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Global Contact Center Intelligence Market Report By Solution (Chatbot, Intelligent Virtual Assistant (IVA), Intelligent Interactive Voice Response (IVR) System), By Service (Integration & Deployment, Support & Maintenance, Training & Consulting, Managed Services), By Technology (Natural Language Processing, Machine Learning, Automatic Speech Recognition, Computer Vision, Video Recognition), By End-User (BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Travel & Hospitality, Others) And By Regions - Industry Trends, Size, Share, Growth, Estimation and Forecast, 2021-2028
ID:VMR11214104
April 2021
Report Formats: Electronic (PDF), MS EXCEL
Global Contact Center Intelligence Market Overview
The key driver impacting the contact center intelligence market is the rapidly expanding preference for Artificial Intelligence (AI)-based solutions such as chatbot, intelligent virtual assistant (IVA), and intelligent interactive voice Response (IVR) to offer enhanced customer support services. For instance, According to the WebsiteBuilder, Around 69% of the public prefer to utilize a chatbot than a company’s official app, and 63% of people trust chatbots with their most sensitive information. Globally 80% of companies are by now planning to deploy several types of chatbot by 2020, and Chatbots are expected to help decreasing business costs by up to $8 billion by the year 2022. Also, 43% of those who use digital banking services prefer using chatbots or live chat to deal with their problems. Moreover, the increasing level of customer engagement through social media platforms is estimated to be a significant factor that adds growth to the market. For instance, 500 million tweets are sent, and over four petabytes of data are created on Facebook each day globally as per the World Economic Forum.
The ever increasing volumes of data being generated by organizations are estimated to improve market demand in the forecast period. For instance, According to the World Economic form, the entire digital universe is estimated to reach 44 zettabytes in 2020. It is predictable that 463 exabytes of data will be generated per day globally by 2025. However, the high cost of contact center solutions and services may hamper the global contact center intelligence industry in the long run. Also, data privacy and security concerns are negatively impacting the growth of the market. The current industry trends, such as the growing implementation of omnichannel solutions ensuring customer satisfaction and initiatives intended to add value to contact center AI assistances via incorporation of gesture recognition capabilities, are expected to provide beneficial market opportunities for the market players.
The contact center intelligence market is vast, with many local and global players. The key leaders follow several strategies to improve their market position, such as mergers, acquisitions, expansions, product innovations, and extending product portfolio, to boost their market share globally. For instance, In July 2020, Microsoft acquired Metaswitch Network, a provider of virtualized network software and data, voice, and communications solutions for operators. The acquisition goes together with Microsoft's Communication portfolio and is likely to help them to bring innovative solutions that drive the development of new communications markets. The known players included in the report Amazon Web Services Inc., Avaya Inc., IBM Corporation, Google Inc, Artificial Solutions International AB, Microsoft Corporation, Nuance Communications, Inc., SAP SE, Oracle Corporation, and Zendesk, Inc.
In this research report, the contact center intelligence market is segmented by solution, service, technology, end-user, and region.
Analysis by Solution:
By solution, the report is categorized into chatbot, intelligent virtual assistant (IVA), and intelligent interactive voice response (IVR) System. The intelligent Interactive Voice Response (IVR) system segment dominates the solution segment with a 47.5% market share in 2019. It is due to its extensive requirement for identifying, segmenting, and routing calls to the most suitable agent. Moreover, it can put forward essential opportunities to get better interactions with customers also help businesses in escalating operational efficiency, thus contribute to the vast market demand in the forecast period.
Analysis by Service:
By service, the report is categorized into integration & deployment, support & maintenance, training & consulting, and managed services. The integration and deployment segment dominated the market and accounted for over one-third share of the global revenue in 2019. It is due to enterprises growing emphasis on increasing the contact center's productivity and improving the customer service experience. Moreover, several enterprises are majorly focusing on incorporating AI assistance in their contact centers as it assists in better understanding of customer trends and also allows organizations to facilitate customer interaction channels with operational, training, and decision-making analytics thus, contributing to the growth of integration and deployment segment in the forecast period.
