分析
    • 価格モデル分析 (2021年)
    • ポーターのファイブフォース分析
    • シナリオ
  • 規制の影響
  • 主要な利害関係者と購入基準
  • 主要な会議とイベント (2022年~2023年)
  • 規制状況

第6章 コールセンター用AI市場:コンポーネント別

  • イントロダクション
  • ソリューション
    • プラットホーム
    • ソフトウェアツール
  • サービス
    • 専門サービス
    • マネージドサービス

第7章 コールセンター用AI市場:組織規模別

  • イントロダクション
  • 大企業
  • 中小企業

第8章 コールセンター用AI市場:チャネルモード別

  • イントロダクション
  • 電話
  • ソーシャルメディア
  • チャット
  • メール・テキスト
  • Webサイト

第9章 コールセンター用AI市場:展開方式別

  • イントロダクション
  • クラウド
  • オンプレミス

第10章 コールセンター用AI市場:用途別

  • イントロダクション
  • ワークフォース最適化
  • コールルーティング予測
  • ジャーニーオーケストレーション
  • 担当者のパフォーマンス管理
  • 感情分析
  • 予定のスケジューリング
  • その他の用途

第11章 コールセンター用AI市場:業種別

  • イントロダクション
  • 銀行・金融サービス・保険 (BFSI)
  • メディア・エンターテインメント
  • 小売業・eコマース
  • 医療・ライフサイエンス
  • 旅行業・ホスピタリティ
  • IT・通信
  • 運輸業・ロジスティクス
  • その他の業種

第12章 コールセンター用AI市場:地域別

  • イントロダクション
  • 北米
    • 米国
    • カナダ
  • 欧州
    • 英国
    • ドイツ
    • フランス
    • 他の欧州諸国
  • アジア太平洋
    • インド
    • 日本
    • 中国
    • タイ
    • 他のアジア太平洋諸国
  • 中東・アフリカ
    • サウジアラビア王国
    • アラブ首長国連邦
    • 南アフリカ
    • 他の中東・アフリカ諸国
  • ラテンアメリカ
    • ブラジル
    • メキシコ
    • 他のラテンアメリカ諸国

第13章 競合情勢

  • 概要
  • 主要企業の戦略
  • 収益分析
  • 市場シェア分析
  • 企業評価クアドラント
  • 競合ベンチマーキング
    • 企業別の製品フットプリント
  • スタートアップ/中小企業の評価クアドラント
  • スタートアップ/中小企業の競合ベンチマーキング
  • 競合シナリオと動向
    • 製品の発売
    • 資本取引

第14章 企業プロファイル

  • イントロダクション
  • 主要企業
    • IBM
    • MICROSOFT
    • ORACLE
    • AWS
    • GOOGLE
    • SAP
    • AVAYA
    • NICE
    • NUANCE COMMUNICATIONS
    • GENESYS
    • 8X8
    • ARTIFICIAL SOLUTIONS
  • その他の企業
    • RINGCENTRAL
    • TALKDESK
    • DIALPAD
    • TWILIO
    • ZENDESK
    • FIVE9
    • KORE.AI
    • INBENTA
    • CREATIVE VIRTUAL
  • スタートアップ/中小企業
    • HAPTIK
    • RULAI
    • PYPESTREAM
    • AVAAMO
    • SENSEFORTH.AI
    • OBSERVE.AI
    • YELLOW.AI
    • ULTIMATE.AI
    • COGNIGY

第15章 隣接・関連市場

  • イントロダクション
  • 会話型AI市場:世界市場の予測 (2026年まで)
  • チャットボット市場:世界市場の予測 (2026年まで)

第16章 付録

目次
Product Code: TC 7161

The global Call Center AI Market size is to grow from USD 1.6 billion in 2022 to USD 4.1 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.3% during the forecast period. The major factors driving the growth of the Call Center AI Market are the advent of AI by organizations to offer enhanced customer support services is driving the growth of the call center AI market. Additionally, growth in customer engagement through social media platforms and increased data generation through the Internet of Things (IoT), social media, and advancements in imaging technologies are also among the factors driving the call center AI market growth. However, unsupervised self-learning of chatbots is a major restraining factor for the adoption of call center AI solutions, as self-training of autonomous virtual agents through complex data and unsupervised learning algorithms is a very difficult task.

With COVID-19 spreading worldwide, global organizations with people who frequently travel internationally can leverage the use of mobile devices for important communications. Organizations can help keep those users who live abroad to handle potential risks by leveraging call center AI solutions to handle customers' queries in real-time. The call center AI market is expected to witness a slowdown in 2020 due to the global lockdown, which is impacting global manufacturing, supply chains, and logistics. The manufacturing, transportation & logistics, and retail & consumer goods sectors have been most severely affected. The availability of essential items has also been impacted due to the lack of manpower to work on production lines, supply chains, and transportation, even though essential items are exempted from the lockdown. The situation is expected to come under control by early 2021.

The services segment is projected to grow at a higher CAGR during the forecast period

The services segment is projected to grow at a higher CAGR during the forecast period. This can be attributed to the need for determining the time and cost required to install the solution that requires fully managed call center AI services. Call center AI solutions ensure the strengthening of customer relationships, resulting in increased first call resolution rate and improved customer experience.

The large enterprises segment will hold the larger market share during the forecast period

The large enterprises segment is estimated to hold a larger market share in 2022. Large enterprises focus on solutions to effectively manage complex business processes to enhance customer engagement. Hence, these organizations are using call center AI solutions to effectively manage complex operations. 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.

The social media segment is to grow at the highest CAGR during the forecast period

The social media segment is estimated to grow at the highest CAGR during the forecast period due to the rising demand for social media used in sentiment analysis that helps understand customer perceptions about the brand. It also helps amplify customer service quickly through shares and likes. The phone mode of channel is expected to hold the largest share in 2022 due to the rising penetration of smartphones users across the globe.

The cloud segment is expected hold larger market size during the forecast period

The cloud segment is expected to hold larger market size 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 of 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.

The predictive call routing segment is expected to have the highest CAGR during the forecast period

The predictive call routing segment is expected to have the highest CAGR during the forecast period. The predictive call routing application ensures the highest possibility of first contact resolution (FCR) and prevents overburdening agents by adapting to their existing call queue in the call center AI market.

The BFSI segment is expected to hold the largest market size during the forecast period

The BFSI segment is projected to hold the largest market size during the forecast period. The growth of this vertical is attributed to the increased adoption of call center AI solutions by financial institutions, which helps them flawlessly connect with customers, improve customer experience, and lowers customer churn. The growth of the segment is attributed to the rising need to protect businesses from costly regulatory litigations and reputational risks due to fraudulent activities while storing and managing customer information and serving customers.

Among regions, APAC holds the highest CAGR during the forecast period

The market in the Asia Pacific is expected to grow at the highest CAGR during the forecast period due to the increasing penetration of advanced technologies, rising GDP of countries, and high density of contact center outsourcing operations. Asia Pacific consists of emerging economies, such as China, Japan, and India, where call center AI solutions are being deployed at a large scale due to the presence of a lot of data centers and a high density of BPO operations. Moreover, the demand for cloud-based call center AI solutions by business enterprises is expected to enhance the customer experience in the region.

