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Contact Center Market to Grow by USD 161.73 Billion (2023-2027) as Cloud Adoption Soars, How AI is Driving Market Transformation – Technavio

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NEW YORK, Sept. 4, 2024 /PRNewswire/ — Report with the AI impact on market trends- The global contact center market size is estimated to grow by USD 161.73 billion from 2023-2027, according to Technavio. The market is estimated to grow at a CAGR of over 9.33% during the forecast period. Rising adoption of cloud-based contact centers is driving market growth, with a trend towards integration of chatbots for better turnaround times. However, inability to achieve an asa poses a challenge. Key market players include 8×8 Inc., ALE International, Alphabet Inc., Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Atos SE, Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., NEC Corp., NICE Ltd., SAP SE, Vocalcom Group, Vonage Holdings Corp., Zendesk Inc., and ZTE Corp..

Key insights into market evolution with AI-powered analysis. Explore trends, segmentation, and growth drivers- View the snapshot of this report

Contact Center Market Scope

Report Coverage

Details

Base year

2022

Historic period

2017 – 2021

Forecast period

2023-2027

Growth momentum & CAGR

Accelerate at a CAGR of 9.33%

Market growth 2023-2027

USD 161.73 billion

Market structure

Fragmented

YoY growth 2022-2023 (%)

8.89

Regional analysis

North America, APAC, Europe, South America, and Middle East and Africa

Performing market contribution

North America at 34%

Key countries

US, Australia, India, UK, and Germany

Key companies profiled

8×8 Inc., ALE International, Alphabet Inc., Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Atos SE, Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., NEC Corp., NICE Ltd., SAP SE, Vocalcom Group, Vonage Holdings Corp., Zendesk Inc., and ZTE Corp.

Market Driver

In a contact center, agents may need to ask callers to wait while they retrieve necessary data to resolve issues. Delays in response time can lead to customers seeking alternatives or switching to competitors. To address this challenge, contact centers are integrating chatbots into their processes. These automated tools provide instant responses to customers, resulting in faster turnaround times. Chatbots eliminate the dependency on repair personnel and offer direct solutions to customers, enhancing the overall customer experience. This integration not only improves response times but also enables enterprises to delight their customers without sacrificing the human touch. By providing efficient and effective solutions, chatbots contribute to the success of businesses and increase the adoption of contact center solutions. 

Contact centers are evolving with trends like autonomy and learning curve, allowing end users to manage interactions independently. OEMs provide CCaaS solutions, including Contact center platforms for Phone calls, Emails, Chats, and SMS marketing. AI and automation technologies, such as Virtual assistants and AI-powered chatbots like Meera, enhance customer engagement. Service providers ensure data protection policies align with AI/ML advancements. CX focuses on customer satisfaction, experience, and self-service interactions. Training and skill requirements adapt to virtual work. Telecommunications vertical continues to drive innovation. 

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 Market Challenges

Contact centers face a significant challenge in achieving a specified average speed of answer (ASA), a crucial performance indicator. The ASA measures the time a customer spends waiting in a queue and the time an agent’s phone rings. However, it does not account for IVR navigation time. To meet the desired ASA and service levels, contact centers must effectively manage their resources using workforce management (WFM) solutions. The increasing customer demand for superior services intensifies this challenge for vendors of contact center solutions.Contact centers face numerous challenges in today’s business landscape. AI and ML technologies require significant investment and integration with CRM systems. Social media’s growing importance brings new capabilities, but also brand value and impact risks. Automation and cloud services offer convenience, but security concerns and technical complexities loom. CFOs and CTOs grapple with IT spending decisions, while virtual work and customer satisfaction demand new training and skill requirements. Cloud service providers, technology, and solution providers, system integrators, and IT solution manufacturers offer solutions. However, the ecosystem’s complexity, multiple vendors, and dynamic customer demands pose challenges. Legacy systems and abandoned client queries lead to customer turnover. Social media influencers and word of mouth impact brand image. Emotions and sentiments must be addressed for optimal customer experience. Recession and technical complexities add to the pressure. Self-service bots and ML offer potential solutions, but require careful implementation.