Analysis by Technology:
By technology, the report is categorized into natural language processing, machine learning, automatic speech recognition, computer vision, video recognition. The computer vision segment dominates the technology segment with a one–third market share in 2019. It is due to numerous benefits associated with computer vision technology. For instance, it allows contact centers to automatically pull out and evaluate data from both videos and stills. It has effective object recognition potential that helps categorize the nature of the customer call and reviews its urgency. Moreover, the computer vision-enabled platform can potentially identify the appropriate agent and department depending on the customer’s requirement for efficient service handling, contributing to the growth of the computer vision segment in the forecast period.
Analysis by End-User:
By end-user, the report is categorized into BFSI, consumer goods & retail, government, healthcare, IT & telecom, travel & hospitality, and others. The IT & telecom segment dominates the technology segment with over one-fourth share of the global market revenue in 2019. It is due to telecom companies are predominantly considering supporting the large volumes of data they are producing to improve customer experience and maintain the customer base. Moreover, the continued rollout of mobile and broadband service and growing pressure on communications service providers to present high-quality services and enhanced customer experience contribute to more market demand from the IT & telecom segment in the forecast period.
Analysis by Region:
In the regional outlook of the global contact center intelligence market, the North American region dominates with a maximum market share of 30% in 2019. It is due to the presence of well-established economies like the U.S. and Canada coupled with massive investment in new technologies by the vendors present in these regions. The market players, mainly in the U.S., always focused on leveraging advanced technologies like deep learning, artificial intelligence(AI), and machine learning (ML) to lead globally as a part of their constant business stratagem. Moreover, speedy technological advancement and the presence of various key players such as Amazon Web Services, IBM Corporation, and Microsoft Corporation contributes to the development of the contact center intelligence market across North America
Market Segmentation covered in the Report:
By Solution
The key driver impacting the contact center intelligence market is the rapidly expanding preference for Artificial Intelligence (AI)-based solutions such as chatbot, intelligent virtual assistant (IVA), and intelligent interactive voice Response (IVR) to offer enhanced customer support services. For instance, According to the WebsiteBuilder, Around 69% of the public prefer to utilize a chatbot than a company’s official app, and 63% of people trust chatbots with their most sensitive information. Globally 80% of companies are by now planning to deploy several types of chatbot by 2020, and Chatbots are expected to help decreasing business costs by up to $8 billion by the year 2022. Also, 43% of those who use digital banking services prefer using chatbots or live chat to deal with their problems. Moreover, the increasing level of customer engagement through social media platforms is estimated to be a significant factor that adds growth to the market. For instance, 500 million tweets are sent, and over four petabytes of data are created on Facebook each day globally as per the World Economic Forum.
According to Value Market Research, the global contact center intelligence market was valued at around USD 1050 million in 2019 and is estimated to grow at a CAGR of about 20% during the forecast period of 2021 to 2027.
The ever increasing volumes of data being generated by organizations are estimated to improve market demand in the forecast period. For instance, According to the World Economic form, the entire digital universe is estimated to reach 44 zettabytes in 2020. It is predictable that 463 exabytes of data will be generated per day globally by 2025. However, the high cost of contact center solutions and services may hamper the global contact center intelligence industry in the long run. Also, data privacy and security concerns are negatively impacting the growth of the market. The current industry trends, such as the growing implementation of omnichannel solutions ensuring customer satisfaction and initiatives intended to add value to contact center AI assistances via incorporation of gesture recognition capabilities, are expected to provide beneficial market opportunities for the market players.
The contact center intelligence market is vast, with many local and global players. The key leaders follow several strategies to improve their market position, such as mergers, acquisitions, expansions, product innovations, and extending product portfolio, to boost their market share globally. For instance, In July 2020, Microsoft acquired Metaswitch Network, a provider of virtualized network software and data, voice, and communications solutions for operators. The acquisition goes together with Microsoft's Communication portfolio and is likely to help them to bring innovative solutions that drive the development of new communications markets. The known players included in the report Amazon Web Services Inc., Avaya Inc., IBM Corporation, Google Inc, Artificial Solutions International AB, Microsoft Corporation, Nuance Communications, Inc., SAP SE, Oracle Corporation, and Zendesk, Inc.
