MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET 2022-2028

ICT | Telecom and Internet

MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET 2022-2028

Market by Software & Service, Delivery Mode, Organization Size, End-user, and Country Outlook | Forecast 2022-2028

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According to Triton’s research report, the contact center software market in the Middle East and Africa is projected to advance with a compound annual growth rate of 15.25% during the forecast period 2022-2028.


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The countries calculated in this region include:

•       The United Arab Emirates

•       Saudi Arabia

•       Turkey

•       South Africa

•       Rest of Middle East & Africa

South Africa captures the major shares in the contact center software market. The market’s growth is supported by strategic initiatives by players and government organizations. Additionally, technological advancements in the telecom industry have resulted in the launch of various contact centers. Hence, these developments are anticipated to support the contact center software market’s development.

South Africa’s market is primarily driven by factors such as the expansion of telecommunications and business process outsourcing sectors. Besides this, strategic initiatives by market players are also supporting the market’s growth. For instance, iSon Xperiences entered a five-year agreement with MTN to manage call center operations. Several companies have also shifted operations in the country, which adds to the market’s growth. For example, Foxtel, iSelect, and The Smart Group have shifted call center outsourcing to South Africa. These developments are estimated to create growth opportunities for the market.

In Saudi Arabia, the market is primarily supported by product launches and technological advancements. For instance, con4PAS and Salehiya introduced a cloud-based multichannel contact center intending to unify communication needs into a single platform. Furthermore, the government launched a call center to support customers in the execution of online services pertaining to income tax and other business activities. Therefore, the deployment of call centers drives the contact center software market.

Telecom companies are thriving to innovate and maximize their revenues by deploying the right tools to gain actionable insights. Companies are able to manage terabytes of data pertaining to customer requests and complaints. As a result, companies are employing solutions to achieve accurate real-time insights via data mining and analytics. The market is assessed in terms of end-user, organization size, software & service, and delivery mode. The end-user section is divided into IT and telecom, healthcare, BFSI, retail & e-commerce, travel & hospitality, and government and education.

Aspect Software, Atos, Vonage, ZTE Corporation, Lifesize, NICE, Talkdesk, and Vocalcom are some of the key companies in the market.

Aspect Software is a multinational call center technology and customer experience company. The company provides various services, including enterprise cloud call center software, workforce optimization, engagement management, IVR self-service, and contact center software. Additionally, it serves clients across various industries. Aspect has operations across various industries, including the Middle East and Africa.

 

Key deliverables of the report:

      Market CAGR during the forecasting years 2022-2028

      Detailed data highlighting key insights, industry components, and market strategies


   Comprehensive information and estimation of the contact center software market revenue growth in the Middle East and Africa and its influence on the parent market


      In-depth study of forthcoming trends in consumer behavioral patterns


      A meticulous analysis of the competitive landscape, vendor scorecard, and Porter’s Five Forces


  A wide-ranging study of factors that will challenge the Middle East and Africa contact center software market’s growth during the upcoming years