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Segment Overview 

This contact center market report extensively covers market segmentation by

Type 1.1 Voice-based1.2 Text-based1.3 Social media-basedDeployment 2.1 On-premises2.2 Cloud-basedGeography 3.1 North America3.2 APAC3.3 Europe3.4 South America3.5 Middle East and Africa

1.1 Voice-based- Contact centers are shifting from voice-based interaction to IVR technology, live chat, and social media for customer queries. Voice interaction helps reduce query resolution time, but IVRs, an application using touch-tone keypads and voice inputs, offer live information through text-to-speech and access to databases. BSFI and logistics industries are major users. However, text-based and social media interaction’s popularity may decrease voice-based interaction’s market share. Vendors focus on advanced voice solutions for high call volumes, driving growth in customer care services across industries.

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Research Analysis

The Contact Center market is experiencing a significant transformation, driven by advanced technologies such as AI/ML, CRM, and automation. Cloud services have become the norm, enabling remote work and reducing IT spending. Security is a top priority, with CTOs and CFOs focusing on data protection and compliance. Customer satisfaction and experience are key metrics, with self-service interactions and brand impact becoming increasingly important. Abandoned client queries and customer turnover are major concerns, leading to the adoption of CCaaS solutions and contact center platforms. Social media plays a crucial role, with influencers shaping public perception and word of mouth driving business. Emotion recognition and ML-powered interactions offer new opportunities for personalized experiences, while the convenience of autonomy and learning curve challenges technical knowledge. Overall, the Contact Center market is evolving to meet the demands of modern consumers and businesses.

Market Research Overview

The Contact Center market is experiencing significant growth, driven by the adoption of advanced technologies such as AI/ML, CRM, and automation. Cloud services, including data centers and cloud computing providers like AWS, are also playing a major role in the industry’s expansion. Security and privacy are top priorities, with CFOs and CTOs increasing IT spending on data protection policies and customization options. Virtual work and self-service interactions are becoming the norm, with self-service bots and ML-powered chatbots providing convenience and autonomy for end users. Technical complexities and organizational factors can pose challenges, however, especially when dealing with legacy systems and multiple vendors. Dynamic customer demands require continuous training and skill development for contact center agents. Social media capabilities, including social media influencers and word of mouth, are increasingly important for brand value and impact. Emotion and sentiments are also key factors in customer satisfaction and experience. The ecosystem includes technology providers, cloud service providers, solution providers, system integrators, IT solution manufacturers, and OEMs. Telecommunications vertical and CCaaS solutions are also part of the Contact Center market landscape. However, economic downturns, such as recessions, can impact contact center spending, and technical knowledge and learning curve can be barriers for some end users. Despite these challenges, the Contact Center market continues to evolve, offering new opportunities for innovation and growth.

Table of Contents:

1 Executive Summary
2 Market Landscape
3 Market Sizing
4 Historic Market Size
5 Five Forces Analysis
6 Market Segmentation

TypeVoice-basedText-basedSocial Media-basedDeploymentOn-premisesCloud-basedGeographyNorth AmericaAPACEuropeSouth AmericaMiddle East And Africa

7 Customer Landscape
8 Geographic Landscape
9 Drivers, Challenges, and Trends
10 Company Landscape
11 Company Analysis
12 Appendix

About Technavio

Technavio is a leading global technology research and advisory company. Their research and analysis focuses on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions.

With over 500 specialized analysts, Technavio’s report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio’s comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

Contacts

Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200
Email: media@technavio.com
Website: www.technavio.com/

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SOURCE Technavio

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Thinkpal learning tablet from Think Academy wins TechRadar Pro Picks and Trusted Reviews Best in Show awards at CES 2025

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LAS VEGAS, Jan. 11, 2025 /PRNewswire/ — Think Academy debuted its Thinkpal tablet at CES 2025 and has won a TechRadar Pro Picks and Trusted Reviews Best in Show awards for this innovative new product.

Both awards are given to innovative products and solutions at CES that stand out from a packed crowd. Think Academy President, Alex Peng, was presented the awards at CES, noting the awards were given to Thinkpal because it is both a wholly unique product in the education technology market and also provides such value to parents and educators.

