AI in Call Center Applications Industry Overview
The AI market in call center applications is a highly competitive market currently dominated by a few players with technological expertise in AI technology. The global market is expected to be consolidated in nature. Major players with a prominent share in the market are focusing on expanding their customer base across foreign countries by leveraging strategic collaborative initiatives to increase their market share and profitability. Google Inc., IBM Corporation, Microsoft Corporation, Oracle Corporation, SAP SE, Amazon Web Services Inc., Avaya Inc., Nuance Communications, Inc., Kore.ai, Inc., Haptik, Inc., Artificial Solutions International AB, Rulai, Inc., and Zendesk, Inc. are some of the major players present in the current market.
In August 2022, in order to introduce a new integration that enables users to link AI-powered virtual agents with their call centers quickly, IBM worked with NICE. IBM and NICE worked together to make it even easier for your contact center to create, deploy, and scale AI-powered virtual speech agents without writing a single line of code.
In June 2022, Amazon Connect, a cloud contact center service, was launched by Amazon Web Services (AWS). AWS claimed to be unique and employ artificial intelligence (AI) to completely transform call centers. AWS has added a number of new features to Amazon Connect that fulfill its initial proposal. By adding AI and machine learning (ML) to the contact center, the three new features completely change how customers and agents work together.
AI in Call Center Applications Market Leaders
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Google Inc.
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IBM Corporation
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Microsoft Corporation
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Oracle Corporation
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SAP SE
- *Disclaimer: Major Players sorted in no particular order
