The new report by Expert Market Research titled, ‘Global Call Centre AI Market Size, Share, Price, Trends, Growth, Report and Forecast 2022-2027’, gives an in-depth analysis of the Global Call Centre AI Market Report, assessing the market based on its segments like component, deployment, end-use and major regions. The report tracks the latest trends in the industry and studies their impact on the overall market. It also assesses the market dynamics, covering the key demand and price indicators, along with analyzing the market based on the SWOT and Porter’s Five Forces models.
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The key highlights of the report include:
Market Overview (2017-2027)
• Forecast CAGR (2022-2027): 24.1%
Globally, growth in the global call centre AI market will be driven by the increased level of customer engagement via social media platforms over the forecast period. Rising data quantities generated by enterprises, as well as the growing usage of AI-powered chatbots to manage work processes efficiently and effectively, are some of the major drivers that augur well for the market’s growth. Conversational AI is frequently used by enterprises to improve the customer experience while lowering contact centre operational costs. AI-powered chatbots, in particular, are providing relevant data to agents, allowing them to translate customer conversations into intelligent decision-driven activities.
Industry Definition and Major Segments
The call centre services ensure faster and smoother execution, boosting the value of company investment. These services also assure the end-to-end deployment of computer-based platforms and handle questions before and after implementation.
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Based on component, the market is divided into:
• Compute Platforms
• Solutions
• Services
• Others
Global Call Centre AI Market Breakup by Deployment:
• On-Premises
• Cloud Services
Based on the end-use, the market can be segmented into:
• Banking, Financial Services, and Insurance
• Healthcare
• Retail & E-Commerce
• Telecom
• Media & Entertainment
• Travel & Hospitality
• Others
The regional markets for Global Call Centre AI Market Report include:
• North America
• Europe
• Asia Pacific
• Latin America
• The Middle East and Africa
Market Trends
The increased usage of AI by organizations to provide better customer support is driving the growth of the call centre AI market. Expansion in consumer involvement via social media platforms, as well as an increase in the amount of data generated in businesses and kept via cloud-based technologies, are drivers driving the growth of the call centre AI industry. Adoption of numerous emerging technologies, including IoT devices, 5G, and increased internet penetration, is likely to drive market expansion.
AI-powered solutions, such as predictive behavioural routing, are assisting businesses in efficiently engaging with their customers. Customers are apprehensive of enabling corporations to acquire their data due to growing concerns about data security and privacy protection. According to Accenture research from 2018, 88 per cent of customers feel that organisations that provide individualised services without jeopardising their confidence are more desirable than others. Given these tendencies, businesses are putting a premium on transparency and educating customers about data collecting.
Key Market Players
The major players in the market are IBM [IBM (NYSE)], Google, Microsoft [MSFT (NASDAQ)], Oracle [ORCL (NYSE)], Talkdesk, Haptik, SAP SE [SAP (ETR)], Amazon Web Services, Nuance Communications [NUAN (NASDAQ)]and others. The report covers the market shares, plant turnarounds, capacities, investments, expansions and mergers and acquisitions, among other latest developments of these market players.
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Expert Market Research is a leading business intelligence firm, providing custom and syndicated market reports along with consultancy services for our clients. We serve a wide client base ranging from Fortune 1000 companies to small and medium enterprises. Our reports cover over 100 industries across established and emerging markets researched by our skilled analysts who track the latest economic, demographic, trade and market data globally.
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