Designed to transform the way kids learn, explore, and thrive in an ever-evolving world, the Thinkpal is powered by cutting-edge AI that serves as a guide and tutor for young learners. With significant learning loss experienced in recent years, families and educators have faced unprecedented challenges as test scores in reading and math have seen steady declines. Parents have expressed their struggles in reigniting their children’s passion for learning, while educators grapple with the complexities of bridging diverse learning gaps.

To meet these challenges, the Thinkpal tablet offers a tailored, AI-powered solution that provides step-by-step writing guidance and real-time math support, making learning more intuitive and enjoyable.

Alex Peng introduced several key features of the Thinkpal during a press event. He showed the audience how Thinkpal’s “GeniusTutor,” an AI-powered system that transforms learning into an interactive and engaging experience, is the heart of this product’s features. Built on the Microsoft Azure OpenAI GPT-4o model, GeniusTutor provides real-time guidance and feedback, empowering students to:

Conquer complex math problems through logic-driven, step-by-step explanationsMaster writing with interactive prompts and instant feedback that build confidence and creativityEnhance vocabulary and reading skills with innovative tools like “Point-and-Discover,” where children can point to words in a physical book, and the tablet’s camera instantly provides explanations, along with guided reading exercises

Adding a touch of fun and companionship, “Thinkie,” an advanced AI-powered learning companion, engages children through voice-based natural language interactions. Thinkie chats, answers questions, and fosters curiosity, making the learning process enjoyable and dynamic.

With an extensive library of ebooks, gamified coursework, and compatibility with popular applications like Google Classroom, the Thinkpal Tablet is a versatile tool for modern families. The 11-inch TÜV Rheinland-certified eye-care screen also safeguards children’s vision during extended use, while the optional keyboard transforms the tablet into a Chromebook-like device, enhancing productivity and usability.

“Our mission is to provide every child with a personalized, world-class tutor that inspires confidence and a lifelong love for learning”, noted Alex Peng during a media interview Q&A. “We’re honored that TechRadar and Trusted Reviews recognize the potential of the Thinkpal to improve learning through advanced and accessible technology.”

The Thinkpal Tablet will be available for $249 ($339 including keyboard) at shop.thethinkacademy.com. Pre-orders open today.

About Think Academy

Think Academy, a subsidiary of TAL Education Group (NYSE: TAL), has been at the forefront of education innovation for over two decades. Serving more than 5 million K-12 students across 10+ countries, Think Academy is dedicated to creating fair and comprehensive educational opportunities. By integrating advanced technology with expert curriculum design, Think Academy is shaping the future of learning to be more accessible, engaging, and impactful.

For media inquiries, contact:
Cecilia Qian
cecilia@impact5r.com

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SOURCE Think Academy

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MLVision M5 Unveiled at CES 2025: Pioneering Innovation in Wearable Technology with the World’s Lightest AI-Powered AR Glasses

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LAS VEGAS, Jan. 11, 2025 /PRNewswire/ — At CES 2025, MLVision has officially launched its groundbreaking MLVision M5, setting a new global standard for wearable technology. Weighing a mere 25.8 grams, the MLVision M5 is the world’s lightest AI-powered AR glasses. The device combines cutting-edge artificial intelligence, precision engineering, and a commitment to privacy and accessibility.

“MLVision M5 is more than just a wearable device; it represents a significant breakthrough in both weight and product design,” said CEO Zhaoen Dai. “Our goal is to create smart AR glasses that feel effortless to wear, leveraging cutting-edge AR display technology and advanced AI models to genuinely help users work and live more efficiently and conveniently.”

Crafted with aviation-grade titanium and ultra-lightweight floating plastic, this device achieves an unprecedented balance between durability and comfort. Weighing only 25.8g, 40% less than traditional AR glasses, it ensures an effortless, all-day wearing experience that feels almost weightless. The ergonomic design caters to users’ needs, making it a perfect companion for both work and leisure.

This device introduces an industry-first modular design, setting a new benchmark for adaptability in AR glasses. This innovation allows users to seamlessly transition between an all-in-one configuration and a clip-on style, accommodating diverse preferences and use cases. For nearsighted users, the M5 eliminates the need for custom prescription lenses—a common limitation in traditional AR glasses. Instead, it can be conveniently clipped onto existing prescription glasses, offering unmatched practicality and cost savings. This thoughtful modularity not only enhances accessibility but also positions the MLVision M5 as a versatile solution for a broad spectrum of users.

