TABLE OF CONTENTS
1 INTRODUCTION 22
1.1 OBJECTIVES OF THE STUDY 22
1.2 MARKET DEFINITION 22
1.3 OVERVIEW OF MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET 22
1.4 LIMITATIONS 24
1.5 MARKETS COVERED 25
2 MARKET SEGMENTATION 28
2.1 MARKETS COVERED 28
2.2 GEOGRAPHICAL SCOPE 29
2.3 YEARS CONSIDERED FOR THE STUDY 29
2.4 CURRENCY AND PRICING 29
2.5 DBMR TRIPOD DATA VALIDATION MODEL 30
2.6 MULTIVARIATE MODELLING 33
2.7 OUTSOURCING TYPE LIFELINE CURVE 33
2.8 MARKET END-USER COVERAGE GRID 34
2.9 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 35
2.10 DBMR MARKET POSITION GRID 36
2.11 VENDOR SHARE ANALYSIS 37
2.12 SECONDARY SOURCES 38
2.13 ASSUMPTIONS 38
3 EXECUTIVE SUMMARY 39
4 PREMIUM INSIGHTS 42
4.1 EVOLUTION 43
5 MARKET OVERVIEW 44
5.1 DRIVERS 46
5.1.1 INCREASING NEED FOR BUSINESS AGILITY 46
5.1.2 RISING CUSTOMER FOCUS TOWARDS ENHANCED EFFICIENCY, TIME EFFECTIVENESS AND COST EFFICIENCY 46
5.1.3 GROWING PREFERENCE OF CLOUD TECHNOLOGY AND SIGNIFICANCE ON PROCESS AUTOMATION 47
5.1.4 INCREASING DEPENDENCE OF SALES AND MARKETING FOR CUSTOMER SERVICE ENHANCEMENT 48
5.1.5 UPSURGE IN THE CAPACITY OF QUALITY ENTERPRISE DATA 48
5.2 RESTRAINTS 49
5.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 49
5.2.2 STRINGENT GOVERNMENT REGULATIONS 49
5.3 OPPORTUNITIES 50
5.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 50
5.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES NAMELY AI, IOT AND CLOUD COMPUTING 51
5.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND IT SECTOR SPENDING 52
5.3.4 GROWING NUMBER OF START-UPS PARTNERING WITH BUSINESS PROCESS OUTSOURCING (BPO) 52
5.4 CHALLENGES 53
5.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 53
5.4.2 FREQUENT DISRUPTION AFFECTS OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 53
5.4.3 INCREASE IN THE PRESENCE OF NEW ENTRANTS 54
6 COVID-19 IMPACT ON MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET 55
6.1 ANALYSIS ON IMPACT OF COVID-19 ON THE MARKET 55
6.2 AFTERMATH OF COVID-19 AND GOVERNMENT INITIATIVE TO BOOST THE MARKET 55
6.3 STRATEGIC DECISIONS FOR MANUFACTURERS AFTER COVID-19 TO GAIN COMPETITIVE MARKET SHARE 56
6.4 INCREASE IN THE NUMBER OF BUSINESS PROCESS OUTSOURCING (BPO) SOLUTIONS TO CATER TO THE EXPONENTIAL DEMAND 56
6.5 TO FORM PARTNERSHIP AND ACQUISITION STRATEGIES TO INCREASE THE REACH AND STABILIZE THE SUPPLY 56
6.6 IMPACT ON DEMAND 57
6.7 IMPACT ON SUPPLY CHAIN 57
6.8 CONCLUSION 57
7 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 58
7.1 OVERVIEW 59
7.2 OFFSHORE 60
7.3 ONSHORE 60
7.4 NEARSHORE 61
8 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY SERVICE 62
8.1 OVERVIEW 63
8.2 VOICE PROCESSING 64
8.2.1 INBOUND 65
8.2.2 OUTBOUND 65
8.2.3 SURVEY AND MARKET RESEARCH 65
8.3 TELEMARKETING SERVICES 65
8.4 IMAGE EDITING SERVICES 65
8.5 VIRTUAL STAFFING SERVICES 66
8.6 3D VISUALIZATION SERVICES 66
8.6.1 3D ANIMATION 67
8.6.2 CAD MODELING 67
8.6.3 3D ILLUSTRATION 67
8.6.4 3D DEVELOPMENT 67
9 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 68
9.1 OVERVIEW 69
9.2 CUSTOMER CARE 70
9.3 FINANCE AND ACCOUNTING 70
9.4 HUMAN RESOURCE 71
