Communication Platform as a Service Market

Communication Platform as a Service Market by Component (Solutions (Message, Voice, Video) and Services (Professional and Managed)), Organization Size (SMEs and Large Enterprises), Vertical and Region - Global Forecast to 2027

Report Code: TC 8527 Jan, 2023, by marketsandmarkets.com

[288 Pages Report] The global communication platform as a service (CPaaS) market size is projected to reach USD 45.3 billion by 2027, at a CAGR of 29.4% during the forecast period. The cost effectiveness of CPaaS solutions is one of the primary factors driving the market growth. Moreover, large enterprises entering the market is driving the adoption of CPaaS solutions.

Communication Platform as a Service Market

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CPaaS Market Dynamics

Driver: Demand for improved customer service and client engagement

Today, most organizations are customer-centric and looking for solutions that better suit customer service. The emergence of CPaaS solutions and services has overcome the drawbacks of traditional systems. Many organizations utilize CPaaS to send customer messages including appointment confirmations and reminders, purchase confirmations, and order tracking. CPaaS Solutions such as chatbots can be used to fulfill customer requests. Furthermore, enterprises demand ease of access to omnichannel service providers with a single integrated API. Therefore, enterprises are adopting to CPaaS solutions to offer enhanced customer service.

Restraint: Security concerns over public cloud

There are many benefits of the public cloud, but there are several concerns over its security that need to be considered by organizations before adopting it. The public cloud is a multi-tenant environment. Due to this, security threats are always there; multitenancy may allow a hacker to view the data or assume the identity of another client to access the data. Furthermore, organizations are well-aware of the compliance regulations that need to be followed. Hence, security concerns related to the public cloud are expected to act as a restraint in the communication platform as a service (CPaaS) market as the majority of CPaaS solutions are deployed on the public cloud.

Opportunity: New channels to transform digital transformation

The new and emerging channels such as Rich Communication Services (RCS) and social media messaging provide vast new opportunities for digital communication. While standard SMS is limited to 160 characters in black and white, the new OTT channels have introduced full rich media experiences including images, videos, group chats, and interactions that smartphone users now take for granted in their person-to-person (P2P) communication with friends and family. This has led to the increasing adoption of CPaaS solutions to manage the complexity and facilitate the opportunities these new technologies present.

Challenge: Security limitations and weakness issues

While CPaaS APIs have given developers tools to integrate real-time communication, such as voice and video communication, into their apps without building interfaces and backend infrastructure, it comes at the cost of decision-making power over API security. The potential for communication platform as a service data breaches not only applies to data in motion such as in the case of real-time voice and video communication, but also to data at rest such as data stored in services at the edge of the network. Without strong security controls, CPaaS companies are vulnerable to fraud attacks.

CPaaS Market Ecosystem

Communication Platform as a Service Market

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By component, the services segment to grow at a higher CAGR during the forecast period

By component, the services segment is expected to grow at a higher CAGR during the forecast period. The services segment has been broadly classified into professional and managed services. The Professional services are further classified into implementation & integration, training & consulting, and support & maintenance. On the other hand, managed services are the services offered by the third-party provider to manage the additional and operational challenges of the enterprise.

By services, the professional services subsegment is expected to account for the largest market size during the forecast period

The professional services subsegment is expected to account for the largest market share among services. The training & consulting services enable the enterprises to choose the best possible solutions and services depending on the company size, requirement, usage, and many more. Support & maintenance services provide the enterprises with technical support, customer support, and backup support to ensure uninterrupted operational activities. With the higher adoption of CPaaS solutions across the industry verticals, the demand for supporting services is also increasing among organizations.

By region, Asia Pacific is expected to record the highest growth during the forecast period

The growth of the market in this region is driven by the rising adoption of cloud and mobility trends in countries such as China, India, and Japan. Government initiatives to promote the digital infrastructure are also driving the adoption of CPaaS solutions in the region. The rapid increase in the adoption of these solutions in the Asia Pacific has made it highly lucrative and one of the fastest-growing markets globally. The increasing demand for converged communication and product differentiation among the service providers are the key factors driving the growth of the communication platform as a service market in this region. The competition in this region is fragmented and the service providers are looking at expanding the base of services to most of the countries in the region as a result of improvements in infrastructure and other business strategy moves. The industries in Asia Pacific demand for a high level of quality, service, uptime, and security related to the CPaaS solutions and services.

Asia Pacific: CPaaS Market Snapshot

Communication Platform as a Service Market Size, and Share

Key Market Players

The report includes the study of key players offering CPaaS solutions and services. The major vendors in the market include Twilio (US), Sinch (Sweden), Avaya (US), Vonage (US), Bandwidth (US), RingCentral (US), TeleSign (US), Infobip (UK), CM.com (Netherlands), and 8x8 (US).

The study includes an in-depth competitive analysis of these key players in the CPaaS market, including their company profiles and strategies undertaken.

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Scope of the Report

Report Metrics

Details

Market size available for years 2018-2027
Base year considered 2021
Forecast period 2022-2027
Forecast units Value (USD Million/Billion)
Segments covered By Component, Organization Size, Vertical, and Region
Regions covered North America, Europe, Asia Pacific, Middle East & Africa, and Latin America
Companies covered Major vendors include Twilio (US), Sinch (Sweden), Avaya (US), Vonage (US), and Bandwidth (US)

This research report categorizes the communication platform as a service market to forecast revenues and analyze trends in each of the following subsegments:

By Component:
  • Solutions
    • Message
      • Short Message Services (SMS)
      • Multimedia Message Services (MMS)
      • Social Channels (WhatsApp, Facebook Messenger, WeChat, and others)
      • Rich Communication Services (RCS)
      • Email
    • Voice
      • Outbound & Inbound Voice Calls
      • Interactive Voice Response (IVR) Calls
      • Voice Over Internet Protocol (VoIP)
      • SIP Trunking Services
      • WebRTC-based Calling
    • Video
      • Video Calling
      • Video Conferencing
      • WebRTC-based Video
    • Other Solutions
      • Security
      • Reporting & Analytics
  • Services
    • Managed Services
    • Professional Services
      • Implementation & Integration
      • Training & Consulting
      • Support & Maintenance
By Organization Size:
  • Large Enterprises
  • Small and Medium-sized Enterprises (SMEs)
By Vertical:
  • Banking, Financial Services, and Insurance (BFSI)
  • Retail & eCommerce
  • IT & Telecom
  • Government
  • Healthcare
  • Education
  • Manufacturing
  • Other Verticals
By Region:
  • North America
    • United States
    • Canada
  • Europe
    • United Kingdom
    • Germany
    • France
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • Rest of Asia Pacific
  • Middle East & Africa
    • United Arab Emirates
    • Kingdom of Saudi Arabia
    • Rest of Middle East & Africa
  • Latin America
    • Brazil
    • Rest of Latin America

