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Call Center AI Market Report by Component (Solution, Services), Deployment Mode (On-premises, Cloud-based), Mode of Channel (Phone, Social Media, Chat, Email or Text, Website), Enterprise Size (Small and Medium-Sized Enterprises, Large Enterprises), Application (Predictive Call Routing, Journey Orchestration, Quality Management, Sentiment Analysis, Workforce Management and Advanced Scheduling, and Others), Industry Vertical (BFSI, IT and Telecommunication, Healthcare, Retail and E-Commerce, Energy and Utilities, Travels and Hospitality, and Others), and Region 2024-2032
Report Format: PDF+Excel | Report ID: SR112024A19084
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1 Preface
2 Scope and Methodology
2.1 Objectives of the Study
2.2 Stakeholders
2.3 Data Sources
2.3.1 Primary Sources
2.3.2 Secondary Sources
2.4 Market Estimation
2.4.1 Bottom-Up Approach
2.4.2 Top-Down Approach
2.5 Forecasting Methodology
3 Executive Summary
4 Global Call Center AI Market - Introduction
4.1 Overview
4.2 Market Dynamics
4.3 Industry Trends
4.4 Competitive Intelligence
5 Global Call Center AI Market Landscape
5.1 Historical and Current Market Trends (2018-2023)
5.2 Market Forecast (2024-2032)
6 Global Call Center AI Market - Breakup by Component
6.1 Solution
6.1.1 Overview
6.1.2 Historical and Current Market Trends (2018-2023)
6.1.3 Market Segmentation
6.1.4 Market Forecast (2024-2032)
6.2 Services
6.2.1 Overview
6.2.2 Historical and Current Market Trends (2018-2023)
6.2.3 Market Segmentation
6.2.4 Market Forecast (2024-2032)
6.3 Attractive Investment Proposition by Component
7 Global Call Center AI Market - Breakup by Deployment Mode
7.1 On-premises
7.1.1 Overview
7.1.2 Historical and Current Market Trends (2018-2023)
7.1.3 Market Segmentation
7.1.4 Market Forecast (2024-2032)
7.2 Cloud-based
7.2.1 Overview
7.2.2 Historical and Current Market Trends (2018-2023)
7.2.3 Market Segmentation
7.2.4 Market Forecast (2024-2032)
7.3 Attractive Investment Proposition by Deployment Mode
8 Global Call Center AI Market - Breakup by Mode of Channel
8.1 Phone
8.1.1 Overview
8.1.2 Historical and Current Market Trends (2018-2023)
8.1.3 Market Segmentation
8.1.4 Market Forecast (2024-2032)
8.2 Social Media
8.2.1 Overview
8.2.2 Historical and Current Market Trends (2018-2023)
8.2.3 Market Segmentation
8.2.4 Market Forecast (2024-2032)
8.3 Chat
8.3.1 Overview
8.3.2 Historical and Current Market Trends (2018-2023)
8.3.3 Market Segmentation
8.3.4 Market Forecast (2024-2032)
8.4 Email or Text
8.4.1 Overview
8.4.2 Historical and Current Market Trends (2018-2023)
8.4.3 Market Segmentation
8.4.4 Market Forecast (2024-2032)
8.5 Website
8.5.1 Overview
8.5.2 Historical and Current Market Trends (2018-2023)
8.5.3 Market Segmentation
8.5.4 Market Forecast (2024-2032)
8.6 Attractive Investment Proposition by Mode of Channel
9 Global Call Center AI Market - Breakup by Enterprise Size
9.1 Small and Medium-sized Enterprises
9.1.1 Overview
9.1.2 Historical and Current Market Trends (2018-2023)
9.1.3 Market Segmentation
