Middle East and Africa Customer Communication Management Market Forecast to 2028 - COVID-19 Impact and Regional Analysis By Component, Deployment, Enterprise Size, and Industry

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 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.