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Report
U.A.E. Business Process Outsourcing (BPO) Market - Industry Trends and Forecast to 2030
Market Report I 2023-02-01 I 313 Pages I Data Bridge Market Research
U.A.E. business process outsourcing (BPO) market is projected to register a CAGR of 7.6% in the forecast period of 2022 to 2029. The new market report contains data for the historic year 2021, the base year of calculation is 2022 and the forecast period is 2023 to 2030.
Market Segmentation:
U.A.E. Business Process Outsourcing (BPO) Market, By Outsourcing Type (Offshore, Nearshore, and Onshore), Service (Voice Processing, Telemarketing Services, 3D Visualization Services, Image Edition Services, Virtual Staffing Services, and Others), Application (Talent and HR Services, Sales & Marketing, Finance & Accounting, Sourcing, Procurement & Supply Chain, Facilities & Administrations, Customer Care, Training, Product Engineering, and Others), Deployment Model (Cloud and On-Premise), Organization Size (Large Enterprises and SME's), Ownership (Captive and Third Party), Outsourcing Approach (Best-Shore, Bundled Services, Contract Based, and Fee for Service), End-User (BFSI, IT & Telecommunication, Healthcare, Manufacturing, Retail & Ecommerce, Government & Defense, Transportation & Logistics, Travel & Hospitality, Education, Energy & Utilities, and Others), Country (Abu Dhabi, Dubai, Sharjah, Umm Al-Qaiwain, Fujairah, Ajman, Ra's Al-Khaimah, and Rest of U.A.E.) Industry Trends and Forecast to 2030
Some of the major factors contributing to the growth of the business process outsourcing market are:
- Increase in need for business agility
- Increasing capacity of quality enterprise data
Market Players:
The key market players for U.A.E. business process outsourcing (BPO) market are listed below:
- IBM Corporation
- Accenture
- Capgemini
- Infosys Limited
- Tata Consultancy Services Limited
- ADP, Inc.
- ALTECiSyS.
- AMDOCS
- Cognizant
- Concentrix Corporation
- Genapct
- HCL Technologies Limited
- IBT.
- Intetics Inc.
- NCR Corporation
- NTT DATA Corporation
- Plaxonic Technologies
- Protiviti Inc.
- Sodexo
- TTEC
- Wipro Limited
TABLE OF CONTENTS
1 INTRODUCTION 28
1.1 OBJECTIVES OF THE STUDY 28
1.2 MARKET DEFINITION 28
1.3 OVERVIEW OF THE U.A.E. BUSINESS PROCESS OUTSOURCING (BPO) MARKET 28
1.4 LIMITATIONS 30
1.5 MARKETS COVERED 31
2 MARKET SEGMENTATION 36
2.1 MARKETS COVERED 36
2.2 GEOGRAPHICAL SCOPE 37
2.3 YEARS CONSIDERED FOR THE STUDY 37
2.4 CURRENCY AND PRICING 37
2.5 DBMR TRIPOD DATA VALIDATION MODEL 38
2.6 MULTIVARIATE MODELLING 41
2.7 OUTSOURCING TYPE LIFELINE CURVE 41
2.8 MARKET END-USER COVERAGE GRID 42
2.9 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 43
2.10 DBMR MARKET POSITION GRID 44
2.11 SECONDARY SOURCES 46
2.12 ASSUMPTIONS 46
3 EXECUTIVE SUMMARY 47
4 PREMIUM INSIGHTS 50
