TABLE OF CONTENTS
1 INTRODUCTION 79
1.1 OBJECTIVES OF THE STUDY 79
1.2 MARKET DEFINITION 79
1.3 OVERVIEW OF THE MIDDLE EAST & AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET 79
1.4 LIMITATIONS 82
1.5 MARKETS COVERED 82
2 MARKET SEGMENTATION 88
2.1 MARKETS COVERED 88
2.2 GEOGRAPHICAL SCOPE 89
2.3 YEARS CONSIDERED FOR THE STUDY 90
2.4 CURRENCY AND PRICING 90
2.5 DBMR TRIPOD DATA VALIDATION MODEL 91
2.6 MULTIVARIATE MODELLING 94
2.7 OUTSOURCING TYPE TIMELINE CURVE 95
2.8 MARKET END-USER COVERAGE GRID 96
2.9 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 97
2.10 DBMR MARKET POSITION GRID 98
2.11 VENDOR SHARE ANALYSIS 100
2.12 SECONDARY SOURCES 101
2.13 ASSUMPTIONS 101
3 EXECUTIVE SUMMARY 102
4 PREMIUM INSIGHTS 105
4.1 PORTERS ANALYSIS 106
4.2 VALUE CHAIN ANALYSIS 107
4.3 EVOLUTION 108
5 MARKET OVERVIEW 109
5.1 DRIVERS 111
5.1.1 INCREASING NEED FOR BUSINESS AGILITY 111
5.1.2 RISING CUSTOMER FOCUS TOWARD ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST EFFICIENCY 113
5.1.3 GROWING PREFERENCE FOR CLOUD TECHNOLOGY AND ITS SIGNIFICANCE ON PROCESS AUTOMATION 114
5.1.4 INCREASING DEPENDENCE ON SALES AND MARKETING FOR CUSTOMER SERVICE ENHANCEMENT 115
5.1.5 UPSURGE IN THE CAPACITY OF QUALITY ENTERPRISE DATA 116
5.2 RESTRAINTS 117
5.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 117
5.2.2 STRINGENT GOVERNMENT REGULATIONS 117
5.3 OPPORTUNITIES 118
5.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 118
5.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 119
5.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND IT SECTOR SPENDING 120
5.3.4 GROWING NUMBER OF START-UPS PARTNERING WITH BUSINESS PROCESS OUTSOURCING (BPO) 120
5.4 CHALLENGES 121
5.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 121
5.4.2 FREQUENT DISRUPTION AFFECTS THE OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 122
5.4.3 INCREASE IN THE PRESENCE OF NEW ENTRANTS 123
6 MIDDLE EAST & AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 124
6.1 OVERVIEW 125
6.2 OFFSHORE 126
6.3 ONSHORE 127
6.4 NEARSHORE 127
7 MIDDLE EAST & AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY SERVICE 129
7.1 OVERVIEW 130
7.2 VOICE PROCESSING 131
7.2.1 INBOUND 132
7.2.2 OUTBOUND 132
7.2.3 SURVEY AND MARKET RESEARCH 132
7.3 TELEMARKETING SERVICES 132
7.4 IMAGE EDITING SERVICES 133
7.5 VIRTUAL STAFFING SERVICES 134
7.6 3D VISUALIZATION SERVICES 134
7.6.1 3D ANIMATION 135
7.6.2 CAD MODELING 135
7.6.3 3D ILLUSTRATION 135
7.6.4 3D DEVELOPMENT 136
7.6.5 OTHERS 136
7.7 OTHERS 136
8 MIDDLE EAST & AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 137
8.1 OVERVIEW 138
8.2 CUSTOMER CARE 139
8.3 FINANCE AND ACCOUNTING 140
8.3.1 ORDER TO CASH 141
8.3.1.1 COLLECTION AND ACCOUNTS RECEIVABLE 141
8.3.1.2 ORDER MANAGEMENT AND BILLING 141
8.3.1.3 ORDER TO CASH ANALYTICS 142
8.3.2 PROCURE TO PAY 142
8.3.2.1 ACCOUNTS PAYABLE 142
8.3.2.2 EMPLOYEE DISBURSEMENTS 142
8.3.2.3 ANALYTICS 142
8.3.2.4 PROCESS SUPPORT 142
8.3.3 RECORD TO REPORT 143
8.3.3.1 GENERAL LEDGER 143
