Table of Contents
- DATAMONITOR VIEW
- ANALYSIS
- Reform in the Middle East leads to opportunities for vendors but
challenges lie ahead
- Early reform in the Middle East' s telecoms industry shows companies
how to replicate western customer service strategies
- Governments seek foreign investment as the region stabilizes
- Localization of products and services
- Not all technology is accepted
- Deploying inconstant market strategies to the contact center can
affect presence in the Middle East
- Multi-nationals and vendors need to have an appropriate governance
structure
- Middle Eastern contact centers demand high-end solutions and
professional services
- High end contact center solutions are profitable to vendors operating
in the Middle East
- Professional services can be a sweet spot if vendors illustrate how
contact centers make a profit for firms
- Knowledge and skills shortage in some countries has an impact on
delivery of contact center projects
- Vendors need to open up training centers to address sustainability
- Contact center vendors should explore partnerships with bands and
regional system integrators
- Traditional SI partnerships are significant when engaging with
international and domestic enterprises
- New channel relationships need to be forged to sell contact centers to
local companies
- Channel incentivization in the Middle East can not operate on the
same lines as in the West
- Foreign investment regulations and restrictions may hamper success
in some countries
- ACTION POINTS
- Western customer service strategies are being adopted - vendors use this
experience to sell to this region
- There is an appetite for high-end solutions - but which ones will be
important to the enterprise?
- Skills shortages can be mitigated by opening of training centers
- The Middle East prides itself on its personal relationships - vendors
will find real success with customer referrals
- APPENDIX
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
- List of Figures
- Figure 1: Foreign direct investment has risen in several Middle
Eastern countries.
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