In this research report, the contact center intelligence market is segmented by solution, service, technology, end-user, and region.
Analysis by Solution:
By solution, the report is categorized into chatbot, intelligent virtual assistant (IVA), and intelligent interactive voice response (IVR) System. The intelligent Interactive Voice Response (IVR) system segment dominates the solution segment with a 47.5% market share in 2019. It is due to its extensive requirement for identifying, segmenting, and routing calls to the most suitable agent. Moreover, it can put forward essential opportunities to get better interactions with customers also help businesses in escalating operational efficiency, thus contribute to the vast market demand in the forecast period.
Analysis by Service:
By service, the report is categorized into integration & deployment, support & maintenance, training & consulting, and managed services. The integration and deployment segment dominated the market and accounted for over one-third share of the global revenue in 2019. It is due to enterprises growing emphasis on increasing the contact center's productivity and improving the customer service experience. Moreover, several enterprises are majorly focusing on incorporating AI assistance in their contact centers as it assists in better understanding of customer trends and also allows organizations to facilitate customer interaction channels with operational, training, and decision-making analytics thus, contributing to the growth of integration and deployment segment in the forecast period.
Analysis by Technology:
By technology, the report is categorized into natural language processing, machine learning, automatic speech recognition, computer vision, video recognition. The computer vision segment dominates the technology segment with a one–third market share in 2019. It is due to numerous benefits associated with computer vision technology. For instance, it allows contact centers to automatically pull out and evaluate data from both videos and stills. It has effective object recognition potential that helps categorize the nature of the customer call and reviews its urgency. Moreover, the computer vision-enabled platform can potentially identify the appropriate agent and department depending on the customer’s requirement for efficient service handling, contributing to the growth of the computer vision segment in the forecast period.
Analysis by End-User:
By end-user, the report is categorized into BFSI, consumer goods & retail, government, healthcare, IT & telecom, travel & hospitality, and others. The IT & telecom segment dominates the technology segment with over one-fourth share of the global market revenue in 2019. It is due to telecom companies are predominantly considering supporting the large volumes of data they are producing to improve customer experience and maintain the customer base. Moreover, the continued rollout of mobile and broadband service and growing pressure on communications service providers to present high-quality services and enhanced customer experience contribute to more market demand from the IT & telecom segment in the forecast period.
Analysis by Region:
In the regional outlook of the global contact center intelligence market, the North American region dominates with a maximum market share of 30% in 2019. It is due to the presence of well-established economies like the U.S. and Canada coupled with massive investment in new technologies by the vendors present in these regions. The market players, mainly in the U.S., always focused on leveraging advanced technologies like deep learning, artificial intelligence(AI), and machine learning (ML) to lead globally as a part of their constant business stratagem. Moreover, speedy technological advancement and the presence of various key players such as Amazon Web Services, IBM Corporation, and Microsoft Corporation contributes to the development of the contact center intelligence market across North America
Market Segmentation covered in the Report:
By Solution
- Chatbot
- Intelligent Virtual Assistant (IVA)
