How to Profit from Contact Centers in the Middle East (Strategy Focus)

Abstract

Overview

Introduction

Successful Middle Eastern companies will start to deploy high-end contact center solutions, such as desktop and CTI applications integrated into back office functions, to streamline their operations. This is no easy task as the skills and knowledge to do so may not be readily available. Vendors and their partners face a tough challenge.

Scope of this report

• Reform in the Middle East leads to opportunities for vendors but challenges lie ahead
• To succeed in the Middle East vendors must be aware of cultural and technological challenges
• Middle Eastern contact centers demand high-end solutions and professional services
• Contact center vendors should explore partnerships with brands and regional system integrators

Research and analysis highlights

Shrewd international contact center vendors will benefit from their unique position of experience in delivering the technology to create western forms of customer service. These vendors can offer strategic advice on how to derive profitable revenues and increase customer loyalty during economic reforms in certain industries.

Having a geographical presence in the Middle East also means that the products and services offered by the multi-national enterprises must be tailored to attract local consumers. Localization of products and services in these culturally traditional societies can present difficulties if multi-nationals are unaware of cultural and religious norms.

Many vendors, such as Nortel and Aspect, have the need to shoreup existing installed bases. For these vendors to be successful in the Middle East, their contact center solutions need to focus on high-end horizontal applications and build specific relationships with verticalized systems integrators

Key reasons to read this report

• Understand which areas of customer satisfaction can be enhanced by deploying the right strategy in the Middle East.
• Develop an understanding of how to use specific strategies to win new business from companies looking to operate customer care services in this region