Middle East Contact Center as a Service Market Size, Share & COVID-19 Impact Analysis, By Function (Interactive Voice Response (IVR), Multichannel, Automatic, Call Distribution/AI Call Routing, Computer Telephony Integration (CTI), Reporting and Analytics, Workforce Optimization, Customer Collaboration, and Others), By Enterprise Type (SMEs (Less than 50, and 50 to 250) and Large Enterprises (251 to 500, 501 to 1000, and More than 1000)), and Country Forecast, 2025-2032

Last Updated: January 17, 2025 | Format: PDF | Report ID: FBI109039

Table of Content

Introduction
1. Definition, By Segment
2. Research Methodology/Approach
3. Data Sources
Executive Summary
Market Dynamics
1. Macro and Micro Economic Indicators
2. Drivers, Restraints, Opportunities and Trends
3. Impact of COVID-19
Competition Landscape
1. Business Strategies Adopted by Key Players
2. Consolidated SWOT Analysis of Key Players
3. Middle East Contact Center as a Service Key Players Market Share Insights and Analysis, 2024
Company Profiles for Top 10 Players (Based on data availability in public domain and/or on paid databases)
1. Genesys
  1. Overview
    1. Key Management
    2. Headquarters
    3. Offerings/Business Segments
  2. Key Details (Key details are consolidated data and not product/service specific)
    1. Employee Size
    2. Past and Current Revenue
    3. Geographical Share
    4. Business Segment Share
    5. Recent Developments
2. NICE
  1. Overview
    1. Key Management
    2. Headquarters
    3. Offerings/Business Segments
  2. Key Details (Key details are consolidated data and not product/service specific)
    1. Employee Size
    2. Past and Current Revenue
    3. Geographical Share
    4. Business Segment Share
    5. Recent Developments
3. Cisco System, Inc.
  1. Overview
    1. Key Management
    2. Headquarters
    3. Offerings/Business Segments
  2. Key Details (Key details are consolidated data and not product/service specific)
    1. Employee Size
    2. Past and Current Revenue
    3. Geographical Share
    4. Business Segment Share
    5. Recent Developments
4. Twilio Inc.
  1. Overview
    1. Key Management
    2. Headquarters
    3. Offerings/Business Segments
  2. Key Details (Key details are consolidated data and not product/service specific)
    1. Employee Size
    2. Past and Current Revenue
    3. Geographical Share
    4. Business Segment Share
    5. Recent Developments
5. Avaya LLC
  1. Overview
    1. Key Management
    2. Headquarters
    3. Offerings/Business Segments
  2. Key Details (Key details are consolidated data and not product/service specific)
    1. Employee Size
    2. Past and Current Revenue
    3. Geographical Share
    4. Business Segment Share
    5. Recent Developments
6. Vonage
  1. Overview
    1. Key Management
    2. Headquarters
    3. Offerings/Business Segments
  2. Key Details (Key details are consolidated data and not product/service specific)
    1. Employee Size
    2. Past and Current Revenue
    3. Geographical Share
    4. Business Segment Share
    5. Recent Developments
7. Orange Business
  1. Overview
    1. Key Management
    2. Headquarters
    3. Offerings/Business Segments
  2. Key Details (Key details are consolidated data and not product/service specific)
    1. Employee Size
    2. Past and Current Revenue
    3. Geographical Share
    4. Business Segment Share
    5. Recent Developments
8. Silah Gulf
  1. Overview
    1. Key Management
    2. Headquarters
    3. Offerings/Business Segments
  2. Key Details (Key details are consolidated data and not product/service specific)
    1. Employee Size
    2. Past and Current Revenue
    3. Geographical Share
    4. Business Segment Share
    5. Recent Developments
9. Bevatel
  1. Overview
    1. Key Management
    2. Headquarters
    3. Offerings/Business Segments
  2. Key Details (Key details are consolidated data and not product/service specific)
    1. Employee Size
    2. Past and Current Revenue
    3. Geographical Share
    4. Business Segment Share
    5. Recent Developments
10. Kalaam Telecom
  1. Overview
    1. Key Management
    2. Headquarters
    3. Offerings/Business Segments
  2. Key Details (Key details are consolidated data and not product/service specific)
    1. Employee Size
