Middle East and Africa Customer Communication Management Market Forecast to 2028

Middle East and Africa Customer Communication Management Market Forecast to 2028 - COVID-19 Impact and Regional Analysis By Component (Solution and Services), Deployment (Cloud-based and On-Premise), Enterprise Size (Small & Medium-Size Enterprises and Large Enterprises), and Industry (BFSI, IT & Telecom, Manufacturing, Retail, Energy & Utilities, Government, and Others)

Report Code : BMIRE00025568 | Region : LAMEA | Industry : Technology, Media and Telecommunications | Published Date : 10/Aug/2022

The MEA customer communication management market is expected to grow from US$ 63.41 million in 2022 to US$ 101.84 million by 2028; it is estimated to grow at a CAGR of 8.2% from 2022 to 2028.

Natural Language Processing (NLP) is a type of machine learning (ML). It understands the words, sentences, and context of customer support queries. As a subset of artificial intelligence (AI), NLP interprets and analyzes customer’s verbal statements. Furthermore, AI-powered customer communications management platform can intelligently handle the complexity of structured, personalized, compliant omnichannel customer communications more effectively and efficiently. Further, ML is an effective way to achieve AI. ML-based tools help enterprises process customer data efficiently and generate highly personalized offers to fulfill the demands of customers. A tool that integrates NLP into a CCM solution provides a remarkable customer experience. Further, applying intelligence to content and optimization helps enterprises make better, more interactive, and faster content. It helps discover areas where content consolidation or improvement can be performed, including spotting similarities, duplicates or inconsistencies, and outliers. It also provides recommendations to improve the content by making suggestions on style and highlighting areas that are inconsistent or associated with a negative sentiment. The NLP-driven CCM solutions provide better planning and coordination; increase operational efficiency; ensure seamless interaction via omnichannel; and offer a larger, deeper, and more precise customer insight to produce better and more relevant content. This will result in increased customer retention and revenue. Thus, the ongoing deployment of NLP in several organizations is expected to offer a potential growth opportunity for the customer communications management market over the forecast period.

With new features and technologies, vendors can attract new customers and expand their footprints in emerging markets. This factor is likely to drive the MEA customer communication management market at a notable CAGR during the forecast period.

MEA Customer Communication Management Market Revenue and Forecast to 2028 (US$ Million )

MEA Customer Communication Management Market Segmentation

The MEA customer communication management market is segmented into component, deployment, enterprise size, industry, and country. Based on component, the MEA customer communication management market is divided into solution and services. The solution dominated the MEA customer communication management market in 2021. Based on deployment, the MEA customer communication management market is categorized into cloud-based and on premise. The cloud-based segment dominated the MEA customer communication management market in 2021. Based on enterprise size, the MEA customer communication management market is categorized into small & medium-size enterprises and large enterprises. The large enterprises segment dominated the MEA customer communication management market in 2021. Based on industry, the MEA customer communication management market is categorized into BFSI, IT and telecom, manufacturing, retail, energy & utilities, government, and others. The IT and telecom segment dominated the MEA customer communication management market in 2021. Based on country, the MEA customer communication management market is segmented into Saudi Arabia, the UAE, South Africa, and the Rest of MEA. The Saudi Arabia segment dominated the market in 2021.

Smart Communications, Adobe, Crawford Technologies, Newgen Software Technologies Ltd; Open Text Corporation; MESSAGEPOINT INC.; Oracle Corporation; Doxim; and Capgemini by Altair are among the leading companies operating in the MEA customer communication management market.

At 8.2% CAGR, the Middle East & Africa Customer Communication Management Market is speculated to be worth US$ 101.84 million by 2028, says The Insight Partners

According to The Insight Partners’ research, the MEA customer communication management market was valued at US$ 63.41 million in 2022 and is expected to reach US$ 101.84 million by 2028, registering an annual growth rate of 8.2% from 2022 to 2028. Customer communications management (CCM) solutions support customer engagement through omnichannel and expanding usage of analytics and mobility for customer communications management (CCM) concerns are the critical factors attributed to the market expansion.

