Report

TABLE OF CONTENTS
1 INTRODUCTION 42
1.1 OBJECTIVES OF THE STUDY 42
1.2 MARKET DEFINITION 42
1.3 OVERVIEW OF MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET 42
1.4 LIMITATIONS 44
1.5 MARKETS COVERED 45
2 MARKET SEGMENTATION 54
2.1 MARKETS COVERED 54
2.2 GEOGRAPHICAL SCOPE 55
2.3 YEARS CONSIDERED FOR THE STUDY 56
2.4 CURRENCY AND PRICING 56
2.5 DBMR TRIPOD DATA VALIDATION MODEL 57
2.6 MULTIVARIATE MODELLING 60
2.7 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 61
2.8 DBMR MARKET POSITION GRID 62
2.9 MIDDLE EAST AND AFRICA APPLICATION GRID 63
2.10 DBMR VENDOR SHARE ANALYSIS 64
2.11 SECONDARY SOURCES 65
2.12 ASSUMPTIONS 65
3 EXECUTIVE SUMMARY 66
4 PREMIUM INSIGHTS 72
4.1 EVOLUTION OF BUSINESS PROCESS OUTSOURCING 73
4.2 PORTER'S FIVE FORCES 75
4.3 PESTEL ANALYSIS 76
4.4 CONTRACT DATA OR BPO DEALS BY THE U.A.E. GOVERNMENT AND MARKET PARTICIPANTS 78
4.5 NUMBER OF FTES/ CONTACT CENTER AGENTS IN THE U.A.E. 79
4.6 TRANSACTION/ VOLUME DATA FOR BOTH INBOUND AND OUTBOUND CALLS IN THE U.A.E. 80
4.7 LIST OF THE UAE COMPANIES WITH CAPTIVE CONTACT CENTER OPERATIONS IN THE U.A.E. 81
4.8 COMPANY LANDSCAPE IN THE U.A.E. ON APPLICATION BASIS 82
4.8.1 COMPANY SHARE ANALYSIS: TALENT AND HR SERVICES 82
4.8.2 COMPANY SHARE ANALYSIS: SALES AND MARKETING 83
4.8.3 COMPANY SHARE ANALYSIS: FINANCE AND ACCOUNTING 84
4.8.4 COMPANY SHARE ANALYSIS: SOURCING, PROCUREMENT, AND SUPPLY CHAIN 85
4.8.5 COMPANY SHARE ANALYSIS: TRAINING 86
4.8.6 COMPANY SHARE ANALYSIS: FACILITIES AND ADMINISTRATION 87
4.8.7 COMPANY SHARE ANALYSIS: CUSTOMER CARE 88
4.8.8 COMPANY SHARE ANALYSIS: PRODUCT ENGINEERING 89
4.9 TECHNOLOGICAL ROADMAP 90
4.9.1 OVERVIEW 90
4.9.2 SHIFT FROM RPA TO INTELLIGENT PROCESS AUTOMATION (IPA) 90
4.9.3 GENERATIVE AI AND CONVERSATIONAL AUTOMATION 90
4.9.4 PREDICTIVE AND PRESCRIPTIVE ANALYTICS 90
4.9.5 CLOUD-NATIVE INFRASTRUCTURE AND OMNICHANNEL DELIVERY 90
4.9.6 CYBERSECURITY AND COMPLIANCE BY DESIGN 91
4.9.7 STRATEGIC RECOMMENDATIONS FOR CLIENTS AND INVESTORS 91
4.9.8 FUTURE OUTLOOK 91
4.10 CLIENT-SIDE BUSINESS PROCESS OUTSOURCING (BPO) MARKET OVERVIEW 92
4.10.1 MARKET OUTLOOK AND GROWTH TRAJECTORY 92
4.10.2 KEY DEMAND DRIVERS FROM THE CLIENT PERSPECTIVE 92
4.10.3 REGIONAL DEMAND HIGHLIGHTS 92
4.10.4 STRATEGIC INITIATIVES BY LEADING BPO PROVIDERS 92
4.10.5 CHALLENGES IMPACTING CLIENT-SIDE DECISIONS 93
4.10.6 STRATEGIC OUTLOOK FOR ENTERPRISES 93