9.5 SALES AND MARKETING 71
9.6 PROCUREMENT AND SUPPLY CHAIN 71
9.7 FACILITIES AND ADMINISTRATION 72
9.8 PRODUCT ENGINEERING 72
9.9 TRAINING 72
9.10 OTHERS 73
10 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY DEPLOYMENT MODE 74
10.1 OVERVIEW 75
10.2 CLOUD 76
10.3 ON PREMISE 76
11 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 77
11.1 OVERVIEW 78
11.2 LARGE ENTERPRISES 79
11.3 SMES 79
12 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OWNERSHIP 80
12.1 OVERVIEW 81
12.2 CAPTIVE 82
12.3 THIRD PARTY 82
13 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 83
13.1 OVERVIEW 84
13.2 CONTRACT BASED 85
13.3 BUNDLED SERVICES 85
13.4 BEST-SHORE 86
13.5 FEE FOR SERVICES 86
14 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END-USER 87
14.1 OVERVIEW 88
14.2 IT & TELECOM 89
14.2.1 CUSTOMER CARE 90
14.2.2 SALES & MARKETING 90
14.2.3 TRAINING 90
14.2.4 HUMAN RESOURCE 90
14.2.5 FACILITIES & ADMINISTRATION 90
14.2.6 OTHERS 91
14.3 MANUFACTURING 91
14.3.1 CUSTOMER CARE 92
14.3.2 SALES & MARKETING 92
14.3.3 PROCUREMENT AND SUPPLY CHAIN 92
14.3.4 PRODUCT ENGINEERING 92
14.3.5 HUMAN RESOURCE 92
14.3.6 FACILITIES & ADMINISTRATION 93
14.3.7 TRAINING 93
14.3.8 FINANCE & ACCOUNTING 93
14.3.9 OTHERS 93
14.4 BFSI 93
14.4.1 FINANCE & ACCOUNTING 94
14.4.2 CUSTOMER CARE 94
14.4.3 SALES & MARKETING 94
14.4.4 HUMAN RESOURCE 94
14.4.5 FACILITIES & ADMINISTRATION 94
14.4.6 TRAINING 94
14.4.7 OTHERS 95
14.5 GOVERNMENT & DEFENSE 95
14.5.1 CUSTOMER CARE 95
14.5.2 FINANCE AND ACCOUNTING 96
14.5.3 SALES & MARKETING 96
14.5.4 HUMAN RESOURCE 96
14.5.5 FACILITIES & ADMINISTRATION 96
14.5.6 TRAINING 96
14.5.7 OTHERS 96
14.6 TRANSPORTATION & LOGISTICS 96
14.6.1 CUSTOMER CARE 97
14.6.2 PROCUREMENT AND SUPPLY 97
14.6.3 SALES & MARKETING 97
14.6.4 FINANCE AND ACCOUNTING 97
14.6.5 FACILITIES & ADMINISTRATION 97
14.6.6 TRAINING 97
14.6.7 OTHERS 98
14.7 RETAIL & ECOMMERCE 98
14.7.1 CUSTOMER CARE 98
14.7.2 SALES & MARKETING 98
14.7.3 PROCUREMENT AND SUPPLY CHAIN 99
14.7.4 HUMAN RESOURCE 99
14.7.5 FACILITIES AND ADMINISTRATION 99
14.7.6 TRAINING 99
14.7.7 OTHERS 99
14.8 TRAVEL & HOSPITALITY 99
14.8.1 SALES & MARKETING 100
14.8.2 CUSTOMER CARE 100
14.8.3 FACILITIES AND ADMINISTRATION 100
14.8.4 TRAINING 100
14.8.5 OTHERS 100
14.9 HEALTHCARE 100
14.9.1 CUSTOMER CARE 101
14.9.2 SALES & MARKETING 101
14.9.3 FACILITIES AND ADMINISTRATION 101
14.9.4 PROCUREMENT AND SUPPLY CHAIN 101
14.9.5 TRAINING 102
14.9.6 OTHERS 102
14.10 ENERGY & UTILITIES 102
14.10.1 CUSTOMER CARE 102
14.10.2 OTHERS 102
14.11 EDUCATION 103
14.11.1 SALES & MARKETING 103
14.11.2 CUSTOMER CARE 103
14.11.3 FACILITIES AND ADMINISTRATION 103
14.11.4 TRAINING 104
14.11.5 OTHERS 104
14.12 OTHERS 104
15 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY GEOGRAPHY 105
15.1 OVERVIEW 106
15.2 MIDDLE EAST AND AFRICA 107
15.2.1 U.A.E 120
15.2.2 SAUDI ARABIA 128
15.2.3 SOUTH AFRICA 136
15.2.4 EGYPT 144
15.2.5 ISRAEL 153
15.2.6 REST OF MIDDLE EAST AND AFRICA 161
16 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET: COMPANY LANDSCAPE 162
16.1 COMPANY SHARE ANALYSIS: MIDDLE EAST AND AFRICA 162
17 SWOT ANALYSIS 163
