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Middle East and Africa Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast (2022 to 2027)

Published: January, 2022
ID: 9072
Pages: 97

Middle East and Africa Cloud-Based Contact Center Market Size & Growth

The Middle East and Africa Cloud-Based Contact Center Market is currently valued at 890 Million USD in 2019. The market is expected to grow at a CAGR of 23.5% over the forecast period to reach a valuation of 2.2 Billion USD in 2024.

Market Overview:

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 which will be included in the regional analysis of 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 period from 2019 to 2024.

Market Drivers, Restraints And Opportunities:

Significant factors which 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

  1. 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.

  1. MEA Cloud Based Contact Center Market by Service

  • Professional
  • Managed
  1. 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)
  1. MEA Cloud Based Contact Center Market by Deployment Mode

  • Public cloud
  • Private cloud
  • Hybrid cloud
  1. 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.

  1. 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
  1. 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.

1. Introduction    
        
    1.1 Market Definition        
    1.2 Study Deliverables        
    1.3 Base Currency, Base Year and Forecast Periods        
    1.4 General Study Assumptions        

2. Research Methodology            

    2.1 Introduction        
    2.2 Research Phases        

        2.2.1 Secondary Research     
        2.2.2 Primary Research    
        2.2.3 Econometric Modelling    
        2.2.4 Expert Validation    

    2.3 Analysis Design        
    2.4 Study Timeline        

3. Overview            

    3.1 Executive Summary        
    3.2 Key Inferences        
    3.3 Epidemology        

4. Drivers, Restraints, Opportunities, and Challenges Analysis (DROC)            

    4.1 Market Drivers        
    4.2 Market Restraints        
    4.3 Key Challenges        
    4.4 Current Opportunities in the Market        

5. Market Segmentation            

    5.1 Solution        

        5.1.1 Introduction    
        5.1.2 ACD    
        5.1.3 APO    
        5.1.4 Dialers    
        5.1.5 IVR    
        5.1.6 CTI    
        5.1.7 Reporting and Analytics    
        5.1.8 Security    
        5.1.9 Y-o-Y Growth Analysis, By Solution     
        5.1.10 Market Attractiveness Analysis, By Solution     
        5.1.11 Market Share Analysis, By Solution     

    5.2 Service        

        5.2.1 Introduction    
        5.2.2 Professional    
        5.2.3 Managed    
        5.2.4 Y-o-Y Growth Analysis, By Service     
        5.2.5 Market Attractiveness Analysis, By Service     
        5.2.6 Market Share Analysis, By Service     

    5.3 Application        

        5.3.1 Introduction    
        5.3.2 Call routing and queuing    
        5.3.3 Data integration and recording    
        5.3.4 Chat quality and monitoring    
        5.3.5 Real-time decision-making    
        5.3.6 Workforce Optimization     
        5.3.7 Y-o-Y Growth Analysis, By Application     
        5.3.8 Market Attractiveness Analysis, By Application     
        5.3.9 Market Share Analysis, By Application     

    5.4 Deployment Mode        

        5.4.1 Introduction    
        5.4.2 Public cloud    
        5.4.3 Private cloud    
        5.4.4 Hybrid cloud    
        5.4.5 Y-o-Y Growth Analysis, By Deployment Mode     
        5.4.6 Market Attractiveness Analysis, By Deployment Mode     
        5.4.7 Market Share Analysis, By Deployment Mode     

    5.5 Organization Size        

        5.5.1 Small and Medium-sized Enterprises    
        5.5.2 Large Enterprises    
        5.5.3 Y-o-Y Growth Analysis, By Organization Size    
        5.5.4 Market Attractiveness Analysis, By Organization Size    
        5.5.5 Market Share Analysis, By Organization Size    