4.11 COUNTRY-TO-COUNTRY OUTSOURCING FLOWS 94
4.11.1 OVERVIEW 94
4.11.2 DELIVERY MODELS & REGIONAL STRUCTURE 96
4.11.3 KEY INFLUENCING FACTORS ON OUTSOURCING FLOW 97
4.11.4 CONCLUSION 98
4.12 COMPANY COMPARATIVE ANALYSIS 99
4.12.1 TELEPERFORMANCE 99
4.12.2 CONCENTRIX 100
4.12.3 ACCENTURE (BPO DIVISION) 101
4.12.4 GENPACT 102
4.12.5 TTEC 103
4.12.6 COMPARATIVE INSIGHTS 104
4.12.7 CONCLUSION 104
4.13 MIDDLE EAST AND AFRICA OUTSOURCING AND DELIVERY STRUCTURE 105
4.14 OUTSOURCING FLOW - DRIVERS & RESTRAINING FACTORS 107
4.14.1 OVERVIEW 107
4.14.2 COST OPTIMIZATION AND TALENT AVAILABILITY 109
4.14.3 TECHNOLOGICAL ADVANCEMENTS AND REGULATORY COMPLIANCE 109
4.14.4 GEOPOLITICAL STABILITY AND REMOTE WORK ENABLEMENT 109
4.14.5 WAGE INFLATION AND GOVERNMENT POLICIES 109
4.14.6 CONCLUSION 109
5 REGULATORY COVERAGE 110
6 MARKET OVERVIEW 111
6.1 DRIVERS 113
6.1.1 INCREASING NEED FOR BUSINESS AGILITY 113
6.1.2 RISING CUSTOMER FOCUS TOWARDS ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST EFFICIENCY 113
6.1.3 GROWING PREFERENCE OF CLOUD TECHNOLOGY AND ITS SIGNIFICANCE IN PROCESS AUTOMATION 114
6.1.4 TECHNOLOGICAL ADVANCEMENTS (AI, RPA, ANALYTICS) 115
6.2 RESTRAINTS 116
6.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 116
6.2.2 STRINGENT GOVERNMENT REGULATIONS 117
6.3 OPPORTUNITIES 117
6.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 117
6.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 118
6.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND THE IT SECTOR SPENDING 119
6.4 CHALLENGES 120
6.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 120
6.4.2 FREQUENT DISRUPTION AFFECTS OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 120
7 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 122
7.1 OVERVIEW 123
7.2 OFFSHORE 124
7.3 ONSHORE 125
7.4 NEARSHORE 125
8 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 126
8.1 OVERVIEW 127
8.2 CUSTOMER CARE 129
8.3 FINANCE AND ACCOUNTING 129
8.3.1 FINANCE AND ACCOUNTING, BY APPLICATION 130
8.3.2 ORDER TO CASH 130
8.3.3 PROCURE TO PAY 130
8.3.4 RECORD TO REPORT 130
8.3.5 FINANCIAL PLANNING & ANALYSIS 130
8.4 IT SERVICES 131
8.5 TALENT AND HR SERVICES 131
8.5.1 TALENT AND HR SERVICES, BY TYPE 132
8.5.2 EMPLOYEE AND HR OPERATIONS 132
8.5.2.1 Employee and HR Operations, By Application 132
8.5.3 PAYROLL AND PENSION 133
8.5.4 EMPLOYEE SERVICES 133
8.5.5 GOVERNMENT RELATION SERVICES 133
8.5.6 WORKFORCE DATA ADMINISTRATION 133
