Supply Chain Ecosystem Analysis now part of DBMR Reports
Market Size in USD Billion
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USD 2,060.74 Million |
| USD 5,517.27 Million | |
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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.
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.
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Report Metric
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Details
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Forecast Period
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2023 to 2030
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Base Year
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2022
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Historic Years
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2021 (Customizable to 2015 - 2020)
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Quantitative Units
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Revenue in USD Million, Volumes in Units, Pricing in USD
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Segments Covered
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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)
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Countries Covered
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Saudi Arabia, U.A.E, Israel, Egypt, South Africa, Rest of Middle East and Africa (MEA)
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Market Players Covered
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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.) and NTT DATA Corporation (Japan)
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Market Opportunities
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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.
Drivers
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.
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
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
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.
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
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
Platform
Organization Size
Deployment Model
End-user Industry
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.
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:
SKU-
1 INTRODUCTION
1.1 OBJECTIVES OF THE STUDY
1.2 MARKET DEFINITION
1.3 OVERVIEW OF MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET
1.4 CURRENCY AND PRICING
1.5 LIMITATION
1.6 MARKETS COVERED
2 MARKET SEGMENTATION
2.1 KEY TAKEAWAYS
2.2 ARRIVING AT THE MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET
2.3 VENDOR POSITIONING GRID
2.4 TECHNOLOGY LIFE LINE CURVE
2.5 MARKET GUIDE
2.6 MULTIVARIATE MODELLING
2.7 TOP TO BOTTOM ANALYSIS
2.8 STANDARDS OF MEASUREMENT
2.9 VENDOR SHARE ANALYSIS
2.1 DATA POINTS FROM KEY PRIMARY INTERVIEWS
2.11 DATA POINTS FROM KEY SECONDARY DATABASES
2.12 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET: RESEARCH SNAPSHOT
2.13 ASSUMPTIONS
3 MARKET OVERVIEW
