Please Wait.....
Report
AI In Call Center Applications - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
Market Report I 2025-07-01 I 120 Pages I Mordor Intelligence
AI Market Analysis
The AI Market In Call Center Applications Industry is expected to grow from USD 4.20 billion in 2025 to USD 11.80 billion by 2030, at a CAGR of 21.60% during the forecast period (2025-2030).
Investment momentum is building around transformer-based language models that automate multi-turn voice and text interactions once handled only by live agents. Enterprises are shifting budgets from legacy IVR to cloud contact-center-as-a-service suites that embed generative AI, while cloud providers bundle GPU capacity to meet real-time inference requirements. Voice biometrics, outcome-linked pricing, and multilingual large language models are accelerating adoption across banking, telecom, and retail. At the same time, the AI in Call Center Applications market faces cost headwinds as real-time speech inference consumes 5-10 times more compute than text chat, making model optimization and hybrid deployment strategies critical.
Global AI Market Trends and Insights
Rising Gen-AI deployments in CCaaS platforms
Generative AI is moving contact centers beyond scripted chatbots to autonomous agents that maintain conversation context, retrieve customer records, and resolve issues end-to-end. Five9's Genius AI reduced average handle time by 40% during beta programs. CCaaS vendors are re-architecting stacks around transformers, giving early adopters measurable cost savings and higher customer satisfaction.
Shift to outcome-based pricing by AI vendors
Vendors now tie invoices to metrics like first-call resolution rather than per-seat licenses. Zendesk introduced performance-linked billing in 2024, lowering buyer risk and aligning provider incentives with business outcomes. The model increases pressure on suppliers to improve model accuracy and continuously tune deployments.
Data-sovereignty restrictions on audio storage
Financial and healthcare regulators now demand that voice recordings stay within national borders, forcing enterprises to run region-specific AI stacks. The Bank for International Settlements notes that biometric content in speech drives stricter residency mandates. Localized deployments raise capital costs and limit the scale efficiencies of public cloud processing.
Other drivers and restraints analyzed in the detailed report include:
Voice biometrics for fraud mitigation / Social-media-led escalation volumes / Skills gap in conversational AI tuning /
For complete list of drivers and restraints, kindly check the Table Of Contents.
Segment Analysis
Cloud deployments held 78% of 2024 revenue, confirming their dominance in the AI in Call Center Applications market share. The segment is tracking a 25.4% CAGR to 2030 as enterprises favor elastic GPU clusters for low-latency inference. On-premise solutions persist in finance and healthcare, yet their share is eroding as vendors introduce secure virtual private cloud zones that satisfy residency laws. Rising energy costs push interest in hybrid patterns that park routine IVR workloads locally while bursting complicated calls to the cloud.
Cloud vendors differentiate through specialized accelerators and model-hosting frameworks. Google's Contact Center AI scales to 10 times peak call volume without provisioning delays, underscoring cloud resilience. The AI in Call Center Applications market size attached to the cloud is projected to reach USD 9.6 billion by 2030, cementing its role as the nerve center for voice analytics and agent assist functions.
AI Market in Call Center Applications Market is Segmented by Deployment (cloud, On-Premises), End-User Industry (BFSI, Retail and Ecommerce, Telecom, Travel and Hospitality, Healthcare, Public Sector, and Others ), and Geography.
Geography Analysis
North America captured 41% of 2024 revenue, giving it the largest regional position in the AI in Call Center Applications market. Early adoption of voice biometrics, well-funded technology buyers, and mature vendor ecosystems drive share. Key programs include T-Mobile's OpenAI partnership that aggregates social-media cues with CRM data to pre-empt churn, and Five9's Agentic CX launch illustrates the region's rapid productization of generative AI. Energy and inference-cost concerns are nudging firms toward hybrid architectures that ground routine tasks on local edge nodes while sending complex queries to hyperscale GPUs, keeping operating margins steady.
Asia-Pacific is the fastest-growing region at a 24.6% CAGR through 2030, supported by government incentives and digital-first banks that deploy hundreds of AI models to personalize service. DBS Bank runs more than 800 models in production, while Commonwealth Bank pilots ChatGPT-style assistants for multilingual support. Telecom operators across India, Japan, and Korea lean on AI to manage 5G-related ticket spikes, stimulating regional spend. Linguistic diversity increases demand for models fine-tuned on local dialects, prompting Forrester to predict that 60% of APAC enterprises will train or license regional language models by 2025. As a result, the AI in Call Center Applications market size in APAC is poised to surpass USD 3.3 billion by 2030.