8.5.7 MASTER DATA MANAGEMENT 133
8.5.8 TALENT ACQUISITION AND DEVELOPMENT 133
8.5.8.1 Talent Acquisition and Development, by Application 133
8.5.9 TALENT DEVELOPMENT 134
8.5.9.1 Talent Development, By Application 134
8.5.10 ORGANIZATION AND CHANGE MANAGEMENT 134
8.5.11 COMPETENCY AND DEVELOPMENT MANAGEMENT 134
8.5.12 LEARNING CONTENT DEVELOPMENT & LEARNING DELIVERY 134
8.5.13 CURRICULUM AND CAMPAIGN DESIGN 135
8.5.14 COLLABORATION AND KNOWLEDGE MANAGEMENT 135
8.5.15 COMPENSATION PLANNING 135
8.5.16 OTHERS 135
8.5.17 TALENT ACQUISITION 136
8.5.17.1 Talent Acquisition, by Application 136
8.5.18 WORKFORCE PLANNING 136
8.5.19 CANDIDATE SOURCING SCREENING AND SELECTION 136
8.5.20 NEW JOINER OFFER AND ONBOARDING 136
8.5.21 HIRING CLEARANCES 137
8.5.22 RELOCATION ASSISTANCE, INTER COMPANY AND MIDDLE EAST AND AFRICA MOBILITY 137
8.5.23 OTHERS 137
8.6 SALES AND MARKETING 137
8.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 138
8.7.1 SOURCING, PROCUREMENT & SUPPLY CHAIN, BY APPLICATION 138
8.7.2 PROCUREMENT ADMIN SUPPORT 139
8.7.3 SOURCE TO CONTRACT 139
8.7.4 PROCUREMENT CONSULTING 139
8.8 PRODUCT ENGINEERING 139
8.9 FACILITIES AND ADMINISTRATION 140
8.10 TRAINING 141
9 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 142
9.1 OVERVIEW 143
9.2 LARGE ENTERPRISES 144
9.3 SMES 145
10 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 146
10.1 OVERVIEW 147
10.2 CONTRACT BASED 148
10.3 BUNDLED SERVICES 149
10.4 BEST-SHORE 149
10.5 FEE FOR SERVICE 150
11 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 151
11.1 OVERVIEW 152
11.2 IT 155
11.2.1 IT, BY APPLICATION 156
11.2.1.1 IT SERVICES 156
11.2.1.2 CUSTOMER CARE 156
11.2.1.3 PRODUCT ENGINEERING 156
11.2.1.4 SALES AND MARKETING 157
11.2.1.5 FINANCE AND ACCOUNTING 157
11.2.1.6 TALENT AND HR SERVICES 157
11.2.1.7 TRAINING 157
11.2.1.8 PROCUREMENT & SUPPLY CHAIN 157
11.2.1.9 FACILITIES AND ADMINISTRATION 157
11.3 TELECOMMUNICATION 158
11.3.1 TELECOMMUNICATION, BY APPLICATION 159
11.3.1.1 CUSTOMER CARE 159
11.3.1.2 IT SERVICES 159
11.3.1.3 FINANCE AND ACCOUNTING 159
11.3.1.4 SALES AND MARKETING 160
11.3.1.5 TALENT AND HR 160
11.3.1.6 TRAINING 160
11.3.1.7 FACILITIES AND ADMINISTRATION 160
11.3.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 160
11.3.1.9 PRODUCT ENGINEERING 160
11.4 MANUFACTURING 161
11.4.1 MANUFACTURING, BY TYPE 162
11.4.1.1 AUTOMOTIVE 163
11.4.1.1.1 AUTOMOTIVE, BY APPLICATION 163
