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

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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MarkNtel Advisors is a leading consulting, data analytics, and market research company that provides an extensive range of strategic reports on diverse industry verticals. We being a qualitative & quantitative research company, strive to deliver data to a substantial & varied client base, including multinational corporations, financial institutions, governments, and individuals, among others.

We have our existence across the market for many years and have conducted multi-industry research across 80+ countries, spreading our reach across numerous regions like America, Asia-Pacific, Europe, the Middle East & Africa, etc., and many countries across the regional scale, namely, the US, India, the Netherlands, Saudi Arabia, the UAE, Brazil, and several others.

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