One of MLVision M5’s standout features is its immersive visual projection system, which offers an 86-inch private virtual screen. Powered by MLVision’s proprietary Hummingbird Micro-LED light engine and advanced nano-scale diffraction waveguide technology, the glasses create a secure and private viewing experience, ideal for reading confidential documents or browsing personal files. To prioritize eye health, the device utilizes soft green light with a projection distance of 4 meters, reducing strain during extended use.

The MLVision M5 is also equipped with the AIOS platform, delivering unparalleled AI-driven capabilities to enhance user productivity and accessibility. With intelligent tools like document summarization, real-time translation in seven languages, and interactive AI chat for setting reminders and brainstorming ideas, the device seamlessly integrates into the modern workflow. Additionally, its innovative Care Mode provides real-time audio transcription, enabling a more inclusive experience for users with hearing impairments.

The MLVision M5 excels as a navigation powerhouse, offering intuitive, real-time directions to guide users seamlessly through various environments. Whether exploring a new city, finding the fastest route to your destination, or navigating while riding a bike, the M5 ensures you always stay on the right path with ease and confidence.

The MLVision M5 will launch in China at the end of January 2025. Pricing and pre-order details will be announced in the coming weeks.

MLVision, a global innovator in wearable technology, continues to push the boundaries of what is possible by merging innovation, style, and functionality. With the launch of MLVision M5, the company reinforces its commitment to accessibility, sustainability, and creating cutting-edge solutions that redefine how technology is integrated into everyday life.

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SOURCE MLVision

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Brandivio Launches Advanced Retail Allocation Platform for Inventory Excellence

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Brandivio’s inventory optimization solutions empower footwear and apparel brands and retailers to buy smarter, allocate & replenish faster, and meet demand with precision.

NEW YORK, Jan. 11, 2025 /PRNewswire-PRWeb/ — Brandivio, a new generation inventory excellence platform for apparel and footwear retailers, announces its expansion into North America, in conjunction with the National Retail Federation’s (NRF) Big Show in New York City.

The Brandivio platform addresses the unique needs of the retail allocation market, ensuring apparel and footwear retailers have innovative tools to grow and thrive,” said Keith Whaley, SVP of Retail Solutions at Brandivio.

Brandivio, already supporting top-tier brands in EMEA, is built by seasoned retail experts to solve critical inventory challenges in fashion and footwear.

Leveraging machine learning, real-time demand signals, and automation, the Brandivio platform optimizes the distribution of products across a retailer’s stores and e-commerce channels ensuring the right products are in the right places at the right times, ultimately improving sales and margin performance, customer satisfaction, and inventory efficiency.

Key Features of Brandivio –

Advanced Demand Sensing: Predict future demand for short lifecycle products using machine learning native algorithms incorporating hyper-local external datasets to map powerful demand drivers.Dynamic Inventory Allocation: Adjust inventory in real time at the SKU/location level based on in-season trends to reduce stockouts and overstock situations.Real-Time Analytics: Drive test and learn strategies, optimize assortment in-season and connect functional teams across the organization with actionable insights for rapid response to market trends.Automation: Reduce up to 80% of existing manual planning efforts and redirect planner focus towards even greater efficiencies.Ease of Use: Intuitive workflows ensure rapid adoption without extensive training.

“Retailers can no longer rely on outdated tools or seasonal strategies,” said James Townsend, CEO of Brandivio.

“Brandivio democratizes retail data science, enabling brands to level the playing field, compete effectively, and maximize profits in today’s fast-paced market.”

This launch underscores Brandivio’s mission to support U.S. retailers facing tighter margins and increasing competition. “Our platform addresses the unique needs of this market, ensuring retailers have the tools to grow and thrive,” added Keith Whaley, SVP of Retail Solutions.

Contact us for a demo at info@brandivio.com or visit Brandivio.com for more.

Media Contact

Keith Whaley, Brandivio, Inc., 1 9494453183, keith.whaley@brandivio.com, https://brandivio.com

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SOURCE Brandivio, Inc.

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