11.4.1.1.1.1 SOURCING, PROCUREMENT & SUPPLY CHAIN 163
11.4.1.1.1.2 PRODUCT ENGINEERING 164
11.4.1.1.1.3 IT SERVICES 164
11.4.1.1.1.4 FINANCE AND ACCOUNTING 164
11.4.1.1.1.5 CUSTOMER CARE 164
11.4.1.1.1.6 TALENT AND HR 164
11.4.1.1.1.7 TRAINING 164
11.4.1.1.1.8 SALES AND MARKETING 164
11.4.1.1.1.9 FACILITIES AND ADMINISTRATION 164
11.4.1.2 ELECTRONIC MACHINERIES 165
11.4.1.2.1 ELECTRONIC MACHINERIES, BY APPLICATION 165
11.4.1.2.1.1 PRODUCT ENGINEERING 165
11.4.1.2.1.2 IT SERVICES 166
11.4.1.2.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 166
11.4.1.2.1.4 FINANCE AND ACCOUNTING 166
11.4.1.2.1.5 CUSTOMER CARE 166
11.4.1.2.1.6 TALENT AND HR 166
11.4.1.2.1.7 TRAINING 166
11.4.1.2.1.8 FACILITIES AND ADMINISTRATION 166
11.4.1.2.1.9 SALES AND MARKETING 166
11.4.1.3 CHEMICAL & MATERIALS 167
11.4.1.3.1 CHEMICAL & MATERIALS, BY APPLICATION 167
11.4.1.3.1.1 SOURCING, PROCUREMENT & SUPPLY CHAIN 167
11.4.1.3.1.2 FINANCE AND ACCOUNTING 168
11.4.1.3.1.3 CUSTOMER CARE 168
11.4.1.3.1.4 TALENT AND HR SERVICES 168
11.4.1.3.1.5 PRODUCT ENGINEERING 168
11.4.1.3.1.6 SALES AND MARKETING 168
11.4.1.3.1.7 TRAINING 168
11.4.1.3.1.8 FACILITIES AND ADMINISTRATION 168
11.4.1.3.1.9 IT SERVICES 168
11.4.1.4 ICT EQUIPMENTS 169
11.4.1.4.1 ICT EQUIPMENTS, BY APPLICATION 169
11.4.1.4.1.1 PRODUCT ENGINEERING 169
11.4.1.4.1.2 IT SERVICES 170
11.4.1.4.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 170
11.4.1.4.1.4 CUSTOMER CARE 170
11.4.1.4.1.5 FINANCE AND ACCOUNTING 170
11.4.1.4.1.6 TALENT AND HR SERVICES 170
11.4.1.4.1.7 TRAINING 170
11.4.1.4.1.8 SALES & MARKETING SUPPORT 170
11.4.1.4.1.9 FACILITIES AND ADMINISTRATION 170
11.4.1.5 FOOD & BEVERAGE 171
11.4.1.5.1 FOOD & BEVERAGE, BY APPLICATION 171
11.4.1.5.1.1 CUSTOMER CARE 171
11.4.1.5.1.2 SOURCING, PROCUREMENT & SUPPLY CHAIN 172
11.4.1.5.1.3 FINANCE AND ACCOUNTING 172
11.4.1.5.1.4 SALES & MARKETING SUPPORT 172
11.4.1.5.1.5 TALENT AND HR SERVICES 172
11.4.1.5.1.6 IT SERVICES 172
11.4.1.5.1.7 FACILITIES AND ADMINISTRATION 172
11.4.1.5.1.8 TRAINING 172
11.4.1.5.1.9 PRODUCT ENGINEERING 172
11.4.1.6 ARCHITECTURE & HOUSING 173
11.4.1.6.1 ARCHITECTURE & HOUSING, BY APPLICATION 173
11.4.1.6.1.1 FINANCE AND ACCOUNTING 173
11.4.1.6.1.2 PRODUCT ENGINEERING 174
11.4.1.6.1.3 IT SERVICES 174
11.4.1.6.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 174
11.4.1.6.1.5 TALENT AND HR SERVICES 174
11.4.1.6.1.6 CUSTOMER CARE 174