9.1.4 Market Forecast (2024-2032)
9.2 Large Enterprises
9.2.1 Overview
9.2.2 Historical and Current Market Trends (2018-2023)
9.2.3 Market Segmentation
9.2.4 Market Forecast (2024-2032)
9.3 Attractive Investment Proposition by Enterprise Size
10 Global Call Center AI Market - Breakup by Application
10.1 Predictive Call Routing
10.1.1 Overview
10.1.2 Historical and Current Market Trends (2018-2023)
10.1.3 Market Segmentation
10.1.4 Market Forecast (2024-2032)
10.2 Journey Orchestration
10.2.1 Overview
10.2.2 Historical and Current Market Trends (2018-2023)
10.2.3 Market Segmentation
10.2.4 Market Forecast (2024-2032)
10.3 Quality Management
10.3.1 Overview
10.3.2 Historical and Current Market Trends (2018-2023)
10.3.3 Market Segmentation
10.3.4 Market Forecast (2024-2032)
10.4 Sentiment Analysis
10.4.1 Overview
10.4.2 Historical and Current Market Trends (2018-2023)
10.4.3 Market Segmentation
10.4.4 Market Forecast (2024-2032)
10.5 Workforce Management and Advanced Scheduling
10.5.1 Overview
10.5.2 Historical and Current Market Trends (2018-2023)
10.5.3 Market Segmentation
10.5.4 Market Forecast (2024-2032)
10.6 Others
10.6.1 Historical and Current Market Trends (2018-2023)
10.6.2 Market Forecast (2024-2032)
10.7 Attractive Investment Proposition by Price Range
11 Global Call Center AI Market - Breakup by Industry Vertical
11.1 BFSI
11.1.1 Overview
11.1.2 Historical and Current Market Trends (2018-2023)
11.1.3 Market Segmentation
11.1.4 Market Forecast (2024-2032)
11.2 IT and Telecommunication
11.2.1 Overview
11.2.2 Historical and Current Market Trends (2018-2023)
11.2.3 Market Segmentation
11.2.4 Market Forecast (2024-2032)
11.3 Healthcare
11.3.1 Overview
11.3.2 Historical and Current Market Trends (2018-2023)
11.3.3 Market Segmentation
11.3.4 Market Forecast (2024-2032)
11.4 Retail and E-Commerce
11.4.1 Overview
11.4.2 Historical and Current Market Trends (2018-2023)
11.4.3 Market Segmentation
11.4.4 Market Forecast (2024-2032)
11.5 Energy and Utilities
11.5.1 Overview
11.5.2 Historical and Current Market Trends (2018-2023)
11.5.3 Market Segmentation
11.5.4 Market Forecast (2024-2032)
11.6 Travels and Hospitality
11.6.1 Overview
11.6.2 Historical and Current Market Trends (2018-2023)
11.6.3 Market Segmentation
11.6.4 Market Forecast (2024-2032)
11.7 Others
11.7.2 Historical and Current Market Trends (2018-2023)
11.7.4 Market Forecast (2024-2032)
11.8 Attractive Investment Proposition by Industry Vertical
12 Global Call Center AI Market – Breakup by Region
12.1 North America
12.1.1 United States
12.1.1.1 Market Drivers
12.1.1.2 Historical and Current Market Trends (2018-2023)
12.1.1.3 Market Breakup by Component
12.1.1.4 Market Breakup by Deployment Mode
12.1.1.5 Market Breakup by Mode of Channel
12.1.1.6 Market Breakup by Enterprise Size
12.1.1.7 Market Breakup by Price Range
12.1.1.8 Market Breakup by Industry Vertical
12.1.1.9 Key Players
12.1.1.10 Market Forecast (2024-2032)
12.1.2 Canada
12.1.2.1 Market Drivers
12.1.2.2 Historical and Current Market Trends (2018-2023)
12.1.2.3 Market Breakup by Component