    2. Past and Current Revenue
    3. Geographical Share
    4. Business Segment Share
    5. Recent Developments
Key Takeaways
Annexure
1. Middle East Contact Center as a Service Market Size Estimates and Forecasts, By Segments, 2019-2032
  1. By Function (USD)
    1. Interactive Voice Response (IVR)
    2. Multichannel
    3. Automatic Call Distribution/AI Call Routing
    4. Computer Telephony Integration (CTI)
    5. Reporting and Analytics
    6. Workforce Optimization
    7. Customer Collaboration
    8. Others (Recording, Dialer, etc.)
  2. By Enterprise Type (USD)
    1. SMEs
      1. Less than 50
      2. 50 to 250
    2. Large Enterprises
      1. 251 to 500
      2. 501 to 1000
      3. More than 1000
  3. By Country (USD)
    1. Saudi Arabia
    2. Bahrain
    3. UAE
    4. Kuwait
    5. Qatar
    6. Oman
    7. Egypt
    8. Iraq
    9. Turkey
    10. Jordan
    11. Rest of Middle East
2. Saudi Arabia Contact Center as a Service Market Size Estimates and Forecasts, By Segments, 2019-2032
  1. By Function (USD)
    1. Interactive Voice Response (IVR)
    2. Multichannel
    3. Automatic Call Distribution/AI Call Routing
    4. Computer Telephony Integration (CTI)
    5. Reporting and Analytics
    6. Workforce Optimization
    7. Customer Collaboration
    8. Others (Recording, Dialer, etc.)
  2. By Enterprise Type (USD)
    1. SMEs
      1. Less than 50
      2. 50 to 250
    2. Large Enterprises
      1. 251 to 500
      2. 501 to 1000
      3. More than 1000
  3. By Industry (USD)
    1. BFSI
    2. IT and Telecommunications
    3. Government
    4. Healthcare
    5. Consumer Goods and Retail
    6. Travel and Hospitality
    7. Media and Entertainment
    8. Others
3. Bahrain Contact Center as a Service Market Size Estimates and Forecasts, By Segments, 2019-2032
  1. By Function (USD)
    1. Interactive Voice Response (IVR)
    2. Multichannel
    3. Automatic Call Distribution/AI Call Routing
    4. Computer Telephony Integration (CTI)
    5. Reporting and Analytics
    6. Workforce Optimization
    7. Customer Collaboration
    8. Others (Recording, Dialer, etc.)
  2. By Enterprise Type (USD)
    1. SMEs
      1. Less than 50
      2. 50 to 250
    2. Large Enterprises
      1. 251 to 500
      2. 501 to 1000
      3. More than 1000
  3. By Industry (USD)
    1. BFSI
    2. IT and Telecommunications
    3. Government
    4. Healthcare
    5. Consumer Goods and Retail
    6. Travel and Hospitality
    7. Others
4. UAE Contact Center as a Service Market Size Estimates and Forecasts, By Segments, 2019-2032
  1. By Function (USD)
    1. Interactive Voice Response (IVR)
    2. Multichannel
    3. Automatic Call Distribution/AI Call Routing
    4. Computer Telephony Integration (CTI)
    5. Reporting and Analytics
    6. Workforce Optimization
    7. Customer Collaboration
    8. Others (Recording, Dialer, etc.)
  2. By Enterprise Type (USD)
    1. SMEs
      1. Less than 50
      2. 50 to 250
    2. Large Enterprises
      1. 251 to 500
      2. 501 to 1000
      3. More than 1000
  3. By Industry (USD)
    1. BFSI
    2. IT and Telecommunications
    3. Government
    4. Healthcare
    5. Consumer Goods and Retail
    6. Travel and Hospitality
    7. Media and Entertainment
    8. Others
5. Kuwait Contact Center as a Service Market Size Estimates and Forecasts, By Segments, 2019-2032
  1. By Function (USD)
    1. Interactive Voice Response (IVR)
    2. Multichannel
    3. Automatic Call Distribution/AI Call Routing
    4. Computer Telephony Integration (CTI)
    5. Reporting and Analytics
    6. Workforce Optimization
    7. Customer Collaboration
    8. Others (Recording, Dialer, etc.)
  2. By Enterprise Type (USD)
    1. SMEs
      1. Less than 50
      2. 50 to 250
    2. Large Enterprises
      1. 251 to 500
      2. 501 to 1000
      3. More than 1000
  3. By Industry (USD)
    1. BFSI
    2. Telecom
    3. Government
    4. Healthcare
    5. Consumer Goods and Retail
    6. Automobile
    7. Others
6. Qatar Contact Center as a Service Market Size Estimates and Forecasts, By Segments, 2019-2032
  1. By Function (USD)
    1. Interactive Voice Response (IVR)
    2. Multichannel
    3. Automatic Call Distribution/AI Call Routing
    4. Computer Telephony Integration (CTI)
    5. Reporting and Analytics