4.1 DEMAND GAP ANALYSIS 51
4.1.1 PORTER'S FIVE FORCES 51
4.1.2 PESTEL ANALYSIS 52
4.2 COMPANY COMPARATIVE ANALYSIS 56
4.2.1 WIPRO LIMITED 56
4.2.2 INFOSYS LIMITED 56
4.2.3 COGNIZANT 57
4.3 CONTRACT DATA OR BPO DEALS BY THE U.A.E. GOVERNMENT AND MARKET PARTICIPANTS 58
4.4 NUMBER OF FTES/ CONTACT CENTER AGENTS IN THE U.A.E. 59
4.5 TRANSACTION/ VOLUME DATA FOR BOTH INBOUND AND OUTBOUND CALLS IN UAE 60
4.6 LIST OF THE UAE COMPANIES WITH CAPTIVE CONTACT CENTER OPERATIONS IN THE U.A.E. 61
4.7 COMPANY LANDSCAPE ON U.A.E. ON AN APPLICATION BASIS 62
4.7.1 COMPANY SHARE ANALYSIS: TALENT AND HR SERVICES 62
4.7.2 COMPANY SHARE ANALYSIS: SALES AND MARKETING 63
4.7.3 COMPANY SHARE ANALYSIS: FINANCE AND ACCOUNTING 64
4.7.4 COMPANY SHARE ANALYSIS: SOURCING, PROCUREMENT, AND SUPPLY CHAIN 65
4.7.5 COMPANY SHARE ANALYSIS: TRAINING 66
4.7.6 COMPANY SHARE ANALYSIS: FACILITIES AND ADMINISTRATION 67
4.7.7 COMPANY SHARE ANALYSIS: CUSTOMER CARE 68
4.7.8 COMPANY SHARE ANALYSIS: PRODUCT ENGINEERING 69
4.8 TECHNOLOGICAL MAP 70
4.9 TRADITION BPO VS PLATFORM BPO 72
4.10 REGULATORY SYTANDARDS 74
5 REGIONAL SUMMARY 75
6 MARKET OVERVIEW 76
6.1 DRIVERS 78
6.1.1 INCREASING NEED FOR BUSINESS AGILITY 78
6.1.2 RISING CUSTOMER FOCUS TOWARD ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST-EFFICIENCY 78
6.1.3 GROWING PREFERENCE FOR CLOUD TECHNOLOGY AND ITS SIGNIFICANCE ON PROCESS AUTOMATION 79
6.1.4 INCREASING DEPENDENCE ON SALES AND MARKETING FOR CUSTOMER SERVICE ENHANCEMENT 80
6.1.5 INCREASING CAPACITY OF QUALITY ENTERPRISE DATA 80
6.2 RESTRAINTS 81
6.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERNS 81
6.2.2 STRINGENT GOVERNMENT REGULATIONS 82
6.3 OPPORTUNITIES 83
6.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 83
6.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 83
6.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS IN IT SECTOR 84
6.3.4 GROWING NUMBER OF START-UPS PARTNERING WITH BUSINESS PROCESS OUTSOURCING (BPO) 84
6.4 CHALLENGES 85
6.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 85
6.4.2 FREQUENT DISRUPTION AFFECTS THE OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 86
6.4.3 INCREASE IN THE PRESENCE OF NEW ENTRANTS 86
7 U.A.E. BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 87
7.1 OVERVIEW 88
7.2 OFFSHORE 89
7.3 ONSHORE 89
7.4 NEARSHORE 90
8 U.A.E. BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY SERVICE 91
8.1 OVERVIEW 92
8.2 VOICE PROCESSING 93
8.2.1 INBOUND 94
8.2.2 OUTBOUND 94
8.2.3 SURVEY AND MARKET RESEARCH 94
8.3 TELEMARKETING SERVICES 94
8.4 IMAGE EDITING SERVICES 95
8.5 VIRTUAL STAFFING SERVICES 95
8.6 3D VISUALIZATION SERVICES 95
8.6.1 3D ANIMATION 96
8.6.2 CAD MODELING 96
8.6.3 3D ILLUSTRATION 96
8.6.4 3D DEVELOPMENT 96
8.6.5 OTHERS 97
8.7 OTHERS 97
9 U.A.E. BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 98
9.1 OVERVIEW 99
