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市場調査レポート

コールセンター向けAIの世界市場予測 ~2024年:コンポーネント・展開タイプ・垂直産業・地域別

Call Center AI Market by Component (Compute Platforms, Solutions, and Services), Deployment Type (Cloud and On-premises), Vertical (BFSI, Retail & E-commerce, Telecom, Healthcare, Media & Entertainment), and Region - Global Forecast to 2024

発行 MarketsandMarkets 商品コード 868368
出版日 ページ情報 英文 134 Pages
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コールセンター向けAIの世界市場予測 ~2024年:コンポーネント・展開タイプ・垂直産業・地域別 Call Center AI Market by Component (Compute Platforms, Solutions, and Services), Deployment Type (Cloud and On-premises), Vertical (BFSI, Retail & E-commerce, Telecom, Healthcare, Media & Entertainment), and Region - Global Forecast to 2024
出版日: 2019年06月12日 ページ情報: 英文 134 Pages
概要

世界のコールセンター向けAI市場は、2019年に8億米ドル、2024年までに28億米ドルに達すると見込まれ、この間は28.5%のCAGR (複合年間成長率) が見込まれています。同市場を促進する主な要因は、カスタマーサポートサービスの強化に向けた企業によるAI利用の増加、ソーシャルメディアプラットフォームによるカスタマーエンゲージメントの拡大、企業によるデータ生成の増加などです。しかし、教師なし学習は市場成長を抑制する可能性があります。

当レポートでは、世界のコールセンター向けAI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・阻害要因、市場動向の見通し、各セグメント・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、体系的な情報を提供しています。

868368_4.1 ATTRACTIVE OPPORTUNITIES IN THE CALL CENTER AI MARKET_FIGURE 10

第1章 イントロダクション

第2章 調査手法

第3章 エグゼクティブサマリー

第4章 重要考察

  • コールセンター向けAI市場における魅力的な機会
  • 北米におけるコールセンター向けAI市場:技術・国別
  • コールセンター向けAI市場:主要諸国

第5章 市場概要・産業動向

  • イントロダクション
  • 市場のダイナミクス
    • 促進要因
    • 抑制要因
    • 市場機会
    • 課題
  • 産業動向
    • 産業の利用例
    • 規制の影響
    • 技術情勢

第6章 コールセンター向けAI市場:コンポーネント別

  • イントロダクション
  • コンピュータープラットフォーム
  • ソリューション
  • サービス
    • コンサルティング
    • システムインテグレーション・デプロイメント
    • サポート・メンテナンス

第7章 コールセンター向けAI市場:展開タイプ別

  • イントロダクション
  • オンプレミス
  • クラウド

第8章 コールセンター向けAI市場:垂直産業別

  • イントロダクション
  • 銀行・金融サービス・保険 (BFSI)
  • 小売り・Eコマース
  • ヘルスケア
  • 通信
  • メディア・エンターテインメント
  • トラベル・ホスピタリティ
  • その他

第9章 コールセンター向けAI市場:地域別

  • イントロダクション
  • 北米
  • 欧州
  • アジア太平洋
  • ラテンアメリカ
  • 中東・アフリカ

第10章 競争情勢

  • 競合リーダーシップマッピング
  • 製品ポートフォリオの強み
  • 事業戦略の長所
  • 主要企業のランキング

第11章 企業プロファイル

  • IBM
  • GOOGLE
  • ORACLE
  • SAP
  • WS
  • NUANCE COMMUNICATIONS
  • AVAYA
  • HAPTIK
  • ARTIFICIAL SOLUTIONS
  • ZENDESK
  • CONVERSICA
  • RULAI
  • INBENTA TECHNOLOGIES
  • KORE.AI
  • EDGEVERVE SYSTEMS
  • PYPESTREAM
  • AVAAMO
  • TALKDESK
  • NICE INCONTACT
  • CREATIVE VIRTUAL

