Report : 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)
At 8.2% CAGR, the Middle East & Africa Customer Communication Management Market is speculated to be worth US$ 101.84 million by 2028, says Business Market Insights
According to Business Market Insights’ 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.