Middle East & Africa Communication Platform as a Service

Middle East & Africa Communication Platform as a Service Market Research Report: Forecast (2022-27)

By Services (Professional Services (Integration & Implementation, Technical support, Consulting, Support & Maintenance, Others), Managed Services (Hosting services, Managed Communication Services, Oth Read more

  • ICT & Electronics
  • Aug 2022
  • 147
  • ASHIDw

Market Definition

A communications platform as a service (CPaaS) allows developers to add real-time communications features to their applications, such as voice, messaging, video conferencing calls, chatbots, etc., without building backend infrastructure & interfaces. The rising need for contextual communications, including video-enabled help desks, appointment reminders, authentication services, etc., has deepened its application. With numerous businesses using creative digital technologies to interact with their customers, the demand for CPaaS is expected to grow across the region.

Market Insights

The Middle East & Africa Communications-Platform-as-a-Service (CPaaS) Market is projected to grow at a CAGR of 31% during the forecast period, i.e., 2022-27. The growing adoption of a customer-centric approach in businesses to provide a personalized experience to the customers via deep interaction has gained considerable momentum in the Middle East & Africa region. As a result, the demand for CPaaS has witnessed a significant uptick in the previous few years. Further, it provides a complete development framework without building backend infrastructure & interfaces. Additionally, the Middle East & Africa region, during 2017-21, recorded numerous small & medium-sized enterprises (SMEs) implementing CPaaS solutions, which has provided significant growth opportunities to the market. Moreover, to understand the business complexities & other requirements of customers, the demand for professional CPaaS services, including technical support, consulting, maintenance, integration & implementation, etc., has gained popularity

Report Coverage Details
Study Period Historical Data: 2017-20
Base Year: 2021
Forecast Period: 2022-27
CAGR (2022-2027) 31%
Country Covered UAE, Saudi Arabia, Qatar, Israel, Egypt, South Africa & Others
Key Companies Profiled RouteSms Solutions FZE, CM.com, Telesign Corporation, Unifonic Inc., Ericsson (Vonage), Telestax, Kandy Communications LLC, Karix Mobile Private Limited, CEQUENS, Twilio, CometChat, Others
Unit Denominations USD Million/Billion

 

Besides, the rapid advancement of digital technologies has encouraged small & medium-sized firms to digitize their business activities & processes by embracing digital transformation for their business & to better connect with their customers. Therefore, the adoption of the CPaaS has enabled companies to improve their organizational effectiveness with greater flexibility & reduced costs. In response to these factors, many countries around the world are moving towards the development of CPaaS software, creating opportunities in the CPaaS market.

Impact of Covid-19 on the Middle East & Africa Communications-Platform-as-a-Service (CPaaS) Market

With the outbreak of COVID-19, companies across the globe frequently adopted remote working solutions in the region. Subsequently, various companies implemented cloud-based solutions to integrate communication platforms viz., voice, messaging, video, etc., and cloud computing features into their existing business solutions. As a result, companies were able to stay in touch with their customers and even resolved queries remotely. Furthermore, to reduce the complexity in business operations, several companies collaborated with CPaaS providers to improve their business communication solutions. For instance:

  • In 2021, Vonage and Etisalat Digital announced their strategic partnership in order to provide CPaaS solutions across the UAE. The collaboration aimed at offering CPaaS solutions, including reliable & customizable communication APIs (Application Programming Interface) to the sectors viz., healthcare, retail, e-commerce, logistics & transportation, automotive, education, and government, across the UAE.
  • In 2020, Avaya Holding Corp. launched Avaya Spaces, a cloud meeting & collaboration app in Saudi Arabia. The Avaya Spaces enable users with extensive features of voice & video conferencing and can connect up to 500 participants with unlimited online storage

Further, it is projected that the growing need for communication tools, interactive technologies, and cloud-based technologies will drive the CPaaS market during the period 2022-27.

Market Segmentation

By Enterprise Size:

  • Small & Medium Scale Enterprise
  • Large Scale Enterprise

Of them all, the SME (Small & Medium Scale Enterprises) dominates the Middle East & Africa Communications Platform as a Service (CPaaS) market, as it plays a significant role in boosting economic growth in the region. Moreover, SMEs can leverage global opportunities by reducing costs of transportation, improving the trading of services, and reducing the costs of logistics & operations by embracing digitalization. In addition, SMEs must provide a better communication interface by adopting digital platforms such as video conferencing, messaging apps, and voice calls to transform their business into a digital one. Thus, CPaaS allows SMEs to establish & distribute real-time communication software tools like APIs, sample code, pre-built communication applications, and integrated development environments (IDEs). For instance:

  • As per the Mastercard MEA SME Confidence Index 2021, 74% of SMEs in the Middle East & Africa regions believe that digitalization helps them to have better data traceability, improved access to credit, and upskilling. Thus, small & medium companies are more hopeful of their future growth, owing to digitization, which opens up the potential for CpaaS.