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 OBJECTIVES OF STUDY
  • 1.2 MARKET DEFINITION
    • 1.2.1 INCLUSIONS AND EXCLUSIONS
  • 1.3 MARKET SCOPE
    • 1.3.1 MARKET SEGMENTATION
    • 1.3.2 REGIONS COVERED
    • 1.3.3 YEARS CONSIDERED
  • 1.4 CURRENCY CONSIDERED
    • TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2018-2020
  • 1.5 STAKEHOLDERS
  • 1.6 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY

  • 2.1 RESEARCH DATA
    • FIGURE 1 CALL CENTER AI MARKET: RESEARCH DESIGN
    • 2.1.1 SECONDARY DATA
    • 2.1.2 PRIMARY DATA
    • TABLE 2 PRIMARY INTERVIEWS
      • 2.1.2.1 Breakup of primary profiles
      • 2.1.2.2 Key industry insights
  • 2.2 MARKET BREAKUP AND DATA TRIANGULATION
    • FIGURE 2 DATA TRIANGULATION
  • 2.3 MARKET SIZE ESTIMATION
    • FIGURE 3 CALL CENTER AI MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
    • 2.3.1 TOP-DOWN APPROACH
    • 2.3.2 BOTTOM-UP APPROACH
    • FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY-SIDE): REVENUE FROM SOLUTIONS/SERVICES OF CALL CENTER AI MARKET
    • FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY- APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CALL CENTER AI MARKET
    • FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CALL CENTER AI MARKET
    • FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CALL CENTER AI THROUGH OVERALL CALL CENTER AI SPENDING
  • 2.4 MARKET FORECAST
    • TABLE 3 FACTOR ANALYSIS
  • 2.5 COMPANY EVALUATION MATRIX METHODOLOGY
    • FIGURE 8 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE
  • 2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY
    • FIGURE 9 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
  • 2.7 ASSUMPTIONS FOR STUDY
  • 2.8 LIMITATIONS OF STUDY
  • 2.9 IMPLICATIONS OF COVID-19 ON CALL CENTER AI MARKET
    • FIGURE 10 QUARTERLY IMPACT OF COVID-19 DURING 2020-2021

3 EXECUTIVE SUMMARY

    • TABLE 4 GLOBAL CALL CENTER AI MARKET SIZE AND GROWTH RATE, 2016-2021 (USD MILLION, Y-O-Y %)
    • TABLE 5 GLOBAL CALL CENTER AI MARKET SIZE AND GROWTH RATE, 2022-2027 (USD MILLION, Y-O-Y %)
    • FIGURE 11 CALL CENTER AI MARKET SNAPSHOT, BY COMPONENT
    • FIGURE 12 CALL CENTER AI MARKET SNAPSHOT, BY SOLUTION
    • FIGURE 13 CALL CENTER AI MARKET SNAPSHOT, BY SERVICE
    • FIGURE 14 CALL CENTER AI MARKET SNAPSHOT, BY PROFESSIONAL SERVICE
    • FIGURE 15 CALL CENTER AI MARKET SNAPSHOT, BY MODE OF CHANNEL
    • FIGURE 16 CALL CENTER AI MARKET SNAPSHOT, BY DEPLOYMENT MODE
    • FIGURE 17 CALL CENTER AI MARKET SNAPSHOT, BY ORGANIZATION SIZE
    • FIGURE 18 CALL CENTER AI MARKET SNAPSHOT, BY APPLICATION
    • FIGURE 19 CALL CENTER AI MARKET SNAPSHOT, BY VERTICAL
    • FIGURE 20 CALL CENTER AI MARKET SNAPSHOT, BY REGION

4 PREMIUM INSIGHTS

  • 4.1 ATTRACTIVE MARKET OPPORTUNITIES IN CALL CENTER AI MARKET
    • FIGURE 21 ADVENT OF AI IN CALL CENTER OFFERING ENHANCED CUSTOMER SUPPORT SERVICES AND EXPERIENCE TO DRIVE GROWTH OF MARKET
  • 4.2 CALL CENTER AI MARKET: TOP THREE APPLICATIONS
    • FIGURE 22 PREDICTIVE CALL ROUTING SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • 4.3 CALL CENTER AI MARKET: BY REGION
    • FIGURE 23 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2022
  • 4.4 CALL CENTER AI MARKET IN NORTH AMERICA, BY TOP THREE APPLICATIONS AND MODE OF CHANNELS
    • FIGURE 24 PHONE MODE OF CHANNELS AND WORKFORCE OPTIMIZATION APPLICATION TO ACCOUNT FOR LARGEST SHARES IN CALL CENTER AI MARKET IN 2022

