Market by Software & Service, Delivery Mode, Organization Size, End-user, and Country Outlook | Forecast 2022-2028
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.
Report scope can be customized per your requirements. Request For Customization
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
Want to get specific insights? Our team of
analysts can customize this report based on your preferences. Connect with us here.
Market by Technology (Data ana ..
VIEW REPORT1. 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
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)
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)