The Middle East - bringing the vendors to the contact center mountain (Review Report)

This publication has been discontinued on July 19, 2011.

Introduction

Abstract

Overview

Introduction

Middle Eastern society is changing. Its consumers expect high levels of customer service with a fast rate to respond to queries. Contact centers in the region have traditionally been seen as a cost burden to the organization; it is a ticked box to show that the organization is looking after its customers. But industrial reform in the Middle East is fast becoming a reality in several industries.

Scope

• 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)

Report Highlights

This report combines all three briefs from the contact center markets and technologies theme for Q3 2007. While the market focus section provides an overview of drivers and trends across the Middle East, the strategy focus brief considers how vendors can best profit from adopting particular strategies in the region.

The technology brief details which solutions will impact enterprises in the region.

Datamonitor includes the following countries within the Middle East: Bahrain, Egypt, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, Kingdom of Saudi Arabia, Turkey, and United Arab Emirates

Reasons to Purchase

• Understand how the contact center market will grow in the Middle East
• Comprehend what the key challenges are and learn what can be done to overcome them

Table of Contents

• Overview
  • Catalyst
  • Summary
• 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 Reports