Additionally, the government in various countries such as Saudi Arabia, the UAE, South Africa, Egypt, Nigeria, etc., have taken necessary measures in order to prioritize the technological advancement in SMEs. Besides, the governments of these countries have introduced several digital transformation strategies such as Saudi Arabia Vision 2030, ICT strategy, the UAE National Innovation Strategy, Kuwait Vision 2035, etc., to initialize digitalization as well as technological advancements in SMEs, including sectors like healthcare, IT, telecom, BFSI, automotive, retail, education, etc.

By End User:

  • Healthcare
  • E-commerce & Retail
  • IT & Telecom
  • BFSI
  • Hospitality
  • Others (Media & Entertainment, Manufacturing, etc.)

Among these, IT & telecom holds the potential share in the Middle East & Africa Communications Platform as a Service (CPaaS) market, as the industry in the Middle East & Africa region grew progressively during 2017-21. It was driven largely by cloud-based technologies, extensive data processing, social media, video conferencing platforms, and other cutting-edge technologies, such as Machine Learning (ML), the Internet of Things (IoT), robotics, virtual reality, and 3D printing. Moreover, the emergence of Industry 4.0 drove the need for modern IT solutions in the telecom sector. Subsequently, in order to satisfy the demand for advanced IT solutions, the launch of 5G networks incorporates digital & wireless transformation solutions that can drive the CPaaS market in the Middle East & Africa region. Thus, in order to cater to the need for faster data processing, seamless connectivity, and easy retrieval & transferring of data, 5G services have served the purpose, thereby positively impacting the growth of the CPaaS market in the region.

Moreover, the rising collaboration between IT & telecom, and CPaaS providers have proliferated the demand for more customized real-time communication platforms to enhance their business operations. Therefore, it is projected that these initiatives would further accelerate the CPaaS market growth during 2022-27. For instance:

  • In 2019, Zain Jordan, a mobile telecom innovator across the Middle East & North Africa, announced its strategic partnership with Telestax, a CPaaS service provider. The collaboration helped the company to provide a rich application of programming interfaces for organization omnichannel digital transformation across the country.

Regional Landscape

Geographically, Saudi Arabia has shown considerable growth in the Middle East & Africa Communication Platform as a Service (CPaaS) market during 2017-21. As Saudi Arabia's economy is evolving towards digitalization, the CPaaS market is projected to expand rapidly. Moreover, the Saudi Arabian ICT market has gained momentum due to the complexity caused by the use of high-cost hardware infrastructure & continuing advancements in ICT services, cloud software, and digital media. Consequently, small and medium enterprises have adopted a wide range of ICT services, website development, value-added services, customized IVRs, etc., which has positively impacted the country's CPaaS market.

Additionally, the communication platforms enable companies to construct & distribute real-time communication software to provide clients with software tools such as software development kits (SDKs), wrappers, modules, and individual libraries to support the programming process. Moreover, the rising investments in CPaaS by the government, financial institutions, banks, and other companies have created numerous possibilities for many other leading players in the region to take Application Programming Interface (API) services. Probably, the increasing investments around software development for businesses would further elevate the CPaaS market in the forthcoming years.

Recent Developments by Leading Companies

  • In 2022, Infobip entered into strategic collaboration with leading Middle East & Africa telecoms operator, Zain Jordan. Infobip would deliver a unified platform, which includes digital contact center, customer engagement messaging tools & AI driven chatbots as well as a full stack of individually programmable communications channels to Zain. This is likely to help Zain to interact with the customer quickly & safely.
  • In 2021, Unifonic Inc., Riyadh received USD125 million funding from Softbank, and created possibilities for imminent players to adopt CPaaS in their business solutions, thereby, inclining the growth of CPaaS in the upcoming years.

