MEA Cloud-Based Contact Center Market

Middle East and Africa Cloud-Based Contact Center Market Size (2024 to 2029)

The size of the Middle East and Africa cloud-based contact center market is expected to be worth USD 3.87 billion by 2029 from USD 1.56 billion in 2024, growing at a CAGR of 19.85% from 2024 to 2029.

The Cloud Contact Center is the center of an organization hosted on an Internet network from which all outbound and inbound communications are handled. Cloud contact centers communicate with the aid of social media platforms, emails, voice and the Internet, which can be accessed from virtually any place. Cloud contact centers are used to reduce costs, increase ROI, maximize agent performance, improve mobility and scalability, and enhance customer experience and empowerment. The implementation model for cloud-based contact centers allows companies to set up contact centers for third-party organizations.

Recent Developments:

In 2019, Google unveiled a beta version of its Contact Center AI to aid retailers with responsive customer service by-phone support without sacrificing customer experience.

Geographical Analysis:

The countries that will be included in the regional analysis of the Middle East and Africa are Saudi Arabia, Egypt, UAE, Tunisia, Qatar, Morocco etc. The UAE market is expected to see a CAGR of 25.4 percent in the Middle East during the forecast period.

Market Drivers, Restraints And Opportunities:

Significant factors that have helped drive the Middle East and Africa Cloud-Based Contact Center Market forward are-

• The e-commerce industry is making a huge contribution to the development of cloud contact centers.
• Most large corporations understand that Cloud-based contact centers are a very cost-effective method of setting up their centers in an environment that offers inexpensive skilled labor.
• With the increasing acceptance of the cloud, the number of service providers offering full suites of contact center applications is growing rapidly.

The factors holding the Middle East and Africa Cloud-Based Contact Center Market back include-

• If a company is setting up a cloud-based contact center outside the country, it is effectively eliminating jobs from its own country, and there has been a great deal of pressure from the government to prevent this.
• Increasing competition in the retail market and evolving trends in customer services, preferences, attitudes and e-commerce are driving the growth of the cloud-based contact center sector. Many retailers, both offline and online, find cloud contact centers to be revenue streams with customer experience as a strategic priority.

Market Segmentation:

MEA Cloud-Based Contact Center Market - By Solution:

• ACD
• APO
• Dialers
• IVR
• CTI
• Reporting and Analytics
• Security

The CTI product is projected to have the largest market share among the solutions. Requirements include call routing and queuing, information management and tracking, chat content and monitoring, real-time decision-making, and workplace optimization.

MEA Cloud-Based Contact Center Market - By Service

• Professional
• Managed

MEA Cloud-Based Contact Center Market - By Application

• Call routing and queuing
• Data integration and recording
• Chat quality and monitoring
• Real-time decision-making
• Workforce Optimization (WFO)

MEA Cloud-Based Contact Center Market - By Deployment Mode

• Public cloud
• Private cloud
• Hybrid cloud

MEA Cloud-Based Contact Center Market - By Organization Size

• Small and Medium-sized Enterprises
• Large Enterprises

The category of large enterprises is projected to have a larger market size due to the high demand for improved cloud-based contact center systems that help to improve customer experience. They are commonly used by companies because of their benefits like high scalability, greater efficiency, rapid deployment and lower capital costs.

MEA Cloud-Based Contact Center Market - By Vertical:

• Banking, Financial Services, and Insurance
• Consumer goods and retail
• Government and public sector
• Healthcare and life sciences
• Manufacturing
• Media and entertainment
• Telecommunication and Information Technology Enabled Services
• Others

MEA Cloud-Based Contact Center Market - By Region:

• Saudi Arabia
• Egypt
• UAE
• Tunisia
• Qatar
• Morocco

Key Market Players:

The key market players in the Middle East and Africa Cloud-Based Contact Center Market include 8x8 Inc. (US), Five9 (US), Cisco Systems (US), Genesys (US), Oracle (US), NewVoiceMedia (UK), Connect First (US), Aspect Software (US), and 3CLogic (US).

Middle East and Africa Cloud-Based Contact Center Market Research Report Key Highlights:

• Current and future market perspectives for Middle East and Africa Cloud-Based Contact Center Market in developed and emerging markets.
• Analyze different market perspectives using the analysis of five Porter forces
• The segment that is expected to dominate the market.
• Regions that are expected to grow faster during the forecast period.
• Identify the latest developments, market shares, and strategies of key market participants.