5 MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1 INTRODUCTION
  • 5.2 MARKET DYNAMICS
    • FIGURE 25 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CALL CENTER AI MARKET
    • 5.2.1 DRIVERS
      • 5.2.1.1 Advent of AI in call center to offer enhanced customer support services and better experience
      • 5.2.1.2 Rising development in customer engagement through social media platforms
      • 5.2.1.3 Increased data generation
    • 5.2.2 RESTRAINTS
      • 5.2.2.1 Unsupervised learning
    • 5.2.3 OPPORTUNITIES
      • 5.2.3.1 Advancements in AI and ML to facilitate real-time actionable insights
      • 5.2.3.2 Integration of gesture recognition with AI-based chatbots and IVAs
    • 5.2.4 CHALLENGES
      • 5.2.4.1 Data privacy and security concerns during pandemic
      • 5.2.4.2 Lack of skilled workforce to articulate business operations
      • 5.2.4.3 Preference for online chat over chatbots
      • 5.2.4.4 Slow digitization across emerging economies
    • 5.2.5 CUMULATIVE GROWTH ANALYSIS
  • 5.3 INDUSTRY TRENDS
    • 5.3.1 CALL CENTER AI MARKET: EVOLUTION
    • FIGURE 26 EVOLUTION OF CALL CENTER AI MARKET
    • 5.3.2 ECOSYSTEM
    • FIGURE 27 CALL CENTER AI MARKET: ECOSYSTEM
    • 5.3.3 SUPPLY CHAIN ANALYSIS
    • FIGURE 28 SUPPLY CHAIN ANALYSIS
    • TABLE 6 CALL CENTER AI MARKET: SUPPLY CHAIN
    • 5.3.4 CALL CENTER AI MARKET: COVID-19 IMPACT
    • FIGURE 29 CALL CENTER AI MARKET TO WITNESS MINIMAL SLOWDOWN IN GROWTH IN 2020
    • 5.3.5 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS OF CALL CENTER AI MARKET
    • FIGURE 30 CALL CENTER AI MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS
    • 5.3.6 CASE STUDY ANALYSIS
      • 5.3.6.1 Citibot used Amazon Lex to build conversational interfaces for text and voice applications
      • 5.3.6.2 OSU University used Amazon Connect and QnABot to provide seamless experience across voice and chat for customers and agents
      • 5.3.6.3 Oscar Health chose CXone Workforce Management Enterprise to minimize administrative burden and focus on scheduling and forecasting
      • 5.3.6.4 PLDT turned to Oracle Digital Assistant running on Oracle Cloud Infrastructure to power its self-service chatbot
      • 5.3.6.5 ECHO chose Oracle Digital Assistant to help improve customer experience
      • 5.3.6.6 Firefly Health switched to Dialpad to get new information quickly
      • 5.3.6.7 SolarZero used Dialpad to have a modern phone system that is highly reliable and does not drop calls
      • 5.3.6.8 Standard Chartered used Avaya OneCloud to achieve personalized and consistent client service
      • 5.3.6.9 Preferred Home Care used Avaya Cloud Office to be able to reach patients during an outage or other crisis
      • 5.3.6.10 Vodafone selected Amazon Connect to simplify contact center operations by drawing on AI and ML
    • 5.3.7 TECHNOLOGY ANALYSIS
      • 5.3.7.1 ML and deep learning
      • 5.3.7.2 Natural Language Processing
      • 5.3.7.3 Automatic speech recognition
      • 5.3.7.4 Cloud computing
    • 5.3.8 PATENT ANALYSIS
      • 5.3.8.1 Methodology
      • 5.3.8.2 Document Type
    • TABLE 7 PATENTS FILED, 2018-2022
      • 5.3.8.3 Innovation and patent applications
    • FIGURE 31 TOTAL NUMBER OF PATENTS GRANTED IN ONE YEAR, 2018-2022
      • 5.3.8.4 Top applicants
    • FIGURE 32 TOP 10 COMPANIES WITH HIGHEST NUMBER OF PATENT APPLICATIONS, 2018-2022
    • 5.3.9 PRICING MODEL ANALYSIS, 2021
    • TABLE 8 CALL CENTER AI MARKET: PRICING MODEL ANALYSIS, 2021
    • 5.3.10 PORTER'S FIVE FORCES ANALYSIS
    • TABLE 9 IMPACT OF EACH FORCE ON CALL CENTER AI MARKET
    • FIGURE 33 PORTER'S FIVE FORCES ANALYSIS
      • 5.3.10.1 Threat of new entrants
      • 5.3.10.2 Threat of substitutes
      • 5.3.10.3 Bargaining power of suppliers
      • 5.3.10.4 Bargaining power of buyers
      • 5.3.10.5 Rivalry among existing competitors
    • 5.3.11 SCENARIO
    • TABLE 10 CRITICAL FACTORS TO IMPACT GROWTH OF CALL CENTER AI MARKET
  • 5.4 REGULATORY IMPLICATIONS
    • 5.4.1 GENERAL DATA PROTECTION REGULATION
    • 5.4.2 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT
    • 5.4.3 PAYMENT CARD INDUSTRY DATA SECURITY STANDARD
    • 5.4.4 SARBANES-OXLEY ACT OF 2002
    • 5.4.5 SOC 2 TYPE II COMPLIANCE
    • 5.4.6 ISO/IEC 27001
    • 5.4.7 THE GRAMM-LEACH-BLILEY ACT
  • 5.5 KEY STAKEHOLDERS AND BUYING CRITERIA
    • 5.5.1 KEY STAKEHOLDERS IN BUYING PROCESS
    • FIGURE 34 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS (%)
    • TABLE 11 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS (%)
    • 5.5.2 BUYING CRITERIA
    • FIGURE 35 KEY BUYING CRITERIA
    • TABLE 12 KEY BUYING CRITERIA FOR CALL CENTER AI
  • 5.6 KEY CONFERENCES & EVENTS IN 2022-2023
    • TABLE 13 CONTACT CENTER AI MARKET: DETAILED LIST OF CONFERENCES & EVENTS
  • 5.7 REGULATORY LANDSCAPE
    • 5.7.1 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    • TABLE 14 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    • TABLE 15 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    • TABLE 16 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    • TABLE 17 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    • TABLE 18 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS

6 CALL CENTER AI MARKET, BY COMPONENT

  • 6.1 INTRODUCTION
    • 6.1.1 CALL CENTER AI: COVID-19 IMPACT
    • FIGURE 36 SERVICES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD
    • TABLE 19 CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 20 CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
  • 6.2 SOLUTIONS
    • FIGURE 37 PLATFORM SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD
    • TABLE 21 CALL CENTER AI MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 22 CALL CENTER AI MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • 6.2.1 PLATFORM
      • 6.2.1.1 Rising demand for AI in call centers to enhance agent performance and enable customers
    • TABLE 23 PLATFORM: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 24 PLATFORM: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.2.2 SOFTWARE TOOLS
      • 6.2.2.1 Call center AI software helps in deeper understanding of customers across different contexts and channel modes
    • TABLE 25 SOFTWARE TOOLS: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 26 SOFTWARE TOOLS: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 6.3 SERVICES
    • FIGURE 38 MANAGED SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
    • TABLE 27 CALL CENTER AI MARKET, BY SERVICE, 2016-2021 (USD MILLION)
    • TABLE 28 CALL CENTER AI MARKET, BY SERVICE, 2022-2027 (USD MILLION)
    • TABLE 29 SERVICES: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 30 SERVICES: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.3.1 PROFESSIONAL SERVICES
    • FIGURE 39 SYSTEM INTEGRATION & IMPLEMENTATION SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 31 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY TYPE, 2016-2021 (USD MILLION)
    • TABLE 32 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY TYPE, 2022-2027 (USD MILLION)
    • TABLE 33 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 34 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
      • 6.3.1.1 Training & consulting services
        • 6.3.1.1.1 Training and consulting services help in initial phase of implementing call center AI
    • TABLE 35 TRAINING & CONSULTING SERVICES: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 36 TRAINING & CONSULTING SERVICES: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
      • 6.3.1.2 Support & maintenance
        • 6.3.1.2.1 Support & maintenance services help organizations understand changing business conditions and market trends
    • TABLE 37 SUPPORT & MAINTENANCE SERVICES: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 38 SUPPORT & MAINTENANCE SERVICES: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
      • 6.3.1.3 System integration & implementation services
        • 6.3.1.3.1 System integration & deployment services facilitate integration of devices and software and their deployment
    • TABLE 39 SYSTEM INTEGRATION & IMPLEMENTATION SERVICES: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 40 SYSTEM INTEGRATION & IMPLEMENTATION SERVICES: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.3.2 MANAGED SERVICES
      • 6.3.2.1 Enterprises must ensure provision of certain services for their clients to maintain their market position
    • TABLE 41 MANAGED SERVICES: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 42 MANAGED SERVICES: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)

7 CALL CENTER AI MARKET, BY ORGANIZATION SIZE

  • 7.1 INTRODUCTION
    • FIGURE 40 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD
    • TABLE 43 CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 44 CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 7.2 LARGE ENTERPRISES
    • 7.2.1 FOCUS ON SOLUTIONS TO EFFECTIVELY MANAGE COMPLEX BUSINESS PROCESSES TO ENHANCE CUSTOMER ENGAGEMENT
    • TABLE 45 LARGE ENTERPRISES: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 46 LARGE ENTERPRISES: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 7.3 SMALL AND MEDIUM-SIZED ENTERPRISES
    • 7.3.1 REDUCED OPERATIONAL COSTS, GOVERNMENT SUPPORT, AND ENHANCED IT INFRASTRUCTURE TO INFLUENCE ADOPTION OF CALL CENTER AI SOLUTIONS
    • TABLE 47 SMALL AND MEDIUM-SIZED ENTERPRISES: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 48 SMALL AND MEDIUM-SIZED ENTERPRISES: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)

