Middle East and Africa Call Center Platforms Market – Industry Trends and Forecast to 2030

Middle East and Africa Call Center Platforms Market, By Offering (Software and Service), Platform (Outbound Dialer, Inbound Voice, Web Chat, Omni channel Agent, Social Media, Email, Messaging, and Others), Organization Size (Large Organization and Small and Medium Organization), Deployment Model (On-Premise, Hybrid and Cloud), Industry (IT and Telecommunication, Banking, Financial Service and Insurance, Retail, Healthcare, Government, Travel and Hospitality, Transport and Logistics, Media and Entertainment, Education, Manufacturing, Energy and Utilities, and Others) – Industry Trends and Forecast to 2030.

Middle East and Africa Call Center Platforms Market Analysis and Size

To survive and thrive in this cutthroat competitive market, every business must provide an exceptional customer experience. Cloud call centres have become an essential step for businesses to implement a methodical strategy that improves performance and analytics in order to properly service a client base. As a result of an increasing number of businesses enjoying and reaping the benefits of such service model, the could segment dominates the global deployment segment of the global call center platforms market.

Data Bridge Market Research analyses that the call center platforms market, valued at USD 2,060.74 million in 2022, will reach USD 5,517.27 million by 2030, growing at a CAGR of 13.10% during the forecast period of 2023 to 2030. In addition to the market insights such as market value, growth rate, market segments, geographical coverage, market players, and market scenario, the market report curated by the Data Bridge Market Research team includes in-depth expert analysis, import/export analysis, pricing analysis, production consumption analysis, and pestle analysis.

Middle East and Africa Call Center Platforms Market Scope and Segmentation      

Market Definition

Call center platforms are the platforms, used by the business to connect with their customers/potential customers. The workforce management (WFM) and quality improvement capabilities of customer relationship management (CRM) and other important systems can be enabled by contact center platforms. Businesses are deploying core contact centre capabilities including digital agents, voice analytics, intelligent routing, skills-based routing, and insights.

Call Center Platforms Market Dynamics

Drivers

• Growing focus on maintaining customer relations will bolster the market growth

According to a recent market study, 75% customers are more likely to purchase from businesses that offer personalised services to the customers, such as addressing them by their names, recognizing the customers’ needs and wants, and offering value for money to the customer. Therefore, surging need for personalized services will positively influence the growth of the global call center platforms market.

• Increased technological integrations will drive the growth

Market expansion is facilitated by the incorporation of cutting-edge technologies like predictive analytics, robotic process automation, artificial intelligence, and contact centre solutions. Through speech recognition, the intelligent IVR ascertains the user's needs and alerts the operatives. Similar to this, workforce optimization boosts agents' productivity and effectiveness by reviewing client input and communication.   

Opportunities

• The use of omni channel solutions and technologies is a major driver

Businesses are looking for essential contact centre capabilities including digital agents, voice analytics, intelligent routing, skills-based routing, and insights. Numerous contact centre platforms also have omni channel features, allowing contact centres to go beyond conventional phone service and human agent support. These capabilities are designed to boost and nurture client interaction. Customers can be supported by omni channel technology spanning social media, text or SMS, video, email, audio, and voice over IP (VoIP) technologies. It can also combine with other communication platforms.

Restraints/Challenges

• Security and privacy concerns will derail the market growth rate

Hefty deployment costs for omni channel solutions and high maintenance expenses will stymie market expansion. Small and medium-sized businesses find it challenging to easily obtain services using cutting-edge technology due to their low income levels. As a result, these sectors rely on conventional customer handling solutions, which has a negative effect on the adoption rate.

• Security and privacy concerns will hamper the growth rate

As call center platforms continue to embrace IVR systems, webchats, and self-service channels as part of the efforts to handle the rising amounts of calls being received by the agents, they are increasingly exposed to the danger of fraud attacks and the ensuing losses. As they keep vast amounts of sensitive client data, contact centres are continuously at risk of cyberattacks. Therefore, it is anticipated that the increasing number of cyberattacks on contact centre corporate activities will impede market expansion.

This call center platforms market report provides details of new recent developments, trade regulations, import-export analysis, production analysis, value chain optimization, market share, impact of domestic and localized market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on the call center platforms market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.

Recent Developments

• In 2021, A Microsoft-certified 8x8 Contact Center for Microsoft Teams was launched by DMV Veterinary Centers, a Canadian supplier of emergency and specialty pet hospitals and services, according to an announcement from 8X8, Inc.

Middle East and Africa Call Center Platforms Market Scope

The call center platforms market is segmented based on offering, platform, organization size, deployment model and end-user industry. The growth amongst these segments will help you analyze meagre growth segments in the industries and provide the users with a valuable market overview and market insights to help them make strategic decisions for identifying core market applications.

Offering

• Software
• Service

Platform

• Outbound Dialer
• Inbound Voice
• Web Chat
• Omni channel Agent
• Social Media
• Email
• Messaging
• Others

 Organization Size

• Large Organization
• Small and Medium Organizations

Deployment Model

• On-Premise
• Hybrid
• Cloud

End-user Industry

• IT and Telecommunication
• Banking
• Financial Service and Insurance
• Retail
• Healthcare
• Government
• Travel and Hospitality
• Transport and Logistics
• Media and Entertainment
• Education
• Manufacturing
• Energy and Utilities
• Others

Call Center Platforms Market Regional Analysis/Insights

The call center platforms market is analyzed and market size insights and trends are provided by country, offering, platform, organization size, deployment model and end-user industry as referenced above.

The countries covered in the call center platforms market report are Saudi Arabia, U.A.E, Israel, Egypt, South Africa, Rest of Middle East and Africa (MEA).

Saudi Arabia dominates the Middle East and Africa call center platforms market and will continue to flourish its trend of dominance during the forecast period. The major factors attributable to the region’s dominance are increasing adoption of cloud computing solutions, growing number of end user industries and growing focus of businesses on improving the customer experience.

The country section of the report also provides individual market impacting factors and changes in regulation in the market domestically that impacts the current and future trends of the market. Data points like down-stream and upstream value chain analysis, technical trends and porter's five forces analysis, case studies are some of the pointers used to forecast the market scenario for individual countries. Also, the presence and availability of global brands and their challenges faced due to large or scarce competition from local and domestic brands, impact of domestic tariffs and trade routes are considered while providing forecast analysis of the country data.

Competitive Landscape and Call Center Platforms Market Share Analysis

The call center platforms market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies' focus related to call center platforms market.

Some of the major players operating in the call center platforms market are:

• Oracle (U.S.)
• IBM (U.S.)
• Microsoft (U.S.)
• VMware, Inc., (U.S.)
• Dell Inc., (U.S.)
• Google LLC  (U.S.)
• Cisco Systems, Inc. (U.S.)
• Hewlett Packard Enterprise Development LP (U.S.)
• Citrix Systems, Inc. (U.S.)
• NTT DATA Corporation (Japan)