Recent Developments:

  • In October 2022, Sinch added the KakaoTalk channel to its Conversation API, which enables omnichannel interaction with customers around the world. This helped businesses to interact with customers in South Korea without worrying about deciphering Korean documents.
  • In September 2022, Vonage launched AI Studio, a low code/no code tool to design, create, and deploy customer engagement solutions that operate in natural language using AI. Vonage AI Studio helps businesses elevate customer engagement through personalized and automated interactions across channels, such as voice, SMS, and messaging apps, such as WhatsApp.
  • In June 2022, Bandwidth partnered with Alianza to accelerate cloud migration for communication service providers (CSPs). Bandwidth's network platform and APIs, along with Alianza's full-stack CSP platform, will enable CSPs to transform their legacy infrastructure and remain competitive by offering high-growth, cloud-based voice, messaging and videoconferencing services.
  • In May 2022, Twilio partnered with Syniverse to drive innovation and accelerate seamless connectivity and engagement. Twilio invested USD 750 million in Syniverse for a minority ownership stake to strengthen its position in the communication platform as a service market.
  • In February 2022, Airtel Africa signed a memorandum of understanding (MoU) with Avaya to deliver effortless customer experiences across the continent. As per the agreement, Airtel Africa would bundle Airtel Africa voice services with the Avaya OneCloud platform, which includes Avaya OneCloud CCaaS, OneCloud UCaaS and OneCloud CPaaS.

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TABLE OF CONTENTS
 
1 INTRODUCTION (Page No. - 38)
    1.1 STUDY OBJECTIVES 
    1.2 MARKET DEFINITION 
           1.2.1 INCLUSIONS & EXCLUSIONS
    1.3 MARKET SCOPE 
           1.3.1 MARKET SEGMENTATION
           1.3.2 REGIONS COVERED
    1.4 YEARS CONSIDERED 
    1.5 CURRENCY CONSIDERED 
           TABLE 1 USD EXCHANGE RATE, 2018–2021
    1.6 STAKEHOLDERS 
 
2 RESEARCH METHODOLOGY (Page No. - 43)
    2.1 RESEARCH DATA 
           FIGURE 1 COMMUNICATION PLATFORM AS A SERVICE MARKET: RESEARCH DESIGN
           2.1.1 SECONDARY DATA
           2.1.2 PRIMARY DATA
                    2.1.2.1 Breakup of primary profiles
                               FIGURE 2 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
                    2.1.2.2 Key industry insights
    2.2 DATA TRIANGULATION 
    2.3 MARKET SIZE ESTIMATION 
           FIGURE 3 COMMUNICATION PLATFORM AS A SERVICE MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
           FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 1 (SUPPLY SIDE): REVENUE OF CPAAS VENDORS OFFERING SOLUTIONS AND SERVICES
           FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH (SUPPLY SIDE) - COLLECTIVE REVENUE OF CPAAS VENDORS
           FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: CAGR PROJECTIONS FROM SUPPLY SIDE
           FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 2 (BOTTOM-UP): REVENUE GENERATED BY CPAAS VENDORS FROM EACH COMPONENT
           FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 2 (DEMAND SIDE): REVENUE GENERATED FROM DIFFERENT APPLICATIONS
    2.4 MARKET FORECAST 
           TABLE 2 FACTOR ANALYSIS
    2.5 RESEARCH ASSUMPTIONS 
    2.6 LIMITATIONS AND RISK ASSESSMENT 
 
3 EXECUTIVE SUMMARY (Page No. - 56)
    FIGURE 9 CPAAS MARKET, 2022–2027 
    FIGURE 10 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER SHARE BY 2027 
    FIGURE 11 MESSAGE SEGMENT TO ACCOUNT FOR LARGEST SHARE BY 2027 
    FIGURE 12 PROFESSIONAL SERVICES SEGMENT TO ACCOUNT FOR LARGER SHARE BY 2027 
    FIGURE 13 IMPLEMENTATION & INTEGRATION SEGMENT TO ACCOUNT FOR LARGEST SHARE BY 2027 
    FIGURE 14 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER SHARE BY 2027 
    FIGURE 15 TOP VERTICALS IN COMMUNICATION PLATFORM AS A SERVICE MARKET, 2020–2027 
    FIGURE 16 MARKET: REGIONAL SNAPSHOT 
 
4 PREMIUM INSIGHTS (Page No. - 63)
    4.1 ATTRACTIVE OPPORTUNITIES FOR PLAYERS IN COMMUNICATION PLATFORM AS A SERVICE MARKET 
           FIGURE 17 RISING DEMAND FOR IMPROVED CUSTOMER SERVICE AND CLIENT ENGAGEMENT
    4.2 MARKET, BY COMPONENT, 2022 VS. 2027 
           FIGURE 18 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER SHARE BY 2027
    4.3 MARKET, BY SOLUTION, 2022 VS. 2027 
           FIGURE 19 MESSAGE SEGMENT TO ACCOUNT FOR LARGEST SHARE BY 2027
    4.4 MARKET, BY SERVICE, 2022 VS. 2027 
           FIGURE 20 PROFESSIONAL SERVICES SEGMENT TO ACCOUNT FOR LARGER SHARE BY 2027
    4.5 MARKET, BY PROFESSIONAL SERVICE, 2022 VS. 2027 
           FIGURE 21 IMPLEMENTATION & INTEGRATION SEGMENT TO ACCOUNT FOR LARGEST SHARE BY 2027
    4.6 MARKET, BY ORGANIZATION SIZE, 2022 VS. 2027 
           FIGURE 22 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER SHARE BY 2027
    4.7 MARKET, BY VERTICAL, 2022 VS. 2027 
           FIGURE 23 IT & TELECOM SEGMENT TO ACCOUNT FOR LARGEST SHARE BY 2027
    4.8 MARKET: REGIONAL SCENARIO, 2022–2027 
           FIGURE 24 ASIA PACIFIC TO EMERGE AS BEST MARKET FOR INVESTMENTS DURING FORECAST PERIOD
 
