Remote Access Provided by Cloud Category Fuels Call Center AI Market

Published Sep 29, 2022 

Anany Joshi
By Anany Joshi

18 Articles

In 2021, the call center AI market generated sales worth $1,982.9 million, and it is expected to contribute $12,910.6 million in 2030, progressing at a rate of 23.1% from 2021 to 2030, ascribed to the growing up requirements for improved data analytics to manage customer inquiries with the real-time response to improve customer engagement through social media.

In order to pace up the 4th industrial revolution, businesses across various industries are adopting advanced technologies such as artificial intelligence, machine learning, and mobile supercomputing that in turn, will fuel the demand for call center AI software in the near future. More than 7500 businesses worldwide use AI, which signifies a 35% adoption rate in 2022, showing a 4% increase from the previous year, according to a survey. In addition, 66% of companies are planning or have already begun the execution of AI applications to stay in the market competition in the near future.

Moreover, the cloud category is projected to generate the highest sales in the call center AI market, progressing at a 24.3% rate from 2021 to 2030, attributed to the public, private, and hybrid cloud technologies which offer remote access and flexibility. Organizations opt for this deployment mode, due to hosting on software on the server of the vendor that can be accessed through a web browser. It mitigates the requirement of regular updates and allows remote access of data to users with hassles.

Furthermore, traditional cloud-based call centers are inexpensive compared to on-premises call centers, hence boost call center AI market, owed to minimal investment and ease of deployment luring businesses to adopt it. In addition, cloud-based software offers multiple plans to select the one that fits the requirement and budget. The rise in software demand is owed to the inexpensive, high scalability, and ease of use features. In addition, it improves operational efficiency, reduces operational costs, and enhances the productivity of the workforce.

Moreover, this software alleviates the full-time work model from the call center, making it a cost-effective solution for SME organizations. Applications include interactive voice response technology that reduces costs involved in the associated and live call attending services by directly routing the call to the right department agent by voice commands, resulting in the expansion of the market.

Furthermore, the COVID-19 pandemic outbreak propels the call center AI market due to a significant rise in the overall call volume to call centers. According to a report, over 300% rise in calls were witnessed during the early phase of the global pandemic lockdown. In addition, IBM Watson Assistant experienced a 60% surge in the monthly active users from the first to last month of 2020 which resulted in an increase in investments of the businesses for software to automate processes and increase the efficiency of redundant tasks.

North America captures the largest call center AI market share, and it is predicted to generate revenue worth $6,582.4 million by 2030, advancing at a rate of 23.3% during the forecast period, led by the strong presence of the key players in the region and the increased investments made on call centers to facilitate efficient services to retain customers across industries.

Therefore, the inexpensive solutions, high efficiency, and improved productivity with remote access proliferate the market.