12.1.2.4 Market Breakup by Deployment Mode
12.1.2.5 Market Breakup by Mode of Channel
12.1.2.6 Market Breakup by Enterprise Size
12.1.2.7 Market Breakup by Price Range
12.1.2.8 Market Breakup by Industry Vertical
12.1.2.9 Key Players
12.1.2.10 Market Forecast (2024-2032)
12.2 Europe
12.2.1 Germany
12.2.1.1 Market Drivers
12.2.1.2 Historical and Current Market Trends (2018-2023)
12.2.1.3 Market Breakup by Component
12.2.1.4 Market Breakup by Deployment Mode
12.2.1.5 Market Breakup by Mode of Channel
12.2.1.6 Market Breakup by Enterprise Size
12.2.1.7 Market Breakup by Price Range
12.2.1.8 Market Breakup by Industry Vertical
12.2.1.9 Key Players
12.2.1.10 Market Forecast (2024-2032)
12.2.2 France
12.2.2.1 Market Drivers
12.2.2.2 Historical and Current Market Trends (2018-2023)
12.2.2.3 Market Breakup by Component
12.2.2.4 Market Breakup by Deployment Mode
12.2.2.5 Market Breakup by Mode of Channel
12.2.2.6 Market Breakup by Enterprise Size
12.2.3.7 Market Breakup by Price Range
12.2.3.8 Market Breakup by Industry Vertical
12.2.3.9 Key Players
12.2.3.10 Market Forecast (2024-2032)
12.2.3 United Kingdom
12.2.3.1 Market Drivers
12.2.3.2 Historical and Current Market Trends (2018-2023)
12.2.3.3 Market Breakup by Component
12.2.3.4 Market Breakup by Deployment Mode
12.2.3.5 Market Breakup by Mode of Channel
12.2.3.6 Market Breakup by Enterprise Size
12.2.3.7 Market Breakup by Price Range
12.2.3.8 Market Breakup by Industry Vertical
12.2.3.9 Key Players
12.2.3.10 Market Forecast (2024-2032)
12.2.4 Italy
12.2.4.1 Market Drivers
12.2.4.2 Historical and Current Market Trends (2018-2023)
12.2.4.3 Market Breakup by Component
12.2.4.4 Market Breakup by Deployment Mode
12.2.4.5 Market Breakup by Mode of Channel
12.2.4.6 Market Breakup by Enterprise Size
12.2.4.7 Market Breakup by Price Range
12.2.4.8 Market Breakup by Industry Vertical
12.2.4.9 Key Players
12.2.4.10 Market Forecast (2024-2032)
12.2.5 Spain
12.2.5.1 Market Drivers
12.2.5.2 Historical and Current Market Trends (2018-2023)
12.2.5.3 Market Breakup by Component
12.2.5.4 Market Breakup by Deployment Mode
12.2.5.5 Market Breakup by Mode of Channel
12.2.5.6 Market Breakup by Enterprise Size
12.2.5.7 Market Breakup by Price Range
12.2.5.8 Market Breakup by Industry Vertical
12.2.5.9 Key Players
12.2.5.10 Market Forecast (2024-2032)
12.2.6 Others
12.2.6.1 Historical and Current Market Trends (2018-2023)
12.2.6.2 Market Forecast (2024-2032)
12.3 Asia Pacific
12.3.1 China
12.3.1.1 Market Drivers
12.3.1.2 Historical and Current Market Trends (2018-2023)
12.3.1.3 Market Breakup by Component
12.3.1.4 Market Breakup by Deployment Mode
12.3.1.5 Market Breakup by Mode of Channel
12.3.1.6 Market Breakup by Enterprise Size
12.3.1.7 Market Breakup by Price Range
12.3.1.8 Market Breakup by Industry Vertical
12.3.1.9 Key Players
12.3.1.10 Market Forecast (2024-2032)
12.3.2 Japan
12.3.2.1 Market Drivers
12.3.2.2 Historical and Current Market Trends (2018-2023)
12.3.2.3 Market Breakup by Component
12.3.2.4 Market Breakup by Deployment Mode
12.3.2.5 Market Breakup by Mode of Channel