The integration of CCM platforms with cloud-based applications has been the key focus of enterprises. It enables communications across many channels, such as analog and digital, including emails, printed documents, PDFs, SMS text messages, and interactive documents. Cloud solutions have emerged as a crucial technology for brands to incorporate in processes and fast-track business growth. Cloud computing empowers businesses with the flexibility to leverage cloud services and IT resources anytime and anywhere. It relieves businesses from the burden of owning and maintaining data centers and servers on premise by providing cloud and hybrid solutions on the basis of demand from cloud service providers. The advanced CCM is a tool to interact with customers and partners to deliver personalized communication to customers across channels. Personalization of customer’s data which includes buying habits, preferred brand, and payment mode requires access to customer data via an integration with a cloud platform, leading to an enhanced customer experience. Furthermore, adding a personal feature to communication creates more influence on customers mind which in turn adopts advanced CCM solutions. CCM platforms can add variable data and content in structured templates. The cloud based CCM solutions are secured and advanced technology way of securing the business to achieve greater outcomes with the help of customers. Thus, the ongoing CCM software with cloud-based applications poses a potential growth opportunity for the customer communications management market growth over the forecast period. This is expected to drive the market during the forecast period.

On the contrary, data synchronizations and entanglements of customer communication management hurdles the growth of MEA customer communication management market.

Based on component, the MEA customer communication management market is divided into solution and services. The solution segment held 70.6% market share in 2022, amassing US$ 44.78 million. It is projected to garner US$ 73.11 million by 2028 to expand at 8.5% CAGR during 2022–2028.

Based on deployment, the MEA customer communication management market is categorized into cloud-based and on premise. The cloud-based segment held 60.8% market share in 2022, amassing US$ 38.53 million. It is projected to garner US$ 64.12 million by 2028 to expand at 8.9% CAGR during 2022–2028.

Based on enterprise size, the MEA customer communication management market is categorized into small & medium-size enterprises and large enterprises. The large enterprises segment held 69.8% market share in 2022, amassing US$ 44.28 million. It is projected to garner US$ 68.43 million by 2028 to expand at 7.5% CAGR during 2022–2028

Based on industry, the MEA customer communication management market is BFSI, IT and telecom, manufacturing, retail, energy & utilities, government, and others. The IT and telecom segment held 21.7% market share in 2022, amassing US$ 13.74 million. It is projected to garner US$ 22.67 million by 2028 to expand at 8.7% CAGR during 2022–2028

Based on country, the MEA customer communication management market has been categorised into the Saudi Arabia, UAE, South Africa, and Rest of MEA. Our regional analysis states that Saudi Arabia captured 39.9% market share in 2022. It was assessed at US$ 25.30 million in 2022 and is likely to hit US$ 40.03 million by 2028, exhibiting a CAGR of 7.9% during the forecast period.

Key players dominating the MEA customer communication management market are Smart Communications; Adobe; Crawford Technologies; Newgen Software Technologies Ltd; Open Text Corporation; MESSAGEPOINT INC.; Oracle Corporation; Doxim; and Capgemini among others.

In Mar 2022, Smart Communications and Duck Creek Form Collaboration at Formation '22. In Jan 2020, Newgen Software has released OmniOMS 8.6, an improved version of their customer communication management (CCM) suite.