- Intelligent Interactive Voice Response (IVR) System
- Integration & Deployment
- Support & Maintenance
- Training & Consulting
- Managed Services
- Natural Language Processing
- Machine Learning
- Automatic Speech Recognition
- Computer Vision
- Video Recognition
- BFSI
- Consumer Goods & Retail
- Government
- Healthcare
- IT & Telecom
- Travel & Hospitality
- Others
- North America
- Europe
- The Asia Pacific
- Latin America
- The Middle East and Africa
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1 . PREFACE
1.1. Report Description
1.1.1. Objective
1.1.2. Target Audience
1.1.3. Unique Selling Proposition (USP) & offerings
1.2. Research Scope
1.3. Research Methodology
1.3.1. Market Research Process
1.3.2. Market Research Methodology
2 . EXECUTIVE SUMMARY
2.1. Highlights of Market
2.2. Global Market Snapshot
3 . CONTACT CENTER INTELLIGENCE – INDUSTRY ANALYSIS
3.1. Introduction - Market Dynamics
3.2. Market Drivers
3.3. Market Restraints
3.4. Opportunities
3.5. Industry Trends
3.6. Porter’s Five Force Analysis
3.7. Market Attractiveness Analysis
3.7.1 By Solution
3.7.2 By Service
3.7.3 By Technology
3.7.4 By End-User
3.7.5 By Region
4 . VALUE CHAIN ANALYSIS
4.1. Value Chain Analysis
4.2. Raw Material Analysis
4.2.1. List of Raw Materials
4.2.2. Raw Material Manufactures List
4.2.3. Price Trend of Key Raw Materials
4.3. List of Potential Buyers
4.4. Marketing Channel
4.4.1. Direct Marketing
4.4.2. Indirect Marketing
4.4.3. Marketing Channel Development Trend
5 . IMPACT ANALYSIS OF COVID-19 OUTBREAK
5.1. Impact Analysis of Covid-19 Outbreak
5.1.1. Direct Impact on Production
5.1.2. Supply Chain and Market Disruption
5.1.3. Financial Impact on Firms and Financial Markets
5.2. COVID-19 Impact Analysis by Production, Import, Export and Demand
5.3. Market: Pre V/S Post COVID-19
5.4. Estimated Impact of the Coronavirus (COVID-19) Epidemic
5.5. COVID-19: Micro and Macro Factor Analysis
6 . GLOBAL CONTACT CENTER INTELLIGENCE MARKET ANALYSIS BY SOLUTION
6.1 Overview by Solution
6.2 Historical and Forecast Data
6.3 Analysis by Solution
6.4 Chatbot Market by Regions
6.5 Intelligent Virtual Assistant (IVA) Market by Regions
6.6 Intelligent Interactive Voice Response (IVR) System Market by Regions
7 . GLOBAL CONTACT CENTER INTELLIGENCE MARKET ANALYSIS BY SERVICE
7.1 Overview by Service
7.2 Historical and Forecast Data
7.3 Analysis by Service
7.4 Integration & Deployment Market by Regions
7.5 Support & Maintenance Market by Regions
7.6 Training & Consulting Market by Regions
7.7 Managed Services Market by Regions
8 . GLOBAL CONTACT CENTER INTELLIGENCE MARKET ANALYSIS BY TECHNOLOGY
8.1 Overview by Technology
8.2 Historical and Forecast Data
8.3 Analysis by Technology
8.4 Natural Language Processing Market by Regions
8.5 Machine Learning Market by Regions
8.6 Automatic Speech Recognition Market by Regions
8.7 Computer Vision Market by Regions
8.8 Video Recognition Market by Regions
9 . GLOBAL CONTACT CENTER INTELLIGENCE MARKET ANALYSIS BY END-USER
9.1 Overview by End-User
9.2 Historical and Forecast Data
9.3 Analysis by End-User
9.4 BFSI Market by Regions
9.5 Consumer Goods & Retail Market by Regions
9.6 Government Market by Regions
9.7 Healthcare Market by Regions
9.8 IT & Telecom Market by Regions
9.9 Travel & Hospitality Market by Regions
9.10. Others Market by Regions
10 . GLOBAL CONTACT CENTER INTELLIGENCE MARKET ANALYSIS BY GEOGRAPHY
10.1. Regional Outlook
10.2. Introduction
10.3. North America
10.3.1. Overview, Historic and Forecast Data
10.3.2. North America By Segment
10.3.3. North America By Country
10.3.4. United State
10.3.5. Canada
10.3.6. Mexico
10.4. Europe
10.4.1. Overview, Historic and Forecast Data
10.4.2. Europe by Segment
10.4.3. Europe by Country
10.4.4. United Kingdom
10.4.5. France
10.4.6. Germany
10.4.7. Italy
10.4.8. Russia