5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 67)
    5.1 INTRODUCTION 
    5.2 MARKET DYNAMICS 
           FIGURE 25 COMMUNICATION PLATFORM AS A SERVICE MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
           5.2.1 DRIVERS
                    5.2.1.1 Growing demand for improved customer service and client engagement
                    5.2.1.2 Cost-effectiveness of CPaaS solutions
                    5.2.1.3 Enhanced customizability and scalability
                    5.2.1.4 Entry of large enterprises
                    5.2.1.5 Boost in demand for CPaaS solutions after pandemic
                               FIGURE 26 DIGITIZATION IN CUSTOMER INTERACTIONS, 2017–2020
           5.2.2 RESTRAINTS
                    5.2.2.1 Security concerns related to public cloud
                               FIGURE 27 ENTERPRISE HYBRID CLOUD STRATEGIES
           5.2.3 OPPORTUNITIES
                    5.2.3.1 New channels to digital transformation
                               FIGURE 28 GLOBAL UNIQUE MOBILE USER DATA, BY CHANNEL, 2022
                               FIGURE 29 PERCENTAGE SPENDING ON CPAAS SOLUTIONS, BY CHANNEL, 2020–2024
                    5.2.3.2 Emergence of programmable videos
           5.2.4 CHALLENGES
                    5.2.4.1 Vulnerability of CPaaS companies to fraudulent activities
                    5.2.4.2 Poor customer experience due to multiple levels of intermediaries
    5.3 VALUE CHAIN ANALYSIS 
           FIGURE 30 VALUE CHAIN ANALYSIS
    5.4 ECOSYSTEM ANALYSIS 
           FIGURE 31 ECOSYSTEM ANALYSIS
    5.5 PRICING ANALYSIS 
                    TABLE 3 BANDWIDTH: PRICING ANALYSIS, 2022
                    TABLE 4 PLIVO: PRICING ANALYSIS, 2022
                    TABLE 5 TELNYX: PRICING ANALYSIS, 2022
                    TABLE 6 ENABLEX: PRICING ANALYSIS, 2022
    5.6 TECHNOLOGY ANALYSIS 
           5.6.1 MACHINE LEARNING AND ARTIFICIAL INTELLIGENCE
           5.6.2 CLOUD TECHNOLOGY
           5.6.3 5G NETWORK
    5.7 CASE STUDY ANALYSIS 
           5.7.1 PLIVO HELPED FLUENT IMPROVE SMS DELIVERABILITY IN CANADA
           5.7.2 TWILIO HELPED PANERA BREAD EXTEND CONTACTLESS SERVICE AND INCREASE GUEST CHOICE
           5.7.3 MESSAGEBIRD HELPED AMAZON PRIME VIDEO INCREASE CUSTOMER ENGAGEMENT
    5.8 KEY CONFERENCES & EVENTS, 2022–2023 
           TABLE 7 KEY CONFERENCES & EVENTS, 2022–2023
    5.9 PATENT ANALYSIS 
           TABLE 8 PATENTS ANALYSIS, 2020–2022
           TABLE 9 TOP 10 PATENT OWNERS (GLOBAL), 2021
           FIGURE 32 TOP 10 COMPANIES WITH HIGHEST NUMBER OF PATENTS
           FIGURE 33 NUMBER OF PATENTS PUBLISHED, 2011–2021
    5.10 PORTER’S FIVE FORCES ANALYSIS 
           TABLE 10 PORTER’S FIVE FORCES ANALYSIS
           5.10.1 THREAT FROM NEW ENTRANTS
           5.10.2 THREAT FROM SUBSTITUTES
           5.10.3 BARGAINING POWER OF SUPPLIERS
           5.10.4 BARGAINING POWER OF BUYERS
           5.10.5 INTENSITY OF COMPETITIVE RIVALRY
                    FIGURE 34 PORTER’S FIVE FORCES ANALYSIS
    5.11 TARIFF & REGULATORY LANDSCAPE 
           5.11.1 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 11 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 12 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 13 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 14 ROW: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
           5.11.2 REGULATORY IMPLICATIONS AND INDUSTRY STANDARDS
           5.11.3 GENERAL DATA PROTECTION REGULATION
           5.11.4 SEC RULE 17A-4
           5.11.5 ISO/IEC 27001
           5.11.6 SYSTEM AND ORGANIZATION CONTROLS 2 TYPE II COMPLIANCE
           5.11.7 FINANCIAL INDUSTRY REGULATORY AUTHORITY
           5.11.8 FREEDOM OF INFORMATION ACT
           5.11.9 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT
    5.12 TRENDS/DISRUPTIONS IMPACTING BUYERS 
                    FIGURE 35 TRENDS/DISRUPTIONS IMPACTING BUYERS
    5.13 KEY STAKEHOLDERS & BUYING CRITERIA 
           5.13.1 KEY STAKEHOLDERS IN BUYING PROCESS
                    FIGURE 36 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR END-USERS
                    TABLE 15 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR END-USERS
           5.13.2 BUYING CRITERIA
                    FIGURE 37 KEY BUYING CRITERIA FOR END-USERS
                    TABLE 16 KEY BUYING CRITERIA FOR END-USERS
 