    6. Workforce Optimization
    7. Customer Collaboration
    8. Others (Recording, Dialer, etc.)
  2. By Enterprise Type (USD)
    1. SMEs
      1. Less than 50
      2. 50 to 250
    2. Large Enterprises
      1. 251 to 500
      2. 501 to 1000
      3. More than 1000
  3. By Industry (USD)
    1. BFSI
    2. IT and Telecommunications
    3. Government
    4. Healthcare
    5. Consumer Goods and Retail
    6. Travel and Hospitality
    7. Others
7. Oman Contact Center as a Service Market Size Estimates and Forecasts, By Segments, 2019-2032
  1. By Function (USD)
    1. Interactive Voice Response (IVR)
    2. Multichannel
    3. Automatic Call Distribution/AI Call Routing
    4. Computer Telephony Integration (CTI)
    5. Reporting and Analytics
    6. Workforce Optimization
    7. Customer Collaboration
    8. Others (Recording, Dialer, etc.)
  2. By Enterprise Type (USD)
    1. SMEs
      1. Less than 50
      2. 50 to 250
    2. Large Enterprises
      1. 251 to 500
      2. 501 to 1000
      3. More than 1000
  3. By Industry (USD)
    1. BFSI
    2. IT and Telecommunications
    3. Government
    4. Healthcare
    5. Consumer Goods and Retail
    6. Travel and Hospitality
    7. Others
8. Egypt Contact Center as a Service Market Size Estimates and Forecasts, By Segments, 2019-2032
  1. By Function (USD)
    1. Interactive Voice Response (IVR)
    2. Multichannel
    3. Automatic Call Distribution/AI Call Routing
    4. Computer Telephony Integration (CTI)
    5. Reporting and Analytics
    6. Workforce Optimization
    7. Customer Collaboration
    8. Others (Recording, Dialer, etc.)
  2. By Enterprise Type (USD)
    1. SMEs
      1. Less than 50
      2. 50 to 250
    2. Large Enterprises
      1. 251 to 500
      2. 501 to 1000
      3. More than 1000
  3. By Industry (USD)
    1. BFSI
    2. IT and Telecommunications
    3. Government
    4. Healthcare
    5. Consumer Goods and Retail
    6. Travel and Hospitality
    7. Others
9. Iraq Contact Center as a Service Market Size Estimates and Forecasts, By Segments, 2019-2032
  1. By Function (USD)
    1. Interactive Voice Response (IVR)
    2. Multichannel
    3. Automatic Call Distribution/AI Call Routing
    4. Computer Telephony Integration (CTI)
    5. Reporting and Analytics
    6. Workforce Optimization
    7. Customer Collaboration
    8. Others (Recording, Dialer, etc.)
  2. By Enterprise Type (USD)
    1. SMEs
      1. Less than 50
      2. 50 to 250
    2. Large Enterprises
      1. 251 to 500
      2. 501 to 1000
      3. More than 1000
  3. By Industry (USD)
    1. BFSI
    2. IT and Telecommunications
    3. Government
    4. Healthcare
    5. Consumer Goods and Retail
    6. Travel and Hospitality
    7. Others
10. Turkey Contact Center as a Service Market Size Estimates and Forecasts, By Segments, 2019-2032
  1. By Function (USD)
    1. Interactive Voice Response (IVR)
    2. Multichannel
    3. Automatic Call Distribution/AI Call Routing
    4. Computer Telephony Integration (CTI)
    5. Reporting and Analytics
    6. Workforce Optimization
    7. Customer Collaboration
    8. Others (Recording, Dialer, etc.)
  2. By Enterprise Type (USD)
    1. SMEs
      1. Less than 50
      2. 50 to 250
    2. Large Enterprises
      1. 251 to 500
      2. 501 to 1000
      3. More than 1000
  3. By Industry (USD)
    1. BFSI
    2. IT and Telecommunications
    3. Government
    4. Healthcare
    5. Consumer Goods and Retail
    6. Travel and Hospitality
    7. Media & Entertainment
    8. Others
11. Jordan Contact Center as a Service Market Size Estimates and Forecasts, By Segments, 2019-2032
  1. By Function (USD)
    1. Interactive Voice Response (IVR)
    2. Multichannel
    3. Automatic Call Distribution/AI Call Routing
    4. Computer Telephony Integration (CTI)
    5. Reporting and Analytics
    6. Workforce Optimization
    7. Customer Collaboration
    8. Others (Recording, Dialer, etc.)
  2. By Enterprise Type (USD)
    1. SMEs
      1. Less than 50
      2. 50 to 250
    2. Large Enterprises
      1. 251 to 500
      2. 501 to 1000
      3. More than 1000
  3. By Industry (USD)
    1. BFSI
    2. IT and Telecommunications
    3. Government
    4. Healthcare
    5. Consumer Goods and Retail
    6. Travel and Hospitality
    7. Others