11.4.1.6.1.7 FACILITIES AND ADMINISTRATION 174
11.4.1.6.1.8 SALES & MARKETING SUPPORT 174
11.4.1.6.1.9 TRAINING (SAFETY, COMPLIANCE, DESIGN) 174
11.4.1.6.1.10 OTHERS 175
11.5 BFSI 176
11.5.1 BFSI, BY TYPE 176
11.5.1.1 BANKING 177
11.5.1.1.1 BANKING, BY APPLICATION 177
11.5.1.1.1.1 CUSTOMER CARE 177
11.5.1.1.1.2 FINANCE AND ACCOUNTING 178
11.5.1.1.1.3 TALENT AND HR SERVICES 178
11.5.1.1.1.4 IT SERVICES 178
11.5.1.1.1.5 SALES & MARKETING SUPPORT 178
11.5.1.1.1.6 SOURCING, PROCUREMENT & SUPPLY CHAIN 178
11.5.1.1.1.7 TRAINING 178
11.5.1.1.1.8 FACILITIES AND ADMINISTRATION 178
11.5.1.1.2 �PRODUCT ENGINEERING 178
11.5.1.2 FINANCIAL SERVICES 179
11.5.1.2.1 FINANCIAL SERVICES, BY APPLICATION 179
11.5.1.2.1.1 FINANCE AND ACCOUNTING 179
11.5.1.2.1.2 CUSTOMER CARE 180
11.5.1.2.1.3 IT SERVICES 180
11.5.1.2.1.4 TALENT AND HR SERVICES 180
11.5.1.2.1.5 SALES AND MARKETING 180
11.5.1.2.1.6 PRODUCT ENGINEERING 180
11.5.1.2.1.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 180
11.5.1.2.1.8 TRAINING 180
11.5.1.2.1.9 FACILITIES AND ADMINISTRATION 180
11.5.1.3 INSURANCE 181
11.5.1.3.1 INSURANCE, BY APPLICATION 181
11.5.1.3.1.1 CUSTOMER CARE 181
11.5.1.3.1.2 FINANCE AND ACCOUNTING 182
11.5.1.3.1.3 SALES AND MARKETING 182
11.5.1.3.1.4 TALENT AND HR SERVICES 182
11.5.1.3.1.5 IT SERVICES 182
11.5.1.3.1.6 SOURCING, PROCUREMENT & SUPPLY CHAIN 182
11.5.1.3.1.7 TRAINING 182
11.5.1.3.1.8 PRODUCT ENGINEERING 182
11.5.1.3.1.9 FACILITIES AND ADMINISTRATION 182
11.6 GOVERNMENT 183
11.6.1 GOVERNMENT, BY APPLICATION 184
11.6.1.1 IT SERVICES 184
11.6.1.2 CUSTOMER CARE 184
11.6.1.3 FINANCE AND ACCOUNTING 184
11.6.1.4 TALENT AND HR 185
11.6.1.5 FACILITIES AND ADMINISTRATION 185
11.6.1.6 TRAINING 185
11.6.1.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 185
11.6.1.8 SALES AND MARKETING 185
11.6.1.9 PRODUCT ENGINEERING 185
11.7 DEFENSE 186
11.7.1 DEFENSE, BY APPLICATION 187
11.7.1.1 IT SERVICES 187
11.7.1.2 TRAINING 187
11.7.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 187
11.7.1.4 FINANCE AND ACCOUNTING 188
11.7.1.5 FACILITIES AND ADMINISTRATION 188
11.7.1.6 TALENT AND HR 188
11.7.1.7 CUSTOMER CARE 188
11.7.1.8 PRODUCT ENGINEERING 188
11.7.1.9 SALES AND MARKETING 188
11.8 TRANSPORTATION 189
11.8.1 TRANSPORTATION, BY APPLICATION 190
11.8.1.1 CUSTOMER CARE 190
11.8.1.2 IT SERVICES 190
11.8.1.3 FINANCE AND ACCOUNTING 190
11.8.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 191