3.1 DRIVERS
3.2 RESTRAINTS
3.3 OPPORTUNITIES
3.4 CHALLENGES
4 EXECUTIVE SUMMARY
5 PREMIUM INSIGHTS
6 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, BY OFFERING
6.1 OVERVIEW
6.2 SOLUTION
6.2.1 INTELLIGENT CALL ROUTING
6.2.2 DIALER
6.2.2.1. PROGRESSIVE DIALER
6.2.2.2. PREDICTIVE DIALER
6.2.2.3. PREVIEW DIALER
6.2.3 WORKFORCE OPTIMIZATION
6.2.4 CALL RECORDING
6.2.5 INTELLIGENT VIRTUAL ASSISTANTS
6.2.6 SECURITY
6.2.6.1. NETWORK SECURITY
6.2.6.2. FRAUD MANAGEMENT
6.2.6.3. OTHERS
6.2.7 CUSTOMER COLLABORATION
6.2.8 AUTOMATIC CALL DISTRIBUTION (ACD)
6.2.9 INTERACTIVE VOICE RESPONSE (IVR)
6.2.10 REPORTING AND ANALYTICS
6.2.10.1. REAL-TIME REPORTING
6.2.10.2. HISTORIC REPORTING
6.2.10.3. CUSTOMER INTERACTION ANALYTICS
6.2.11 COMPUTER TELEPHONY INTEGRATION (CTI)
6.2.12 OTHERS
6.3 SERVICES
6.3.1 MANAGED SERVICES
6.3.2 PROFESSIONAL SERVICES
6.3.2.1. CONSULTING
6.3.2.2. TRAINING AND SUPPORT
6.3.2.3. INTEGRATION AND IMPLEMENTATION
7 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, BY ORGANIZATION SIZE
7.1 OVERVIEW
7.2 LARGE ENTERPRISES
7.3 SMALL SIZED ENTERPRISES
7.4 MID BUSINESS
8 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, BY DEPLOYMENT MODEL
8.1 OVERVIEW
8.2 CLOUD
8.3 ON PREMISE
9 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, BY PRICING MODEL
9.1 OVERVIEW
9.2 FREE
9.3 SUBSCRIPTION BASED
9.3.1 MONTHLY
9.3.2 ANNUAL
10 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, BY OPERATING DEVICE
10.1 OVERVIEW
10.2 WINDOWS
10.3 ANDROID
10.4 IPHONE/IPAD
10.5 OTHERS
11 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, BY TECHNOLOGY
11.1 OVERVIEW
11.2 ARTIFICIAL INTELLIGENCE (AI)
11.3 INTERNET OF THINGS (IOT)
11.4 OTHERS
12 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, BY END USER
12.1 OVERVIEW
12.2 BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI)
12.2.1 BY OFFERING
12.2.1.1. SOLUTION
12.2.1.2. SERVICES
12.3 GOVERNMENT
12.3.1 BY OFFERING
12.3.1.1. SOLUTION
12.3.1.2. SERVICES
12.4 IT AND TELECOMMUNICATIONS
12.4.1 BY OFFERING
12.4.1.1. SOLUTION
12.4.1.2. SERVICES
12.5 HEALTHCARE
12.5.1 BY OFFERING
12.5.1.1. SOLUTION
12.5.1.2. SERVICES
12.6 RETAIL AND E-COMMERCE
12.6.1 BY OFFERING
12.6.1.1. SOLUTION
12.6.1.2. SERVICES
12.7 MEDIA AND ENTERTAINMENT
12.7.1 BY OFFERING
12.7.1.1. SOLUTION
12.7.1.2. SERVICES
12.8 TRAVEL AND HOSPITALITY
12.8.1 BY OFFERING
12.8.1.1. SOLUTION
12.8.1.2. SERVICES
12.9 MANUFACTURING
12.9.1 BY OFFERING
12.9.1.1. SOLUTION
12.9.1.2. SERVICES
12.1 ENERGY AND UTILITY
12.10.1 BY OFFERING
12.10.1.1. SOLUTION
12.10.1.2. SERVICES
12.11 TRANSPORTATION
12.11.1 BY OFFERING
12.11.1.1. SOLUTION
12.11.1.2. SERVICES
12.12 CONSTRUCTION
12.12.1 BY OFFERING
12.12.1.1. SOLUTION
12.12.1.2. SERVICES
12.13 EDUCATION
12.13.1 BY OFFERING
12.13.1.1. SOLUTION
12.13.1.2. SERVICES
12.14 OTHERS
13 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, BY REGION
13.1 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, (ALL SEGMENTATION PROVIDED ABOVE IS REPRESENTED IN THIS CHAPTER BY COUNTRY)
13.1.1 MIDDLE EAST AND AFRICA
13.1.1.1. SOUTH AFRICA
13.1.1.2. SAUDI ARABIA
13.1.1.3. EGYPT