    5.6 Vertical        

        5.6.1 Banking, Financial Services, and Insurance    
        5.6.2 Consumer goods and retail    
        5.6.3 Government and public sector    
        5.6.4 Healthcare and life sciences    
        5.6.5 Manufacturing    
        5.6.6 Media and entertainment    
        5.6.7 Telecommunication and Information Technology Enabled Services    
        5.6.8 Others    
        5.6.9 Y-o-Y Growth Analysis, By Vertical    
        5.6.10 Market Attractiveness Analysis, By Vertical    
        5.6.11 Market Share Analysis, By Vertical    

6. Geographical Analysis            

    6.1 Introduction        

        6.1.1 Regional Trends    
        6.1.2 Impact Analysis    
        6.1.3 Y-o-Y Growth Analysis    

            6.1.3.1 By Geographical Area
            6.1.3.2 By Solution
            6.1.3.3 By Service
            6.1.3.4 By Application
            6.1.3.5 By Deployment Mode
            6.1.3.6 By Organization Size
            6.1.3.7 By Vertical

        6.1.4  Market Attractiveness Analysis    

            6.1.4.1 By Geographical Area
            6.1.4.2 By Solution
            6.1.4.3 By Service
            6.1.4.4 By Application
            6.1.4.5 By Deployment Mode
            6.1.4.6 By Organization Type
            6.1.4.7 By Vertical

        6.1.5  Market Share Analysis    

            6.1.5.1 By Geographical Area
            6.1.5.2 By Solution
            6.1.5.3 By Service
            6.1.5.4 By Application
            6.1.5.5 By Deployment Mode
            6.1.5.6 By Organization Type
            6.1.5.7 By Vertical

    6.2 Middle-East         
    6.3 Africa        

7. Strategic Analysis            

    7.1 PESTLE analysis        

        7.1.1 Political    
        7.1.2 Economic    
        7.1.3 Social    
        7.1.4 Technological    
        7.1.5 Legal    
        7.1.6 Environmental    

    7.2 Porter’s Five analysis        
        7.2.1 Bargaining Power of Suppliers    
        7.2.2 Bargaining Power of Consumers    
        7.2.3 Threat of New Entrants    
        7.2.4 Threat of Substitute Products and Services    
        7.2.5 Competitive Rivalry within the Industry    

8. Market Leaders' Analysis            

    8.1 8x8 Inc        

        8.1.1 Overview    
        8.1.2 Product Analysis    
        8.1.3 Financial analysis    
        8.1.4 Recent Developments    
        8.1.5 SWOT analysis    
        8.1.6 Analyst View    

    8.2 Five9        
    8.3 Cisco Systems         
    8.4 Genesys         
    8.5 Oracle        
    8.6 NewVoiceMedia        
    8.7 Connect First         
    8.8 Aspect Software         
    8.9 3CLogic         

9. Competitive Landscape            

    9.1 Market share analysis        
    9.2 Merger and Acquisition Analysis        
    9.3 Agreements, collaborations and Joint Ventures        
    9.4 New Product Launches        