11.8.1.5 TALENT AND HR 191
11.8.1.6 TRAINING 191
11.8.1.7 FACILITIES AND ADMINISTRATION 191
11.8.1.8 SALES AND MARKETING 191
11.8.1.9 PRODUCT ENGINEERING 191
11.9 LOGISTICS 192
11.9.1 LOGISTICS, BY APPLICATION 193
11.9.1.1 IT SERVICES 193
11.9.1.2 CUSTOMER CARE 193
11.9.1.3 FINANCE AND ACCOUNTING 193
11.9.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 194
11.9.1.5 TALENT AND HR 194
11.9.1.6 TRAINING 194
11.9.1.7 FACILITIES AND ADMINISTRATION 194
11.9.1.8 SALES AND MARKETING 194
11.9.1.9 PRODUCT ENGINEERING 194
11.10 RETAIL 195
11.10.1 RETAIL, BY APPLICATION 196
11.10.1.1 CUSTOMER CARE 196
11.10.1.2 IT SERVICES 196
11.10.1.3 FINANCE AND ACCOUNTING 197
11.10.1.4 SALES AND MARKETING 197
11.10.1.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 197
11.10.1.6 TALENT AND HR 197
11.10.1.7 FACILITIES AND ADMINISTRATION 197
11.10.1.8 TRAINING 197
11.10.1.9 PRODUCT ENGINEERING 197
11.11 HEALTHCARE 198
11.11.1 HEALTHCARE, BY APPLICATION 199
11.11.1.1 CUSTOMER CARE 199
11.11.1.2 IT SERVICES 199
11.11.1.3 FINANCE AND ACCOUNTING 200
11.11.1.4 TRAINING 200
11.11.1.5 TALENT AND HR 200
11.11.1.6 FACILITIES AND ADMINISTRATION 200
11.11.1.7 SALES AND MARKETING 200
11.11.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 200
11.11.1.9 PRODUCT ENGINEERING 200
11.12 E-COMMERCE 201
11.12.1 E-COMMERCE, BY APPLICATION 202
11.12.1.1 CUSTOMER CARE 202
11.12.1.2 IT SERVICES 202
11.12.1.3 SALES AND MARKETING 202
11.12.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 203
11.12.1.5 FINANCE AND ACCOUNTING 203
11.12.1.6 TALENT AND HR 203
11.12.1.7 FACILITIES AND ADMINISTRATION 203
11.12.1.8 TRAINING 203
11.12.1.9 PRODUCT ENGINEERING 203
11.13 TRAVEL 204
11.13.1 TRAVEL, BY APPLICATION 205
11.13.1.1 CUSTOMER CARE 205
11.13.1.2 FINANCE AND ACCOUNTING 205
11.13.1.3 TALENT AND HR SERVICES 205
11.13.1.4 SALES AND MARKETING 206
11.13.1.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 206
11.13.1.6 FACILITIES AND ADMINISTRATION 206
11.13.1.7 PRODUCT ENGINEERING 206
11.13.1.8 TRAINING 206
11.13.1.9 IT SERVICES 206
11.14 HOSPITALITY 207
11.14.1 HOSPITALITY, BY APPLICATION 208
11.14.1.1 CUSTOMER CARE 208
11.14.1.2 SALES AND MARKETING 208
11.14.1.3 IT SERVICES 208
11.14.1.4 FINANCE AND ACCOUNTING 209
11.14.1.5 TALENT AND HR 209
11.14.1.6 TRAINING 209
11.14.1.7 FACILITIES AND ADMINISTRATION 209
11.14.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 209
