How to profit from contact centers in the Middle East (Strategy Focus): Industry

How to profit from contact centers in the Middle East (Strategy Focus)

Published Date: September 2007

Published By: Datamonitor

Page Count: 13

Order Code: R313-26247

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DATAMONITOR VIEW: CATALYST; SUMMARY; ANALYSIS; 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; ACTION POINTS; 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
APPENDIX: Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Figures: Figure 1: Foreign direct investment has risen in several Middle Eastern countries.