Read Less

List of Figures

Figure 1: Middle East Contact Center as a Service Market Revenue Share (%), 2024 and 2032

Figure 2: Middle East Contact Center as a Service Market Revenue Share (%), By Function, 2024 and 2032

Figure 3: Middle East Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2024 and 2032

Figure 4: Middle East Contact Center as a Service Market Revenue Share (%), By Country, 2024 and 2032

Figure 5: Saudi Arabia Contact Center as a Service Market Revenue Share (%), 2024 and 2032

Figure 6: Saudi Arabia Contact Center as a Service Market Revenue Share (%), By Function, 2024 and 2032

Figure 7: Saudi Arabia Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2024 and 2032

Figure 8: Saudi Arabia Contact Center as a Service Market Revenue Share (%), By Country, 2024 and 2032

Figure 9: Bahrain Contact Center as a Service Market Revenue Share (%), 2024 and 2032

Figure 10: Bahrain Contact Center as a Service Market Revenue Share (%), By Function, 2024 and 2032

Figure 11: Bahrain Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2024 and 2032

Figure 12: Bahrain Contact Center as a Service Market Revenue Share (%), By Country, 2024 and 2032

Figure 13: UAE Contact Center as a Service Market Revenue Share (%), 2024 and 2032

Figure 14: UAE Contact Center as a Service Market Revenue Share (%), By Function, 2024 and 2032

Figure 15: UAE Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2024 and 2032

Figure 16: UAE Contact Center as a Service Market Revenue Share (%), By Country, 2024 and 2032