第12章 付録

図表

LIST OF TABLES

  • TABLE 1: FACTOR ANALYSIS
  • TABLE 2: CALL CENTER AI MARKET SIZE, BY COMPONENT, 2017-2024 (USD MILLION)
  • TABLE 3: COMPUTE PLATFORMS: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 4: SOLUTIONS: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 5: SERVICES: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 6: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE, 2017-2024 (USD MILLION)
  • TABLE 7: ON-PREMISES: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 8: CLOUD: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 9: CALL CENTER AI MARKET SIZE, BY VERTICAL, 2017-2024 (USD MILLION)
  • TABLE 10: BFSI: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 11: RETAIL & E-COMMERCE: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 12: HEALTHCARE: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 13: TELECOM: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 14: MEDIA & ENTERTAINMENT: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 15: TRAVEL & HOSPITALITY: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 16: OTHERS: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 17: CALL CENTER AI MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • TABLE 18: NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY COMPONENT, 2017-2024 (USD MILLION)
  • TABLE 19: NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE, 2017-2024 (USD MILLION)
  • TABLE 20: NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY VERTICAL, 2017-2024 (USD MILLION)
  • TABLE 21: NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY COUNTRY, 2017-2024 (USD MILLION)
  • TABLE 22: EUROPE: CALL CENTER AI MARKET SIZE, BY COMPONENT, 2017-2024 (USD MILLION)
  • TABLE 23: EUROPE: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE, 2017-2024 (USD MILLION)
  • TABLE 24: EUROPE: CALL CENTER AI MARKET SIZE, BY VERTICAL, 2017-2024 (USD MILLION)
  • TABLE 25: EUROPE: CALL CENTER AI MARKET SIZE, BY COUNTRY, 2017-2024 (USD MILLION)
  • TABLE 26: ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY COMPONENT, 2017-2024 (USD MILLION)
  • TABLE 27: ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE, 2017-2024 (USD MILLION)
  • TABLE 28: ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY VERTICAL, 2017-2024 (USD MILLION)
  • TABLE 29: ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY COUNTRY, 2017-2024 (USD MILLION)
  • TABLE 30: LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY COMPONENT, 2017-2024 (USD MILLION)
  • TABLE 31: LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE, 2017-2024 (USD MILLION)
  • TABLE 32: LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY VERTICAL, 2017-2024 (USD MILLION)
  • TABLE 33: LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY COUNTRY, 2017-2024 (USD MILLION)
  • TABLE 34: MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY COMPONENT, 2017-2024 (USD MILLION)
  • TABLE 35: MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE, 2017-2024 (USD MILLION)
  • TABLE 36: MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY VERTICAL, 2017-2024 (USD MILLION)
  • TABLE 37: MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY COUNTRY, 2017-2024 (USD MILLION)