8.3.3.2 DATA INTEGRITY AND REPORTING SERVICES 143
8.3.3.3 COST ACCOUNTING & TREASURY 143
8.3.4 FINANCIAL PLANNING & ANALYSIS 143
8.3.4.1 BUDGETING AND FORECASTING 144
8.3.4.2 BUSINESS METRICS AND TRACKING 144
8.3.4.3 DECISION SUPPORT AND ANALYSIS 144
8.3.5 LOGISTICS & WAREHOUSING 144
8.3.6 TRANSPORTATION & VEHICLE LEASING 144
8.3.7 COURIER SERVICES 144
8.3.8 MOVING & RELOCATION 144
8.4 TALENT AND HR SERVICES 145
8.4.1 EMPLOYEE AND HR OPERATIONS 146
8.4.1.1 PAYROLL AND PENSION 146
8.4.1.2 EMPLOYEE SERVICES 146
8.4.1.3 GOVERNMENT RELATION SERVICES 146
8.4.1.4 WORKFORCE DATA ADMINISTRATION 146
8.4.1.5 CW MANAGEMENT 146
8.4.1.5.1 MASTER DATA MANAGEMENT 147
8.4.1.5.2 VENDOR MANAGEMENT 147
8.4.1.5.3 EXIT MANAGEMENT 147
8.4.2 TALENT ACQUISITION AND DEVELOPMENT 147
8.4.2.1 TALENT DEVELOPMENT 148
8.4.2.1.1 ORGANIZATION AND CHANGE MANAGEMENT 148
8.4.2.1.2 COMPETENCY AND DEVELOPMENT MANAGEMENT 148
8.4.2.1.3 LEARNING CONTENT DEVELOPMENT & LEARNING DELIVERY 148
8.4.2.1.4 CURRICULUM AND CAMPAIGN DESIGN 148
8.4.2.1.5 COLLABORATION AND KNOWLEDGE MANAGEMENT 149
8.4.2.1.6 COMPENSATION PLANNING 149
8.4.2.1.7 OTHERS 149
8.4.2.2 TALENT ACQUISITION 149
8.4.2.2.1 WORKFORCE PLANNING 149
8.4.2.2.2 CANDIDATE SOURCING SCREENING AND SELECTION 150
8.4.2.2.3 NEW JOINER OFFER AND ON BOARDING 150
8.4.2.2.4 HIRING CLEARANCES 150
8.4.2.2.5 RELOCATION ASSISTANCE, INTER COMPANY AND MIDDLE EAST & AFRICA MOBILITY 150
8.4.2.2.6 OTHERS 150
8.5 SALES AND MARKETING 150
8.6 SOURCING, PROCUREMENT AND SUPPLY CHAIN 151
8.6.1 PROCUREMENT ADMIN SUPPORT 152
8.6.2 PROCUREMENT CONSULTING 152
8.7 FACILITIES AND ADMINISTRATION 152
8.8 PRODUCT ENGINEERING 153
8.9 TRAINING 153
8.10 OTHERS 154
9 MIDDLE EAST & AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY DEPLOYMENT MODE 155
9.1 OVERVIEW 156
9.2 CLOUD 157
9.3 ON PREMISE 158
10 MIDDLE EAST & AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 159
10.1 OVERVIEW 160
10.2 LARGE ENTERPRISES 161
10.3 SMES 162
11 MIDDLE EAST & AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OWNERSHIP 163
11.1 OVERVIEW 164
11.2 CAPTIVE 165
11.3 THIRD PARTY 166
12 MIDDLE EAST & AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 167
12.1 OVERVIEW 168
12.2 CONTRACT BASED 169
12.3 BUNDLED SERVICES 170
12.4 BEST-SHORE 170
12.5 FEE FOR SERVICE 171
13 MIDDLE EAST & AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 172
13.1 OVERVIEW 173
13.2 IT AND TELECOMMUNICATION 174
13.2.1 CUSTOMER CARE 175
13.2.2 FINANCE AND ACCOUNTING 175
13.2.3 TALENT AND HR SERVICES 176
13.2.4 SALES AND MARKETING 176
13.2.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 176
13.2.6 FACILITIES AND ADMINISTRATION 176
13.2.7 PRODUCT ENGINEERING 176
13.2.8 TRAINING 176
13.2.9 OTHERS 176
13.3 MANUFACTURING 176
13.3.1 CUSTOMER CARE 177
13.3.2 FINANCE AND ACCOUNTING 177
13.3.3 TALENT AND HR SERVICES 178
13.3.4 SALES AND MARKETING 178
13.3.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 178
13.3.6 FACILITIES AND ADMINISTRATION 178
13.3.7 PRODUCT ENGINEERING 178