Europe and the Middle East show mixed drivers. European buyers emphasize GDPR-compliant deployments, spurring interest in federated learning that keeps voice data resident. The Gulf Cooperation Council stands out with 75% of businesses already using generative AI and more than 57% dedicating over 5% of tech budgets to AI projects. Saudi Arabia's Vision 2030 program provides tax incentives for AI call-center rollouts, while regional telcos experiment with small language models optimized for Arabic. Collectively, these forces anchor a steady 17% CAGR in the wider EMEA corridor.
List of Companies Covered in this Report:
Google / IBM / Microsoft / Amazon Web Services / Level AI / Cresta / SAP / Cisco / Genesys / Five9 / NICE / Avaya / Talkdesk / RingCentral / Twilio / LivePerson / Oracle / Nuance / Uniphore / Kore.ai / Haptik / Parloa /
Additional Benefits:
The market estimate (ME) sheet in Excel format /
3 months of analyst support /
1 INTRODUCTION
1.1 Study Assumptions and Market Definition
1.2 Scope of the Study
2 RESEARCH METHODOLOGY
3 EXECUTIVE SUMMARY
4 MARKET LANDSCAPE
4.1 Market Overview
4.2 Market Drivers
4.2.1 Rising Gen-AI deployments in CCaaS platforms
4.2.2 Shift to outcome-based pricing by AI solution vendors
4.2.3 Voice biometrics adoption for fraud mitigation
4.2.4 Social-media-led escalation volumes
4.2.5 Hyper-personalized, sentiment-aware routing
4.2.6 CX-linked ESG scorecards for enterprises
4.3 Market Restraints
4.3.1 Data-sovereignty restrictions on audio storage
4.3.2 Skills gap in conversational AI tuning
4.3.3 Model hallucination risk in regulated verticals
4.3.4 Rising energy cost of real-time inference
4.4 Value/Supply-Chain Analysis
4.5 Regulatory Landscape
4.6 Technological Outlook
4.7 Porter's Five Forces
4.7.1 Threat of New Entrants
4.7.2 Bargaining Power of Buyers/Consumers
4.7.3 Bargaining Power of Suppliers
4.7.4 Threat of Substitute Products
4.7.5 Intensity of Competitive Rivalry
5 MARKET SIZE AND GROWTH FORECASTS (VALUE)
5.1 By Deployment
5.1.1 Cloud
5.1.2 On-Premise
5.2 By End-user Industry
5.2.1 BFSI
5.2.2 Retail and E-Commerce
5.2.3 Telecom
5.2.4 Travel and Hospitality
5.2.5 Healthcare
5.2.6 Public Sector
5.2.7 Others
5.3 By Geography
5.3.1 North America
5.3.2 Europe
5.3.3 Asia-Pacific
5.3.4 South America
5.3.5 Middle East and Africa
6 COMPETITIVE LANDSCAPE
6.1 Market Concentration
6.2 Strategic Moves
6.3 Market Share Analysis
6.4 Company Profiles (includes Global level Overview, Market level overview, Core Segments, Financials as available, Strategic Information, Market Rank/Share for key companies, Products and Services, and Recent Developments)
6.4.1 Google
6.4.2 IBM
6.4.3 Microsoft
6.4.4 Amazon Web Services
6.4.5 Level AI
6.4.6 Cresta
6.4.7 SAP
6.4.8 Cisco
6.4.9 Genesys
6.4.10 Five9
6.4.11 NICE
6.4.12 Avaya
6.4.13 Talkdesk
6.4.14 RingCentral
6.4.15 Twilio
6.4.16 LivePerson
6.4.17 Oracle
6.4.18 Nuance
6.4.19 Uniphore
6.4.20 Kore.ai
6.4.21 Haptik
6.4.22 Parloa
7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK
7.1 White-space and Unmet-need Assessment
- Not Sure / Need Reassuring
- Confirm Content
-
Content is provided by our partners and every effort is made to make Market Report details as clear as possible. If you are not sure the exact content you require is included in this study you can Contact us to double check. To do this you can:
Use the ‘? ASK A QUESTION’ below the license / prices and to the right of this box. This will come directly to our team who will work on dealing with your request as soon as possible.
Write to directly on support@scotts-international.com with details. Please include as much information as possible including the name of report or link so our staff will be able to work on you request.
Telephone us directly on 0048 603 394 346 and an experienced member of team will be on hand to answer.
-
- Sample Pages
-
With the vast majority of our partners we can obtain Sample Pages to support your decision. This is something we can arrange without revealing your personal details.
It is important to note that we will not be able to provide you the exact data or statistics such as Market Size and Forecasts. Sample pages usually confirm the layout or the Categories included in Charts and Graphs, excluding specific data.
To ask for Sample Pages by contact us through ‘? ASK A QUESTION’, support@scotts-international.com, or by telephoning 0048 603 394 346.