LIST OF FIGURES

  • FIGURE 1: GLOBAL CALL CENTER AI MARKET: RESEARCH DESIGN
  • FIGURE 2: CALL CENTER AI MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
  • FIGURE 3: COMPETITIVE LEADERSHIP MAPPING: CRITERIA WEIGHTAGE
  • FIGURE 4: CALL CENTER AI MARKET SIZE, 2017-2024
  • FIGURE 5: BASED ON COMPONENT, THE COMPUTE PLATFORM SEGMENT IS LEADING THE CALL CENTER AI MARKET IN 2019
  • FIGURE 6: BASED ON DEPLOYMENT TYPE, THE CLOUD SEGMENT IS ESTIMATED TO ACCOUNT FOR A LARGER MARKET SHARE IN 2019 AS COMPARED TO ON-PREMISES SEGMENT
  • FIGURE 7: BASED ON VERTICAL, THE BFSI SEGMENT IS ESTIMATED TO LEAD THE MARKET IN 2019
  • FIGURE 8: CALL CENTER AI MARKET: REGIONAL SNAPSHOT
  • FIGURE 9: BASED ON REGION, CALL CENTER AI MARKET IN ASIA PACIFIC IS PROJECTED TO GROW AT THE HIGHEST RATE FROM 2019 TO 2024
  • FIGURE 10: USE OF AI BY ORGANIZATIONS TO OFFER ENHANCED CUSTOMER SUPPORT SERVICES TO DRIVE MARKET GROWTH DURING THE FORECAST PERIOD
  • FIGURE 11: COMPUTE PLATFORM AND THE US ESTIMATED TO ACCOUNT FOR THE LARGEST SHARE OF THE NORTH AMERICA CALL CENTER AI MARKET IN 2018
  • FIGURE 12: CALL CENTER AI MARKET IN JAPAN PROJECTED TO GROW AT THE HIGHEST RATE DURING THE FORECAST PERIOD
  • FIGURE 13: CALL CENTER AI MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 14: COMPUTE PLATFORMS SEGMENT TO HOLD A HIGHER SHARE IN THE CALL CENTER AI MARKET IN 2019
  • FIGURE 15: CLOUD SEGMENT TO ACCOUNT FOR A LARGER MARKET SIZE AS COMPARED TO ON-PREMISES SEGMENT DURING THE FORECAST PERIOD
  • FIGURE 16: BFSI SEGMENT TO ACCOUNT FOR THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD
  • FIGURE 17: NORTH AMERICA TO BE THE LARGEST CALL CENTER AI MARKET DURING THE FORECAST PERIOD
  • FIGURE 18: ASIA PACIFIC CALL CENTER AI MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 19: NORTH AMERICA: MARKET SNAPSHOT
  • FIGURE 20: ASIA PACIFIC: MARKET SNAPSHOT
  • FIGURE 21: CALL CENTER AI MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING, 2019
  • FIGURE 22: RANKING OF TOP MARKET PLAYERS, 2019
  • FIGURE 23: IBM: COMPANY SNAPSHOT
  • FIGURE 24: SWOT ANALYSIS: IBM
  • FIGURE 25: GOOGLE: COMPANY SNAPSHOT
  • FIGURE 26: SWOT ANALYSIS: GOOGLE
  • FIGURE 27: MICROSOFT: COMPANY SNAPSHOT
  • FIGURE 28: SWOT ANALYSIS: MICROSOFT
  • FIGURE 29: ORACLE: COMPANY SNAPSHOT
  • FIGURE 30: SWOT ANALYSIS: ORACLE
  • FIGURE 31: SAP: COMPANY SNAPSHOT
  • FIGURE 32: SWOT ANALYSIS: SAP
  • FIGURE 33: AWS: COMPANY SNAPSHOT
  • FIGURE 34: NUANCE COMMUNICATIONS: COMPANY SNAPSHOT
  • FIGURE 35: AVAYA: COMPANY SNAPSHOT
  • FIGURE 36: ARTIFICIAL SOLUTIONS: COMPANY SNAPSHOT
  • FIGURE 37: ZENDESK: COMPANY SNAPSHOT
目次
Product Code: TC 7161

"The call center AI market size to grow at a Compound Annual Growth Rate (CAGR) of 28.5% during the forecast period"

MarketsandMarkets forecasts the global call center AI market size to grow from USD 800 million in 2019 to USD 2,800 million by 2024, at a CAGR of 28.5% during 2019-2024. The major growth drivers for the market include the rising use of AI by organizations to offer enhanced customer support services, growing customer engagement through social media platforms, and increasing data generation by organizations. However, unsupervised learning may restrain market growth.

Based on component, services segment to grow at highest CAGR during forecast period

The services segment is projected to grow at the highest growth rating during the forecast period, as the services play a vital role in the functioning of various AI-enabled solutions. These services ensure faster and smoother implementation, which maximizes the value of enterprise investments. These services ensure end-to-end deployment of compute platforms and address pre-and post-deployment queries of users. Most of the market vendors offer technical support services and consulting services to manage the deployment of AI-based solutions in the market.

Asia Pacific (APAC) call center AI market to grow at highest CAGR during forecast period

The call center AI market in APAC is expected to record the highest growth rate over the next few years, as a result of the growing technology adoption rate in the region. APAC holds more than 50% of the world's population. Therefore, any major technological shifts, such as those being heralded by AI, are expected to shape the future of the region. IBM, Microsoft, Google, and AWS account for a majority of share in the call center AI market in the region, along with several other significant call center AI solutions providers. SMEs and large enterprises in APAC have become more aware of government regulations and compliances and have started adopting AI-based solutions proactively.