18 COMPANY PROFILE 164
18.1 IBM CORPORATION 164
18.1.1 COMPANY SNAPSHOT 164
18.1.2 REVENUE ANALYSIS 164
18.1.3 COMPANY SHARE ANALYSIS 165
18.1.4 SERVICE PORTFOLIO 165
18.1.5 RECENT DEVELOPMENTS 167
18.2 ACCENTURE 168
18.2.1 COMPANY SNAPSHOT 168
18.2.2 REVENUE ANALYSIS 168
18.2.3 COMPANY SHARE ANALYSIS 169
18.2.4 SERVICE PORTFOLIO 169
18.2.5 RECENT DEVELOPMENTS 170
18.3 CAPGEMINI 172
18.3.1 COMPANY SNAPSHOT 172
18.3.2 REVENUE ANALYSIS 172
18.3.3 COMPANY SHARE ANALYSIS 173
18.3.4 SERVICE PORTFOLIO 173
18.3.5 RECENT DEVELOPMENTS 175
18.4 COGNIZANT 176
18.4.1 COMPANY SNAPSHOT 176
18.4.2 REVENUE ANALYSIS 176
18.4.3 COMPANY SHARE ANALYSIS 177
18.4.4 SERVICE PORTFOLIO 177
18.4.5 RECENT DEVELOPMENTS 181
18.5 INFOSYS LIMITED 182
18.5.1 COMPANY SNAPSHOT 182
18.5.2 REVENUE ANALYSIS 183
18.5.3 COMPANY SHARE ANALYSIS 183
18.5.4 SERVICE PORTFOLIO 184
18.5.5 RECENT DEVELOPMENTS 185
18.6 ADP, INC. 186
18.6.1 COMPANY SNAPSHOT 186
18.6.2 REVENUE ANALYSIS 186
18.6.3 SOLUTION PORTFOLIO 187
18.6.4 RECENT DEVELOPMENTS 187
18.7 AMDOCS 188
18.7.1 COMPANY SNAPSHOT 188
18.7.2 REVENUE ANALYSIS 188
18.7.3 SERVICE PORTFOLIO 189
18.7.4 RECENT DEVELOPMENT 189
18.8 CBRE 190
18.8.1 COMPANY SNAPSHOT 190
18.8.2 REVENUE ANALYSIS 190
18.8.3 SERVICE PORTFOLIO 191
18.8.4 RECENT DEVELOPMENT 191
18.9 CONCENTRIX CORPORATION 192
18.9.1 COMPANY SNAPSHOT 192
18.9.2 SOLUTION PORTFOLIO 192
18.9.3 RECENT DEVELOPMENTS 193
18.10 GENPACT 194
18.10.1 COMPANY SNAPSHOT 194
18.10.2 REVENUE ANALYSIS 194
18.10.3 SOLUTION PORTFOLIO 195
18.10.4 RECENT DEVELOPMENTS 197
18.11 HCL TECHNOLOGIES LIMITED 198
18.11.1 COMPANY SNAPSHOT 198
18.11.2 REVENUE ANALYSIS 198
18.11.3 SERVICE PORTFOLIO 199
18.11.4 RECENT DEVELOPMENTS 200
18.12 NCR CORPORATION 201
18.12.1 COMPANY SNAPSHOT 201
18.12.2 REVENUE ANALYSIS 201
18.12.3 SERVICE PORTFOLIO 202
18.12.4 RECENT DEVELOPMENTS 202
18.13 NTT DATA, INC. 203
18.13.1 COMPANY SNAPSHOT 203
18.13.2 REVENUE ANALYSIS 203
18.13.3 SERVICE PORTFOLIO 204
18.13.4 RECENT DEVELOPMENT 204
18.14 PLAXONIC TECHNOLOGIES 205
18.14.1 COMPANY SNAPSHOT 205
18.14.2 SERVICE PORTFOLIO 205
18.14.3 RECENT DEVELOPMENT 206
18.15 SODEXO 207
18.15.1 COMPANY SNAPSHOT 207
18.15.2 REVENUE ANALYSIS 207
18.15.3 SERVICE PORTFOLIO 208
18.15.4 RECENT DEVELOPMENT 208
18.16 TATA CONSULTANCY SERVICES LIMITED 209
18.16.1 COMPANY SNAPSHOT 209
18.16.2 REVENUE ANALYSIS 209
18.16.3 SERVICE PORTFOLIO 210
18.16.4 RECENT DEVELOPMENTS 210
18.17 TECH MAHINDRA LIMITED 211
18.17.1 COMPANY SNAPSHOT 211
18.17.2 REVENUE ANALYSIS 211
18.17.3 SERVICE PORTFOLIO 212
18.17.4 RECENT DEVELOPMENTS 212
18.18 TTEC 213
18.18.1 COMPANY SNAPSHOT 213
18.18.2 REVENUE ANALYSIS 213
18.18.3 SERVICE PORTFOLIO 214
18.18.4 RECENT DEVELOPMENTS 215
18.19 WIPRO LIMITED 216
18.19.1 COMPANY SNAPSHOT 216
18.19.2 REVENUE ANALYSIS 216
18.19.3 SERVICE PORTFOLIO 217
18.19.4 RECENT DEVELOPMENTS 218
18.20 WNS (HOLDINGS) LTD. 219
18.20.1 COMPANY SNAPSHOT 219
18.20.2 REVENUE ANALYSIS 219
18.20.3 SOLUTION PORTFOLIO 220
18.20.4 RECENT DEVELOPMENTS 221
19 QUESTIONNAIRE 222
20 RELATED REPORTS 228

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