Report : Middle East & Africa Back-office workforce management Market Forecast to 2028 – COVID-19 Impact and Regional Analysis – By Solution (Robotic Automation Process, Performance Management, Back Office Optimization, Process Analytics, and Others) and End User Industry (IT and Telecom, BFSI, Transportation, Retail and E-Commerce, Government, and Others)
At 7.8% CAGR, the Middle East & Africa Back-Office Workforce Management Market is speculated to be worth US$ 248.39 million by 2028, says Business Market Insights
According to Business Market Insights’ research, the Middle East & Africa back-office workforce management market was valued at US$ 158.29 million in 2022 and is expected to reach US$ 248.39 million by 2028, registering an annual growth rate of 7.8% from 2022 to 2028. Upsurge in demand for cloud-based platforms for workforce management and necessity for automation in workforce tasks.
Artificial intelligence (AI) has proven to be significant in workforce management tasks as it assists companies in maximizing performance, costs, and employee satisfaction. Organizations with huge employee strength—reflecting enormous opportunities across different business segments and geographies—may find it challenging to understand relevant and necessary skills and cross-check the eligibility criteria with the skills of job candidates. Employers can use AI in workforce management to examine the skill sets of their current employees and to match them with the required skillsets defined by managers by considering their abilities, prior work experience, and preferred career choices. AI can also be utilized in performance evaluation, which is another area of workforce management. AI-integrated solutions are also capable of managing huge data, and having reliable data at their disposal, they can produce reviews based on objective data rather than subjective human assessments, thereby enabling managers to evaluate employee performance fairly, without leading to any bias. For instance, Kloud9, a key player in the market, provides Kloud9 Intelligent Workforce management talent studio, capable of performing analytics, forecasting, and capacity planning with the help of AI capabilities. Thus, the integration of AI with workforce management solutions is likely to introduce new trends in the back-office workforce management market in the coming years. This is expected to drive the market during the forecast period.
On the contrary, discretion and safety concerns associated with cloud-based solutions hurdles the growth of Middle East & Africa back-office workforce management market.
- Based on solution, the Middle East & Africa back-office workforce management market is categorized into robotic automation process, performance management, back-office optimization, process analytics, and others. The robotic automation process segment held 34.5% market share in 2022, amassing US$ 54.55 million. It is projected to garner US$ 89.14 million by 2028 to expand at 8.5% CAGR during 2022–2028.
- Based on end user, the Middle East & Africa back-office workforce management market is categorized into IT and telecom, BFSI, transportation, retail and E-commerce, government, and others. The IT and telecom segment held 36.5% market share in 2022, amassing US$ 57.74 million. It is projected to garner US$ 96.63 million by 2028 to expand at 9.0% CAGR during 2022–2028.
- Based on country, the Middle East & Africa back-office workforce management market has been categorized into the South Africa, Saudi Arabia, UAE, and Rest of Middle East & Africa. Our regional analysis states that Saudi Arabia captured 39.9% market share in 2022. It was assessed at US$ 63.16 million in 2022 and is likely to hit US$ 97.64 million by 2028, exhibiting a CAGR of 7.5% during the forecast period.
Key players dominating the Middle East & Africa back-office workforce management market are NICE Ltd.; Open Text Corporation; Verint Systems, Inc.; ActiveOps PLC; Alvaria, Inc.; Calabrio Inc.; Oracle Corporation; Genesys; Intradiem; and Team Software among others.
- In Feb 2022, Genesys and Thrive Partner to Support Call Center Agent Wellbeing.
- In Jul 2022, NICE Enlighten AI Receives 2022 "Workforce Innovation of the Year" Honour in Customer Contact Week's Excellence Awards Competition.
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