-
- Check for Alternatives
-
Whilst we try to make our online platform as easy to use as possible there is always the possibility that a better alternative has not been found in your search.
To avoid this possibility Contact us through ‘? ASK A QUESTION’, support@scotts-international.com, or by telephoning 0048 603 394 346 and a Senior Team Member can review your requirements and send a list of possibilities with opinions and recommendations.
-
- Confirm Content
- Prices / Formats / Delivery
- Prices
-
All prices are set by our partners and should be exactly the same as those listed on their own websites. We work on a Revenue share basis ensuring that you never pay more than what is offered elsewhere.
Should you find the price cheaper on another platform we recommend you to Contact us as we should be able to match this price. You can Contact us though through ‘? ASK A QUESTION’, support@scotts-international.com, or by telephoning 0048 603 394 346.
-
- Discounts
-
As we work in close partnership with our Partners from time to time we can secure discounts and assist with negotiations, this is part of our personalised service to you.
Discounts can sometimes be arranged for speedily placed orders; multiple report purchases or Higher License purchases.
To check if a Discount is possible please Contact our experienced team through ‘? ASK A QUESTION’, support@scotts-international.com, or by telephoning 0048 603 394 346.
-
- Available Currencies
-
Most Market Reports on our platform are listed in USD or EURO based on the wishes of our Partners. To avoid currency fluctuations and potential price differentiations we do not offer the possibility to change the currency online.
Should you wish to pay in a different currency to that advertised online we do accept payments in USD, EURO, GBP and PLN. The price will be calculated based on the relevant exchange rate taken from our National Bank.
To pay in a different above currency to that advertised online please Contact our team and a quotation will be sent within a couple of hours with payment details.
-
- Licenses
-
License options vary from Partner to Partner as is usually based on the number of Users that will benefitting from the report. It is very important that License ordered is not breached as this could have potential negative consequences for you individually or your employer.
If you have questions or need confirmation about the specific license we recommend you to Contact us and a detailed explanation will be provided.
-
- Global Site License
-
The Global Site License is the most comprehensive license available. By selecting this license, the Market Report can be shared with other ‘Allowed Users’ and any other member of staff from the same organisation regardless of geographic location.
It is important to note that this may exclude Parent Companies or Subsidiaries.
If you have questions or need confirmation about the specific license we recommend you to Contact us and a detailed explanation will be provided.
-
- Formats
-
The most common format is PDF, however in certain circumstances data may be present in Excel format or Online, especially in the case of Database or Directories. In addition, for certain higher license options a CD may also be provided.
If you have questions or need clarification about the specific formats we recommend you to Contact us and a detailed explanation will be provided.
-
- Delivery
-
Delivery is fulfilled by our partners directly. Once an order has been placed we inform the partner by sharing the delivery email details given in the order process.
Delivery is usually made within 24 hours of an order being placed, however it may take longer should your order be placed prior to the weekend or if otherwise specified on the Market Report details page. Additionally, if details have been not fully completed in the Order process a delay in delivery is possible.
If a delay in delivery is expected you will be informed about it immediately.
-
- Shipping Charges
-
As most Market Reports are delivered in PDF format we almost never have to add additional Shipping Charges. If, however you are ordering a Higher License service or a specific delivery format (e.g. CD version) charges may apply.
If you are concerned about additional Shipping Charges we recommend you to Contact us to double check.
-
- Prices
- Ordering
- By Credit Card
-
We work in Partnership with PayU to ensure payments are made securely in a fast and effortless way. PayU is the e-payments division of Naspers.
Naspers operates in over 133 International Markets and ranks 3rd Globally in terms of the number of e-commerce customers served.
For more information on PayU please visit: https://www.payu.pl/en/about-us
-
- By Money Transfer
-
If you require an invoice prior to payment, this is possible. To ensure a speedy delivery of the Market Report we require all relevant company details and you agree to maximum payment terms of 30 days from receipt of order.
With our regular clients deliver of the Market Report can be made prior to receiving payment, however in some circumstances we may ask for payment to be received before arranging for the Market Report to be delivered.
-
- By Credit Card
- Security
- Website security
-
We have specifically partnered with leading International companies to protect your privacy by using different technologies and processes to ensure security.
Everything submitted to Scotts International is encrypted via SSL (Secure Socket Layer) and all personal information provided to Scotts International is stored on computer systems with limited access in controlled environments.
-
- Credit Card Security
-
We partner with PayU (https://www.payu.pl/en/about-us) to ensure all credit card payments are made securely in a fast and effortless way.
PayU offers 250+ various payment channels and eWallet services across 4 continents allowing buyers to pay electronically, whether on a computer or a mobile device.
-
- Website security