TABLE OF CONTENTS

1. Introduction

1.1 Scope of the Study

1.2 The Insight Partners Research Report Guidance

1.3 Market Segmentation

1.3.1 MEA Customer Communications Management Market ? By Component

1.3.2 MEA Customer Communications Management Market ? By Deployment

1.3.3 MEA Customer Communications Management Market ? By Enterprise Size

1.3.4 MEA Customer Communications Management Market ? By Industry

1.3.5 MEA Customer Communications Management Market ? By Country

2. Key Takeaways

3. Research Methodology

3.1 Coverage

3.2 Secondary Research

3.3 Primary Research

4. MEA Customer Communications Management Market Landscape

4.1 Market Overview

4.2 PEST Analysis

4.2.1 MEA

4.3 Ecosystem Analysis

4.4 Expert Opinion

5. MEA Customer Communications Management Market - Key Market Dynamics

5.1 Market Drivers

5.1.1 Customer Communications Management (CCM) Solutions Support Customer Engagement Through Omnichannel

5.1.2 Expanding Usage of Analytics and Mobility for Customer Communications Management (CCM)

5.2 Market Restraints

5.2.1 Data Synchronizations and Entanglements

5.3 Market Opportunities

5.3.1 Alliance of CCM Software with Cloud-Based Applications

5.4 Future Trends

5.4.1 Innovation in Natural Language Processing for Better Customer Experience

5.5 Impact Analysis of Drivers and Restraints

6. Customer Communications Management Market ? MEA Market Analysis

6.1 MEA Customer Communications Management Market Forecast and Analysis

7. MEA Customer Communications Management Market ? By Component

7.1 Overview

7.2 MEA Customer communications management Market, By Component (2021 And 2028)

7.3 Solution

7.3.1 Overview

7.3.2 Solution: Customer communications management Market Revenue and Forecast To 2028 (US$ Million)

7.4 Services

7.4.1 Overview

7.4.2 Services: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

8. MEA Customer communications management Market Analysis ? By Deployment

8.1 Overview

8.2 MEA Customer Communications Management Market, By Deployment (2021 And 2028)

8.3 Cloud

8.3.1 Overview

8.3.2 Cloud: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

8.4 On Premises

8.4.1 Overview

8.4.2 On Premises: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

9. MEA Customer Communications Management Market Analysis ? By Enterprise Size

9.1 Overview

9.2 MEA Customer Communications Management Market, By Enterprise Size (2021 and 2028)

9.3 Small & Medium Enterprises

9.3.1 Overview

9.3.2 Small & Medium Enterprises: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

9.4 Large Enterprises

9.4.1 Overview

9.4.2 Large Enterprises: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10. MEA Customer Communications Management Market Analysis ? By Industry