13.3.8 TRAINING 178
13.3.9 OTHERS 178
13.4 BFSI 178
13.4.1 CUSTOMER CARE 179
13.4.2 FINANCE AND ACCOUNTING 179
13.4.3 TALENT AND HR SERVICES 180
13.4.4 SALES AND MARKETING 180
13.4.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 180
13.4.6 FACILITIES AND ADMINISTRATION 180
13.4.7 PRODUCT ENGINEERING 180
13.4.8 TRAINING 180
13.4.9 OTHERS 180
13.5 GOVERNMENT & DEFENSE 180
13.5.1 CUSTOMER CARE 181
13.5.2 FINANCE AND ACCOUNTING 181
13.5.3 TALENT AND HR SERVICES 182
13.5.4 SALES AND MARKETING 182
13.5.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 182
13.5.6 FACILITIES AND ADMINISTRATION 182
13.5.7 PRODUCT ENGINEERING 182
13.5.8 TRAINING 182
13.5.9 OTHERS 182
13.6 TRANSPORTATION AND LOGISTICS 182
13.6.1 CUSTOMER CARE 183
13.6.2 FINANCE AND ACCOUNTING 183
13.6.3 TALENT AND HR SERVICES 184
13.6.4 SALES AND MARKETING 184
13.6.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 184
13.6.6 FACILITIES AND ADMINISTRATION 184
13.6.7 PRODUCT ENGINEERING 184
13.6.8 TRAINING 184
13.6.9 OTHERS 184
13.7 RETAIL AND E-COMMERCE 184
13.7.1 CUSTOMER CARE 185
13.7.2 FINANCE AND ACCOUNTING 185
13.7.3 TALENT AND HR SERVICES 186
13.7.4 SALES AND MARKETING 186
13.7.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 186
13.7.6 FACILITIES AND ADMINISTRATION 186
13.7.7 PRODUCT ENGINEERING 186
13.7.8 TRAINING 186
13.7.9 OTHERS 186
13.8 TRAVEL AND HOSPITALITY 186
13.8.1 CUSTOMER CARE 187
13.8.2 FINANCE AND ACCOUNTING 187
13.8.3 TALENT AND HR SERVICES 188
13.8.4 SALES AND MARKETING 188
13.8.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 188
13.8.6 FACILITIES AND ADMINISTRATION 188
13.8.7 PRODUCT ENGINEERING 188
13.8.8 TRAINING 188
13.8.9 OTHERS 188
13.9 HEALTHCARE 188
13.9.1 CUSTOMER CARE 189
13.9.2 FINANCE AND ACCOUNTING 189
13.9.3 TALENT AND HR SERVICES 190
13.9.4 SALES AND MARKETING 190
13.9.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 190
13.9.6 FACILITIES AND ADMINISTRATION 190
13.9.7 PRODUCT ENGINEERING 190
13.9.8 TRAINING 190
13.9.9 OTHERS 190
13.10 ENERGY AND UTILITIES 190
13.10.1 CUSTOMER CARE 191
13.10.2 FINANCE AND ACCOUNTING 191
13.10.3 TALENT AND HR SERVICES 192
13.10.4 SALES AND MARKETING 192
13.10.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 192
13.10.6 FACILITIES AND ADMINISTRATION 192
13.10.7 PRODUCT ENGINEERING 192
13.10.8 TRAINING 192
13.10.9 OTHERS 192
13.11 EDUCATION 192
13.11.1 CUSTOMER CARE 193
13.11.2 FINANCE AND ACCOUNTING 193
13.11.3 TALENT AND HR SERVICES 194
13.11.4 SALES AND MARKETING 194
13.11.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 194
13.11.6 FACILITIES AND ADMINISTRATION 194
13.11.7 PRODUCT ENGINEERING 194
13.11.8 TRAINING 194
13.11.9 OTHERS 194
13.12 OTHERS 195
14 MIDDLE EAST & AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY REGION 196
14.1 MIDDLE EAST AND AFRICA 197
14.1.1 U.A.E 214
14.1.2 SAUDI ARABIA 226
14.1.3 SOUTH AFRICA 238
14.1.4 EGYPT 251
14.1.5 ISRAEL 264
14.1.6 REST OF MIDDLE EAST AND AFRICA 277

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