Contact Center Intelligence Market To Reach $11.20 Billion By 2030

Contact Center Intelligence Market Growth & Trends

The global contact center intelligence market size is expected to reach USD 11.20 billion by 2030, registering a CAGR of 24.3% from 2024 to 2030, according to a new report by Grand View Research, Inc. The growth can be attributed to the growing use of AI-powered chatbots to manage business operations efficiently and effectively. The rising level of customer engagement through various channels, such as websites, emails, and social media, is also expected to create growth opportunities for the market over the forecast period.

Enterprises are aggressively opting for omnichannel solutions and speech technology as part of the efforts to retain their customers. AI-powered solutions are particularly helping enterprises in reducing the time required for solving customer queries. The growing need to look for various ways to improve customer retention bodes well for the growth of the market over the forecast period.

Enterprises have realized that integrating the large volumes of data being generated on a single channel efficiently can improve employee productivity, enhance customer experience, and reduce average call time per customer. Omnichannel solutions can particularly allow agents to switch across multiple channels to access the same contextual information. The strong emphasis enterprises are putting on implementing omnichannel solutions to enhance customer experience is anticipated to drive the growth of the market over the forecast period.

Enterprises are trying hard to effectively reach out to customers residing in different parts of the world in line with the continued globalization. However, this has subsequently increased the burden on the customer care executives to manage the entire database and address all the issues efficiently. As a result, enterprises are widely adopting AI-powered contact center solutions that can potentially facilitate the centralization of the customer database and allow the agents to perform all the tasks effectively.

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Contact Center Intelligence Market Report Highlights

• The solution segment dominated the market, accounting for a revenue share of 67.1% in 2023. Businesses increasingly recognize that providing timely, accurate, personalized responses to customer inquiries is crucial for maintaining competitive advantage.

• The Natural Language Processing (NLP) segment accounted for the largest market revenue share in 2023. NLP technologies enable automated responses to customer inquiries, allowing contact centers to handle more calls without additional human resources.

• The on-premises segment accounted for the largest market revenue share in 2023. The trend towards greater control and autonomy in managing IT resources is fueling the on-premises segment's expansion.

• Large enterprises accounted for the largest market revenue share and dominated the market in 2023. Large enterprises often operate across multiple regions and channels, necessitating sophisticated contact center solutions that can handle high volumes of interactions and provide integrated insights across diverse platforms.

• The BFSI segment held the largest market revenue share in 2023. Contact center intelligence solutions have emerged as critical tools for BFSI organizations to streamline operations, improve customer interactions, and drive efficiency.

• North America contact center intelligence market accounted for the largest market revenue share of 33.0% in 2023.

Contact Center Intelligence Market Segmentation

Grand View Research has segmented the global contact center intelligence market on the basis of component, technology, deployment, enterprise size, end use, and region:

Contact Center Intelligence Component Outlook (Revenue, USD Million, 2018 - 2030)

• Solution

  • Chatbot

  • Intelligent Virtual Assistant (IVA)

  • Intelligent Interactive Voice Response (IVR) System

• Service

  • Integration & Deployment

  • Support & Maintenance

  • Training & Consulting

  • Managed Services

Contact Center Intelligence Technology Outlook (Revenue, USD Million, 2018 - 2030)

• Natural Language Processing

• Machine Learning

• Automatic Speech Recognition

• Computer Vision

• Video Recognition

Contact Center Intelligence Deployment Outlook (Revenue, USD Million, 2018 - 2030)

• Hosted

• On-premises

Contact Center Intelligence Enterprise Size Outlook (Revenue, USD Million, 2018 - 2030)

• Large Enterprises

• Small & Medium Enterprises

Contact Center Intelligence End Use Outlook (Revenue, USD Million, 2018 - 2030)

• BFSI

• Consumer Goods & Retail

• Government

• Healthcare

• IT & Telecom

• Travel & Hospitality

• Others

Contact Center Intelligence Regional Outlook (Revenue, USD Million, 2018 - 2030)

• North America

  • U.S.

  • Canada

  • Mexico

• Europe

  • U.K.

  • Germany

  • France

• Asia Pacific

  • China

  • India

  • Japan

  • Australia

  • South Korea

• Latin America

  • Brazil

• Middle East and Africa (MEA)

  • Saudi Arabia

  • South Africa

  • UAE

List of Key Players of Contact Center Intelligence Market

• Amazon Web Services, Inc.

• TENEO.AI

• Avaya LLC

• Google

• IBM Corporation

• Microsoft

• Oracle

• SAP SE

• Zendesk

• Talkdesk