9.2 CUSTOMER CARE 100
9.3 FINANCE & ACCOUNTING 101
9.3.1 RECORD TO REPORT 101
9.3.2 PROCURE TO PAY 101
9.3.3 FP&A, ORDER TO CASH 101
9.4 TALENT AND HR SERVICES 102
9.4.1 EMPLOYEE AND HR OPERATIONS 102
9.4.1.1 PAYROLL AND PENSION 103
9.4.1.2 EMPLOYEE SERVICES 103
9.4.1.3 GOVERNMENT RELATION SERVICES 103
9.4.1.4 WORKFORCE DATA ADMINISTRATION 103
9.4.1.5 MASTER DATA ADMINISTRATION 103
9.4.2 TALENT ACQUISITION AND DEVELOPMENT 103
9.4.2.1 TALENT DEVELOPMENT 104
9.4.2.1.1 ORGANISATION AND CHANGE MANAGEMENT 104
9.4.2.1.2 COMPETENCY AND DEVELOPMENT MANAGEMENT 104
9.4.2.1.3 LEARNING CONTENT DEVELOPMENT 105
9.4.2.1.4 CURRICULUM AND CAMPAIGN DESIGN 105
9.4.2.1.5 COLLABORATION AND KNOWLEDGE MANAGEMENT 105
9.4.2.1.6 COMPENSATION PLANNING 105
9.4.2.2 TALENT ACQUISITION 105
9.4.2.2.1 WORKFORCE PLANNING 106
9.4.2.2.2 CANDIDATE SOURCING SCREENING AND SELECTION 106
9.4.2.2.3 NEW JOINER OFFER AND ONBOARDING 106
9.4.2.2.4 HIRING CLEARANCES 106
9.4.2.2.5 RELOCATION ASSISTANCE, INTER COMPANY AND GLOBAL MOBILITY 106
9.5 SALES AND MARKETING 106
9.6 SOURCING, PROCUREMENT & SUPPLY CHAIN 107
9.6.1 PROCUREMENT ADMIN SUPPORT 107
9.6.2 PROCUREMENT CONSULTING 107
9.7 FACILITIES AND ADMINISTRATION 108
9.8 PRODUCT ENGINEERING 108
9.9 TRAINING 109
9.10 OTHERS 109
10 U.A.E. BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY DEPLOYMENT MODE 110
10.1 OVERVIEW 111
10.2 CLOUD 112
10.3 ON PREMISE 113
11 U.A.E. BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 114
11.1 OVERVIEW 115
11.2 LARGE ENTERPRISES 116
11.3 SMES 116
12 U.A.E. BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OWNERSHIP 117
12.1 OVERVIEW 118
12.2 CAPTIVE 119
12.3 THIRD PARTY 119
13 U.A.E. BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 120
13.1 OVERVIEW 121
13.2 CONTRACT BASED 122
13.3 BUNDLED SERVICES 122
13.4 BEST-SHORE 123
13.5 FEE FOR SERVICE 123
14 U.A.E. BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 124
14.1 OVERVIEW 125
14.2 IT & TELECOMMUNICATION 126
14.2.1 CUSTOMER CARE 127
14.2.2 FINANCE & ACCOUNTING 127
14.2.3 TALENT AND HR SERVICES 127
14.2.4 SALES AND MARKETING 127
14.2.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 127
14.2.6 FACILITIES & ADMINISTRATION 127
14.2.7 PRODUCT ENGINEERING 128
14.2.8 TRAINING 128
14.2.9 OTHERS 128
14.3 MANUFACTURING 128
14.3.1 CUSTOMER CARE 129
14.3.2 FINANCE & ACCOUNTING 129
14.3.3 TALENT AND HR SERVICES 129
14.3.4 SALES AND MARKETING 129
14.3.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 129
14.3.6 FACILITIES & ADMINISTRATION 130
14.3.7 PRODUCT ENGINEERING 130
14.3.8 TRAINING 130
14.3.9 OTHERS 130
14.4 BFSI 130
14.4.1 CUSTOMER CARE 131
14.4.2 FINANCE & ACCOUNTING 131
14.4.3 TALENT AND HR SERVICES 131
14.4.4 SALES AND MARKETING 131
14.4.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 131
14.4.6 FACILITIES & ADMINISTRATION 131
14.4.7 PRODUCT ENGINEERING 132
