Call Center AI: Four Important Advantages

Call Center AI Market size is projected to grow from USD 1.6 billion in 2022 to USD 4.1 billion by 2027; it is expected to grow at a CAGR of 21.3% % during 2022–2027 according to report published by MarketsandMarkets. AI can provide call center agents with robust historic data and insights about a customer, empowering agents to deliver cross-selling and up-selling opportunities. Organizations can also leverage AI-enabled chatbots and virtual agents to automate repetitive and manual processes, such as order placement, balance inquiries, general inquiries, technical assistance, and other customer services.

 

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The SMEs segment is estimated to have a higher CAGR during the forecast period

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. Moreover, the growing need to enhance business processes, reach new customers, stay competitive, and control their spending to boost the growth of the call center AI solutions among SMEs.

 

The phone mode of channel segment is estimated to hold the largest market size during the forecast period

Based on the mode of channel, the phone segment is expected to hold the largest market size during the forecast period due to the rising penetration of smartphone users across the globe. The phone mode of channel is preferred by everyone, including tech-savvy and non-tech-savvy people as it offers an enhanced user experience. The phone provides multilevel IVR, queue callback, advanced routing, warm transfer, and real-time metrics. Customers tend to use the smartphone to seek help for urgent matters, complaints, and persistent issues as this preferred mode of channel improve customer satisfaction rates and reduce miscommunication that arises from text messages.

 

The cloud segment is expected to have a higher CAGR during the forecast period

Based on deployment, the cloud segment is expected to have a higher CAGR 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 for 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 workforce optimization segment is expected to have the highest CAGR during the forecast period

Based on application, The market size of the workforce optimization segment is estimated to be the largest as the rising need to train, schedule, and monitor the employee’s performance and effectively manage agent performance would drive the growth of the workforce optimization application in the market.

 

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Based on regions, the North America is expected to hold the largest market share during the forecast period

Based on Region, North America is expected to hold the largest market share as in North America call center AI solutions and services are highly effective in most organizations and verticals due to the increasing need to provide businesses with a way to operationalize and get more value from data assets. The increased smartphone adoption and technological advancements in the call centers boost the adoption across North America.

 

Key players offering Call Center AI market are IBM (US), Microsoft (US), Oracle (US), AWS (US), SAP (Germany), Google (US), Avaya (US), NICE (Israel), Nuance Communications (US), Genesys (US), 8x8 (US), Artificial Solutions (Sweden), Zendesk (US), Five9 (US), RingCentral (US), Talkdesk (US), Dialpad (US), Twilio (US), Kore.ai (US), Inbenta (US), Creative Virtual (UK), Haptik (India), Rulai (US), Pypestream (US), Avaamo (US), Senseforth.ai (US), Observe.AI (US), Yellow.ai (US), Ultimate.ai (Germany), and Cognigy (Germany).

 

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