10.1 Overview

10.2 MEA Customer Communications Management Market, By Industry (2021 And 2028)

10.3 BFSI

10.3.1 Overview

10.3.2 BFSI: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.4 IT and Telecom

10.4.1 Overview

10.4.2 IT and Telecom: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.5 Manufacturing

10.5.1 Overview

10.5.2 Manufacturing: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.6 Retail

10.6.1 Overview

10.6.2 Retail: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.7 Energy and Utilities

10.7.1 Overview

10.7.2 Energy and Utilities: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.8 Government

10.8.1 Overview

10.8.2 Government: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.9 Others

10.9.1 Overview

10.9.2 Others: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

11. MEA Customer Communications Management Market ?By Country Analysis

11.1 MEA: Customer Communications Management Market

11.1.1 Overview

11.1.2 MEA Customer Communications Management Market Breakdown, By Country

11.1.2.1 Saudi Arabia Customer Communications Management Market, Revenue and Forecast to 2028 (US$ million)

11.1.2.1.1 Saudi Arabia Customer Communications Management Market Breakdown, By Component

11.1.2.1.2 Saudi Arabia Customer Communications Management Market Breakdown, By Deployment

11.1.2.1.3 Saudi Arabia Customer Communications Management Market Breakdown, By Enterprise Size

11.1.2.1.4 Saudi Arabia Customer Communications Management Market Breakdown, By Industry

11.1.2.2 UAE Customer Communications Management Market, Revenue and Forecast to 2028 (US$ million)

11.1.2.2.1 UAE Customer Communications Management Market Breakdown, By Component

11.1.2.2.2 UAE Customer Communications Management Market Breakdown, By Deployment

11.1.2.2.3 UAE Customer Communications Management Market Breakdown, By Enterprise Size

11.1.2.2.4 UAE Customer Communications Management Market Breakdown, By Industry

11.1.2.3 South Africa Customer Communications Management Market, Revenue and Forecast to 2028 (US$ million)

11.1.2.3.1 South Africa Customer Communications Management Market Breakdown, By Component

11.1.2.3.2 South Africa Customer Communications Management Market Breakdown, By Deployment

11.1.2.3.3 South Africa Customer Communications Management Market Breakdown, By Enterprise Size

11.1.2.3.4 South Africa Customer Communications Management Market Breakdown, By Industry

11.1.2.4 Rest of MEA Customer Communications Management Market, Revenue and Forecast to 2028 (US$ million)

11.1.2.4.1 Rest of MEA Customer Communications Management Market Breakdown, By Component

11.1.2.4.2 Rest of MEA Customer Communications Management Market Breakdown, By Deployment

11.1.2.4.3 Rest of MEA Customer Communications Management Market Breakdown, By Enterprise Size

11.1.2.4.4 Rest of MEA Customer Communications Management Market Breakdown, By Industry

12. Industry Landscape

12.1 Overview

12.2 Market Initiative

12.3 New Product Development

12.4 Merger and Acquisition

13. Company Profiles

13.1 Smart Communications

13.1.1 Key Facts

13.1.2 Business Description

13.1.3 Products and Services

13.1.4 Financial Overview

13.1.5 SWOT Analysis

13.1.6 Key Developments

13.2 Adobe

13.2.1 Key Facts

13.2.2 Business Description

13.2.3 Products and Services

13.2.4 Financial Overview

13.2.5 SWOT Analysis

13.2.6 Key Developments

13.3 Crawford Technologies

13.3.1 Key Facts

13.3.2 Business Description

13.3.3 Products and Services

13.3.4 Financial Overview

13.3.5 SWOT Analysis

13.3.6 Key Developments

13.4 Newgen Software Technologies Ltd.

13.4.1 Key Facts

13.4.2 Business Description

13.4.3 Products and Services

13.4.4 Financial Overview

13.4.5 SWOT Analysis

13.4.6 Key Developments

13.5 Open Text Corporation

13.5.1 Key Facts

13.5.2 Business Description

13.5.3 Products and Services

13.5.4 Financial Overview

13.5.5 SWOT Analysis

13.5.6 Key Developments

13.6 MESSAGEPOINT INC.

13.6.1 Key Facts

13.6.2 Business Description

13.6.3 Products and Services

13.6.4 Financial Overview

13.6.5 SWOT Analysis

13.6.6 Key Developments

13.7 Oracle Corporation

13.7.1 Key Facts

13.7.2 Business Description

13.7.3 Products and Services

13.7.4 Financial Overview

13.7.5 SWOT Analysis

13.7.6 Key Developments

13.8 Doxim

13.8.1 Key Facts

13.8.2 Business Description

13.8.3 Products and Services

13.8.4 Financial Overview

13.8.5 SWOT Analysis

13.8.6 Key Developments

13.9 Capgemini

13.9.1 Key Facts

13.9.2 Business Description

13.9.3 Products and Services

13.9.4 Financial Overview

13.9.5 SWOT Analysis

13.9.6 Key Developments

14. Appendix

14.1 About The Insight Partners

14.2 Glossary

LIST OF TABLES.

Table 1. MEA Customer Communications Management Market, Revenue and Forecast, 2019-2028 (US$ Mn)

Table 2. MEA Customer Communications Management Market, Revenue and Forecast to 2028 - By Country (US$ million)

Table 3. Saudi Arabia Customer Communications Management Market, Revenue and Forecast to 2028 - By Component (US$ million)

Table 4. Saudi Arabia Customer Communications Management Market, Revenue and Forecast to 2028 - By Deployment (US$ million)

Table 5. Saudi Arabia Customer Communications Management Market, Revenue and Forecast to 2028 - By Enterprise Size (US$ million)

Table 6. Saudi Arabia Customer Communications Management Market, Revenue and Forecast to 2028 - By Industry (US$ million)

Table 7. UAE Customer Communications Management Market, Revenue and Forecast to 2028 - By Component (US$ million)

Table 8. UAE Customer Communications Management Market, Revenue and Forecast to 2028 - By Deployment (US$ million)

Table 9. UAE Customer Communications Management Market, Revenue and Forecast to 2028 - By Enterprise Size (US$ million)

Table 10. UAE Customer Communications Management Market, Revenue and Forecast to 2028 - By Industry (US$ million)

Table 11. South Africa Customer Communications Management Market, Revenue and Forecast to 2028 - By Component (US$ million)

Table 12. South Africa Customer Communications Management Market, Revenue and Forecast to 2028 - By Deployment (US$ million)