10.4.9. Rest Of Europe
10.5. Asia Pacific
10.5.1. Overview, Historic and Forecast Data
10.5.2. Asia Pacific by Segment
10.5.3. Asia Pacific by Country
10.5.4. China
10.5.5. India
10.5.6. Japan
10.5.7. South Korea
10.5.8. Australia
10.5.9. Rest Of Asia Pacific
10.6. Latin America
10.6.1. Overview, Historic and Forecast Data
10.6.2. Latin America by Segment
10.6.3. Latin America by Country
10.6.4. Brazil
10.6.5. Argentina
10.6.6. Peru
10.6.7. Chile
10.6.8. Rest of Latin America
10.7. Middle East & Africa
10.7.1. Overview, Historic and Forecast Data
10.7.2. Middle East & Africa by Segment
10.7.3. Middle East & Africa by Country
10.7.4. Saudi Arabia
10.7.5. UAE
10.7.6. Israel
10.7.7. South Africa
10.7.8. Rest Of Middle East And Africa
11 . COMPETITIVE LANDSCAPE OF THE CONTACT CENTER INTELLIGENCE COMPANIES
11.1. Contact Center Intelligence Market Competition
11.2. Partnership/Collaboration/Agreement
11.3. Merger And Acquisitions
11.4. New Product Launch
11.5. Other Developments
12 . COMPANY PROFILES OF CONTACT CENTER INTELLIGENCE INDUSTRY
12.1. Company Share Analysis
12.2. Market Concentration Rate
12.3. Amazon Web Services Inc.
12.3.1. Company Overview
12.3.2. Financials
12.3.3. Products
12.3.4. Recent Developments
12.4. Avaya Inc., IBM Corporation
12.4.1. Company Overview
12.4.2. Financials
12.4.3. Products
12.4.4. Recent Developments
12.5. Google Inc
12.5.1. Company Overview
12.5.2. Financials
12.5.3. Products
12.5.4. Recent Developments
12.6. Artificial Solutions International AB
12.6.1. Company Overview
12.6.2. Financials
12.6.3. Products
12.6.4. Recent Developments
12.7. Microsoft Corporation
12.7.1. Company Overview
12.7.2. Financials
12.7.3. Products
12.7.4. Recent Developments
12.8. Nuance Communications, Inc.
12.8.1. Company Overview
12.8.2. Financials
12.8.3. Products
12.8.4. Recent Developments
12.9. SAP SE
12.9.1. Company Overview
12.9.2. Financials
12.9.3. Products
12.9.4. Recent Developments
12.10. Oracle Corporation
12.10.1. Company Overview
12.10.2. Financials
12.10.3. Products
12.10.4. Recent Developments
12.11. Zendesk, Inc.
12.11.1. Company Overview
12.11.2. Financials
12.11.3. Products
12.11.4. Recent Developments
*Note - in company profiling, financial details and recent development are subject to availability or might not be covered in case of private companies
LIST OF TABLES
- Market Snapshot
- Drivers : Impact Analysis
- Restraints : Impact Analysis
- List of Raw Material
- List of Raw Material Manufactures
- List of Potential Buyers
- COVID-19 Impact Analysis by Production, Import, Export and Demand
- Pre V/S Post COVID-19
- Estimated Impact Of The Coronavirus (Covid-19) Epidemic
- COVID-19: Micro and Macro Factor Analysis
- Analysis by Solution (USD MN)
- Chatbot Market by Geography (USD MN)
- Intelligent Virtual Assistant (IVA) Market by Geography (USD MN)
- Intelligent Interactive Voice Response (IVR) System Market by Geography (USD MN)
- Analysis Market by Service (USD MN)
- Integration & Deployment Market by Geography (USD MN)
- Support & Maintenance Market by Geography (USD MN)
- Training & Consulting Market by Geography (USD MN)
- Managed Services Market by Geography (USD MN)
- Analysis by Technology (USD MN)
- Natural Language Processing Market by Geography (USD MN)
- Machine Learning Market by Geography (USD MN)
- Automatic Speech Recognition Market by Geography (USD MN)
- Computer Vision Market by Geography (USD MN)
- Video Recognition Market by Geography (USD MN)
- Analysis by End-User (USD MN)
- BFSI Market by Geography (USD MN)
- Consumer Goods & Retail Market by Geography (USD MN)
- Government Market by Geography (USD MN)
- Healthcare Market by Geography (USD MN)
- IT & Telecom Market by Geography (USD MN)
- Travel & Hospitality Market by Geography (USD MN)
- Others Market by Geography (USD MN)