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Table of Content

1. MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET - SUMMARY

2. INDUSTRY OUTLOOK

2.1. IMPACT OF COVID-19 ON THE CONTACT CENTER SOFTWARE MARKET

2.2. KEY INSIGHTS

2.2.1. INCREASING NEED TO ENHANCE CUSTOMER EXPERIENCE

2.2.2. RAPID ADVANCEMENTS IN CUSTOMER RELATIONSHIP MANAGEMENT

2.3. PORTER’S FIVE FORCES ANALYSIS

2.3.1. THREAT OF NEW ENTRANTS

2.3.2. THREAT OF SUBSTITUTES

2.3.3. BARGAINING POWER OF BUYERS

2.3.4. BARGAINING POWER OF SUPPLIERS

2.3.5. THREAT OF COMPETITIVE RIVALRY

2.4. KEY BUYING IMPACT ANALYSIS

2.4.1. FLEXIBILITY

2.4.2. SCALABILITY

2.4.3. EASE OF USE

2.4.4. DEPLOYMENT TIME

2.5. MARKET ATTRACTIVENESS INDEX

2.6. VENDOR SCORECARD

2.7. INDUSTRY COMPONENTS

2.8. REGULATORY FRAMEWORK

2.9. KEY MARKET STRATEGIES

2.9.1. ACQUISITIONS

2.9.2. PRODUCT LAUNCHES

2.9.3. CONTRACTS & AGREEMENTS

2.9.4. INVESTMENTS & EXPANSIONS

2.10. MARKET DRIVERS

2.10.1  INCREASING DEMAND FOR ADVANCED CONTACT CENTER TECHNOLOGIES

2.10.2  RISING PENETRATION OF SOCIAL MEDIA IN CONTACT CENTER OPERATIONS

2.10.3  CONTINUOUS AND RAPID TRANSITIONS TO CLOUD-BASED CONTACT CENTERS

2.11. MARKET CHALLENGES

2.11.1. CONCERNS REGARDING DATA SECURITY AND PRIVACY

2.11.2. HIGH INVESTMENT COSTS

2.12. MARKET OPPORTUNITIES

2.12.1. SURGE IN NEED FOR PERSONALIZED SERVICES

2.12.2. EMERGENCE OF ADVANCED TECHNOLOGIES

3. MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY SOFTWARE & SERVICE

3.1. SOFTWARE

3.2. SERVICES

4. MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY DELIVERY MODE

4.1. ON-PREMISE

4.2. CLOUD

5. MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY ORGANIZATION SIZE

5.1. SMALL & MEDIUM ORGANIZATION

5.2. LARGE ORGANIZATIONS

6. MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY END-USER

6.1. BFSI

6.2. HEALTHCARE

6.3. RETAIL & E-COMMERCE

6.4. GOVERNMENT AND EDUCATION

6.5. IT AND TELECOM

6.6. TRAVEL & HOSPITALITY

7. MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET – COUNTRY OUTLOOK

7.1. UNITED ARAB EMIRATES

7.2. SAUDI ARABIA

7.3. TURKEY

7.4. SOUTH AFRICA

7.5. REST OF MIDDLE EAST & AFRICA

8. COMPETITIVE LANDSCAPE

8.1. CISCO SYSTEMS INC

8.2. FIVE9 INC

8.3. GENESYS TELECOMMUNICATIONS LABORATORIES INC

8.4. AVAYA INC

8.5. 8X8 INC

8.6. AMAZON WEB SERVICES INC

8.7. ENGHOUSE INTERACTIVE INC

8.8. UNIFY INC

8.9. SAP SE

8.10. NEC

8.11. ASPECT SOFTWARE

8.12. ATOS

8.13. VONAGE

8.14. ZTE CORPORATION

8.15. NICE

8.16. LIFESIZE

8.17. TALKDESK

8.18. VOCALCOM

9. RESEARCH METHODOLOGY & SCOPE

9.1. RESEARCH SCOPE & DELIVERABLES

9.2. SOURCES OF DATA

9.3. RESEARCH METHODOLOGY

List of Tables

TABLE 1:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)

TABLE 2:  VENDOR SCORECARD

TABLE 3:  REGULATORY FRAMEWORK

TABLE 4:  ACQUISITIONS

TABLE 5:  LIST OF PRODUCT LAUNCHES

TABLE 6:  LIST OF CONTRACTS & AGREEMENTS

TABLE 7:  LIST OF INVESTMENTS & EXPANSIONS

TABLE 8:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2022-2028 (IN $ MILLION)

TABLE 9:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028 (IN $ MILLION)

TABLE 10:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)

TABLE 11:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)

TABLE 12:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)

List of Figures

FIGURE 1:  KEY BUYING IMPACT ANALYSIS

FIGURE 2:  MARKET ATTRACTIVENESS INDEX

FIGURE 3:  INDUSTRY COMPONENTS

FIGURE 4:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2021 & 2028 (IN %)

FIGURE 5:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE, 2022-2028 (IN $ MILLION)

FIGURE 6:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY SERVICES, 2022-2028 (IN $ MILLION)

FIGURE 7:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2021 & 2028 (IN %)

FIGURE 8:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY ON-PREMISE, 2022-2028 (IN $ MILLION)

FIGURE 9:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY CLOUD, 2022-2028 (IN $ MILLION)

FIGURE 10:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2021 & 2028 (IN %)

FIGURE 11:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY SMALL & MEDIUM ORGANIZATION, 2022-2028 (IN $ MILLION)

FIGURE 12:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY LARGE ORGANIZATIONS, 2022-2028 (IN $ MILLION)

FIGURE 13:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2021 & 2028 (IN %)

FIGURE 14:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY BFSI, 2022-2028 (IN $ MILLION)

FIGURE 15:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY HEALTHCARE, 2022-2028 (IN $ MILLION)

FIGURE 16:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY RETAIL & E-COMMERCE, 2022-2028 (IN $ MILLION)

FIGURE 17:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY GOVERNMENT AND EDUCATION, 2022-2028 (IN $ MILLION)

FIGURE 18:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY IT AND TELECOM, 2022-2028 (IN $ MILLION)

FIGURE 19:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, BY TRAVEL & HOSPITALITY, 2022-2028 (IN $ MILLION)

FIGURE 20:  MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2028 (IN %)

FIGURE 21:  UNITED ARAB EMIRATES CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 22:  SAUDI ARABIA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 23:  TURKEY CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 24:  SOUTH AFRICA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 25:  REST OF MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

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