8 CALL CENTER AI MARKET, BY MODE OF CHANNEL

  • 8.1 INTRODUCTION
    • FIGURE 41 SOCIAL MEDIA SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 49 CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2016-2021 (USD MILLION)
    • TABLE 50 CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2022-2027 (USD MILLION)
  • 8.2 PHONE
    • 8.2.1 PHONE TO BE MOST-USED CUSTOMER SERVICE CHANNEL TO HELP CUSTOMERS GET QUICK RESOLUTION FOR THEIR QUERIES
    • TABLE 51 PHONE: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 52 PHONE: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 8.3 SOCIAL MEDIA
    • 8.3.1 CUSTOMERS USE SOCIAL MEDIA PLATFORMS TO HIGHLIGHT POSITIVE OR NEGATIVE EXPERIENCES THEY HAVE HAD WITH BRANDS
    • TABLE 53 SOCIAL MEDIA: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 54 SOCIAL MEDIA: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 8.4 CHAT
    • 8.4.1 CHAT-BASED CALL CENTER AI SOFTWARE TOOLS TO IMPROVE RESPONSE TIME AND LOWER OPERATIONAL COSTS IN LONG RUN
    • TABLE 55 CHAT: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 56 CHAT: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 8.5 EMAIL OR TEXT
    • 8.5.1 VERSATILE WEBSITE ENGAGEMENT TOOL TO COMMUNICATE PERSONAL CORRESPONDENCE AND ONE-ON-ONE CONVERSATIONS
    • TABLE 57 EMAIL OR TEXT: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 58 EMAIL OR TEXT: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 8.6 WEBSITE
    • 8.6.1 WEBSITE CHAT TO BE MOST COST-EFFECTIVE CHANNEL TO SUPPORT MULTIPLE CUSTOMERS AT ONE TIME
    • TABLE 59 WEBSITE: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 60 WEBSITE: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)

9 CALL CENTER AI MARKET SIZE, BY DEPLOYMENT MODE

  • 9.1 INTRODUCTION
    • FIGURE 42 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING FORECAST PERIOD
    • TABLE 61 CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 62 CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
  • 9.2 CLOUD
    • 9.2.1 CLOUD-BASED CALL CENTER AI SOLUTIONS TO GAIN TRACTION DUE TO THEIR COST-EFFECTIVENESS AND GLOBAL AVAILABILITY
    • TABLE 63 CLOUD: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 64 CLOUD: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.3 ON-PREMISES
    • 9.3.1 DATA PRIVACY CONCERNS AND INCREASING IT INFRASTRUCTURE COSTS TO DRIVE GROWTH OF ON-PREMISES DEPLOYMENT MODE
    • TABLE 65 ON-PREMISES: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 66 ON-PREMISES: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)

10 CALL CENTER AI MARKET, BY APPLICATION

  • 10.1 INTRODUCTION
    • FIGURE 43 PREDICTIVE CALL ROUTING SEGMENT TO REGISTER HIGHEST CAGR DURING THE FORECAST PERIOD
    • TABLE 67 CALL CENTER AI MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 68 CALL CENTER AI MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
  • 10.2 WORKFORCE OPTIMIZATION
    • 10.2.1 WORKFORCE OPTIMIZATION TO MODERNIZE CALL CENTER TECHNOLOGIES AND PLATFORMS
    • TABLE 69 WORKFORCE OPTIMIZATION: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 70 WORKFORCE OPTIMIZATION: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.3 PREDICTIVE CALL ROUTING
    • 10.3.1 PREDICTIVE CALL ROUTING TO USE ARTIFICIAL INTELLIGENCE-BASED CALL CENTER TECHNIQUES AND ANALYTICS
    • TABLE 71 PREDICTIVE CALL ROUTING: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 72 PREDICTIVE CALL ROUTING: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.4 JOURNEY ORCHESTRATION
    • 10.4.1 JOURNEY ORCHESTRATION TO PROVIDE HOLISTIC VIEW OF CUSTOMER INTERACTIONS WITH ORGANIZATION
    • TABLE 73 JOURNEY ORCHESTRATION: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 74 JOURNEY ORCHESTRATION: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.5 AGENT PERFORMANCE MANAGEMENT
    • 10.5.1 GROWING NEED TO MANAGE AND HANDLE AGENT PERFORMANCE TO DRIVE CALL CENTER AI MARKET GROWTH
    • TABLE 75 AGENT PERFORMANCE MANAGEMENT: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 76 AGENT PERFORMANCE MANAGEMENT: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.6 SENTIMENT ANALYSIS
    • 10.6.1 RISING NEED TO AUTOMATE CONTACT CENTER PROCESSES AND GAIN CUSTOMER INSIGHTS TO BOOST CALL CENTER AI GROWTH
    • TABLE 77 SENTIMENT ANALYSIS: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 78 SENTIMENT ANALYSIS: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.7 APPOINTMENT SCHEDULING
    • 10.7.1 NEED TO AUTOMATE MULTIPLE TASKS AND ENHANCE PERSONALIZED CUSTOMER EXPERIENCE TO DRIVE MARKET GROWTH
    • TABLE 79 APPOINTMENT SCHEDULING: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 80 APPOINTMENT SCHEDULING: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.8 OTHER APPLICATIONS
    • TABLE 81 OTHER APPLICATIONS: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 82 OTHER APPLICATIONS: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)

11 CALL CENTER AI MARKET, BY VERTICAL

  • 11.1 INTRODUCTION
    • FIGURE 44 HEALTHCARE & LIFE SCIENCES SEGMENT TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 83 CALL CENTER AI MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 84 CALL CENTER AI MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
  • 11.2 BANKING, FINANCIAL SERVICES, & INSURANCE
    • 11.2.1 CALL CENTER AI SOLUTIONS TO HELP FINANCIAL INSTITUTIONS CONNECT WITH CUSTOMERS AND IMPROVE EXPERIENCE
    • TABLE 85 BANKING, FINANCIAL SERVICES, AND INSURANCE: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 86 BANKING, FINANCIAL SERVICES, AND INSURANCE: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 11.3 MEDIA & ENTERTAINMENT
    • 11.3.1 MEDIA & ENTERTAINMENT FIRMS TO DELIVER SEAMLESS, PERSONAL, AND PROFITABLE EXPERIENCE TO CUSTOMERS
    • TABLE 87 MEDIA & ENTERTAINMENT: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 88 MEDIA & ENTERTAINMENT: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 11.4 RETAIL & ECOMMERCE
    • 11.4.1 CALL CENTER AI SOLUTIONS TO PROVIDE BETTER CUSTOMER SERVICE FOR CUSTOMER LOYALTY AND RETENTION
    • TABLE 89 RETAIL & ECOMMERCE: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 90 RETAIL & ECOMMERCE: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 11.5 HEALTHCARE & LIFE SCIENCES
    • 11.5.1 HEALTHCARE CENTERS TO UTILIZE CALL CENTERS AI SOLUTIONS TO IMPROVE THEIR QUALITY OF SERVICE
    • TABLE 91 HEALTHCARE & LIFE SCIENCES: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 92 HEALTHCARE & LIFESCIENCES: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 11.6 TRAVEL & HOSPITALITY
    • 11.6.1 CALL CENTER AI SOLUTIONS TO HELP CONSUMERS BY PROVIDING RELIABLE ACCESS TO MOST UP-TO-DATE INFORMATION
    • TABLE 93 TRAVEL & HOSPITALITY: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 94 TRAVEL & HOSPITALITY: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 11.7 IT & TELECOM
    • 11.7.1 ENHANCED CUSTOMER SERVICE DELIVERY USING CHATBOTS TO OFFER COMPETITIVE ADVANTAGE TO TELECOM VENDORS
    • TABLE 95 IT & TELECOM: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 96 IT & TELECOM: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 11.8 TRANSPORTATION & LOGISTICS
    • 11.8.1 CALL CENTER AI SOLUTIONS TO SUPPORT TRANSPORTATION AND LOGISTICS FIRMS TO EFFECTIVELY HANDLE COMPLEX INVENTORY AND SUPPLY CHAIN OPERATIONS
    • TABLE 97 TRANSPORTATION & LOGISTICS: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 98 TRANSPORTATION & LOGISTICS: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 11.9 OTHER VERTICALS
    • TABLE 99 OTHER VERTICALS: CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 100 OTHER VERTICALS: CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)