12.3.2.6 Market Breakup by Enterprise Size
12.3.2.7 Market Breakup by Price Range
12.3.2.8 Market Breakup by Industry Vertical
12.3.2.9 Key Players
12.3.2.10 Market Forecast (2024-2032)
12.3.3 India
12.3.3.1 Market Drivers
12.3.3.2 Historical and Current Market Trends (2018-2023)
12.3.3.3 Market Breakup by Component
12.3.3.4 Market Breakup by Deployment Mode
12.3.3.5 Market Breakup by Mode of Channel
12.3.3.6 Market Breakup by Enterprise Size
12.3.3.7 Market Breakup by Price Range
12.3.3.8 Market Breakup by Industry Vertical
12.3.3.9 Key Players
12.3.3.10 Market Forecast (2024-2032)
12.3.4 South Korea
12.3.4.1 Market Drivers
12.3.4.2 Historical and Current Market Trends (2018-2023)
12.3.4.3 Market Breakup by Component
12.3.4.4 Market Breakup by Deployment Mode
12.3.4.5 Market Breakup by Mode of Channel
12.3.4.6 Market Breakup by Enterprise Size
12.3.4.7 Market Breakup by Price Range
12.3.4.8 Market Breakup by Industry Vertical
12.3.4.9 Key Players
12.3.4.10 Market Forecast (2024-2032)
12.3.5 Australia
12.3.5.1 Market Drivers
12.3.5.2 Historical and Current Market Trends (2018-2023)
12.3.5.3 Market Breakup by Component
12.3.5.4 Market Breakup by Deployment Mode
12.3.5.5 Market Breakup by Mode of Channel
12.3.5.6 Market Breakup by Enterprise Size
12.3.5.7 Market Breakup by Price Range
12.3.5.8 Market Breakup by Industry Vertical
12.3.5.9 Key Players
12.3.5.10 Market Forecast (2024-2032)
12.3.6 Indonesia
12.3.6.1 Market Drivers
12.3.6.2 Historical and Current Market Trends (2018-2023)
12.3.6.3 Market Breakup by Component
12.3.6.4 Market Breakup by Deployment Mode
12.3.6.5 Market Breakup by Mode of Channel
12.3.6.6 Market Breakup by Enterprise Size
12.3.6.7 Market Breakup by Price Range
12.3.6.8 Market Breakup by Industry Vertical
12.3.6.9 Key Players
12.3.6.10 Market Forecast (2024-2032)
12.3.7 Others
12.3.7.1 Historical and Current Market Trends (2018-2023)
12.3.7.2 Market Forecast (2024-2032)
12.4 Latin America
12.4.1 Brazil
12.4.1.1 Market Drivers
12.4.1.2 Historical and Current Market Trends (2018-2023)
12.4.1.3 Market Breakup by Component
12.4.1.4 Market Breakup by Deployment Mode
12.4.1.5 Market Breakup by Mode of Channel
12.4.1.6 Market Breakup by Enterprise Size
12.4.1.7 Market Breakup by Price Range
12.4.1.8 Market Breakup by Industry Vertical
12.4.1.9 Key Players
12.4.1.10 Market Forecast (2024-2032)
12.4.2 Mexico
12.4.2.1 Market Drivers
12.4.2.2 Historical and Current Market Trends (2018-2023)
12.4.2.3 Market Breakup by Component
12.4.2.4 Market Breakup by Deployment Mode
12.4.2.5 Market Breakup by Mode of Channel
12.4.2.6 Market Breakup by Enterprise Size
12.4.2.7 Market Breakup by Price Range
12.4.2.8 Market Breakup by Industry Vertical
12.4.2.9 Key Players
12.4.2.10 Market Forecast (2024-2032)
12.4.3 Others
12.4.3.1 Historical and Current Market Trends (2018-2023)
12.4.3.2 Market Forecast (2024-2032)
12.5 Middle East and Africa
12.5.1 Market Drivers
12.5.2 Historical and Current Market Trends (2018-2023)
12.5.3 Market Breakup by Component
12.5.4 Market Breakup by Deployment Mode