14.4.8 TRAINING 132
14.4.9 OTHERS 132
14.5 GOVERNMENT & DEFENSE 132
14.5.1 CUSTOMER CARE 133
14.5.2 FINANCE & ACCOUNTING 133
14.5.3 TALENT AND HR SERVICES 133
14.5.4 SALES AND MARKETING 133
14.5.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 133
14.5.6 FACILITIES & ADMINISTRATION 133
14.5.7 PRODUCT ENGINEERING 134
14.5.8 TRAINING 134
14.5.9 OTHERS 134
14.6 TRANSPORTATION AND LOGISTICS 134
14.6.1 CUSTOMER CARE 135
14.6.2 FINANCE & ACCOUNTING 135
14.6.3 TALENT AND HR SERVICES 135
14.6.4 SALES AND MARKETING 135
14.6.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 135
14.6.6 FACILITIES AND ADMINISTRATION 135
14.6.7 PRODUCT ENGINEERING 136
14.6.8 TRAINING 136
14.6.9 OTHERS 136
14.7 RETAIL & E-COMMERCE 136
14.7.1 CUSTOMER CARE 137
14.7.2 FINANCE & ACCOUNTING 137
14.7.3 TALENT AND HR SERVICES 137
14.7.4 SALES AND MARKETING 137
14.7.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 137
14.7.6 FACILITIES AND ADMINISTRATION 137
14.7.7 PRODUCT ENGINEERING 138
14.7.8 TRAINING 138
14.7.9 OTHERS 138
14.8 TRAVEL AND HOSPITALITY 138
14.8.1 CUSTOMER CARE 139
14.8.2 FINANCE & ACCOUNTING 139
14.8.3 TALENT AND HR SERVICES 139
14.8.4 SALES AND MARKETING 139
14.8.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 139
14.8.6 FACILITIES AND ADMINISTRATION 139
14.8.7 PRODUCT ENGINEERING 140
14.8.8 TRAINING 140
14.8.9 OTHERS 140
14.9 HEALTHCARE 140
14.9.1 CUSTOMER CARE 141
14.9.2 FINANCE & ACCOUNTING 141
14.9.3 TALENT AND HR SERVICES 141
14.9.4 SALES AND MARKETING 141
14.9.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 141
14.9.6 FACILITIES AND ADMINISTRATION 141
14.9.7 PRODUCT ENGINEERING 142
14.9.8 TRAINING 142
14.9.9 OTHERS 142
14.10 ENERGY AND UTILITIES 142
14.10.1 CUSTOMER CARE 143
14.10.2 FINANCE & ACCOUNTING 143
14.10.3 TALENT AND HR SERVICES 143
14.10.4 SALES AND MARKETING 143
14.10.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 143
14.10.6 FACILITIES AND ADMINISTRATION 143
14.10.7 PRODUCT ENGINEERING 144
14.10.8 TRAINING 144
14.10.9 OTHERS 144
14.11 EDUCATION 144
14.11.1 CUSTOMER CARE 145
14.11.2 FINANCE & ACCOUNTING 145
14.11.3 TALENT AND HR SERVICES 145
14.11.4 SALES AND MARKETING 145
14.11.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 145
14.11.6 FACILITIES AND ADMINISTRATION 145
14.11.7 PRODUCT ENGINEERING 146
14.11.8 TRAINING 146
14.11.9 OTHERS 146
14.12 OTHERS 146
15 U.A.E. BUSINESS PROCESS OUTSOURCING (BPO) MARKET 147
15.1 U.A.E. 147
15.1.1 DUBAI 158
15.1.2 ABU DHABI 169
15.1.3 SHARJAH 180
15.1.4 AJMAN 191
15.1.5 UMM AL-QUWAIN 202
15.1.6 FUJAIRAH 213
15.1.7 RA'S AL-KHAIMAH 224
15.1.8 REST OF U.A.E. 235
16 U.A.E. BUSINESS PROCESS OUTSOURCING (BPO) MARKET: COMPANY LANDSCAPE 236
16.1 COMPANY SHARE ANALYSIS: U.A.E 236
17 SWOT ANALYSIS 237
18 COMPANY PROFILE 238
18.1 WIPRO LIMITED 238
18.1.1 COMPANY SNAPSHOT 238
18.1.2 REVENUE ANALYSIS 239
18.1.3 SERVICE PORTFOLIO 239
