Overview 1
Catalyst 1
Summary 1
Executive Summary 2
Introduction 2
The Middle East - Cash Rich, Services Poor (Market Focus) 2
How to profit from contact centers in the Middle East (Strategy Focus) 2
Middle Eastern contact center technology insight (Technology Focus) 3
Contents 4
Figures 5
Tables 6
The Middle East - Cash Rich, Services Poor (Market Focus) 7
The spread of a global economy represents a strong growth opportunity for vendors 7
Various industries and geographies are influential in the customer interaction industry 10
Liberalization of financial services has led to a proliferation of activity in the region governed by Islamic law 10
The communications industry is rapidly transforming the Middle East 11
Hospitality and travel present the biggest growth opportunity and the biggest challenge for vendors 12
The United Arab Emirates, Egypt and the Kingdom of Saudi Arabia are the geographical markets to target 13
Middle Eastern governments are offering lucrative incentives to attract FDI 14
Infrastructure projects have primed the region for network build 15
The Middle East can act as an entry point to the larger Asian markets 16
How to profit from contact centers in the Middle East (Strategy Focus) 17
Reform in the Middle East leads to opportunities for vendors but challenges lie ahead 17
Early reform in the Middle East's telecoms industry shows companies how to replicate western customer service strategies 17
Governments seek foreign investment as the region stabilizes 19
Localization of products and services 20
Not all technology is accepted 21
Deploying inconstant market strategies to the contact center can affect presence in the Middle East 21
Multi-nationals and vendors need to have an appropriate governance structure 21
Middle Eastern contact centers demand high-end solutions and professional services 22
High-end contact center solutions are profitable to vendors operating in the Middle East 22
Professional services can be a sweet spot if vendors illustrate how contact centers make a profit for firms 23
Knowledge and skills shortage in some countries has an impact on delivery of contact center projects 23
Vendors need to open up training centers to address sustainability 23
Contact center vendors should explore partnerships with bands and regional system integrators 24
Traditional SI partnerships are significant when engaging with international and domestic enterprises 24
New channel relationships need to be forged to sell contact centers to local companies 25
Channel incentivization in the Middle East can not operate on the same lines as in the West 25
Foreign investment regulations and restrictions may hamper success in some countries 26
Middle Eastern contact center technology insight (Technology Focus) 27
There is room for non-traditional call center technology in Middle Eastern sites 27
SMS is a ubiquitous channel for enterprises and has the potential to strengthen revenues for vendors 27
Email is the next channel to gain traction in the Middle East 28
Outbound capabilities open communication channels for commercially orientated customer care 30
Video contact centers are attractive but not all enterprises are likely to adopt this solution 31
Workforce optimization applications will gain traction in the Middle East 31
Vendors must educate end users about the competitive opportunities provided by better customer service 31
IVR use has increased but may not be successful if cultural sensitivities cannot be resolved 32
IVR will grow in the Middle East - vendors will need to price accordingly to benefit from this situation 32
Middle Eastern enterprises will pay top dollar for a top notch solution 33
A groundswell in system convergence will impact contact centers 33
Silos in the organization breed inconsistent customer information 33
Vendors need to introduce and enhance consulting services in the Middle East 34
The 'switch independent' debate is not occurring in the Middle East 34
Actions 35
Vendors need to be aware of the religious laws governing the financial services industry 35
Lucrative incentives are available for vendors to invest in this region 35
The Middle East is modernizing but on its own terms 35
The mobile sector has the potential to ring much revenue into vendors' cash registers 36
Western customer service strategies are being adopted - vendors use this experience to sell to this region 36
There is an appetite for high-end solutions - but which ones will be important to the enterprise? 36
Skills shortages can be mitigated by opening of training centers 36
The Middle East prides itself on its personal relationships - vendors will find real success with customer referrals 36
Understanding business and technology is critical to execute a reliable contact center 36
Vendors should not be fooled into thinking that the Middle East will adopt multi-channels 37
APPENDIX 38
Methodology 38
Further reading 38
Ask the analyst 38
Datamonitor consulting 38
Disclaimer 38
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