10. Market Outlook and Investment Opportunities            

Appendix            

    a) List of Tables        
    b) List of Figures        

  1. Middle East and Africa Cloud-Based Contact Center Market By Solution, From 2022 - 2027 ( USD Billion )
  2. Middle East and Africa ACD Market By Region, From 2022 - 2027 ( USD Billion )
  3. Middle East and Africa APO Market By Region, From 2022 - 2027 ( USD Billion )
  4. Middle East and Africa Dialers Market By Region, From 2022 - 2027 ( USD Billion )
  5. Middle East and Africa IVR Market By Region, From 2022 - 2027 ( USD Billion )
  6. Middle East and Africa CTI Market By Region, From 2022 - 2027 ( USD Billion )
  7. Middle East and Africa Reporting and Analytics Market By Region, From 2022 - 2027 ( USD Billion )
  8. Middle East and Africa Security Market By Region, From 2022 - 2027 ( USD Billion )
  9. Middle East and Africa Cloud-Based Contact Center Market By Service, From 2022 - 2027 ( USD Billion )
  10. Middle East and Africa Professional Market By Region, From 2022 - 2027 ( USD Billion )
  11. Middle East and Africa Managed Market By Region, From 2022 - 2027 ( USD Billion )
  12. Middle East and Africa Cloud-Based Contact Center Market By Application, From 2022 - 2027 ( USD Billion )
  13. Middle East and Africa Call routing and queuing Market By Region, From 2022 - 2027 ( USD Billion )
  14. Middle East and Africa Data integration and recording Market By Region, From 2022 - 2027 ( USD Billion )
  15. Middle East and Africa Chat quality and monitoring Market By Region, From 2022 - 2027 ( USD Billion )
  16. Middle East and Africa Real-time decision-making Market By Region, From 2022 - 2027 ( USD Billion )
  17. Middle East and Africa Workforce Optimization Market By Region, From 2022 - 2027 ( USD Billion )
  18. Middle East and Africa Cloud-Based Contact Center Market By Deployment Mode, From 2022 - 2027 ( USD Billion )
  19. Middle East and Africa Public cloud Market By Region, From 2022 - 2027 ( USD Billion )
  20. Middle East and Africa Private cloud Market By Region, From 2022 - 2027 ( USD Billion )
  21. Middle East and Africa Hybrid cloud Market By Region, From 2022 - 2027 ( USD Billion )
  22. Middle East and Africa Cloud-Based Contact Center Market By Organization Size, From 2022 - 2027 ( USD Billion )
  23. Middle East and Africa Small and Medium-sized Enterprises Market By Region, From 2022 - 2027 ( USD Billion )
  24. Middle East and Africa Large Enterprises Market By Region, From 2022 - 2027 ( USD Billion )
  25. Middle East and Africa Cloud-Based Contact Center Market By Vertical, From 2022 - 2027 ( USD Billion )
  26. Middle East and Africa Banking, Financial Services, and Insurance Market By Region, From 2022 - 2027 ( USD Billion )
  27. Middle East and Africa Consumer goods and retail Market By Region, From 2022 - 2027 ( USD Billion )
  28. Middle East and Africa Government and public sector Market By Region, From 2022 - 2027 ( USD Billion )
  29. Middle East and Africa Healthcare and life sciences Market By Region, From 2022 - 2027 ( USD Billion )
  30. Middle East and Africa Manufacturing Market By Region, From 2022 - 2027 ( USD Billion )
  31. Middle East and Africa Media and entertainment Market By Region, From 2022 - 2027 ( USD Billion )
  32. Middle East and Africa Telecommunication and Information Technology Enabled Services Market By Region, From 2022 - 2027 ( USD Billion )
  33. Middle East and Africa Others Market By Region, From 2022 - 2027 ( USD Billion )
  34. Middle East Cloud-Based Contact Center Market By Solution, From 2022 - 2027 ( USD Billion )
  35. Middle East Cloud-Based Contact Center Market By Service, From 2022 - 2027 ( USD Billion )
  36. Middle East Cloud-Based Contact Center Market By Application, From 2022 - 2027 ( USD Billion )
  37. Middle East Cloud-Based Contact Center Market By Deployment Mode, From 2022 - 2027 ( USD Billion )
  38. Middle East Cloud-Based Contact Center Market By Organization Size, From 2022 - 2027 ( USD Billion )
  39. Middle East Cloud-Based Contact Center Market By Vertical, From 2022 - 2027 ( USD Billion )
  40. Africa Cloud-Based Contact Center Market By Solution, From 2022 - 2027 ( USD Billion )
  41. Africa Cloud-Based Contact Center Market By Service, From 2022 - 2027 ( USD Billion )
  42. Africa Cloud-Based Contact Center Market By Application, From 2022 - 2027 ( USD Billion )
  43. Africa Cloud-Based Contact Center Market By Deployment Mode, From 2022 - 2027 ( USD Billion )
  44. Africa Cloud-Based Contact Center Market By Organization Size, From 2022 - 2027 ( USD Billion )
  45. Africa Cloud-Based Contact Center Market By Vertical, From 2022 - 2027 ( USD Billion )

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