18.1.4 RECENT DEVELOPMENTS 240
18.2 INFOSYS LIMITED 242
18.2.1 COMPANY SNAPSHOT 242
18.2.2 REVENUE ANALYSIS 243
18.2.3 SERVICE PORTFOLIO 243
18.2.4 RECENT DEVELOPMENTS 245
18.3 COGNIZANT 247
18.3.1 COMPANY SNAPSHOT 247
18.3.2 REVENUE ANALYSIS 247
18.3.3 SERVICE PORTFOLIO 248
18.3.4 RECENT DEVELOPMENTS 251
18.4 TATA CONSULTANCY SERVICES LIMITED 253
18.4.1 COMPANY SNAPSHOT 253
18.4.2 REVENUE ANALYSIS 253
18.4.3 SERVICE PORTFOLIO 254
18.4.4 RECENT DEVELOPMENTS 254
18.5 ACCENTURE 256
18.5.1 COMPANY SNAPSHOT 256
18.5.2 REVENUE ANALYSIS 256
18.5.3 SERVICE PORTFOLIO 257
18.5.4 RECENT DEVELOPMENTS 257
18.6 ADP, INC. 259
18.6.1 COMPANY SNAPSHOT 259
18.6.2 REVENUE ANALYSIS 260
18.6.3 SOLUTION PORTFOLIO 260
18.6.4 RECENT DEVELOPMENTS 261
18.7 ALTECISYS 262
18.7.1 COMPANY SNAPSHOT 262
18.7.2 SERVICE PORTFOLIO 262
18.7.3 RECENT DEVELOPMENT 262
18.8 AMDOCS 263
18.8.1 COMPANY SNAPSHOT 263
18.8.2 REVENUE ANALYSIS 263
18.8.3 SERVICE PORTFOLIO 264
18.8.4 RECENT DEVELOPMENTS 264
18.9 CAPGEMINI 266
18.9.1 COMPANY SNAPSHOT 266
18.9.2 REVENUE ANALYSIS 267
18.9.3 SERVICE PORTFOLIO 267
18.9.4 RECENT DEVELOPMENTS 269
18.10 CONCENTRIX CORPORATION 271
18.10.1 COMPANY SNAPSHOT 271
18.10.2 REVENUE ANALYSIS 271
18.10.3 SOLUTION PORTFOLIO 272
18.10.4 RECENT DEVELOPMENTS 272
18.11 GENPACT 274
18.11.1 COMPANY SNAPSHOT 274
18.11.2 REVENUE ANALYSIS 275
18.11.3 SOLUTION PORTFOLIO 275
18.11.4 RECENT DEVELOPMENTS 278
18.12 HCL TECHNOLOGIES LIMITED 280
18.12.1 COMPANY SNAPSHOT 280
18.12.2 REVENUE ANALYSIS 281
18.12.3 SERVICE PORTFOLIO 281
18.12.4 RECENT DEVELOPMENTS 282
18.13 IBM CORPORATION 284
18.13.1 COMPANY SNAPSHOT 284
18.13.2 REVENUE ANALYSIS 284
18.13.3 SERVICE PORTFOLIO 285
18.13.4 RECENT DEVELOPMENTS 285
18.14 IBT 287
18.14.1 COMPANY SNAPSHOT 287
18.14.2 SERVICE PORTFOLIO 287
18.14.3 RECENT DEVELOPMENT 287
18.15 INTETICS INC. 288
18.15.1 COMPANY SNAPSHOT 288
18.15.2 SOLUTION PORTFOLIO 288
18.15.3 RECENT DEVELOPMENTS 289
18.16 NCR CORPORATION 290
18.16.1 COMPANY SNAPSHOT 290
18.16.2 REVENUE ANALYSIS 291
18.16.3 SERVICE PORTFOLIO 291
18.16.4 RECENT DEVELOPMENTS 291
18.17 NTT DATA CORPORATION 293
18.17.1 COMPANY SNAPSHOT 293
18.17.2 REVENUE ANALYSIS 293
18.17.3 SERVICE PORTFOLIO 294
18.17.4 RECENT DEVELOPMENTS 295
18.18 PLAXONIC TECHNOLOGIES 297
18.18.1 COMPANY SNAPSHOT 297
18.18.2 SERVICE PORTFOLIO 297
18.18.3 RECENT DEVELOPMENTS 298
18.19 PROTIVITI INC. 299
18.19.1 COMPANY SNAPSHOT 299
18.19.2 PRODUCT PORTFOLIO 299
18.19.3 RECENT DEVELOPMENTS 299
18.20 SODEXO 301
18.20.1 COMPANY SNAPSHOT 301
18.20.2 REVENUE ANALYSIS 302
18.20.3 SERVICE PORTFOLIO 302
18.20.4 RECENT DEVELOPMENTS 302
18.21 TTEC 304
18.21.1 COMPANY SNAPSHOT 304
18.21.2 REVENUE ANALYSIS 305
18.21.3 SERVICE PORTFOLIO 305
18.21.4 RECENT DEVELOPMENTS 306
19 QUESTIONNAIRE 308
20 RELATED REPORTS 313
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