6 COMMUNICATION PLATFORM AS A SERVICE MARKET, BY COMPONENT (Page No. - 94)
    6.1 INTRODUCTION 
           6.1.1 COMPONENTS: MARKET DRIVERS
                    FIGURE 38 SERVICES SEGMENT TO GROW AT HIGHER CAGR BY 2027
                    TABLE 17 MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                    TABLE 18 MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
    6.2 SOLUTIONS 
           FIGURE 39 VIDEO SEGMENT TO GROW AT HIGHEST CAGR BY 2027
           TABLE 19 MARKET, BY SOLUTION, 2018–2021 (USD MILLION)
           TABLE 20 MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
           TABLE 21 SOLUTIONS: MARKET, BY REGION, 2018–2021 (USD MILLION)
           TABLE 22 SOLUTIONS: MARKET, BY REGION, 2022–2027 (USD MILLION)
           6.2.1 MESSAGE
                    6.2.1.1 Increasing need for advanced messaging capabilities
                               TABLE 23 MESSAGE: MARKET, BY REGION, 2018–2021 (USD MILLION)
                               TABLE 24 MESSAGE: MARKET, BY REGION, 2022–2027 (USD MILLION)
                    6.2.1.2 Short message service (SMS)
                    6.2.1.3 Multimedia messaging service (MMS)
                    6.2.1.4 Social channels
                    6.2.1.5 Rich communication services (RCS)
                    6.2.1.6 Email
           6.2.2 VOICE
                    6.2.2.1 Advanced voice communication APIs enhance customer service
                               TABLE 25 VOICE: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY REGION, 2018–2021 (USD MILLION)
                               TABLE 26 VOICE: MARKET, BY REGION, 2022–2027 (USD MILLION)
                    6.2.2.2 Outbound & inbound voice calls
                    6.2.2.3 Interactive voice response (IVR)
                    6.2.2.4 Voice over internet protocol (VoIP)
                    6.2.2.5 SIP trunking services
                    6.2.2.6 WebRTC-based calling
           6.2.3 VIDEO
                    6.2.3.1 Rising preference for in-person communication
                               TABLE 27 VIDEO: MARKET, BY REGION, 2018–2021 (USD MILLION)
                               TABLE 28 VIDEO: MARKET, BY REGION, 2022–2027 (USD MILLION)
                    6.2.3.2 Video calling
                    6.2.3.3 Video conferencing
                    6.2.3.4 WebRTC-based video
           6.2.4 OTHER SOLUTIONS
                    TABLE 29 OTHER SOLUTIONS: MARKET, BY REGION, 2018–2021 (USD MILLION)
                    TABLE 30 OTHER SOLUTIONS: MARKET, BY REGION, 2022–2027 (USD MILLION)
    6.3 SERVICES 
           FIGURE 40 MANAGED SERVICES SEGMENT TO GROW AT HIGHER CAGR BY 2027
                    TABLE 31 COMMUNICATION PLATFORM AS A SERVICE MARKET, BY SERVICE, 2018–2021 (USD MILLION)
           TABLE 32 MARKET, BY SERVICE, 2022–2027 (USD MILLION)
           TABLE 33 SERVICES: MARKET, BY REGION, 2018–2021 (USD MILLION)
           TABLE 34 SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
           6.3.1 PROFESSIONAL SERVICES
                    6.3.1.1 Rising preference for innovative communication solutions
                               FIGURE 41 SUPPORT & MAINTENANCE SEGMENT TO GROW AT HIGHEST CAGR BY 2027
                               TABLE 35 MARKET, BY PROFESSIONAL SERVICE, 2018–2021 (USD MILLION)
                               TABLE 36 MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)
                               TABLE 37 PROFESSIONAL SERVICES: MARKET, BY REGION, 2018–2021 (USD MILLION)
                    TABLE 38 PROFESSIONAL SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
                    6.3.1.2 Implementation & integration services
                               TABLE 39 IMPLEMENTATION & INTEGRATION SERVICES: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY REGION, 2018–2021 (USD MILLION)
                               TABLE 40 IMPLEMENTATION & INTEGRATION SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
                    6.3.1.3 Training & consulting services
                               TABLE 41 TRAINING & CONSULTING SERVICES: MARKET, BY REGION, 2018–2021 (USD MILLION)
                               TABLE 42 TRAINING & CONSULTING SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
                    6.3.1.4 Support & maintenance services
                               TABLE 43 SUPPORT & MAINTENANCE SERVICES: MARKET, BY REGION, 2018–2021 (USD MILLION)
                               TABLE 44 SUPPORT & MAINTENANCE SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
           6.3.2 MANAGED SERVICES
                    6.3.2.1 Growing need to reduce workload on IT workforce to ensure business continuity
                               TABLE 45 MANAGED SERVICES: MARKET, BY REGION, 2018–2021 (USD MILLION)
                               TABLE 46 MANAGED SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
 
7 COMMUNICATION PLATFORM AS A SERVICE MARKET, BY ORGANIZATION SIZE (Page No. - 113)
    7.1 INTRODUCTION 
           7.1.1 ORGANIZATION SIZES: MARKET DRIVERS
                    FIGURE 42 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO GROW AT HIGHER CAGR BY 2027
                    TABLE 47 MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                    TABLE 48 MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
    7.2 LARGE ENTERPRISES 
           7.2.1 INCREASING DEMAND FOR AFFORDABILITY AND HIGH ECONOMIES OF SCALE
                    TABLE 49 LARGE ENTERPRISES: MARKET, BY REGION, 2018–2021 (USD MILLION)
                    TABLE 50 LARGE ENTERPRISES: MARKET, BY REGION, 2022–2027 (USD MILLION)
    7.3 SMALL AND MEDIUM-SIZED ENTERPRISES 
           7.3.1 RISING NEED FOR COST-EFFECTIVE SOLUTIONS AMONG SMES
                    TABLE 51 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET, BY REGION, 2018–2021 (USD MILLION)
                    TABLE 52 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET, BY REGION, 2022–2027 (USD MILLION)
 
8 COMMUNICATION PLATFORM AS A SERVICE MARKET, BY VERTICAL (Page No. - 118)
    8.1 INTRODUCTION 
           8.1.1 VERTICALS: MARKET DRIVERS
                    FIGURE 43 RETAIL & ECOMMERCE SEGMENT TO GROW AT HIGHEST CAGR BY 2027
                    TABLE 53 MARKET, BY VERTICAL, 2018–2021 (USD MILLION)
                    TABLE 54 MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
    8.2 BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI) 
           8.2.1 RISING NEED FOR EFFECTIVE CUSTOMER ENGAGEMENT IN BANKING AND FINANCIAL INDUSTRY
                    TABLE 55 BFSI: MARKET, BY REGION, 2018–2021 (USD MILLION)
                    TABLE 56 BFSI: MARKET, BY REGION, 2022–2027 (USD MILLION)
    8.3 RETAIL & ECOMMERCE 
           8.3.1 GROWING DEMAND FOR REAL-TIME PROACTIVE RESPONSES USING SOCIAL MEDIA AND VIDEO COMMUNICATION
                    TABLE 57 RETAIL & ECOMMERCE: MARKET, BY REGION, 2018–2021 (USD MILLION)
                    TABLE 58 RETAIL & ECOMMERCE: MARKET, BY REGION, 2022–2027 (USD MILLION)
    8.4 IT & TELECOM 
           8.4.1 INCREASING DEMAND FOR FLEXIBILITY AND SCALABILITY IN CORE BUSINESS TASKS
                    TABLE 59 IT & TELECOM: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY REGION, 2018–2021 (USD MILLION)
                    TABLE 60 IT & TELECOM: MARKET, BY REGION, 2022–2027 (USD MILLION)
    8.5 GOVERNMENT 
           8.5.1 RISING NEED FOR RELIABLE COMMUNICATION SERVICES TO EMPOWER CITIZENS
                    TABLE 61 GOVERNMENT: MARKET, BY REGION, 2018–2021 (USD MILLION)
                    TABLE 62 GOVERNMENT: MARKET, BY REGION, 2022–2027 (USD MILLION)
    8.6 HEALTHCARE 
           8.6.1 VIDEO AND AUDIO INTERACTIONS ACHIEVE EFFECTIVE PATIENT CARE
                    TABLE 63 HEALTHCARE: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY REGION, 2018–2021 (USD MILLION)
                    TABLE 64 HEALTHCARE: MARKET, BY REGION, 2022–2027 (USD MILLION)
    8.7 EDUCATION 
           8.7.1 INSTANT MESSAGING AND VIDEO CONFERENCING PROVIDE STUDENTS WITH FLEXIBILITY
                    TABLE 65 EDUCATION: MARKET, BY REGION, 2018–2021 (USD MILLION)
                    TABLE 66 EDUCATION:MARKET, BY REGION, 2022–2027 (USD MILLION)
    8.8 MANUFACTURING 
           8.8.1 GROWING NEED TO CONNECT DISPARATE LOCATIONS AND ENHANCE BUSINESS PROCESS EFFICIENCY
                    TABLE 67 MANUFACTURING: MARKET, BY REGION, 2018–2021 (USD MILLION)
                    TABLE 68 MANUFACTURING: MARKET, BY REGION, 2022–2027 (USD MILLION)
                    8.9 OTHER VERTICALS
                               TABLE 69 OTHER VERTICALS: MARKET, BY REGION, 2018–2021 (USD MILLION)
                               TABLE 70 OTHER VERTICALS: MARKET, BY REGION, 2022–2027 (USD MILLION)
 
