The Middle East - Bringing The Vendors To The Contact Center Mountain (Review

The Middle East - Bringing The Vendors To The Contact Center Mountain (Review Report)

Published Date: November 2007

Published By: Datamonitor

Page Count: 40

Order Code: R313-27666

Questions About This Report

E-mail a Colleague

Printable Page

Fax Your Order

Description

Table of Contents

Search Inside
this Report

Similar
Products

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

	Research Index \| Publishers \| My Account \| Contact Us \| About MindBranch
	Welcome Guest (Login/Register) \| 0 items