MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET 2022-2028

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CRI’s report infers that the Middle East and Africa contact center software market is anticipated to progress at a compound annual growth rate of 15.25% during the forecast years 2022-2028.

SKU: TR-171-2022 Category: Tag:

Description

MARKET OUTLOOK

CRI’s report infers that the Middle East and Africa contact center software market is anticipated to progress at a compound annual growth rate of 15.25% during the forecast years 2022-2028. The UAE, Saudi Arabia, South Africa, Turkey, and Rest of Middle East & Africa are examined in the market.
In South Africa, the contact center software market’s growth is supported by the expansion of the telecom industry. Moreover, the increasing outsourcing sector and initiatives by market players are anticipated to fuel the studied market’s growth. For instance, the Smart Group shifted call center outsourcing to the country to provide a better customer service experience. Thus, these factors are anticipated to widen the scope and growth of the contact center software market.
In Rest of Middle East and Africa, expansion of the telecom industry, deployment of call centers, technological advancements, and strategic initiatives are key factors boosting the contact center software market. For instance, in 2022, Israel Credit Cards introduced a customer service call center in Ashdod. Orange Egypt also introduced a call center in Assiut Technology Park to expand its footings. Hence, as stated above, these factors are anticipated to propel the contact center software market’s development.

COMPETITIVE OUTLOOK

The notable companies in the contact center software market are Genesys Telecommunications Laboratories Inc, Cisco Systems Inc, Five9 Inc, Avaya Inc, and Amazon Web Services Inc.

TABLE OF CONTENTS

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

TABLE LIST

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 LIST

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)

Additional information

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Companies Mentioned

1. CISCO SYSTEMS INC
2. FIVE9 INC
3. GENESYS TELECOMMUNICATIONS LABORATORIES INC
4. AVAYA INC
5. 8X8 INC
6. AMAZON WEB SERVICES INC
7. ENGHOUSE INTERACTIVE INC
8. UNIFY INC
9. SAP SE
10. NEC
11. ASPECT SOFTWARE
12. ATOS
13. VONAGE
14. ZTE CORPORATION
15. NICE
16. LIFESIZE
17. TALKDESK
18. VOCALCOM

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