9 COMMUNICATION PLATFORM AS A SERVICE MARKET, BY REGION (Page No. - 131)
    9.1 INTRODUCTION 
           FIGURE 44 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SIZE IN 2027
           FIGURE 45 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
           TABLE 71 MARKET, BY REGION, 2018–2021 (USD MILLION)
           TABLE 72 MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.2 NORTH AMERICA 
           TABLE 73 NORTH AMERICA: PESTLE ANALYSIS
           9.2.1 NORTH AMERICA: MARKET DRIVERS
                    FIGURE 46 NORTH AMERICA: MARKET SNAPSHOT
                    TABLE 74 NORTH AMERICA: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                    TABLE 75 NORTH AMERICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                    TABLE 76 NORTH AMERICA: MARKET, BY SOLUTION, 2018–2021 (USD MILLION)
                    TABLE 77 NORTH AMERICA: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
                    TABLE 78 NORTH AMERICA: MARKET, BY SERVICE, 2018–2021 (USD MILLION)
                    TABLE 79 NORTH AMERICA: MARKET, BY SERVICE, 2022–2027 (USD MILLION)
                    TABLE 80 NORTH AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2018–2021 (USD MILLION)
                    TABLE 81 NORTH AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)
                    TABLE 82 NORTH AMERICA: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                    TABLE 83 NORTH AMERICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                    TABLE 84 NORTH AMERICA: MARKET, BY VERTICAL, 2018–2021 (USD MILLION)
                    TABLE 85 NORTH AMERICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
                    TABLE 86 NORTH AMERICA: MARKET, BY COUNTRY, 2018–2021 (USD MILLION)
                    TABLE 87 NORTH AMERICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
           9.2.2 US
                    9.2.2.1 Availability of robust telecom and cloud infrastructure
                               TABLE 88 US: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                               TABLE 89 US: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                               TABLE 90 US: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                               TABLE 91 US: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
           9.2.3 CANADA
                    9.2.3.1 Increasing demand for enhanced customer engagement
                               TABLE 92 CANADA: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                               TABLE 93 CANADA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                               TABLE 94 CANADA: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                               TABLE 95 CANADA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
    9.3 EUROPE 
           TABLE 96 EUROPE: PESTLE ANALYSIS
           9.3.1 EUROPE: COMMUNICATION PLATFORM AS A SERVICE MARKET DRIVERS
                    TABLE 97 EUROPE: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                    TABLE 98 EUROPE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                    TABLE 99 EUROPE: MARKET, BY SOLUTION, 2018–2021 (USD MILLION)
                    TABLE 100 EUROPE: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
                    TABLE 101 EUROPE: MARKET, BY SERVICE, 2018–2021 (USD MILLION)
                    TABLE 102 EUROPE: MARKET, BY SERVICE, 2022–2027 (USD MILLION)
                    TABLE 103 EUROPE: MARKET, BY PROFESSIONAL SERVICE, 2018–2021 (USD MILLION)
                    TABLE 104 EUROPE: MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)
                    TABLE 105 EUROPE: COMMUNICATION PLATFORM AS A MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                    TABLE 106 EUROPE: COMMUNICATION PLATFORM AS A MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                    TABLE 107 EUROPE: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY VERTICAL, 2018–2021 (USD MILLION)
                               TABLE 108 EUROPE: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
                    TABLE 109 EUROPE: MARKET, BY COUNTRY, 2018–2021 (USD MILLION)
                    TABLE 110 EUROPE: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
           9.3.2 UK
                    9.3.2.1 Growing adoption of cloud and AI technologies
                               TABLE 111 UK: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                               TABLE 112 UK: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                               TABLE 113 UK: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                               TABLE 114 UK: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
FALSE
                    9.3.3.1 Investment in advanced technologies favorable to business environment
                               TABLE 115 GERMANY: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                               TABLE 116 GERMANY: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                               TABLE 117 GERMANY: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                               TABLE 118 GERMANY: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
           9.3.4 FRANCE
                    9.3.4.1 Rising growth opportunities in cloud-based services
                               TABLE 119 FRANCE: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                               TABLE 120 FRANCE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                               TABLE 121 FRANCE: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                               TABLE 122 FRANCE: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
           9.3.5 REST OF EUROPE
                    TABLE 123 REST OF EUROPE: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                    TABLE 124 REST OF EUROPE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                    TABLE 125 REST OF EUROPE: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                    TABLE 126 REST OF EUROPE: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
    9.4 ASIA PACIFIC 
           TABLE 127 ASIA PACIFIC: PESTLE ANALYSIS
           9.4.1 ASIA PACIFIC: COMMUNICATION PLATFORM AS A SERVICE MARKET DRIVERS
                    FIGURE 47 ASIA PACIFIC: MARKET SNAPSHOT
                    TABLE 128 ASIA PACIFIC: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                    TABLE 129 ASIA PACIFIC: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                    TABLE 130 ASIA PACIFIC: MARKET, BY SOLUTION, 2018–2021 (USD MILLION)
                    TABLE 131 ASIA PACIFIC: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
                    TABLE 132 ASIA PACIFIC: MARKET, BY SERVICE, 2018–2021 (USD MILLION)
                    TABLE 133 ASIA PACIFIC: MARKET, BY SERVICE, 2022–2027 (USD MILLION)
                    TABLE 134 ASIA PACIFIC: MARKET, BY PROFESSIONAL SERVICE, 2018–2021 (USD MILLION)
                    TABLE 135 ASIA PACIFIC: MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)
                    TABLE 136 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                    TABLE 137 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                    TABLE 138 ASIA PACIFIC: MARKET, BY VERTICAL, 2018–2021 (USD MILLION)
                    TABLE 139 ASIA PACIFIC: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
                    TABLE 140 ASIA PACIFIC: MARKET, BY COUNTRY, 2018–2021 (USD MILLION)
                    TABLE 141 ASIA PACIFIC: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
           9.4.2 CHINA
                    9.4.2.1 Growing need to add agility to business processes
                               TABLE 142 CHINA: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                               TABLE 143 CHINA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                               TABLE 144 CHINA: COMMUNICATION PLATFORM AS A SERVICE, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                               TABLE 145 CHINA: COMMUNICATION PLATFORM AS A SERVICE, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
           9.4.3 JAPAN
                    9.4.3.1 Increasing investments in R&D
                               TABLE 146 JAPAN: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                               TABLE 147 JAPAN: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                               TABLE 148 JAPAN: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                               TABLE 149 JAPAN: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
           9.4.4 INDIA
                    9.4.4.1 Growing adoption of new technologies
                               TABLE 150 INDIA: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                               TABLE 151 INDIA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                               TABLE 152 INDIA: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                               TABLE 153 INDIA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
           9.4.5 REST OF ASIA PACIFIC
                    TABLE 154 REST OF ASIA PACIFIC: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                    TABLE 155 REST OF ASIA PACIFIC: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                    TABLE 156 REST OF ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                    TABLE 157 REST OF ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
    9.5 MIDDLE EAST & AFRICA 
           TABLE 158 MIDDLE EAST & AFRICA: PESTLE ANALYSIS
           9.5.1 MIDDLE EAST & AFRICA: MARKET DRIVERS
                    TABLE 159 MIDDLE EAST & AFRICA: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                    TABLE 160 MIDDLE EAST & AFRICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                    TABLE 161 MIDDLE EAST & AFRICA: MARKET, BY SOLUTION, 2018–2021 (USD MILLION)
                    TABLE 162 MIDDLE EAST & AFRICA: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
                    TABLE 163 MIDDLE EAST & AFRICA: MARKET, BY SERVICE, 2018–2021 (USD MILLION)
                    TABLE 164 MIDDLE EAST & AFRICA: MARKET, BY SERVICE, 2022–2027 (USD MILLION)
                    TABLE 165 MIDDLE EAST & AFRICA: MARKET, BY PROFESSIONAL SERVICE, 2018–2021 (USD MILLION)
                    TABLE 166 MIDDLE EAST & AFRICA: MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)
                    TABLE 167 MIDDLE EAST & AFRICA: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                    TABLE 168 MIDDLE EAST & AFRICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                    TABLE 169 MIDDLE EAST & AFRICA: MARKET, BY VERTICAL, 2018–2021 (USD MILLION)
                    TABLE 170 MIDDLE EAST & AFRICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
                    TABLE 171 MIDDLE EAST & AFRICA: MARKET, BY COUNTRY, 2018–2021 (USD MILLION)
                    TABLE 172 MIDDLE EAST & AFRICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
           9.5.2 SAUDI ARABIA
                    9.5.2.1 Increasing number of internet users
                               TABLE 173 SAUDI ARABIA: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                               TABLE 174 SAUDI ARABIA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                               TABLE 175 SAUDI ARABIA: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                               TABLE 176 SAUDI ARABIA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
           9.5.3 UAE
                    9.5.3.1 Rising need for low IT costs and high scalability
                               TABLE 177 UAE: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                               TABLE 178 UAE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                               TABLE 179 UAE: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                               TABLE 180 UAE: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
           9.5.4 REST OF MIDDLE EAST & AFRICA
                    TABLE 181 REST OF MIDDLE EAST & AFRICA: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                    TABLE 182 REST OF MIDDLE EAST & AFRICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                    TABLE 183 REST OF MIDDLE EAST & AFRICA: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                    TABLE 184 REST OF MIDDLE EAST & AFRICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
    9.6 LATIN AMERICA 
           TABLE 185 LATIN AMERICA: PESTLE ANALYSIS
           9.6.1 LATIN AMERICA: COMMUNICATION PLATFORM AS A SERVICE MARKET DRIVERS
                    TABLE 186 LATIN AMERICA: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                    TABLE 187 LATIN AMERICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                    TABLE 188 LATIN AMERICA: MARKET, BY SOLUTION, 2018–2021 (USD MILLION)
                    TABLE 189 LATIN AMERICA: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
                    TABLE 190 LATIN AMERICA: MARKET, BY SERVICE, 2018–2021 (USD MILLION)
                    TABLE 191 LATIN AMERICA: MARKET, BY SERVICE, 2022–2027 (USD MILLION)
                    TABLE 192 LATIN AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2018–2021 (USD MILLION)
                    TABLE 193 LATIN AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)
                    TABLE 194 LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                    TABLE 195 LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                    TABLE 196 LATIN AMERICA: MARKET, BY VERTICAL, 2018–2021 (USD MILLION)
                    TABLE 197 LATIN AMERICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
                    TABLE 198 LATIN AMERICA: MARKET, BY COUNTRY, 2018–2021 (USD MILLION)
                    TABLE 199 LATIN AMERICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
           9.6.2 BRAZIL
                    9.6.2.1 Growing digitalization
                               TABLE 200 BRAZIL: COMMUNICATION PLATFORM AS A SERVICE MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                               TABLE 201 BRAZIL: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                               TABLE 202 BRAZIL: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                               TABLE 203 BRAZIL: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
           9.6.3 REST OF LATIN AMERICA
                    TABLE 204 REST OF LATIN AMERICA: MARKET, BY COMPONENT, 2018–2021 (USD MILLION)
                    TABLE 205 REST OF LATIN AMERICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                    TABLE 206 REST OF LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2018–2021 (USD MILLION)
                    TABLE 207 REST OF LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
 