  • By Company: Tier I - 35%, Tier II - 40%, and Tier III - 25%
  • By Designation: C-Level - 45%, Director Level - 25%, and Managers - 30%
  • By Region: North America - 35%, APAC - 30%, Europe: 25%, and RoW - 10%

The report includes the study of the major vendors in the call center AI market, including IBM (US), Google (US), Microsoft (US), AWS (US), SAP (US), Oracle (US), Nuance (US), Artificial Solutions (Spain), Avaya (US), Haptik (India), EdgeVerve (India), NICE inContact (US), Avaamo (US), Kore.ai (India), Inbenta (US), Rulai (US), Creative Virtual (UK), Pypestream (US), Conversica (US), Talkdesk (US), and Zendesk (US).

Research Coverage:

The report segments the call center AI market by component, deployment type, vertical, and region. The component segment comprises compute platforms, solutions, and services. The call center AI market, by deployment type covers cloud and on-premises. The call center AI market, by vertical covers Banking, Financial Services, and Insurance (BFSI), media & entertainment, retail & eCommerce, travel & hospitality, healthcare, telecom, and other verticals (automotive, manufacturing, government, education, and energy & utilities). The report covers the call center AI market with respect to five major regions: North America, Europe, APAC, Latin America, and Middle East & Africa (MEA).

The report would help the market leaders and new entrants in the call center AI market in the following ways:

  • 1. The report segments the market into various subsegments. Hence it covers the market comprehensively. It provides the closest approximations of the revenue numbers for the overall market and its subsegments. The market numbers are further split across verticals and regions.
  • 2. It helps in understanding the overall growth of the market. It also provides information about key market drivers, restraints, challenges, and opportunities.
  • 3. It helps stakeholders in understanding their competitors better and gaining more insights to strengthen their positions in the market. The study also presents the positioning of the key players based on their product offerings and business strategies.

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. OBJECTIVES OF THE STUDY
  • 1.2. MARKET DEFINITION
  • 1.3. MARKET SCOPE
    • 1.3.1. MARKET SEGMENTATION
    • 1.3.2. REGIONS COVERED
  • 1.4. YEARS CONSIDERED FOR THE STUDY
  • 1.5. CURRENCY CONSIDERED
  • 1.6. STAKEHOLDERS

2. RESEARCH METHODOLOGY

  • 2.1. RESEARCH DATA
    • 2.1.1. SECONDARY DATA
    • 2.1.2. PRIMARY DATA
      • 2.1.2.1. Breakup of primary profiles
      • 2.1.2.2. Key industry insights
  • 2.2. MARKET BREAKUP AND DATA TRIANGULATION
  • 2.3. MARKET SIZE ESTIMATION
    • 2.3.1. TOP-DOWN APPROACH
    • 2.3.2. BOTTOM-UP APPROACH
  • 2.4. MARKET FORECAST
  • 2.5. COMPETITIVE LEADERSHIP MAPPING RESEARCH METHODOLOGY
  • 2.6. RESEARCH ASSUMPTIONS AND LIMITATIONS
    • 2.6.1. ASSUMPTIONS FOR THE STUDY
    • 2.6.2. LIMITATIONS OF THE STUDY

3. EXECUTIVE SUMMARY

4. PREMIUM INSIGHTS

  • 4.1. ATTRACTIVE OPPORTUNITIES IN THE CALL CENTER AI MARKET
  • 4.2. CALL CENTER AI MARKET IN NORTH AMERICA, BY TECHNOLOGY AND COUNTRY
  • 4.3. CALL CENTER AI MARKET: MAJOR COUNTRIES

5. MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1. INTRODUCTION
  • 5.2. MARKET DYNAMICS
    • 5.2.1. DRIVERS
      • 5.2.1.1. Use of AI by organizations to offer enhanced CUSTOMER support services
      • 5.2.1.2. Growth 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
      • 5.2.3.2. Integration of gesture recognition with AI-based chatbots or IVAs
    • 5.2.4. CHALLENGES
      • 5.2.4.1. Data privacy and security concerns
      • 5.2.4.2. Lack of skilled employees
      • 5.2.4.3. Preference for online chat over chatbots
      • 5.2.4.4. Slow digitization across emerging economies
  • 5.3. INDUSTRY TRENDS
    • 5.3.1. INDUSTRY USE CASES
      • 5.3.1.1. Case Study 1: Autodesk uses IBM Watson Assistant to scale up the CUSTOMER queries resolution
      • 5.3.1.2. Case Study 2: Grofers uses Haptik Bots to handle CUSTOMER queries during the launch of mega sale
      • 5.3.1.3. Case Study 3: Kotak Mahindra worked with Nuance to launch its Ai-powered virtual assistant
    • 5.3.2. REGULATORY IMPLICATIONS
      • 5.3.2.1. Introduction
      • 5.3.2.2. General Data Protection Regulation (GDPR)
      • 5.3.2.3. Health Insurance Portability and Accountability Act (HIPAA)
      • 5.3.2.4. Federal Trade Commission (FTC)
      • 5.3.2.5. ISO/IEC JTC 1/SC 42
    • 5.3.3. TECHNOLOGY LANDSCAPE
      • 5.3.3.1. Introduction
      • 5.3.3.2. Machine learning and deep learning
      • 5.3.3.3. Natural language processing
      • 5.3.3.4. Automated speech recognition

6. CALL CENTER AI MARKET, BY COMPONENT

  • 6.1. INTRODUCTION
  • 6.2. COMPUTE PLATFORMS
    • 6.2.1. GROWING DEMAND FOR DEVELOPING AI SOLUTIONS IS DRIVING THE ADOPTION OF COMPUTE PLATFORMS BY ENTERPRISES
  • 6.3. SOLUTIONS
    • 6.3.1. RISING NEED FOR ENTERPRISE AI SOLUTIONS IS DRIVING THE ADOPTION BY CALL CENTERS
  • 6.4. SERVICES
    • 6.4.1. CONSULTING
      • 6.4.1.1. These services enables Call Center in setting up a robust technology eco system
    • 6.4.2. SYSTEM INTEGRATION AND DEPLOYMENT
      • 6.4.2.1. These services facilitates seamless integration of conversation AI-based platforms and solutions with existing systems
    • 6.4.3. SUPPORT AND MAINTENANCE
      • 6.4.3.1. These services offers continued support for the deployed platforms and solutions

7. CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE

  • 7.1. INTRODUCTION
  • 7.2. ON-PREMISES
    • 7.2.1. DATA PRIVACY CONCERNS IS DRIVING THE ON-PREMISES DEPLOYMENT TYPE
  • 7.3. CLOUD
    • 7.3.1. COST-EFFECTIVENESS AND FLEXIBILITY PROVIDED BY CLOUD-BASED DEPLOYMENT DRIVE THE CLOUD SEGMENT

8. CALL CENTER AI MARKET SIZE, BY VERTICAL

  • 8.1. INTRODUCTION
  • 8.2. BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI)
    • 8.2.1. CONVERSATIONAL AI TECHNOLOGY HELPS ADDRESS BANKING CUSTOMERS' QUERIES WITH MINIMUM RESOLUTION TIME
  • 8.3. RETAIL & E-COMMERCE
    • 8.3.1. AI CHATBOTS HELP ADDRESS THE PERSONALIZED CUSTOMER SERVICE REQUIREMENTS IN RETAIL & E-COMMERCE VERTICAL
  • 8.4. HEALTHCARE
    • 8.4.1. NEED FOR 24*7 CUSTOMER SUPPORT FOR PATIENTS IS DRIVING THE USE OF AI IN THIS VERTICAL
  • 8.5. TELECOM
    • 8.5.1. ENHANCED CUSTOMER SERVICE DELIVERY USING CHATBOTS OFFERS A COMPETITIVE ADVANTAGE TO THE TELECOM VENDORS
  • 8.6. MEDIA & ENTERTAINMENT
    • 8.6.1. AI-CHATBOTS ENHANCE CUSTOMER SERVICE DELIVERY TO THE VIEWERS AND SUBSCRIBERS
  • 8.7. TRAVEL & HOSPITALITY
    • 8.7.1. INCREASING DEPLOYMENT OF AI CHATBOTS ADDRESSING THE 24*7 CUSTOMER SERVICE REQUIREMENT
  • 8.8. OTHERS