12 CALL CENTER AI MARKET, BY REGION

  • 12.1 INTRODUCTION
    • 12.1.1 COVID-19 IMPACT
    • FIGURE 45 INDIA TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD
    • FIGURE 46 ASIA PACIFIC TO WITNESS HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 101 CALL CENTER AI MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 102 CALL CENTER AI MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 12.2 NORTH AMERICA
    • 12.2.1 NORTH AMERICA: REGULATIONS
      • 12.2.1.1 Personal Information Protection and Electronic Documents Act (PIPEDA)
      • 12.2.1.2 Gramm-Leach-Bliley (GLB) Act
      • 12.2.1.3 Health Insurance Portability and Accountability Act (HIPAA) of 1996
      • 12.2.1.4 Health Level Seven (HL7)
      • 12.2.1.5 Occupational Safety and Health Administration (OSHA)
      • 12.2.1.6 Federal Information Security Management Act (FISMA)
      • 12.2.1.7 Federal Information Processing Standards (NIST)
      • 12.2.1.8 California Consumer Privacy Act (CSPA)
    • FIGURE 47 NORTH AMERICA: MARKET SNAPSHOT
    • TABLE 103 NORTH AMERICA: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 104 NORTH AMERICA: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 105 NORTH AMERICA: CALL CENTER AI MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 106 NORTH AMERICA: CALL CENTER AI MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 107 NORTH AMERICA: CALL CENTER AI MARKET, BY SERVICE, 2016-2021 (USD MILLION)
    • TABLE 108 NORTH AMERICA: CALL CENTER AI MARKET, BY SERVICE, 2022-2027 (USD MILLION)
    • TABLE 109 NORTH AMERICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2016-2021 (USD MILLION)
    • TABLE 110 NORTH AMERICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2022-2027 (USD MILLION)
    • TABLE 111 NORTH AMERICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 112 NORTH AMERICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 113 NORTH AMERICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 114 NORTH AMERICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 115 NORTH AMERICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2016-2021 (USD MILLION)
    • TABLE 116 NORTH AMERICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2022-2027 (USD MILLION)
    • TABLE 117 NORTH AMERICA: CALL CENTER AI MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 118 NORTH AMERICA: CALL CENTER AI MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
    • TABLE 119 NORTH AMERICA: CALL CENTER AI MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 120 NORTH AMERICA: CALL CENTER AI MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 121 NORTH AMERICA: CALL CENTER AI MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 122 NORTH AMERICA: CALL CENTER AI MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 12.2.2 UNITED STATES
      • 12.2.2.1 Reversing trend of local call center establishments to drive adoption of call center AI in US
    • TABLE 123 UNITED STATES: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 124 UNITED STATES: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.2.3 CANADA
      • 12.2.3.1 Increasing acquisitions of companies in Canada by major call center AI players to drive AI market growth
    • TABLE 125 CANADA: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 126 CANADA: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
  • 12.3 EUROPE
    • 12.3.1 EUROPE: REGULATIONS
      • 12.3.1.1 General Data Protection Regulation (GDPR)
      • 12.3.1.2 Payment Card Industry Data Security Standard (PCI DSS)
      • 12.3.1.3 European Committee for Standardization (CEN)
    • TABLE 127 EUROPE: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 128 EUROPE: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 129 EUROPE: CALL CENTER AI MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 130 EUROPE: CALL CENTER AI MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 131 EUROPE: CALL CENTER AI MARKET, BY SERVICE, 2016-2021 (USD MILLION)
    • TABLE 132 EUROPE: CALL CENTER AI MARKET, BY SERVICE, 2022-2027 (USD MILLION)
    • TABLE 133 EUROPE: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2016-2021 (USD MILLION)
    • TABLE 134 EUROPE: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2022-2027 (USD MILLION)
    • TABLE 135 EUROPE: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 136 EUROPE: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 137 EUROPE: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 138 EUROPE: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 139 EUROPE: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2016-2021 (USD MILLION)
    • TABLE 140 EUROPE: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2022-2027 (USD MILLION)
    • TABLE 141 EUROPE: CALL CENTER AI MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 142 EUROPE: CALL CENTER AI MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
    • TABLE 143 EUROPE: CALL CENTER AI MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 144 EUROPE: CALL CENTER AI MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 145 EUROPE: CALL CENTER AI MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 146 EUROPE: CALL CENTER AI MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 12.3.2 UNITED KINGDOM
      • 12.3.2.1 Use of automated digital channels and customer self-service solutions to boost call center AI solutions adoption in UK
    • TABLE 147 UNITED KINGDOM: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 148 UNITED KINGDOM: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.3.3 GERMANY
      • 12.3.3.1 High density of in-house call centers to drive adoption of conversational AI in Germany
    • TABLE 149 GERMANY: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 150 GERMANY: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.3.4 FRANCE
      • 12.3.4.1 Increasing technological development in AI to drive factor adoption of call center AI solutions in France
    • TABLE 151 FRANCE: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 152 FRANCE: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.3.5 REST OF EUROPE
    • TABLE 153 REST OF EUROPE: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 154 REST OF EUROPE: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
  • 12.4 ASIA PACIFIC
    • 12.4.1 ASIA PACIFIC: REGULATIONS
      • 12.4.1.1 Personal Data Protection Act (PDPA)
      • 12.4.1.2 Act on the Protection of Personal Information (APPI)
      • 12.4.1.3 International Organization for Standardization (ISO) 27001
    • FIGURE 48 ASIA PACIFIC: MARKET SNAPSHOT
    • TABLE 155 ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 156 ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 157 ASIA PACIFIC: CALL CENTER AI MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 158 ASIA PACIFIC: CALL CENTER AI MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 159 ASIA PACIFIC: CALL CENTER AI MARKET, BY SERVICE, 2016-2021 (USD MILLION)
    • TABLE 160 ASIA PACIFIC: CALL CENTER AI MARKET, BY SERVICE, 2022-2027 (USD MILLION)
    • TABLE 161 ASIA PACIFIC: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2016-2021 (USD MILLION)
    • TABLE 162 ASIA PACIFIC: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2022-2027 (USD MILLION)
    • TABLE 163 ASIA PACIFIC: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 164 ASIA PACIFIC: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 165 ASIA PACIFIC: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 166 ASIA PACIFIC: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 167 ASIA PACIFIC: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2016-2021 (USD MILLION)