10 COMPETITIVE LANDSCAPE (Page No. - 186)
     10.1 OVERVIEW 
     10.2 MARKET EVALUATION FRAMEWORK 
               FIGURE 48 MARKET EVALUATION FRAMEWORK, 2020–2022
     10.3 STRATEGIES ADOPTED BY KEY PLAYERS 
               TABLE 208 STRATEGIES ADOPTED BY KEY PLAYERS
     10.4 REVENUE ANALYSIS 
               FIGURE 49 HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS, 2019–2021 (USD MILLION)
     10.5 MARKET SHARE ANALYSIS 
               FIGURE 50 MARKET SHARE ANALYSIS, 2021
               TABLE 209 INTENSITY OF COMPETITIVE RIVALRY
     10.6 EVALUATION QUADRANT FOR KEY PLAYERS, 2022 
               TABLE 210 EVALUATION QUADRANT FOR KEY PLAYERS, 2022
             10.6.1 STARS
             10.6.2 EMERGING LEADERS
             10.6.3 PERVASIVE PLAYERS
             10.6.4 PARTICIPANTS
                       FIGURE 51 EVALUATION MATRIX FOR KEY PLAYERS, 2022
             10.6.5 COMPANY PRODUCT FOOTPRINT ANALYSIS
                       TABLE 211 COMPANY OVERALL FOOTPRINT
                       TABLE 212 COMPANY FOOTPRINT, BY COMPONENT
                       TABLE 213 COMPANY FOOTPRINT, BY VERTICAL
                       TABLE 214 COMPANY FOOTPRINT, BY REGION
     10.7 RANKING OF KEY PLAYERS 
               FIGURE 52 RANKING OF KEY PLAYERS, 2021
     10.8 EVALUATION MATRIX FOR STARTUPS/SMES, 2022 
               FIGURE 53 EVALUATION MATRIX FOR STARTUPS/SMES: CRITERIA WEIGHTAGE
             10.8.1 PROGRESSIVE COMPANIES
             10.8.2 RESPONSIVE COMPANIES
             10.8.3 DYNAMIC COMPANIES
             10.8.4 STARTING BLOCKS
                       FIGURE 54 EVALUATION MATRIX FOR STARTUPS/SMES, 2022
             10.8.5 COMPETITIVE BENCHMARKING
                       TABLE 215 DETAILED LIST OF KEY STARTUP/SMES
                       TABLE 216 COMPETITIVE BENCHMARKING OF STARTUPS/SMES
     10.9 KEY MARKET DEVELOPMENTS 
             10.9.1 PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 217 PRODUCT LAUNCHES & ENHANCEMENTS, 2020–2022
             10.9.2 DEALS
                       TABLE 218 DEALS, 2020–2022
             10.9.3 OTHERS
                       TABLE 219 OTHERS, 2020
 