12.5.5 Market Breakup by Mode of Channel
12.5.6 Market Breakup by Enterprise Size
12.5.7 Market Breakup by Price Range
12.5.8.8 Market Breakup by Industry Vertical
12.5.9 Market Breakup by Country
12.5.10 Key Players
12.5.11 Market Forecast (2024-2032)
12.6 Attractive Investment Proposition by Region
13 Global Call Center AI Market – Competitive Landscape
13.1 Overview
13.2 Market Structure
13.3 Market Share by Key Players
13.4 Market Player Positioning
13.5 Top Winning Strategies
13.6 Competitive Dashboard
13.7 Company Evaluation Quadrant
14 Profiles of Key Players
14.1 Amazon Web Services Inc. (Amazon.com Inc.)
14.1.1 Business Overview
14.1.2 Product Portfolio
14.1.3 Business Strategies
14.1.4 SWOT Analysis
14.1.5 Major News and Events
14.2 Artificial Solutions
14.2.1 Business Overview
14.2.2 Product Portfolio
14.2.3 Business Strategies
14.2.4 SWOT Analysis
14.2.5 Major News and Events
14.3 Avaya LLC
14.3.1 Business Overview
14.3.2 Product Portfolio
14.3.3 Business Strategies
14.3.4 SWOT Analysis
14.3.5 Major News and Events
14.4 Bright Pattern Inc.
14.4.1 Business Overview
14.4.2 Product Portfolio
14.4.3 Business Strategies
14.4.4 SWOT Analysis
14.4.5 Major News and Events
14.5 Google LLC (Alphabet Inc.)
14.5.1 Business Overview
14.5.2 Product Portfolio
14.5.3 Business Strategies
14.5.4 SWOT Analysis
14.5.5 Major News and Events
14.6 International Business Machines Corporation
14.6.1 Business Overview
14.6.2 Product Portfolio
14.6.3 Business Strategies
14.6.4 SWOT Analysis
14.6.5 Major News and Events
14.7 Jio Haptik Technologies Limited (Reliance Industries Limited)
14.7.1 Business Overview
14.7.2 Product Portfolio
14.7.3 Business Strategies
14.7.4 SWOT Analysis
14.7.5 Major News and Events
14.8 Microsoft Corporation
14.8.1 Business Overview
14.8.2 Product Portfolio
14.8.3 Business Strategies
14.8.4 SWOT Analysis
14.8.5 Major News and Events
14.9 NICE inContact (NICE Systems Ltd.)
14.9.1 Business Overview
14.9.2 Product Portfolio
14.9.3 Business Strategies
14.9.4 SWOT Analysis
14.9.5 Major News and Events
14.10 Oracle Corporation
14.10.1 Business Overview
14.10.2 Product Portfolio
14.10.3 Business Strategies
14.10.4 SWOT Analysis
14.10.5 Major News and Events
14.11 SmartAction LLC
14.11.1 Business Overview
14.11.2 Product Portfolio
14.11.3 Business Strategies
14.11.4 SWOT Analysis
14.11.5 Major News and Events
14.12 Zendesk Inc.
14.12.1 Business Overview
14.12.2 Product Portfolio
14.12.3 Business Strategies
14.12.4 SWOT Analysis
14.12.5 Major News and Events
Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.
15 Global Call Center AI Market - Industry Analysis
15.1 Drivers, Restraints, and Opportunities
15.1.1 Overview
15.1.2 Drivers
15.1.3 Restraints
15.1.4 Opportunities
15.1.5 Impact Analysis
15.2 Porters Five Forces Analysis
15.2.1 Overview
15.2.2 Bargaining Power of Buyers
15.2.3 Bargaining Power of Suppliers
15.2.4 Degree of Competition
15.2.5 Threat of New Entrants
15.2.6 Threat of Substitutes
15.3 Value Chain Analysis
16 Strategic Recommendations
17 Appendix
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