9. CALL CENTER AI MARKET, BY REGION

  • 9.1. INTRODUCTION
  • 9.2. NORTH AMERICA
    • 9.2.1. US
      • 9.2.1.1. A reversing trend of local call center establishments is driving the adoption of call center AI in the US
    • 9.2.2. CANADA
      • 9.2.2.1. Increasing acquisitions of companies in Canada by major call center AI players to drive the call center AI market growth in Canada
  • 9.3. EUROPE
    • 9.3.1. UK
      • 9.3.1.1. Use of automated digital channels and increasing use of CUSTOMER self-service solutions is expected to boost the call center AI solutions adoption in the UK
    • 9.3.2. GERMANY
      • 9.3.2.1. High density of in-house call centers driving the adoption of conversational AI in Germany
    • 9.3.3. FRANCE
      • 9.3.3.1. Emerging AI startups to boost the adoption of chatbots or IVAs in call centers
    • 9.3.4. REST OF EUROPE
  • 9.4. ASIA PACIFIC
    • 9.4.1. CHINA
      • 9.4.1.1. High adoption of AI by the major vendors in the region is driving the market towards growth
    • 9.4.2. JAPAN
      • 9.4.2.1. Rising governmental initiatives with a strong growth strategy focus on AI is expected to drive the call center AI market in Japan
    • 9.4.3. INDIA
      • 9.4.3.1. Rising usage of chatbots or IVAs is expected to boost the contact center outsourcing businesses in India
    • 9.4.4. REST OF ASIA PACIFIC
  • 9.5. LATIN AMERICA
    • 9.5.1. BRAZIL
      • 9.5.1.1. Security and theft protection regulation in Brazil to drive the growth of the call center AI market in the country
    • 9.5.2. MEXICO
      • 9.5.2.1. High density of contact center outsourcing and government's AI initiatives will boost the adoption of chatbots or IVAs in the call centers in Mexico
    • 9.5.3. REST OF LATIN AMERICA
  • 9.6. MIDDLE EAST & AFRICA
    • 9.6.1. SAUDI ARABIA
      • 9.6.1.1. Vision 2030 and 2016 National Transformation Strategy will fuel the adoption of AI in Saudi Arabia
    • 9.6.2. UAE
      • 9.6.2.1. UAE AI Strategy 2031 is expected to drive the adoption of AI in the country
    • 9.6.3. REST OF MIDDLE EAST & AFRICA

10. COMPETITIVE LANDSCAPE

  • 10.1. COMPETITIVE LEADERSHIP MAPPING
    • 10.1.1. VISIONARY LEADERS
    • 10.1.2. INNOVATORS
    • 10.1.3. DYNAMIC DIFFERENTIATORS
    • 10.1.4. EMERGING COMPANIES
  • 10.2. STRENGTH OF PRODUCT PORTFOLIO (25 PLAYERS)
  • 10.3. BUSINESS STRATEGY EXCELLENCE (25 PLAYERS)
  • 10.4. RANKING OF TOP PLAYERS IN THE CALL CENTER AI MARKET, 2019

11. COMPANY PROFILES (Business Overview, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*

  • 11.1. IBM
  • 11.2. GOOGLE
  • 11.3. MICROSOFT
  • 11.4. ORACLE
  • 11.5. SAP
  • 11.6. WS
  • 11.7. NUANCE COMMUNICATIONS
  • 11.8. AVAYA
  • 11.9. HAPTIK
  • 11.10. ARTIFICIAL SOLUTIONS
  • 11.11. ZENDESK
  • 11.12. CONVERSICA
  • 11.13. RULAI
  • 11.14. INBENTA TECHNOLOGIES
  • 11.15. KORE.AI
  • 11.16. EDGEVERVE SYSTEMS
  • 11.17. PYPESTREAM
  • 11.18. AVAAMO
  • 11.19. TALKDESK
  • 11.20. NICE INCONTACT
  • 11.21. CREATIVE VIRTUAL

*Details on Business Overview, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

12. APPENDIX

  • 12.1. DISCUSSION GUIDE
  • 12.2. KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 12.3. AVAILABLE CUSTOMIZATIONS
  • 12.4. RELATED REPORTS
  • 12.5. AUTHOR DETAILS
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