11 COMPANY PROFILES (Page No. - 214)
(Business Overview, Products/Solutions/Services Offered, Recent Developments, MnM view (Key strengths/Right to win, Strategic choices made, Weakness/competitive threats)*
     11.1 INTRODUCTION 
     11.2 KEY PLAYERS 
             11.2.1 TWILIO
                       TABLE 220 TWILIO: BUSINESS OVERVIEW
                       FIGURE 55 TWILIO: COMPANY SNAPSHOT
                       TABLE 221 TWILIO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 222 TWILIO: PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 223 TWILIO: DEALS
             11.2.2 SINCH
                       TABLE 224 SINCH: BUSINESS OVERVIEW
                       FIGURE 56 SINCH: COMPANY SNAPSHOT
                       TABLE 225 SINCH: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 226 SINCH: PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 227 SINCH: DEALS
             11.2.3 AVAYA
                       TABLE 228 AVAYA: BUSINESS OVERVIEW
                       FIGURE 57 AVAYA: COMPANY SNAPSHOT
                       TABLE 229 AVAYA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 230 AVAYA: PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 231 AVAYA: DEALS
             11.2.4 VONAGE
                       TABLE 232 VONAGE: BUSINESS OVERVIEW
                       TABLE 233 VONAGE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 234 VONAGE: PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 235 VONAGE: DEALS
             11.2.5 BANDWIDTH
                       TABLE 236 BANDWIDTH: BUSINESS OVERVIEW
                       FIGURE 58 BANDWIDTH: COMPANY SNAPSHOT
                       TABLE 237 BANDWIDTH: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 238 BANDWIDTH: DEALS
                       TABLE 239 BANDWIDTH: OTHERS
             11.2.6 RINGCENTRAL
                       TABLE 240 RINGCENTRAL: BUSINESS OVERVIEW
                       FIGURE 59 RINGCENTRAL: COMPANY SNAPSHOT
                       TABLE 241 RINGCENTRAL: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 242 RINGCENTRAL: PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 243 RINGCENTRAL: DEALS
             11.2.7 TELESIGN
                       TABLE 244 TELESIGN: BUSINESS OVERVIEW
                       TABLE 245 TELESIGN: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 246 TELESIGN: PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 247 TELESIGN: DEALS
             11.2.8 INFOBIP
                       TABLE 248 INFOBIP: BUSINESS OVERVIEW
                       TABLE 249 INFOBIP: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 250 INFOBIP: DEALS
             11.2.9 CM.COM
                       TABLE 251 CM.COM: BUSINESS OVERVIEW
                       FIGURE 60 CM.COM: COMPANY SNAPSHOT
                       TABLE 252 CM.COM: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 253 CM.COM: PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 254 CM.COM: DEALS
             11.2.10 8X8
                       TABLE 255 8X8: BUSINESS OVERVIEW
                       FIGURE 61 8X8: COMPANY SNAPSHOT
                       TABLE 256 8X8: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 257 8X8: PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 258 8X8: DEALS
     11.3 OTHER PLAYERS 
             11.3.1 SYNIVERSE
             11.3.2 AWS
             11.3.3 LINK MOBILITY
             11.3.4 TANLA
             11.3.5 KALEYRA
             11.3.6 TELNYX
             11.3.7 DOLBY.IO
             11.3.8 ROUTE MOBILE
             11.3.9 MICROSOFT
             11.3.10 MESSAGEBIRD
     11.4 STARTUPS/SMES 
             11.4.1 PLIVO
             11.4.2 BOTMAKER
             11.4.3 ENABLEX.IO
             11.4.4 TEXTUS
             11.4.5 VOXVALLEY
             11.4.6 VIDYO
             11.4.7 VOXIMPLANT
             11.4.8 MOBTEXTING
             11.4.9 NUSO
             11.4.10 IOTUM
 
*Details on Business Overview, Products/Solutions/Services Offered, Recent Developments, MnM view (Key strengths/Right to win, Strategic choices made, Weakness/competitive threats)* might not be captured in case of unlisted companies.
 
