The future of CRM outsourcing in Egypt

Date: August 22, 2010
Pages: 11
US$ 895.00
Publisher: Ovum
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)
ID: F7D51F41803EN

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The future of CRM outsourcing in Egypt
Until recently, Egypt was regarded as an unsuitable destination for outsourcing delivery. However, with deployments by some of the world’s largest outsourcers, Egypt has become one of the fastest growing outsourcing destinations in the world. This report provides an overview of how Egypt’s CRM outsourcing sector currently sits in terms of market size and overall competitiveness. In addition, it offers recommendations for existing and prospective investors.

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Key messages
Egypt’s CRM outsourcing market continues to grow
Overall market size
Onshore/offshore split
Vertical evolution in Egyptian CRM outsourcing
Egypt is emerging as an established national brand in CRM outsourcing
Large pool of university graduates
Proximity to Western Europe
Economic stability
Development of a competitive CRM outsourcing sector
Government support
Urban opportunities beyond Cairo
Foreign investors still face challenges in Egypt
Lack of middle management resources
Possibility of costly talent war
English dominance of foreign language skills
Public security concerns
Concerns over transparency
Encourage development of non-English foreign language skills
Look for expansion opportunities beyond Cairo
Develop middle-management talent as soon as possible
Further reading


Table 1: Industries serviced by Egyptian APs: 2009 and 2015
Table 2: Inflation growth in leading offshore CRM destinations: 2008–15
Table 3: Changes in Egyptian CRM outsourcing landscape: 2005 and 2010


Figure 1: Egyptian AP growth: 2009–15
Figure 2: Egyptian domestic/offshore APs: 2009 and 2015
Figure 3: Egyptian graduates by language spoken
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