    • TABLE 168 ASIA PACIFIC: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2022-2027 (USD MILLION)
    • TABLE 169 ASIA PACIFIC: CALL CENTER AI MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 170 ASIA PACIFIC: CALL CENTER AI MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
    • TABLE 171 ASIA PACIFIC: CALL CENTER AI MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 172 ASIA PACIFIC: CALL CENTER AI MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 173 ASIA PACIFIC: CALL CENTER AI MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 174 ASIA PACIFIC: CALL CENTER AI MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 12.4.2 INDIA
      • 12.4.2.1 Rising smartphone usage coupled with growing innovations in chatbots or IVAs to boost contact center outsourcing businesses in India
    • TABLE 175 INDIA: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 176 INDIA: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.4.3 JAPAN
      • 12.4.3.1 Advancements in innovative technologies coupled with strong IT infrastructure to drive call center AI market growth in Japan
    • TABLE 177 JAPAN: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 178 JAPAN: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.4.4 CHINA
      • 12.4.4.1 Technological development and rising government support to drive growth of call center AI market in China
    • TABLE 179 CHINA: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 180 CHINA: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.4.5 THAILAND
      • 12.4.5.1 Rising automation and need to improve customer service to drive adoption of call center AI solutions
    • TABLE 181 THAILAND: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 182 THAILAND: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.4.6 REST OF ASIA PACIFIC
    • TABLE 183 REST OF ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 184 REST OF ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
  • 12.5 MIDDLE EAST & AFRICA
    • 12.5.1 MIDDLE EAST & AFRICA: REGULATIONS
      • 12.5.1.1 Israeli Privacy Protection Regulations (Data Security), 5777-2017
      • 12.5.1.2 GDPR Applicability in KSA
      • 12.5.1.3 Protection of Personal Information Act (POPIA)
    • TABLE 185 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 186 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 187 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY SOLUTON, 2016-2021 (USD MILLION)
    • TABLE 188 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 189 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY SERVICE, 2016-2021 (USD MILLION)
    • TABLE 190 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY SERVICE, 2022-2027 (USD MILLION)
    • TABLE 191 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2016-2021 (USD MILLION)
    • TABLE 192 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2022-2027 (USD MILLION)
    • TABLE 193 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 194 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 195 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 196 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 197 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2016-2021 (USD MILLION)
    • TABLE 198 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2022-2027 (USD MILLION)
    • TABLE 199 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 200 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
    • TABLE 201 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 202 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 203 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 204 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 12.5.2 KINGDOM OF SAUDI ARABIA
      • 12.5.2.1 Adoption of technology and transformation to data-driven economy to drive call center AI solutions' growth
    • TABLE 205 KINGDOM OF SAUDI ARABIA: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 206 KINGDOM OF SAUDI ARABIA: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.5.3 UNITED ARAB EMIRATES
      • 12.5.3.1 Increasing trend toward adopting AI and analytics technologies to boost market growth
    • TABLE 207 UNITED ARAB EMIRATES: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 208 UNITED ARAB EMIRATES: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.5.4 SOUTH AFRICA
      • 12.5.4.1 Growing digitalization and rising government support to drive call center AI solutions growth in South African market
    • TABLE 209 SOUTH AFRICA: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 210 SOUTH AFRICA: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.5.5 REST OF MIDDLE EAST & AFRICA
    • TABLE 211 REST OF MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 212 REST OF MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
  • 12.6 LATIN AMERICA
    • 12.6.1 LATIN AMERICA: REGULATIONS
      • 12.6.1.1 Brazil Data Protection Law
      • 12.6.1.2 Argentina Personal Data Protection Law No. 25.326
      • 12.6.1.3 Federal Law on Protection of Personal Data Held by Individuals
    • TABLE 213 LATIN AMERICA: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 214 LATIN AMERICA: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 215 LATIN AMERICA: CALL CENTER AI MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 216 LATIN AMERICA: CALL CENTER AI MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 217 LATIN AMERICA: CALL CENTER AI MARKET, BY SERVICE, 2016-2021 (USD MILLION)
    • TABLE 218 LATIN AMERICA: CALL CENTER AI MARKET, BY SERVICE, 2022-2027 (USD MILLION)
    • TABLE 219 LATIN AMERICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2016-2021 (USD MILLION)
    • TABLE 220 LATIN AMERICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2022-2027 (USD MILLION)
    • TABLE 221 LATIN AMERICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 222 LATIN AMERICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 223 LATIN AMERICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 224 LATIN AMERICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 225 LATIN AMERICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2016-2021 (USD MILLION)
    • TABLE 226 LATIN AMERICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2022-2027 (USD MILLION)
    • TABLE 227 LATIN AMERICA: CALL CENTER AI MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 228 ATIN AMERICA: CALL CENTER AI MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
    • TABLE 229 LATIN AMERICA: CALL CENTER AI MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 230 LATIN AMERICA: CALL CENTER AI MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 231 LATIN AMERICA: CALL CENTER AI MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 232 LATIN AMERICA: CALL CENTER AI MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 12.6.2 BRAZIL
      • 12.6.2.1 Rising need to enhance business efficiency coupled with growing utility of analytics to drive market growth
    • TABLE 233 BRAZIL: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 234 BRAZIL: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.6.3 MEXICO
      • 12.6.3.1 High density of contact center outsourcing and government's AI initiatives to boost adoption of chatbots and IVAs
    • TABLE 235 MEXICO: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 236 MEXICO: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • 12.6.4 REST OF LATIN AMERICA
    • TABLE 237 REST OF LATIN AMERICA: CALL CENTER AI MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 238 REST OF LATIN AMERICA: CALL CENTER AI MARKET, BY COMPONENT, 2022-2027 (USD MILLION)