11.14.1.9 PRODUCT ENGINEERING 209
11.15 ENERGY 210
11.15.1 ENERGY, BY APPLICATION 211
11.15.1.1 IT SERVICES 211
11.15.1.2 FINANCE AND ACCOUNTING 211
11.15.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 211
11.15.1.4 CUSTOMER CARE 212
11.15.1.5 FACILITIES AND ADMINISTRATION 212
11.15.1.6 TALENT AND HR 212
11.15.1.7 TRAINING 212
11.15.1.8 PRODUCT ENGINEERING 212
11.15.1.9 SALES AND MARKETING 212
11.16 EDUCATION 213
11.16.1 EDUCATION, BY APPLICATION 214
11.16.1.1 TRAINING 214
11.16.1.2 IT SERVICES 214
11.16.1.3 CUSTOMER CARE 215
11.16.1.4 FINANCE AND ACCOUNTING 215
11.16.1.5 TALENT AND HR 215
11.16.1.6 SALES AND MARKETING 215
11.16.1.7 FACILITIES AND ADMINISTRATION 215
11.16.1.8 PRODUCT ENGINEERING 215
11.16.1.9 SOURCING, PROCUREMENT & SUPPLY CHAIN 215
11.17 UTILITIES 216
11.17.1 UTILITIES, BY APPLICATION 217
11.17.1.1 IT SERVICES 217
11.17.1.2 CUSTOMER CARE 217
11.17.1.3 FINANCE AND ACCOUNTING 217
11.17.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 218
11.17.1.5 FACILITIES AND ADMINISTRATION 218
11.17.1.6 TALENT AND HR 218
11.17.1.7 TRAINING 218
11.17.1.8 PRODUCT ENGINEERING 218
11.17.1.9 SALES AND MARKETING 218
11.18 OTHERS 219
12 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY REGION 220
12.1 MIDDLE EAST AND AFRICA 222
12.1.1 U.A.E. 243
12.1.2 SAUDI ARABIA 262
12.1.3 SOUTH AFRICA 281
12.1.4 EGYPT 300
12.1.5 ISRAEL 319
12.1.6 QATAR 336
12.1.7 KUWAIT 355
12.1.8 OMAN 373
12.1.9 BAHRAIN 391
12.1.10 REST OF MIDDLE EAST AND AFRICA 409
13 MIDDLE EAST AND AFRICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, COMPANY LANDSCAPE 410
13.1 COMPANY SHARE ANALYSIS: GLOBAL 410
14 SWOT ANALYSIS 411
15 COMPANY PROFILE 412
15.1 ACCENTURE 412
15.1.1 COMPANY SNAPSHOT 412
15.1.2 REVENUE ANALYSIS 413
15.1.3 COMPANY SHARE ANALYSIS 413
15.1.4 SERVICE PORTFOLIO 414
15.1.5 RECENT DEVELOPMENT 415
15.2 INFOSYS LIMITED 416
15.2.1 COMPANY SNAPSHOT 416
15.2.2 REVENUE ANALYSIS 416
15.2.3 COMPANY SHARE ANALYSIS 417
15.2.4 SERVICE PORTFOLIO 417
15.2.5 RECENT DEVELOPMENT 418
15.3 IBM CORPORATION 419
15.3.1 COMPANY SNAPSHOT 419
15.3.2 REVENUE ANALYSIS 419
15.3.3 COMPANY SHARE ANALYSIS 420
15.3.4 SERVICE PORTFOLIO 420
15.3.5 RECENT DEVELOPMENT 422
15.4 CAPGEMINI 423
15.4.1 COMPANY SNAPSHOT 423
15.4.2 REVENUE ANALYSIS 423
15.4.3 COMPANY SHARE ANALYSIS 424
15.4.4 SERVICE PORTFOLIO 424
15.4.5 RECENT DEVELOPMENT 428
15.5 TATA CONSULTANCY SERVICES LIMITED 430
