Table of Contents
- Overview
- Executive Summary
- Introduction
- The Middle East - Cash Rich, Services Poor (Market Focus)
- How to profit from contact centers in the Middle East (Strategy Focus)
- Middle Eastern contact center technology insight (Technology Focus)
- Table of Contents
- Table of figures
- Table of tables
- The Middle East - Cash Rich, Services Poor (Market Focus)
- The spread of a global economy represents a strong growth opportunity
for vendors
- Various industries and geographies are influential in the customer
interaction industry
- Liberalization of financial services has led to a proliferation of
activity in the region governed by Islamic law
- The communications industry is rapidly transforming the Middle East
- Hospitality and travel present the biggest growth opportunity and
the biggest challenge for vendors
- The United Arab Emirates, Egypt and the Kingdom of Saudi Arabia are
the geographical markets to target
- Middle Eastern governments are offering lucrative incentives to attract
FDI
- Infrastructure projects have primed the region for network build
- The Middle East can act as an entry point to the larger Asian markets
- How to profit from contact centers in the Middle East (Strategy Focus)
- 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
- Middle Eastern contact center technology insight (Technology Focus)
- There is room for non-traditional call center technology in Middle
Eastern sites
- SMS is a ubiquitous channel for enterprises and has the potential to
strengthen revenues for vendors
- Email is the next channel to gain traction in the Middle East
- Outbound capabilities open communication channels for commercially
orientated customer care
- Video contact centers are attractive but not all enterprises are
likely to adopt this solution
- Workforce optimization applications will gain traction in the Middle
East
- Vendors must educate end users about the competitive opportunities
provided by better customer service
- IVR use has increased but may not be successful if cultural
sensitivities cannot be resolved
- IVR will grow in the Middle East - vendors will need to price
accordingly to benefit from this situation
- Middle Eastern enterprises will pay top dollar for a top notch
solution
- A groundswell in system convergence will impact contact centers
- Silos in the organization breed inconsistent customer information
- Vendors need to introduce and enhance consulting services in the
Middle East
- The ' switch independent' debate is not occurring in the Middle East
- Actions
- Vendors need to be aware of the religious laws governing the financial
services industry
- Lucrative incentives are available for vendors to invest in this region
- The Middle East is modernizing but on its own terms
- The mobile sector has the potential to ring much revenue into vendors'
cash registers
- 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
- Understanding business and technology is critical to execute a reliable
contact center
- Vendors should not be fooled into thinking that the Middle East will
adopt multi-channels
- APPENDIX
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
- List of Tables
- Table 1: Spending on contact center technology in the Middle East,
2005 - 2010
- Table 2: APs in the Middle East, 2006 - 2012
- List of Figures
- Figure 1: GDP indicates strong growth but per captia GDP is low
- Figure 2: Spending on contact center technology in the Middle East,
2005 - 2010 ($m)
- Figure 3: APs in the Middle East, 2006 - 2012
- Figure 4: Particular contact center solutions will be alluring to
communications providers in the Middle East
- Figure 5: Foreign direct investment has risen in several Middle
Eastern countries.
- Figure 6: An email flow in the contact center if using an automatic
response unit
|
Related Report
|
View Cart