13.1.1.4. ISRAEL
13.1.1.5. REST OF MIDDLE EAST AND AFRICA
13.2 KEY PRIMARY INSIGHTS: BY MAJOR COUNTRIES
14 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, COMPANY LANDSCAPE
14.1 COMPANY SHARE ANALYSIS: MIDDLE EAST AND AFRICA
14.2 MERGERS & ACQUISITIONS
14.3 NEW PRODUCT DEVELOPMENT & APPROVALS
14.4 EXPANSIONS
14.5 REGULATORY CHANGES
14.6 PARTNERSHIP AND OTHER STRATEGIC DEVELOPMENTS
15 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, SWOT ANALYSIS
16 MIDDLE EAST AND AFRICA CALL CENTER PLATFORMS MARKET, COMPANY PROFILE
16.1 ALCATEL-LUCENT ENTERPRISE
16.1.1 COMPANY SNAPSHOT
16.1.2 REVENUE ANALYSIS
16.1.3 GEOGRAPHIC PRESENCE
16.1.4 PRODUCT PORTFOLIO
16.1.5 RECENT DEVELOPMENTS
16.2 CISCO
16.2.1 COMPANY SNAPSHOT
16.2.2 REVENUE ANALYSIS
16.2.3 GEOGRAPHIC PRESENCE
16.2.4 PRODUCT PORTFOLIO
16.2.5 RECENT DEVELOPMENTS
16.3 IBM
16.3.1 COMPANY SNAPSHOT
16.3.2 REVENUE ANALYSIS
16.3.3 GEOGRAPHIC PRESENCE
16.3.4 PRODUCT PORTFOLIO
16.3.5 RECENT DEVELOPMENTS
16.4 BT
16.4.1 COMPANY SNAPSHOT
16.4.2 REVENUE ANALYSIS
16.4.3 GEOGRAPHIC PRESENCE
16.4.4 PRODUCT PORTFOLIO
16.4.5 RECENT DEVELOPMENTS
16.5 VOCALCOM
16.5.1 COMPANY SNAPSHOT
16.5.2 REVENUE ANALYSIS
16.5.3 GEOGRAPHIC PRESENCE
16.5.4 PRODUCT PORTFOLIO
16.5.5 RECENT DEVELOPMENTS
16.6 ORACLE
16.6.1 COMPANY SNAPSHOT
16.6.2 REVENUE ANALYSISVV
16.6.3 GEOGRAPHIC PRESENCE
16.6.4 PRODUCT PORTFOLIO
16.6.5 RECENT DEVELOPMENTS
16.7 HUAWEI TECHNOLOGIES
16.7.1 COMPANY SNAPSHOT
16.7.2 REVENUE ANALYSIS
16.7.3 GEOGRAPHIC PRESENCE
16.7.4 PRODUCT PORTFOLIO
16.7.5 RECENT DEVELOPMENTS
16.8 GENESYS
16.8.1 COMPANY SNAPSHOT
16.8.2 REVENUE ANALYSIS
16.8.3 GEOGRAPHIC PRESENCE
16.8.4 PRODUCT PORTFOLIO
16.8.5 RECENT DEVELOPMENTS
16.9 AVAYA INC.
16.9.1 COMPANY SNAPSHOT
16.9.2 REVENUE ANALYSIS
16.9.3 GEOGRAPHIC PRESENCE
16.9.4 PRODUCT PORTFOLIO
16.9.5 RECENT DEVELOPMENTS
16.1 UNIFY (ATOS SE)
16.10.1 COMPANY SNAPSHOT
16.10.2 REVENUE ANALYSIS
16.10.3 GEOGRAPHIC PRESENCE
16.10.4 PRODUCT PORTFOLIO
16.10.5 RECENT DEVELOPMENTS
16.11 SPOK INC.
16.11.1 COMPANY SNAPSHOT
16.11.2 REVENUE ANALYSIS
16.11.3 GEOGRAPHIC PRESENCE
16.11.4 PRODUCT PORTFOLIO
16.11.5 RECENT DEVELOPMENTS
16.12 ALTIVON
16.12.1 COMPANY SNAPSHOT
16.12.2 REVENUE ANALYSIS
16.12.3 GEOGRAPHIC PRESENCE
16.12.4 PRODUCT PORTFOLIO
16.12.5 RECENT DEVELOPMENTS
16.13 SAP SE
16.13.1 COMPANY SNAPSHOT
16.13.2 REVENUE ANALYSIS
16.13.3 GEOGRAPHIC PRESENCE
16.13.4 PRODUCT PORTFOLIO
16.13.5 RECENT DEVELOPMENTS
16.14 NICE SYSTEMS LTD.
16.14.1 COMPANY SNAPSHOT
16.14.2 REVENUE ANALYSIS
16.14.3 GEOGRAPHIC PRESENCE
16.14.4 PRODUCT PORTFOLIO
16.14.5 RECENT DEVELOPMENTS
16.15 HUAWEI TECHNOLOGIES CO., LTD.
16.15.1 COMPANY SNAPSHOT
16.15.2 REVENUE ANALYSIS
16.15.3 GEOGRAPHIC PRESENCE
16.15.4 PRODUCT PORTFOLIO
16.15.5 RECENT DEVELOPMENTS
NOTE: THE COMPANIES PROFILED IS NOT EXHAUSTIVE LIST AND IS AS PER OUR PREVIOUS CLIENT REQUIREMENT. WE PROFILE MORE THAN 100 COMPANIES IN OUR STUDY AND HENCE THE LIST OF COMPANIES CAN BE MODIFIED OR REPLACED ON REQUEST
17 RELATED REPORTS
18 QUESTIONNAIRE
19 ABOUT DATA BRIDGE MARKET RESEARCH
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