15.5.1 COMPANY SNAPSHOT 430
15.5.2 REVENUE ANALYSIS 430
15.5.3 COMPANY SHARE ANALYSIS 431
15.5.4 SERVICE PORTFOLIO 431
15.5.5 RECENT DEVELOPMENT 431
15.6 ADP, INC. 432
15.6.1 COMPANY SNAPSHOT 432
15.6.2 REVENUE ANALYSIS 432
15.6.3 SERVICE PORTFOLIO 433
15.6.4 RECENT DEVELOPMENT 435
15.7 AMDOCS 436
15.7.1 COMPANY SNAPSHOT 436
15.7.2 REVENUE ANALYSIS 437
15.7.3 SERVICE PORTFOLIO 437
15.7.4 RECENT DEVELOPMENT 438
15.8 ALTECISYS 440
15.8.1 COMPANY SNAPSHOT 440
15.8.2 SERVICE PORTFOLIO 440
15.8.3 RECENT DEVELOPMENT 441
15.9 COGNIZANT 442
15.9.1 COMPANY SNAPSHOT 442
15.9.2 REVENUE ANALYSIS 443
15.9.3 SERVICE PORTFOLIO 443
15.9.4 RECENT DEVELOPMENT 444
15.10 CONCENTRIX CORPORATION 446
15.10.1 COMPANY SNAPSHOT 446
15.10.2 REVENUE ANALYSIS 446
15.10.3 SERVICE PORTFOLIO 447
15.10.4 RECENT DEVELOPMENT 448
15.11 GENPACT 449
15.11.1 COMPANY SNAPSHOT 449
15.11.2 REVENUE ANALYSIS 450
15.11.3 SERVICE PORTFOLIO 450
15.11.4 RECENT DEVELOPMENT 452
15.12 HCL TECHNOLOGIES LIMITED 454
15.12.1 COMPANY SNAPSHOT 454
15.12.2 REVENUE ANALYSIS 454
15.12.3 SERVICE PORTFOLIO 455
15.12.4 RECENT DEVELOPMENT 457
15.13 INTETICS INC. 458
15.13.1 COMPANY SNAPSHOT 458
15.13.2 SERVICE PORTFOLIO 458
15.13.3 RECENT DEVELOPMENT 458
15.14 IBT 459
15.14.1 COMPANY SNAPSHOT 459
15.14.2 SERVICE PORTFOLIO 459
15.14.3 RECENT DEVELOPMENT 460
15.15 NTT DATA GROUP CORPORATION 461
15.15.1 COMPANY SNAPSHOT 461
15.15.2 REVENUE ANALYSIS 461
15.15.3 SERVICE PORTFOLIO 462
15.15.4 RECENT DEVELOPMENT 462
15.16 NCR VOYIX CORPORATION 463
15.16.1 COMPANY SNAPSHOT 463
15.16.2 REVENUE ANALYSIS 463
15.16.3 SERVICE PORTFOLIO 464
15.16.4 RECENT DEVELOPMENT 465
15.17 PLAXONIC. 466
15.17.1 COMPANY SNAPSHOT 466
15.17.2 SERVICE PORTFOLIO 466
15.17.3 RECENT DEVELOPMENT 467
15.18 ROBERT HALF INC (SUBSIDARY OF PROVITI) 468
15.18.1 COMPANY SNAPSHOT 468
15.18.2 REVENUE ANALYSIS 468
15.18.3 SERVICE PORTFOLIO 469
15.18.4 RECENT DEVELOPMENT 469
15.19 SODEXO 470
15.19.1 COMPANY SNAPSHOT 470
15.19.2 REVENUE ANALYSIS 470
15.19.3 SERVICE PORTFOLIO 471
15.19.4 RECENT DEVELOPMENT 471
15.20 TTEC 472
15.20.1 COMPANY SNAPSHOT 472
15.20.2 REVENUE ANALYSIS 472
15.20.3 SERVICE PORTFOLIO 473
15.20.4 RECENT DEVELOPMENT 475
15.21 WIPRO 476
15.21.1 COMPANY SNAPSHOT 476
15.21.2 REVENUE ANALYSIS 476
15.21.3 SERVICE PORTFOLIO 477
15.21.4 RECENT DEVELOPMENT 478
16 QUESTIONNAIRE 479
17 RELATED REPORTS 482
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