Table of Content
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
