Skip to main content

​
2. Market Definition & Segmentation

​
Three-Layer Market Architecture

​
Layer 1: Telephony/SIP Infrastructure

Traditional carrier connectivity: SIP trunking, PSTN termination, DID provisioning, BYOC integrations, E911 compliance. Provides the “dial tone” for voice AI agents.

​
Layer 2: Cloud Voice Infrastructure (WebRTC/CPaaS)

Real-time media processing: WebRTC servers, CPaaS APIs, low-latency audio pipelines (<200ms), TURN/STUN networks, codecs (Opus, AAC). Replaces legacy infrastructure built for human response times (3-5 seconds). Key players: LiveKit, Daily.co, Agora, Twilio, Plivo

​
Layer 3: Voice AI Agent Software

Application logic: STT/TTS engines, LLM orchestration, conversation design, sentiment analysis, CRM integrations. Handles business rules, personality, compliance, escalation. Key players: Replicant, Yellow.ai, Skit.ai, Kore.ai, Bland AI, Vapi.ai

​
Market Segmentation by Use Case

Segment% of Global Minutes[^45]Automation DifficultyEarly ROI Potential
Support/Service (Inbound)55.4%Medium-High40-60% (routine FAQs)
Sales/Marketing (Outbound)30%High15-25% (lead qualification)
Operations/Back-office14.6%Low-Medium70-85% (scheduling, verification)
Automation sweet spot: Operations + routine support = ~45% of total minutes but 80% of early ROI.[^46]

​
Geographic Segmentation

Region2025 Voice Minutes (B)[^47]AI Automation %[^48]Key Characteristics
North America6507%High labor costs, mature CCaaS infrastructure
Europe5205%GDPR constraints, fragmented language markets
India15530-50%Ultra-low pricing, 23+ languages, cloud-native
APAC (ex-India)2308%Manufacturing/logistics focus, Mandarin/Japanese NLP
Rest of World953%Emerging digital infrastructure
Note: India’s 30-50% containment rates are 6-7× higher than global averages. See India as a Proving Ground for detailed analysis.

​
References

  1. Metrigy LLC & IDC (2024). Contact Center as a Service 2024: Global Market Study and Worldwide Contact Center Services Forecast, 2024-2028.
  2. Replicant, Inc. & McKinsey & Company (2024). State of Customer Service Automation 2024 and The Economic Potential of Generative AI in Contact Centers.
  3. IDC & Gartner (2024). Worldwide Contact Center Services Forecast, 2024-2028 and Forecast: Customer Service and Support Technology, Worldwide, 2023-2028, 2Q24 Update.
  4. NASSCOM & Deloitte (2024). AI Adoption in Indian Enterprises 2024 and Global Contact Center Automation Trends 2024.