13 COMPETITIVE LANDSCAPE

  • 13.1 OVERVIEW
  • 13.2 KEY PLAYER STRATEGIES
  • 13.3 REVENUE ANALYSIS
    • FIGURE 49 REVENUE ANALYSIS FOR KEY COMPANIES IN PAST FIVE YEARS
  • 13.4 MARKET SHARE ANALYSIS
    • FIGURE 50 MARKET SHARE ANALYSIS FOR KEY COMPANIES
    • TABLE 239 CALL CENTER AI MARKET: DEGREE OF COMPETITION
  • 13.5 COMPANY EVALUATION QUADRANT
    • 13.5.1 STARS
    • 13.5.2 EMERGING LEADERS
    • 13.5.3 PERVASIVE
    • 13.5.4 PARTICIPANT
    • FIGURE 51 KEY CALL CENTER AI MARKET PLAYERS, COMPANY EVALUATION QUADRANT, 2021
  • 13.6 COMPETITIVE BENCHMARKING
    • 13.6.1 COMPANY PRODUCT FOOTPRINT
    • FIGURE 52 PRODUCT PORTFOLIO ANALYSIS OF TOP PLAYERS IN CALL CENTER AI MARKET
    • FIGURE 53 BUSINESS STRATEGY EXCELLENCE OF TOP PLAYERS IN CALL CENTER AI MARKET
    • TABLE 240 COMPANY COMPONENT FOOTPRINT
    • TABLE 241 COMPANY REGION FOOTPRINT
    • TABLE 242 CALL CENTER AI MARKET: COMPETITIVE BENCHMARKING OF KEY PLAYERS
  • 13.7 STARTUP/SME EVALUATION QUADRANT
    • 13.7.1 PROGRESSIVE COMPANIES
    • 13.7.2 RESPONSIVE COMPANIES
    • 13.7.3 DYNAMIC COMPANIES
    • 13.7.4 STARTING BLOCKS
    • FIGURE 54 STARTUP/SME CALL CENTER AI MARKET EVALUATION QUADRANT, 2021
  • 13.8 STARTUP/SME COMPETITIVE BENCHMARKING
    • 13.8.1 COMPANY PRODUCT FOOTPRINT
    • FIGURE 55 PRODUCT PORTFOLIO ANALYSIS OF STARTUP/SMES IN CALL CENTER AI MARKET
    • FIGURE 56 BUSINESS STRATEGY EXCELLENCE OF STARTUP/SMES IN CALL CENTER AI MARKET
    • TABLE 243 STARTUP/SME COMPANY COMPONENT FOOTPRINT
    • TABLE 244 STARTUP/SME COMPANY REGION FOOTPRINT
    • TABLE 245 CALL CENTER AI MARKET: DETAILED LIST OF KEY STARTUPS/SMES
    • TABLE 246 CALL CENTER AI: COMPETITIVE BENCHMARKING OF KEY STARTUP/SMES
  • 13.9 COMPETITIVE SCENARIO AND TRENDS
    • 13.9.1 PRODUCT LAUNCHES
    • TABLE 247 CALL CENTER AI MARKET: PRODUCT LAUNCHES, 2022-2020
    • 13.9.2 DEALS
    • TABLE 248 CALL CENTER AI MARKET: DEALS, 2021-2022

14 COMPANY PROFILES

  • 14.1 INTRODUCTION
  • 14.2 KEY PLAYERS
  • (Business and financial overview, Products/Solutions/Services Offered, Recent developments, COVID-19 development, MNM view, Key strengths/right to win, Strategic choices made, and Weaknesses and competitive threats)**
    • 14.2.1 IBM
    • TABLE 249 IBM: BUSINESS AND FINANCIAL OVERVIEW
    • FIGURE 57 IBM: COMPANY SNAPSHOT
    • TABLE 250 IBM: SOLUTIONS OFFERED
    • TABLE 251 IBM: SERVICES OFFERED
    • TABLE 252 IBM: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 253 IBM: DEALS
    • 14.2.2 MICROSOFT
    • TABLE 254 MICROSOFT: BUSINESS OVERVIEW
    • FIGURE 58 MICROSOFT: COMPANY SNAPSHOT
    • TABLE 255 MICROSOFT: SOLUTIONS OFFERED
    • TABLE 256 MICROSOFT: SERVICES OFFERED
    • TABLE 257 MICROSOFT: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 258 MICROSOFT: DEALS
    • 14.2.3 ORACLE
    • TABLE 259 ORACLE: BUSINESS OVERVIEW
    • FIGURE 59 ORACLE: COMPANY SNAPSHOT
    • TABLE 260 ORACLE: SOLUTIONS OFFERED
    • TABLE 261 ORACLE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 262 ORACLE: DEALS
    • 14.2.4 AWS
    • TABLE 263 AWS: BUSINESS OVERVIEW
    • FIGURE 60 AWS: COMPANY SNAPSHOT
    • TABLE 264 AWS: SOLUTIONS OFFERED
    • TABLE 265 AWS: SERVICES OFFERED
    • TABLE 266 AWS: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 267 AWS: DEALS AND OTHERS
    • 14.2.5 GOOGLE
    • TABLE 268 GOOGLE: BUSINESS OVERVIEW
    • FIGURE 61 GOOGLE: COMPANY SNAPSHOT
    • TABLE 269 GOOGLE: SOLUTIONS OFFERED
    • TABLE 270 GOOGLE: SERVICES OFFERED
    • TABLE 271 GOOGLE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 272 GOOGLE: DEALS
    • 14.2.6 SAP
    • TABLE 273 SAP: BUSINESS OVERVIEW
    • FIGURE 62 SAP: COMPANY SNAPSHOT
    • TABLE 274 SAP: SOLUTIONS OFFERED
    • TABLE 275 SAP: SERVICES OFFERED
    • TABLE 276 SAP: DEALS
    • 14.2.7 AVAYA
    • TABLE 277 AVAYA: BUSINESS OVERVIEW
    • FIGURE 63 AVAYA: COMPANY SNAPSHOT
    • TABLE 278 AVAYA: SOLUTIONS OFFERED
    • TABLE 279 AVAYA: SERVICES OFFERED
    • TABLE 280 AVAYA: SOLUTION LAUNCHES AND ENHANCEMENTS
    • TABLE 281 AVAYA: DEALS AND OTHERS
    • 14.2.8 NICE
    • TABLE 282 NICE: BUSINESS OVERVIEW
    • FIGURE 64 NICE: COMPANY SNAPSHOT
    • TABLE 283 NICE: SOLUTIONS OFFERED
    • TABLE 284 NICE: SERVICES OFFERED
    • TABLE 285 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 286 NICE: DEALS
    • 14.2.9 NUANCE COMMUNICATIONS
    • TABLE 287 NUANCE COMMUNICATIONS: BUSINESS OVERVIEW
    • FIGURE 65 NUANCE COMMUNICATIONS: COMPANY SNAPSHOT
    • TABLE 288 NUANCE COMMUNICATIONS: SOLUTIONS OFFERED
    • TABLE 289 NUANCE COMMUNICATIONS: SERVICES OFFERED
    • TABLE 290 NUANCE COMMUNICATIONS: SOLUTION LAUNCHES AND ENHANCEMENTS
    • TABLE 291 NUANCE COMMUNICATIONS: DEALS
    • 14.2.10 GENESYS
    • TABLE 292 GENESYS: BUSINESS OVERVIEW
    • TABLE 293 GENESYS: SOLUTIONS OFFERED
    • TABLE 294 GENESYS: SERVICES OFFERED
    • TABLE 295 GENESYS: SOLUTION LAUNCHES AND ENHANCEMENTS
    • TABLE 296 GENESYS: DEALS
    • 14.2.11 8X8
    • TABLE 297 8X8: BUSINESS OVERVIEW
    • FIGURE 66 8X8: COMPANY SNAPSHOT
    • TABLE 298 8X8: SOLUTIONS OFFERED
    • TABLE 299 8X8: SOLUTION LAUNCHES AND ENHANCEMENTS
    • TABLE 300 8X8: DEALS
    • 14.2.12 ARTIFICIAL SOLUTIONS
    • TABLE 301 ARTIFICIAL SOLUTIONS: BUSINESS OVERVIEW
    • FIGURE 67 ARTIFICIAL SOLUTIONS: COMPANY SNAPSHOT
    • TABLE 302 ARTIFICIAL SOLUTIONS: SOLUTIONS OFFERED
    • TABLE 303 ARTIFICIAL SOLUTIONS: SERVICES OFFERED
    • TABLE 304 ARTIFICIAL SOLUTIONS: SOLUTION LAUNCHES AND ENHANCEMENTS
    • TABLE 305 ARTIFICIAL SOLUTIONS: DEALS
  • 14.3 OTHER PLAYERS
    • 14.3.1 RINGCENTRAL
    • 14.3.2 TALKDESK
    • 14.3.3 DIALPAD
    • 14.3.4 TWILIO
    • 14.3.5 ZENDESK
    • 14.3.6 FIVE9
    • 14.3.7 KORE.AI
    • 14.3.8 INBENTA
    • 14.3.9 CREATIVE VIRTUAL
  • 14.4 STARTUPS/SMES
    • 14.4.1 HAPTIK
    • 14.4.2 RULAI
    • 14.4.3 PYPESTREAM
    • 14.4.4 AVAAMO
    • 14.4.5 SENSEFORTH.AI
    • 14.4.6 OBSERVE.AI
    • 14.4.7 YELLOW.AI
    • 14.4.8 ULTIMATE.AI
    • 14.4.9 COGNIGY
  • *Details on Business and financial overview, Products/Solutions/Services Offered, Recent developments, COVID-19 development, MNM view, Key strengths/right to win, Strategic choices made, and Weaknesses and competitive threats might not be captured in case of unlisted companies

