Middle East & Africa Communications Platform as a Service (CPaaS) Market Insights and Forecast by 2028: Showcasing a CAGR of 20.47% – MarkNtel Advisors

How big is the Middle East & Africa Communications Platform as a Service (CPaaS) market?

According to MarkNtel Advisors study, the Middle East & Africa Communications Platform as a Service (CPaaS) market is projected to grow at a CAGR of around 20.47% during the forecast period, i.e., 2023-28.

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Key Trend: Surging Use of Direct Inward Dialing for Customer Care

The use of Direct Inward Dialing (DID) is a new trend among business establishments in the Middle East as it provides a modern & efficient solution for managing communication needs. DID enables customers to reach the person or department they need directly without having to go through a switchboard or operator. This can improve the customer experience by reducing wait times & providing more personalized service. Owing to this, Emirates Airlines, Dubai Electricity, Oman Arab Bank, etc., have adopted DID to improve their customer care services.

Furthermore, the adoption of DID would continue to contribute to revenue generation as small & medium-sized enterprises (SMEs) in the region are looking forward to adopting these platforms. The incorporation of Direct Inward Dialing (DID) allows them to list different phone numbers for each department on their website or directory, which creates the impression that the business runs a larger operation & can help to increase customer confidence & trust. Additionally, DID is a cost-effective solution that can help small businesses to manage their communication needs more efficiently, which would continue to contribute to revenue generation during the forecast period.

Leading Companies in the Middle East & Africa Communications Platform as a Service (CPaaS) market:

Infobip
RouteSms Solutions FZE
com
Telesign Corporation
Unifonic Inc.
Ericsson (Vonage)
Telestax
Kandy Communications LLC
Karix Mobile Private Limited
CEQUENS
Twilio
CometChat
Others

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Middle East & Africa Communications Platform as a Service (CPaaS) Market Segmentation:

By Services

Professional Services
Integration & Implementation
Technical support
Consulting
Support & Maintenance
Others
Managed Services
Hosting services
Managed Communication Services
Others

By Communication Channels

Outbound Voice Calls
Inbound Call Routing
SMS
Multimedia and Video Messaging
Others (Social Media Messaging, Number Masking, WebRTC-based Calling, etc.)

Among them, SMS held a considerable share of the market in the historical period, and the scenario is expected to be the same during the forecast period as well.

By Enterprise Size

Small and Medium Scale Enterprise
Large Scale Enterprise

By End User

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

Regional/ Countries Insight:

UAE
Saudi Arabia
Qatar
Israel
Pakistan
Turkey
Others

The market in the UAE is expected to grow rapidly in the coming years, driven by the increasing adoption of cloud-based solutions & the growing demand for real-time communication & collaboration tools.

Note: Should you require specific information beyond the current scope of the report, we are prepared to furnish it as part of our customization services.

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