Market Dynamics:

Key Driver

  • Digitalization of Healthcare Across the Region

The rising demand for telehealth & telemedicine has shown significant growth for communication platforms as a service during 2017-2021. Telehealth allows the consumer to receive virtual health services at their doorsteps without physically visiting a clinic or hospital. The demand for telehealth was rapidly increased due to the impact of COVID-19. Furthermore, telehealth is a popular choice among the new generation & tech-savvy population in the region due to its cost-saving, convenience, and intelligent features. Notably, the integration of CPaaS in telehealth, including consultation through video conferencing software, has helped healthcare professionals to provide telemedicine consultations to their patients. Thus, the digitalization of healthcare services is expected to boost the market for Communication Platforms as a service. For instance:

  • In 2021, Dubai Health Authority (DHA) launched the smart healthcare service ‘Doctor for Every Citizen'. The service offers free consultations via telephone & video.

Possible Restraint

  • Increasing Concern for Cyber Threat

The Middle East & Africa has been one of the most affected regions in terms of cyber-attacks on websites, servers, applications, among others. As a result, the reluctance of companies to share sensitive information about codes, syntax, APIs, etc., of their applications with the CPaaS vendors would be a hindrance for companies operating in this domain. Consequently, scaling up their offerings in the region will be a significant task for the companies.

Key Questions Answered in the Market Research Report:

  1. What are the overall statistics or estimates (Overview, Size- By Value, Forecast Numbers, Segmentation, Shares) of the Middle East & Africa Communication Platform as a Service (CPaaS) Market?
  2. What are the country-wise industry size, growth drivers, and challenges?
  3. What are the key innovations, opportunities, current & future trends, and regulations in the Middle East & Africa Communication Platform as a Service (CPaaS) Market?
  4. Who are the key competitors, their key strengths & weaknesses, and how do they perform in the Middle East & Africa Communication Platform as a Service (CPaaS) Market based on the competitive benchmarking matrix?
  5. What are the key results derived from surveys conducted during the Middle East & Africa Communication Platform as a Service (CPaaS) Market study?

Frequently Asked Questions

A. The Middle East & Africa Communication Platform as a Service (CPaaS) Market is expecting around 31% CAGR during 2022-27.

A. IT & telecom are anticipated to emerge as an opportunity area for the leading players in the market during the forecast period.

A. The growth in digitalization of banking operations, expanding e-commerce activities, growth of penetration of digital platforms in the healthcare industry, etc., would be the key growth opportunities for CpaaS solution providers in the forthcoming years.

A. The advent of COVID-19 increased the adoption of CPaaS services & various organizations implemented cloud-based solutions to integrate communication platforms viz., voice, messaging, video, etc., and cloud computing features into their existing business solutions. Consequently, the demand for CPaaS is anticipated to proliferate the region’s CPaaS market in the forecast years.

