MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET 2020-2028

ICT | Telecom and Internet

MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET 2020-2028

Market By Component, Type, Deployment, Industrial Vertical And Geography | Forecast 2020-2028

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According to a Triton Market Research report, the complaint management software market in the Middle East and Africa is anticipated to flourish at a CAGR of 9.50% in terms of revenue over the estimated period 2020-2028.

The countries scrutinized in the Middle East and Africa market are:

           Turkey

           United Arab Emirates

           South Africa

           Saudi Arabia

           Rest of Middle East & Africa



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Due to the favorable government initiatives, the UAE and Dubai are among the fastest-growing electronic markets in the Middle East and Africa region. Online shopping has witnessed tremendous growth in the year 2019 in the United Kingdom. The country is gradually turning into the fastest growing e-commerce market in the region. The 30% of the population of the UAE comprises of digital-native millennials and an ever-increasing Gen Z crowd. They are always connected and require on-demand and near-instant solutions. The increasing desire for quick and convenient purchasing experiences is likely to augment the online shopping segment.

If online shopping goes wrong, customers in the UAE can approach the Department of Economic Development or DED, which is established to protect consumer rights. The consumer protection team of DED is regulated as per the UAE Federal Law No 24 of 2006 on consumer protection by handling various types of complaints about both online purchase and sale at stores. They have a dedicated mechanism to manage online and offline complaints, by which they work with the consumer and the trader to reach an amicable settlement. The increasing adoption of complaint management systems in the online shopping segment is expected to create lucrative opportunities for the complaint management software market in the country.

Zoho Corporation is a leading software company which provides smart software in order to help its clients to grow their businesses. The company has more than 40 million users across the world, with over 40 products that are used in finance & recruitment services, support & collaboration and sales & marketing. The company has business operations in the Middle East.

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Table of Content

1.    MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET - SUMMARY                  

2.    MIDDLE EAST AND AFRICA INDUSTRY OUTLOOK                   

2.1. MARKET DEFINITION                 

2.2. KEY INSIGHTS                                          

2.2.1.   SERVICES IS THE FASTEST GROWING COMPONENT                  

2.2.2.  GOVERNMENT AND DEFENCE HOLDS THE LARGEST MARKET SHARE AMONGST INDUSTRIAL VERTICALS                  

2.3. PORTER’S FIVE FORCE ANALYSIS               

2.3.1.   THREAT OF NEW ENTRANTS               

2.3.2.   THREAT OF SUBSTITUTE                       

2.3.3.   BARGAINING POWER OF SUPPLIERS           

2.3.4.   BARGAINING POWER OF BUYERS                 

2.3.5.   THREAT OF COMPETITIVE RIVALRY              

2.4. MARKET ATTRACTIVENESS INDEX              

2.5. VENDOR SCORECARD             

2.6. MARKET DRIVERS                     

2.6.1.   NEED TO INCREASE CUSTOMER SATISFACTION AND PROTECT BRAND REPUTATION             

2.6.2.   INCREASING AUTOMATED WORKFLOW AND COMPLAINT MANAGEMENT OPERATIONS

2.7. MARKET RESTRAINTS              

2.7.1.   INSUFFICIENT USEFUL DATA TO RESOLVE CUSTOMER COMPLAINTS             

2.8. MARKET OPPORTUNITIES

2.8.1.  INTEGRATION OF NEW TECHNOLOGIES SUCH AS AI AND NLP IN COMPLAINT MANAGEMENT SOFTWARE                                  

2.9. MARKET CHALLENGES            

2.9.1.   FRAGMENTED AND INSUFFICENT INFORMATION             

2.9.2.   INFLEXIBLE, OUTDATED SYSTEMS                

3.  MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY COMPONENT                     

3.1. SOFTWARE                       

3.2. SERVICE               

4.    MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY TYPE            

4.1. INTEGRATED                    

4.2. STAND-ALONE                 

5.  MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY DEPLOYMENT                   

5.1. ON PREMISES                 

5.2. CLOUD                   

6.    MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY INDUSTRIAL VERTICAL              

6.1. BFSI            

6.2. RETAIL                   

6.3. GOVERNMENT & PUBLIC SECTOR               

6.4. IT & TELECOM                  

6.5. HOSPITALITY                    

6.6. HEALTHCARE                  

6.7. OTHERS                 

7. MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET – REGIONAL OUTLOOK                                    

7.1. UNITED ARAB EMIRATES                     

7.2. TURKEY                 

7.3. SAUDI ARABIA                 

7.4. SOUTH AFRICA               

7.5. REST OF MIDDLE EAST & AFRICA                

8.   COMPETITIVE LANDSCAPE            

8.1. ASSURX INC                     

8.2. EQUINITI                

8.3. ETQ LLC                 

8.4. FRESHWORKS INC                    

8.5. MASTERCONTROL INC             

8.6. ORACLE                 

8.7. QUANTIVATE LLC           

8.8. SALESFORCE.COM INC            

8.9. SPARTA SYSTEMS INC             

8.10. ZENDESK INC    

8.11. ZOHO CORPORATION PVT LTD                                           

9.   METHODOLOGY & SCOPE              

9.1. RESEARCH SCOPE                   

9.2. RESEARCH SCOPE & DELIVERABLES                    

9.3. SOURCES OF DATA                   

9.4. RESEARCH METHODOLOGY              

List of table

TABLE 1: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

TABLE 2: VENDOR SCORECARD

TABLE 3: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2020-2028 (IN $ MILLION)

TABLE 4: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE, 2020-2028 (IN $ MILLION)

TABLE 5: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT, 2020-2028 (IN $ MILLION)

TABLE 6: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRIAL VERTICAL, 2020-2028 (IN $ MILLION)

TABLE 7: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

List of Figures

FIGURE 1: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SERVICE, 2020-2028 (IN $ MILLION)

FIGURE 2: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GOVERNMENT & PUBLIC SECTOR, 2020-2028 (IN $ MILLION)

FIGURE 3: PORTER’S FIVE FORCE ANALYSIS

FIGURE 4: MARKET ATTRACTIVENESS INDEX

FIGURE 5: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SOFTWARE, 2020-2028 (IN $ MILLION)

FIGURE 6: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SERVICE, 2020-2028 (IN $ MILLION)

FIGURE 7: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INTEGRATED, 2020-2028 (IN $ MILLION)

FIGURE 8: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY STAND-ALONE, 2020-2028 (IN $ MILLION)

FIGURE 9: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY ON PREMISES, 2020-2028 (IN $ MILLION)

FIGURE 10: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY CLOUD, 2020-2028 (IN $ MILLION)

FIGURE 11: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY BFSI, 2020-2028 (IN $ MILLION)

FIGURE 12: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY RETAIL, 2020-2028 (IN $ MILLION)

FIGURE 13: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GOVERNMENT & PUBLIC SECTOR, 2020-2028 (IN $ MILLION)

FIGURE 14: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY IT & TELECOM, 2020-2028 (IN $ MILLION)

FIGURE 15: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY HOSPITALITY, 2020-2028 (IN $ MILLION)

FIGURE 16: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY HEALTHCARE, 2020-2028 (IN $ MILLION)

FIGURE 17: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY OTHERS, 2020-2028 (IN $ MILLION)

FIGURE 18: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, REGIONAL OUTLOOK, 2019 & 2028 (IN %)

FIGURE 19: UNITED ARAB EMIRATES COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 20: TURKEY COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 21: SAUDI ARABIA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 22: SOUTH AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 23: REST OF MIDDLE EAST & AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

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