Table 13. South Africa Customer Communications Management Market, Revenue and Forecast to 2028 - By Enterprise Size (US$ million)

Table 14. South Africa Customer Communications Management Market, Revenue and Forecast to 2028 - By Industry (US$ million)

Table 15. Rest of MEA Customer Communications Management Market, Revenue and Forecast to 2028 - By Component (US$ million)

Table 16. Rest of MEA Customer Communications Management Market, Revenue and Forecast to 2028 - By Deployment (US$ million)

Table 17. Rest of MEA Customer Communications Management Market, Revenue and Forecast to 2028 - By Enterprise Size (US$ million)

Table 18. Rest of MEA Customer Communications Management Market, Revenue and Forecast to 2028 - By Industry (US$ million)

Table 19. Glossary of Terms, Customer Communications Management Market

LIST OF FIGURES.

Figure 1. MEA Customer Communications Management Market Segmentation

Figure 2. MEA Customer Communications Management Market Segmentation - By Country

Figure 3. MEA Customer Communications Management Market Overview

Figure 4. MEA Customer Communications Management Market, By Component

Figure 5. MEA Customer Communications Management Market, By Deployment

Figure 6. MEA Customer Communications Management Market, By Enterprise Size

Figure 7. MEA Customer Communications Management Market, By Industry

Figure 8. MEA Customer Communications Management Market, By Country

Figure 9. MEA: PEST Analysis

Figure 10. MEA Customer Communications Management Market Ecosystem Analysis

Figure 11. MEA Expert Opinion

Figure 12. MEA Customer Communications Management Market Impact Analysis of Drivers and Restraints

Figure 13. MEA Customer Communications Management Market, Forecast and Analysis (US$ Mn)

Figure 14. MEA Customer Communications Management Market, By Component (2021 and 2028)

Figure 15. MEA Solution: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 16. MEA Services: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 17. MEA Customer Communications Management Market, By Deployment (2021 and 2028)

Figure 18. MEA Cloud: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 19. MEA On Premises: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 20. MEA Customer Communications Management Market, By Enterprise Size (2021 and 2028)

Figure 21. MEA Small & Medium Enterprises: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 22. MEA Large Enterprises: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 23. MEA Customer Communications Management Market, By Industry (2021 and 2028)

Figure 24. MEA BFSI: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 25. MEA IT and Telecom: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 26. MEA Manufacturing: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 27. MEA Retail: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 28. MEA Energy and Utilities: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 29. MEA Government: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 30. MEA Others: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 31. MEA Customer Communications Management Market, by Country - Revenue (2021) (US$ Million)

Figure 32. MEA Customer Communications Management Market Breakdown, By Country, 2021 & 2028 (%)

Figure 33. Saudi Arabia Customer Communications Management Market, Revenue and Forecast To 2028 (US$ million)

Figure 34. UAE Customer Communications Management Market, Revenue and Forecast To 2028 (US$ million)

Figure 35. South Africa Customer Communications Management Market, Revenue and Forecast To 2028 (US$ million)

Figure 36. Rest of MEA Customer Communications Management Market, Revenue and Forecast To 2028 (US$ million)

The List of Companies - Middle East and Africa Customer Communication Management Market

● Smart Communications

● Adobe

● Crawford Technologies

● Newgen Software Technologies Ltd

● Open Text Corporation

● MESSAGEPOINT INC.

● Oracle Corporation

● Doxim

● Capgemini

● Save and reduce time carrying out entry-level research by identifying the growth, size, leading players, and segments in the MEA customer communications management market.

● Highlights key business priorities in order to assist companies to realign their business strategies

● The key findings and recommendations highlight crucial progressive industry trends in the MEA customer communications management market, thereby allowing players across the value chain to develop effective long-term strategies

● Develop/modify business expansion plans by using substantial growth offering developed and emerging markets

● Scrutinize in-depth MEA market trends and outlook coupled with the factors driving the MEA customer communications management market, as well as those hindering it

● Enhance the decision-making process by understanding the strategies that underpin commercial interest with respect to client products, segmentation, pricing, and distribution

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