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Call Centre Growth Exceeding Regional Average

Dominick KeenaghanThe annual Middle East Call Centre 2014 show is slated for June 8/9 at the Dubai International Convention & Exhibition Centre and organizers, INSIGHTS have announced that the show represents the best regional opportunity for organisations to boost their customer service operations by learning about new customer engagement ideas and technologies, obtaining impartial guidance and advice from world class customer interaction experts, and setting themselves up with internationally-acclaimed suppliers for special deals and discounts.

According to Dominick Keenaghan, president of show organizers INSIGHTS, “the regional call centre market, according to our monitoring activities, is witnessing healthy growth of the order of 15-20% at present.  The main factors contributing to this expansion are the availability of new technologies, e.g. the expansion of customer engagement channels to include social media, mobile and the cloud,  an expansion of the role of existing call centres as they better learn how to leverage the value proposition that they represent, and the general market need to improve customer service, which compared to other parts of the world, is lagging.  Adding to this mix is the growth of the utility and use of Outsourcing and which is giving organisations deployment options whilst they internally debate the pros/cons of a capex/opex investment. “

The best of what the region has to offer will be showcased at the upcoming MECC ’14 event. Here conference delegates and visitors to the free-to-attend Exhibition will be able to interact with the industry’s top contact centre technology vendors such as Genesys, Interactive Intelligence, Altitude Software, the region’s leading Outsourcing Service Providers such as Smartlink, Teleperformance, Cupola, and a host of specialist solution providers in areas such as workforce optimization and speech analytics from the likes of Teleopti, Sestek, Globitel and Nuance.

Keenaghan concluded, “MECC is the premier annual meeting place for the call centre industry in the region.  With its unique mix of international consultants, subject matter experts, best-of-breed technology vendors, systems, integrators, outsourcing service providers and regional Awards winners and professionals, it is a must-attend occasion for anyone concerned with improving the customer experience.  MECC ’14 will be the biggest event in the series so far.”

About MECC 2014

The MECC ‘14 show is organized by INSIGHTS, and is widely acknowledged as the premier call centre and customer management event for the region.  The 2014 version takes place June 8 – 9 at the Dubai International Convention and Exhibition Centre (DICEC) and comprises the MECC ‘14 Conference & MECC ’14 Exhibition.  The former offers the region’s top call centre and customer management professionals a unique, expert-led forum to get up-to-date with the industry’s latest trends and developments, gain fresh ideas and contacts, discuss common issues, and re-invigorate their current development plans. The INSIGHTS Middle East Call Centre Awards 2014. event is also a key attraction of MECC ’14 for the industry’s top performers.


INSIGHTS is the only Customer Interaction dedicated, Professional Services Organisation in the Middle East region to offer a combination of regional experience (18 years serving the regional industry), industry journals (spearheaded by the Customer Middle East portal), international accreditation with recognised global industry bodies (G-CEM, CIAC, etc.), accredited and certified Call Centre training programs (English & Arabic), the region’s only dedicated Call Centre Conferences and Exhibitions and is the  developer of the Call Centre Lifecycle Development System.

For further details contact Dominick Keenaghan on +971-4-3329211 (mobile 050-6595406) or email  Web site is

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