Global Call Center AI Market to Grow at 21% CAGR by 2030 | MarkNtel Advisors

Artificial Intelligence Feb 25, 2025 14 Add to Reading List

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Market Overview:

MarkNtel Advisors has released a new report that highlights the strong growth trajectory of the Call Center AI Market, The Global Call Center AI Market size was valued at around USD 2.3 billion in 2024 and is projected to reach USD 7.2 billion by 2030. Along with this, the market is estimated to grow at a CAGR of around 21% during the forecast period, i.e., 2025-30. Various factors are attributed to the growth of the market like growth in automobile production, growing focus on lightweight & sustainable materials, rising demand for luxury & customized interiors, increasing focus on safety standards, and the adoption of Advanced Driver Assistance Systems (ADAS). The report provides valuable insights into the drivers, trends, and challenges shaping the future of the Call Center AI Market. It offers an in-depth look at the key players, geographical performance, and the segments leading the charge in market share.

Industry Outlook & Forecasts:

Forecast Period: 2025-2030
Market Size in 2024: USD 2.3 billion
CAGR (2025-2030): 21%

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Global Call Center AI Market Segmentation Breakdown:

By Application
- Predictive Call Routing - Market Size & Forecast 2020-2030F, USD Million
- Journey Orchestration - Market Size & Forecast 2020-2030F, USD Million
- Quality Management - Market Size & Forecast 2020-2030F, USD Million
- Sentiment Analysis - Market Size & Forecast 2020-2030F, USD Million
- Workforce Management & Advanced Scheduling - Market Size & Forecast 2020-2030F, USD Million
- Others (Call Centre reporting, etc.) - Market Size & Forecast 2020-2030F, USD Million

Predictive Call Routing is a dominant segment in the Global Call Center AI Market, accounting for around 25% share of the entire market value, because of its potential to improve client experience and enhance operational efficiency.

By Deployment
- Cloud-based - Market Size & Forecast 2020-2030F, USD Million
- On-premises - Market Size & Forecast 2020-2030F, USD Million
By Channel
- Social Media - Market Size & Forecast 2020-2030F, USD Million
- Phone - Market Size & Forecast 2020-2030F, USD Million
- Chat - Market Size & Forecast 2020-2030F, USD Million
- Website - Market Size & Forecast 2020-2030F, USD Million
- Email or Text - Market Size & Forecast 2020-2030F, USD Million

Phone stays the dominant channel in the Global Call Center AI Market, holding around 40% market share. Despite the growth of digital conversation channels, voice remains the desired method for clients handling complex or sensitive problems that require personalized attention.

By Enterprise Type
- Large Enterprises - Market Size & Forecast 2020-2030F, USD Million
- Small & Medium Enterprises - Market Size & Forecast 2020-2030F, USD Million
By Industry
- BFSI - Market Size & Forecast 2020-2030F, USD Million
- IT & Telecommunication - Market Size & Forecast 2020-2030F, USD Million
- Retail & E-commerce - Market Size & Forecast 2020-2030F, USD Million
- Healthcare - Market Size & Forecast 2020-2030F, USD Million
- Energy & Utilities - Market Size & Forecast 2020-2030F, USD Million
- Travels & Hospitality - Market Size & Forecast 2020-2030F, USD Million
- Others (Government, Education and etc.) - Market Size & Forecast 2020-2030F, USD Million

Geographical Growth Insights:

By Region

North America
South America
Europe
The Middle East & Africa
Asia-Pacific

North America captured around 35% share of the total market because of numerous factors, including the early adoption of AI technologies and robust technological infrastructure.

MarkNtel Advisors Highlights Key Market Drivers for Call Center AI Market:

Increased Demand for 24/7 Customer Support – In the Global Call Center AI Market, the increasing demand for customer support 24/7 is pushing the market growth & expansion. Businesses are turning to AI-driven solutions to meet the consumer demand for immediate responses at any hour of the day without any additional expenses. Businesses can now offer round-the-clock customer service by using AI-powered tools like chatbots and virtual assistants to answer questions and fix problems. This is especially crucial for international operations that take place in different time zones. For instance; AI chatbots have been used by businesses like H&M and Sephora to interact with customers 24/7, greatly improving the customer experience. Also, as per Zendesk, more than half of the consumer expect an instant and real-time response to their problems from the brands. Furthermore, AI manages repetitive tasks more quickly and enhances efficiency by reducing labor costs. This shift is crucial for groups striving to stay competitive in the digital world.

A Comprehensive Analysis of Leading Companies in Global Call Center AI Market

IBM, ORACLE, NICE, Zendesk, BrightPattern, SAP, SmartAction LLC, Microsoft, Avaya LLC, Google LLC (Alphabet Inc.), Amazon Web Services Inc. (Amazon.com Inc.), Artificial Solutions, Jio Haptik Technologies Limited (Reliance Industries Limited), Genesys, and others

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Global Call Center AI Industry Recent Development:

February 2024: Zendesk acquired Klaus. Tymeshift a new tool designed exclusively for Zendesk is part of the company’s current WEM solutions which have been updated with Klaus's acquisition. Businesses now have the best AI-powered automated quality assurance available with the WEM portfolio acquisition.
February 2024: Bright Pattern collaborated with Arthur Lawrence to improve the clientele experience. This strategic alliance is a turning point in the dedication to providing unmatched customer service.

What are the growth Opportunity driving the Global Call Center AI Market?

Advancements in Voice AI and Speech Recognition – Technological enhancements in voice AI and speech recognition technology are presenting a key opportunity in the Global Call Center AI Market. These innovations enable machines to interact with humans more naturally, efficiently, and accurately. AI-powered speech recognition systems could understand and process complex consumer inquiries in a variety of languages, increasing customer satisfaction. About 75% of customers prefer voice assistance for quick searches rather than typing. These developments in voice AI increase scalability, decrease operating costs and eliminate the need for manual intervention. The consumer preference for seamless interactions for their queries presents a significant opportunity for companies to integrate voice AI and speech recognition technologies to meet consumer satisfaction. For instance;

By the innovative solutions developed by companies like Google with its Dialog flow platform, Microsoft's Azure Bot Service, and Amazon Lex by AWS, call centers can provide highly customized voice interactions.

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Key Advantages of the Report by MarkNtel Advisors:

Accurate Revenue Projections: The report provides precise revenue estimates for the market and its key subsegments, benefiting both market leaders and new entrants.

Strategic Insights for Stakeholders: By understanding the competitive landscape, stakeholders can strategically position their businesses and develop effective go-to-market strategies.

Comprehensive Market Dynamics Analysis: The report offers valuable insights into the key drivers, restraints, challenges, and opportunities within the market, helping stakeholders make well-informed decisions.

Note: If you need additional information not included in the report, we can customize it to suit your requirements.

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About Us –

MarkNtel Advisors is a leading consulting, data analytics, and market research firm that provides an extensive range of strategic reports on diverse industry verticals. We being a qualitative & quantitative research company, strive to deliver data to a substantial & varied client base, including multinational corporations, financial institutions, governments, and individuals, among others.

We have our existence across the market for many years and have conducted multi-industry research across 80+ countries, spreading our reach across numerous regions like America, Asia-Pacific, Europe, the Middle East & Africa, etc., and many countries across the regional scale, namely, the US, India, the Netherlands, Saudi Arabia, the UAE, Brazil, and several others.

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