Figure 17: Kuwait Contact Center as a Service Market Revenue Share (%), 2024 and 2032

Figure 18: Kuwait Contact Center as a Service Market Revenue Share (%), By Function, 2024 and 2032

Figure 19: Kuwait Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2024 and 2032

Figure 20: Kuwait Contact Center as a Service Market Revenue Share (%), By Country, 2024 and 2032

Figure 21: Qatar Contact Center as a Service Market Revenue Share (%), 2024 and 2032

Figure 22: Qatar Contact Center as a Service Market Revenue Share (%), By Function, 2024 and 2032

Figure 23: Qatar Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2024 and 2032

Figure 24: Qatar Contact Center as a Service Market Revenue Share (%), By Country, 2024 and 2032

Figure 25: Oman Contact Center as a Service Market Revenue Share (%), 2024 and 2032

Figure 26: Oman Contact Center as a Service Market Revenue Share (%), By Function, 2024 and 2032

Figure 27: Oman Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2024 and 2032

Figure 28: Oman Contact Center as a Service Market Revenue Share (%), By Country, 2024 and 2032

Figure 29: Egypt Contact Center as a Service Market Revenue Share (%), 2024 and 2032

Figure 30: Egypt Contact Center as a Service Market Revenue Share (%), By Function, 2024 and 2032

Figure 31: Egypt Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2024 and 2032

Figure 32: Egypt Contact Center as a Service Market Revenue Share (%), By Country, 2024 and 2032

Figure 33: Iraq Contact Center as a Service Market Revenue Share (%), 2024 and 2032

Figure 34: Iraq Contact Center as a Service Market Revenue Share (%), By Function, 2024 and 2032

Figure 35: Iraq Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2024 and 2032

Figure 36: Iraq Contact Center as a Service Market Revenue Share (%), By Country, 2024 and 2032

Figure 37: Turkey Contact Center as a Service Market Revenue Share (%), 2024 and 2032

Figure 38: Turkey Contact Center as a Service Market Revenue Share (%), By Function, 2024 and 2032

Figure 39: Turkey Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2024 and 2032

Figure 40: Turkey Contact Center as a Service Market Revenue Share (%), By Country, 2024 and 2032

Figure 41: Jordan Contact Center as a Service Market Revenue Share (%), 2024 and 2032

Figure 42: Jordan Contact Center as a Service Market Revenue Share (%), By Function, 2024 and 2032

Figure 43: Jordan Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2024 and 2032

Figure 44: Jordan Contact Center as a Service Market Revenue Share (%), By Country, 2024 and 2032

Figure 45: Middle East Contact Center as a Service Key Players Market Share, 2024

List of Tables

Table 1: Middle East Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 2: Middle East Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 3: Middle East Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 4: Middle East Contact Center as a Service Market Size Estimates and Forecasts, By Country, 2019 – 2032

Table 5: Saudi Arabia Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 6: Saudi Arabia Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 7: Saudi Arabia Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 8: Saudi Arabia Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 9: Bahrain Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 10: Bahrain Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 11: Bahrain Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 12: Bahrain Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 13: UAE Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 14: UAE Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 15: UAE Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 16: UAE Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 17: Kuwait Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 18: Kuwait Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 19: Kuwait Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 20: Kuwait Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 21: Qatar Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 22: Qatar Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 23: Qatar Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 24: Qatar Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 25: Oman Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 26: Oman Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 27: Oman Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 28: Oman Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 29: Egypt Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 30: Egypt Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 31: Egypt Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 32: Egypt Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 33: Iraq Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 34: Iraq Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 35: Iraq Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 36: Iraq Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 37: Turkey Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 38: Turkey Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 39: Turkey Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 40: Turkey Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 41: Jordan Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 42: Jordan Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 43: Jordan Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 44: Jordan Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

STUDY PERIOD: 2019-2032
BASE YEAR:2024
HISTORICAL DATA: 2019-2023
NO OF PAGES: 140

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