- Global Contact Center Intelligence Market by Geography (USD MN)
- North America Market Analysis (USD MN)
- United State Market Analysis (USD MN)
- Canada Market Analysis (USD MN)
- Mexico Market Analysis (USD MN)
- Europe Market Analysis (USD MN)
- Europe Market Estimate by Country (USD MN)
- United Kingdom Market Analysis (USD MN)
- France Market Analysis (USD MN)
- Germany Market Analysis (USD MN)
- Italy Market Analysis (USD MN)
- Russia Market Analysis (USD MN)
- Spain Market Analysis (USD MN)
- Rest of Europe Market Analysis (USD MN)
- Asia Pacific Market Analysis (USD MN)
- China Market Analysis (USD MN)
- Japan Market Analysis (USD MN)
- India Market Analysis (USD MN)
- South Korea Market Analysis (USD MN)
- Australia Market Analysis (USD MN)
- Rest of Asia Pacific Market Analysis (USD MN)
- Latin America Market Analysis (USD MN)
- Brazil Market Analysis (USD MN)
- Argentina Market Analysis (USD MN)
- Peru Market Analysis (USD MN)
- Chile Market Analysis (USD MN)
- Rest of Latin America Market Analysis (USD MN)
- Middle East & Africa Market Analysis (USD MN)
- Saudi Arabia Market Analysis (USD MN)
- UAE Market Analysis (USD MN)
- Israel Market Analysis (USD MN)
- South Africa Market Analysis (USD MN)
- Rest of Middle East and Africa Market Analysis (USD MN)
- Partnership/Collaboration/Agreement
- Mergers And Acquisiton
LIST OF FIGURES
- Research Scope of Contact Center Intelligence Report
- Market Research Process
- Market Research Methodology
- Global Contact Center Intelligence Market Size, by Region (USD MN)
- Porters Five Forces Analysis
- Market Attractiveness Analysis by Solution
- Market Attractiveness Analysis by Service
- Market Attractiveness Analysis by Technology
- Market Attractiveness Analysis by End-User
- Market Attractiveness Analysis by Region
- Value Chain Analysis
- Global Market Analysis by Solution (USD MN)
- Chatbot Market by Geography (USD MN)
- Intelligent Virtual Assistant (IVA) Market by Geography (USD MN)
- Intelligent Interactive Voice Response (IVR) System Market by Geography (USD MN)
- Global Market Analysis by Service (USD MN)
- Integration & Deployment Market by Geography (USD MN)
- Support & Maintenance Market by Geography (USD MN)
- Training & Consulting Market by Geography (USD MN)
- Managed Services Market by Geography (USD MN)
- Global Market Analysis by Technology (USD MN)
- Natural Language Processing Market by Geography (USD MN)
- Machine Learning Market by Geography (USD MN)
- Automatic Speech Recognition Market by Geography (USD MN)
- Computer Vision Market by Geography (USD MN)
- Video Recognition Market by Geography (USD MN)
- Global Market Analysis by End-User (USD MN)
- BFSI Market by Geography (USD MN)
- Consumer Goods & Retail Market by Geography (USD MN)
- Government Market by Geography (USD MN)
- Healthcare Market by Geography (USD MN)
- IT & Telecom Market by Geography (USD MN)
- Travel & Hospitality Market by Geography (USD MN)
- Others Market by Geography (USD MN)
- Global Market by Revenue
- North America Market by Revenue
- Europe Market by Revenue
- Asia Pacific Market by Revenue
- Latin America Market by Revenue
- Middle East & Africa Market by Revenue
- Recent Development in Industry
- Company Market Share Analysis
* Kindly note that the above listed are the basic tables and figures of the report and are not limited to the TOC.
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Objectives of Study
- Define and measure the global market
- Volume or revenue forecast of the global market and its various sub-segments with respect to main geographies
- Analyze and identify major market trends along with the factors driving or inhibiting the market growth
- Study the company profiles of the major market players with their market share
- Analyze competitive developments