Introduction

The oil industry has driven strong economic growth in the Middle East. Purchasing power per capita has surged and more companies are responding with improvements in customer service delivery through contact center expansions.

Scope

Provides an overview of current market penetration for 11 Middle Eastern countries. Illustrates and analyses how the Middle Eastern market for contact centers is dynamic and embracing change. Discusses the key trends, opportunities and barriers vendors need to be aware of when operating in the Middle East.

Highlights

The trend towards globalization has led to multi-nationals opening local contact centers to service Middle Eastern customers. Vendors have the opportunity to tap into these cash-rich multi-nationals, many of whom are their customers in different geographical markets. Mobile phones have transformed the economic and social fabric of the Middle East and market penetration of the technology is expected to gain traction over the next several years. Many governments are offering tax breaks to facilitate foreign investment and trade. However, opening offices in some Middle Eastern countries involves careful management and awareness of the indigenous partner's organizational structure.

Reasons to Purchase

Learn how Egypt, Saudi Arabia, and the United Arab Emirates are hot spots - and why. Understand what the challenges are to operating in the Middle East. Explore what the dominant contact center trends are in this region in order to formulate fresh go-to-market strategies.

DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
The spread of a global economy represents a strong growth opportunity for vendors 2
Various industries and geographies are influential in the customer interaction industry 5
Liberalization of financial services has led to a proliferation of activity in the region governed by Islamic law 5
The communications industry is rapidly transforming the Middle East 6
Hospitality and travel present the biggest growth opportunity and the biggest challenge for vendors 7
The United Arab Emirates, Egypt and the Kingdom of Saudi Arabia are the geographical markets to target 8
Middle Eastern governments are offering lucrative incentives to attract FDI 10
Infrastructure projects have primed the region for network build 10
The Middle East can act as an entry point to the larger Asian markets 11
ACTIONS 11
Vendors need to be aware of the religious laws governing the financial services industry 11
Lucrative incentives are available for vendors to invest in this region 12
The Middle East is modernizing but on its own terms 12
The mobile sector has the potential to ring much revenue into vendors' cash registers 12
APPENDIX 13
Methodology 13
Further reading 13
Ask the analyst 13
Datamonitor consulting 13
Disclaimer 13
List of Tables
Table 1: Spending on contact center technology in the Middle East, 2005 - 2010 3
Table 2: APs in the Middle East, 2006 - 2012 5
List of Figures
Figure 1: GDP indicates strong growth but per captia GDP is low 2
Figure 2: Spending on contact center technology in the Middle East, 2005 - 2010 ($m) 3
Figure 3: APs in the Middle East, 2006 - 2012 4
Figure 4: Particular contact center solutions will be alluring to communications providers in the Middle East 7