  1. Market Segmentation
  2. Introduction
    1. Research Process
    2. Assumption
    3. Market Definition
  3. Executive Summary
  4. Impact of COVID-19 on Middle East & Africa Communication Platform as a Service Market
  5. Middle East & Africa Communication Platform as a Service Market Trends & Insights
  6. Middle East & Africa Communication Platform as a Service Market Dynamics
    1. Growth Drivers
    2. Challenges
  7. Middle East & Africa Communication Platform as a Service Market Hotspot and Opportunities
  8. Middle East & Africa Communication Platform as a Service Market Regulation & Policy, By Country
  9. Global Communication Platform as a Service Market Outlook, 2017- 2027
    1. Market Size and Analysis
      1. By Revenues (USD Million)
  10. Middle East Communication Platform as a Service Market Outlook, 2017- 2027
    1. Market Size and Analysis
      1. By Revenues (USD Million)
    2. Market Share and Analysis
      1. By Services
        1. Professional Services
          1. Integration & Implementation
          2. Technical support
          3. Consulting
          4. Support & Maintenance
          5. Others
        2. Managed Services
          1. Hosting services
          2. Managed Communication Services
          3. Others
      2. By Communication Channels
        1. Outbound Voice Calls
        2. Inbound Call Routing
        3. SMS
        4. Multimedia and Video Messaging
        5. Others (Social Media Messaging, Number Masking, WebRTC-based Calling, etc.)
      3. By Enterprise Size
        1. Small and Medium Scale Enterprise
        2. Large Scale Enterprise
      4. By End User
        1. Healthcare
        2. E-commerce and Retail
        3. IT and Telecom
        4. BFSI
        5. Hospitality
        6. Others (Media & Entertainment, Manufacturing, etc.)
      5. By Country
        1. UAE
        2. Saudi Arabia
        3. Qatar
        4. Israel
        5. Pakistan
        6. Turkey
        7. Others
      6. Middle East & Africa Communication Platform as a Service Market, By Company
        1. Competition Characteristics
        2. Revenue Shares
  11. UAE Communication Platform as a Service Market Outlook, 2017- 2027
    1. Market Size and Analysis
      1. By Revenues
    2. Market Share and Analysis
      1. By Services
      2. By Communication Channels
      3. By Enterprise Size
      4. By End User
    3. UAE A2P SMS Traffic (on best effort basis) & Pricing Analysis
  12. Saudi Arabia Communication Platform as a Service Market Outlook, 2017- 2027
    1. Market Size and Analysis
      1. By Revenues
    2. Market Share and Analysis
      1. By Services
      2. By Communication Channels
      3. By Enterprise Size
      4. By End User
    3. Saudi Arabia A2P SMS Traffic (on best effort basis) & Pricing Analysis
  13. Qatar Communication Platform as a Service Market Outlook, 2017- 2027
    1. Market Size and Analysis
      1. By Revenues
    2. Market Share and Analysis
      1. By Services
      2. By Communication Channels
      3. By Enterprise Size
      4. By End User
    3. Qatar A2P SMS Traffic (on best effort basis) & Pricing Analysis
  14. Israel Communication Platform as a Service Market Outlook, 2017- 2027
    1. Market Size and Analysis
      1. By Revenues
    2. Market Share and Analysis
      1. By Services
      2. By Communication Channels
      3. By Enterprise Size
      4. By End User
    3. Israel A2P SMS Traffic (on best effort basis) & Pricing Analysis
  15. Pakistan Communication Platform as a Service Market Outlook, 2017- 2027
    1. Market Size and Analysis
      1. By Revenues
    2. Market Share and Analysis
      1. By Services
      2. By Communication Channels
      3. By Enterprise Size
      4. By End User
    3. Pakistan A2P SMS Traffic (on best effort basis) & Pricing Analysis
  16. Turkey Communication Platform as a Service Market Outlook, 2017- 2027
    1. Market Size and Analysis
      1. By Revenues
    2. Market Share and Analysis
      1. By Services
      2. By Communication Channels
      3. By Enterprise Size
      4. By End User
    3. Turkey A2P SMS Traffic (on best effort basis) & Pricing Analysis
  17. Africa Communication Platform as a Service Market Outlook, 2017- 2027
    1. Market Size and Analysis
      1. By Revenues (USD Million)
    2. Market Share and Analysis
      1. By Services
      2. By Communication Channels
      3. By Enterprise Size
      4. By End User
      5. By Country
        1. South Africa
        2. Egypt
        3. Others
  18. South Africa Communication Platform as a Service Market Outlook, 2017- 2027
    1. Market Size and Analysis
      1. By Revenues
    2. Market Share and Analysis
      1. By Services
      2. By Communication Channels
      3. By Enterprise Size
      4. By End User
    3. South Africa A2P SMS Traffic (on best effort basis) & Pricing Analysis
  19. Egypt Communication Platform as a Service Market Outlook, 2017- 2027
    1. Market Size and Analysis
      1. By Revenues
    2. Market Share and Analysis
      1. By Services
      2. By Communication Channels
      3. By Enterprise Size
      4. By End User
    3. Egypt A2P SMS Traffic (on best effort basis) & Pricing Analysis
  20. Middle East & Africa Communication Platform as a Service Market Key Strategic Imperatives for Success and Growth
  21. Competitive Outlook
    1. Competition Matrix
      1. Application Portfolio
      2. Brand Specialization
      3. Target Markets
      4. Target Applications
      5. Research & Development
      6. Strategic Alliances
      7. Strategic Initiatives
    2. Company Profiles (Business Description, Application Segments, Business Segments, Financials, Strategic Alliances/ Partnerships, Future Plans)
      1. Infobip
      2. RouteSms Solutions FZE
      3. CM.com
      4. Telesign Corporation
      5. Unifonic Inc.
      6. Ericsson (Vonage)
      7. Telestax
      8. Kandy Communications LLC
      9. Karix Mobile Private Limited
      10. CEQUENS
      11. Twilio
      12. CometChat
      13. Others
  22. Disclaimer
Middle East & Africa Communication Platform as a Service Market Segmentation Slide