15 ADJACENT AND RELATED MARKETS

  • 15.1 INTRODUCTION
  • 15.2 CONVERSATIONAL AI MARKET - GLOBAL FORECAST TO 2026
    • 15.2.1 MARKET DEFINITION
    • 15.2.2 MARKET OVERVIEW
      • 15.2.2.1 Conversational AI market, by component
    • TABLE 306 CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION)
    • TABLE 307 CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2021-2026 (USD MILLION)
      • 15.2.2.2 Conversational AI market, by type
    • TABLE 308 CONVERSATIONAL AI MARKET SIZE, BY TYPE, 2016-2020 (USD MILLION)
    • TABLE 309 CONVERSATIONAL AI MARKET SIZE, BY TYPE, 2021-2026 (USD MILLION)
      • 15.2.2.3 Conversational AI market, by deployment mode
    • TABLE 310 CONVERSATIONAL AI MARKET SIZE, BY DEPLOYMENT MODE, 2016-2020 (USD MILLION)
    • TABLE 311 CONVERSATIONAL AI MARKET SIZE, BY DEPLOYMENT MODE, 2021-2026 (USD MILLION)
      • 15.2.2.4 Conversational AI market, by organization size
    • TABLE 312 CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION)
    • TABLE 313 CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE, 2021-2026 (USD MILLION)
      • 15.2.2.5 Conversational AI market, by mode of integration
    • TABLE 314 CONVERSATIONAL AI MARKET SIZE, BY MODE OF INTEGRATION, 2016-2020 (USD MILLION)
    • TABLE 315 CONVERSATIONAL AI MARKET SIZE, BY MODE OF INTEGRATION, 2021-2026 (USD MILLION)
      • 15.2.2.6 Conversational AI market, by business function
    • TABLE 316 CONVERSATIONAL AI MARKET SIZE, BY BUSINESS FUNCTION, 2016-2020 (USD MILLION)
    • TABLE 317 CONVERSATIONAL AI MARKET SIZE, BY BUSINESS FUNCTION, 2021-2026 (USD MILLION)
      • 15.2.2.7 Conversational AI market, by vertical
    • TABLE 318 CONVERSATIONAL AI MARKET SIZE, BY VERTICAL, 2016-2020 (USD MILLION)
    • TABLE 319 CONVERSATIONAL AI MARKET SIZE, BY VERTICAL, 2021-2026 (USD MILLION)
      • 15.2.2.8 Conversational AI market, by region
    • TABLE 320 CONVERSATIONAL AI MARKET SIZE, BY REGION, 2016-2020 (USD MILLION)
    • TABLE 321 CONVERSATIONAL AI MARKET SIZE, BY REGION, 2021-2026 (USD MILLION)
  • 15.3 CHATBOT MARKET - GLOBAL FORECAST TO 2026
    • 15.3.1 MARKET DEFINITION
    • 15.3.2 MARKET OVERVIEW
      • 15.3.2.1 Chatbot market, by component
    • TABLE 322 CHATBOT MARKET SIZE, BY COMPONENT, 2015-2019 (USD MILLION)
    • TABLE 323 CHATBOT MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION)
      • 15.3.2.2 Chatbot market, by type
    • TABLE 324 CHATBOT MARKET SIZE, BY TYPE, 2015-2019 (USD MILLION)
    • TABLE 325 CHATBOT MARKET SIZE, BY TYPE, 2020-2026 (USD MILLION)
      • 15.3.2.3 Chatbot market, by deployment mode
    • TABLE 326 CHATBOT MARKET SIZE, BY DEPLOYMENT MODE, 2015-2019 (USD MILLION)
    • TABLE 327 CHATBOT MARKET SIZE, BY DEPLOYMENT MODE, 2020-2026 (USD MILLION)
      • 15.3.2.4 Chatbot market, by channel integration
    • TABLE 328 CHATBOT MARKET SIZE, BY CHANNEL INTEGRATION, 2015-2019 (USD MILLION)
    • TABLE 329 CHATBOT MARKET SIZE, BY CHANNEL INTEGRATION, 2020-2026 (USD MILLION)
      • 15.3.2.5 Chatbot market, by business function
    • TABLE 330 CHATBOT MARKET SIZE, BY BUSINESS FUNCTION, 2015-2019 (USD MILLION)
    • TABLE 331 CHATBOT MARKET SIZE, BY BUSINESS FUNCTION, 2020-2026 (USD MILLION)
      • 15.3.2.6 Chatbot market, by application
    • TABLE 332 CHATBOT MARKET SIZE, BY APPLICATION, 2015-2019 (USD MILLION)
    • TABLE 333 CHATBOT MARKET SIZE, BY APPLICATION, 2020-2026 (USD MILLION)
      • 15.3.2.7 Chatbot market, by vertical
    • TABLE 334 CHATBOT MARKET SIZE, BY VERTICAL, 2015-2019 (USD MILLION)
    • TABLE 335 CHATBOT MARKET SIZE, BY VERTICAL, 2020-2026 (USD MILLION)
      • 15.3.2.8 Chatbot market, by region
    • TABLE 336 CHATBOT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 337 CHATBOT MARKET SIZE, BY REGION, 2020-2026 (USD MILLION)

16 APPENDIX

  • 16.1 INDUSTRY EXPERTS
  • 16.2 DISCUSSION GUIDE
  • 16.3 KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 16.4 AVAILABLE CUSTOMIZATIONS
  • 16.5 RELATED REPORTS
  • 16.6 AUTHOR DETAILS