Research and Markets: An Essential Report on the Nigerian Contact Centre Market

DUBLIN--(Business Wire)--
Research and Markets
(http://www.researchandmarkets.com/research/724c08/nigerian_contact_c) has
announced the addition of Frost & Sullivan's new report "Nigerian Contact Centre
Market" to their offering.

This Frost & Sullivan research service titled Nigerian Contact Centre Market
provides a strategic analysis of the Nigerian contact centre market. This
research service details the market forces impacting the growth of the market.
The market is segmented according to service types and vertical sectors. Service
types and vertical sectors' contributions to overall revenues are determined in
this research service. In this research, Frost & Sullivan's expert analysts
thoroughly examine prospects for the following: vendors and system integrators.
The following technologies are covered in this research: unified Internet
protocol (IP), session initiation protocol (SIP), and multiprotocol label
switching (MPLS).

Market Overview

The Nigerian Outsourced Contact Centre Market is on an Upswing, Driven by Growth
in Key Industry Sectors

The Nigerian contact centre market is in its nascent stage. In 2008, 15 market
participants out of 30 operators provided contact centre services to end users.
Ongoing investments have been in the infrastructure development segment. The
outsourced contact centre segment, email and SMS services, and the health and
medical organization (HMO) sector are expected to become main areas of market
growth from 2009 to 2015. "Nigeria is an emerging economy and the most populous
country in Africa," says the analyst of this research. "The booming
telecommunications and banking financial services and insurance (BFSI) sectors
are driving the demand for contact centre services even as a globally
competitive labour cost structure is attracting offshore operations to Nigeria."
The introduction of government incentives and regulatory frameworks as well as
the improvement of infrastructure are anticipated by 2013. The market is likely
to enter into the growth stage by 2014. Existing network operators are investing
in fibre-optic cables that connect Nigeria with the rest of the world. Mobile
subscribers reached 67 million in 2008 after the implementation of the mobile
network in 2004. Increasing investments in the telecommunications infrastructure
and lower labour costs compared to established outsourcing destinations have the
potential to provide end users with up to 50 per cent cost savings.

The main challenges faced by market participants include a poor
telecommunications infrastructure and limited commercial power supply. Moreover,
a specific industry association does not regulate the market. "The limited
availability of commercial power supply increases the operational costs of
market participants," explains the analyst. "Insufficient bandwidth inhibits the
growth of contact centre services while an inadequate business portfolio further
restrains market growth." Soaring power-supply costs raise the operational costs
of contact centres, hampering market growth and reducing operators' ability to
deliver services efficiently. The expensive bandwidth has led to the high price
of IT services, constraining business expansion. There is a lack of significant
business experience, which is adversely affecting the market's global profile.

Current and future market participants should be aware of the challenges faced
while functioning in Nigeria such as a restricted business portfolio, the lack
of adequate power supply and limited expertise. "The key factors to succeed in
this market include enhancing the quality of customer services, seeking
alternative means of power supply, and initiating employee training programmes,"
concludes the analyst. "Despite numerous industry challenges and market
restraints, the strong growth of contact centre market will be driven by the
rising consumer demand from developing industry sectors."

Technologies

The following technologies are covered in this research:

* Unified IP
* SIP
* MPLS

Key Topics Covered:

* Executive Summary
* Research Aim and Objectives
* Research Scope and Definitions
* Research Methodology
* Market Overview
* Industry Challenges and Market Forces
* Market Analysis
* Competitive Analysis
* Opportunity Analysis
* Industry Best Practices
* Strategic Recommendations
* Conclusions

For more information visit
http://www.researchandmarkets.com/research/724c08/nigerian_contact_c

Laura Wood
Senior Manager
press@researchandmarkets.com
Fax from USA: 646-607-1907
Fax from rest of the world: +353-1-481-1716

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