12 ADJACENT MARKETS (Page No. - 273)
     12.1 INTRODUCTION TO ADJACENT MARKETS 
               TABLE 259 ADJACENT MARKETS AND FORECASTS
     12.2 LIMITATIONS 
     12.3 CLOUD COMMUNICATION PLATFORM MARKET 
             12.3.1 CLOUD COMMUNICATION PLATFORM MARKET, BY SOLUTION
                       TABLE 260 CLOUD COMMUNICATION PLATFORM MARKET, BY SOLUTION, 2014–2021 (USD MILLION)
             12.3.2 CLOUD COMMUNICATION PLATFORM MARKET, BY SERVICE
                       TABLE 261 CLOUD COMMUNICATION PLATFORM MARKET, BY SERVICE, 2014–2021 (USD MILLION)
             12.3.3 CLOUD COMMUNICATION PLATFORM MARKET, BY ORGANIZATION SIZE
                       TABLE 262 CLOUD COMMUNICATION PLATFORM MARKET, BY ORGANIZATION SIZE, 2014–2021 (USD MILLION)
             12.3.4 CLOUD COMMUNICATION PLATFORM MARKET, BY VERTICAL
                       TABLE 263 CLOUD COMMUNICATION PLATFORM MARKET, BY VERTICAL, 2014–2021 (USD MILLION)
             12.3.5 CLOUD COMMUNICATION PLATFORM MARKET, BY REGION
                       TABLE 264 CLOUD COMMUNICATION PLATFORM MARKET, BY REGION, 2014–2021 (USD MILLION)
     12.4 UNIFIED COMMUNICATION AS A SERVICE MARKET 
             12.4.1 UNIFIED COMMUNICATION AS A SERVICE MARKET, BY COMPONENT
                       TABLE 265 UNIFIED COMMUNICATION AS A SERVICE MARKET, BY COMPONENT, 2017–2024 (USD MILLION)
             12.4.2 UNIFIED COMMUNICATION AS A SERVICE MARKET, BY ORGANIZATION SIZE
                       TABLE 266 UNIFIED COMMUNICATION AS A SERVICE MARKET, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)
             12.4.3 UNIFIED COMMUNICATION AS A SERVICE MARKET, BY VERTICAL
                       TABLE 267 UNIFIED COMMUNICATION AS A SERVICE MARKET, BY VERTICAL, 2017–2024 (USD MILLION)
             12.4.4 UNIFIED COMMUNICATION AS A SERVICE MARKET, BY REGION
                       TABLE 268 UNIFIED COMMUNICATION AS A SERVICE MARKET, BY REGION, 2017–2024 (USD MILLION)
 
13 APPENDIX (Page No. - 280)
     13.1 DISCUSSION GUIDE 
     13.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 
     13.3 CUSTOMIZATION OPTIONS 
     13.4 RELATED REPORTS 
     13.5 AUTHOR DETAILS 

The study involves four major activities in estimating the current size of the communication platform as a service market. Exhaustive secondary research was done to collect information on the market, peer market, and parent market. The next step was to validate these findings, assumptions, and sizing with industry experts across the value chain using primary research. Both top-down and bottom-up approaches were employed to estimate the total market size. After that, the market breakdown and data triangulation procedures were used to estimate the market size of the segments and sub-segments of the CPaaS market.

Secondary Research

The market size of companies offering CPaaS solutions and services was arrived at based on the secondary data available through paid and unpaid sources, by analyzing the product portfolios of major companies in the ecosystem, and by rating the companies based on their product capabilities and business strategies.

In the secondary research process, various sources were referred to for identifying and collecting information for the study. The secondary sources included annual reports, press releases, investor presentations of companies, and product data sheets, white papers, journals, certified publications, and articles from recognized authors, government websites, directories, and databases.

Secondary research was used to obtain key information about the industry’s supply chain, the total pool of key players, market classification and segmentation according to industry trends to the bottom-most level, regional markets, and key developments from both market- and technology-oriented perspectives, all of which were further validated by primary sources.

Primary Research

In the primary research process, various primary sources from both supply and demand sides were interviewed to obtain qualitative and quantitative information for this report. The primary sources from the supply side included industry experts, such as Chief Executive Officers (CEOs), Vice Presidents (VPs), marketing directors, technology and innovation directors, and related key executives from various key companies and organizations operating in the CPaaS market.

Primary interviews were conducted to gather insights, such as market statistics, the latest trends disrupting the market, new use cases implemented, data of revenue collected from products and services, market breakups, market size estimations, market forecasts, and data triangulation. Primary research also helped in understanding various trends related to technologies, segmentation types, industry trends, and regions. Demand-side stakeholders, such as Chief Information Officers (CIOs), Chief Technology Officers (CTOs), Chief Security Officers (CSOs); the installation teams of governments/end users using CPaaS solutions and services; and digital initiatives project teams, were interviewed to understand the buyer’s perspective on suppliers, products, service providers, and their current use of solutions solutions affecting the overall communication platform as a service market.

Communication Platform as a Service Market Size, and Share

To know about the assumptions considered for the study, download the pdf brochure

Market Size Estimation

Top-down and bottom-up approaches were used to estimate and validate the size of the CPaaS market and various other dependent subsegments. The research methodology used to estimate the market size included the following details:

  • The key players in the market were identified through secondary research, and their revenue contributions in the respective countries were determined through primary and secondary research.
  • This entire procedure included the study of the annual and financial reports of top market players and extensive interviews for key insights from industry leaders, such as Chief Executive Officers (CEOs), VPs, directors, and marketing executives.
  • All percentage splits and breakups were determined using secondary sources and verified through primary sources.

In the bottom-up approach, the adoption trend of CPaaS solutions and services among industry verticals in key countries with respect to regions that contribute to most of the market share was identified. For cross-validation, the adoption trend of CPaaS solution and services, along with different use cases with respect to their business segments, was identified and extrapolated. Weightage was given to the use cases identified in different solution areas for the calculation. An exhaustive list of all vendors offering solutions and services in the CPaaS market was prepared. The revenue contribution of all vendors in the market was estimated through annual reports, press releases, funding, investor presentations, paid databases, and primary interviews. Vendors with CPaaS solution and service offerings were considered to evaluate the market size. Each vendor was evaluated based on its solutions and service offerings across verticals. The aggregate of all companies’ revenue was extrapolated to reach the overall market size. Each subsegment was studied and analyzed for its market size and regional penetration. Based on these numbers, the region split was determined by primary and secondary sources.

In the top-down approach, an exhaustive list of all vendors in the communication platform as a service market was prepared. The revenue contribution of all vendors in the market was estimated through annual reports, press releases, funding, investor presentations, paid databases, and primary interviews. The market size was estimated from revenues generated by vendors from different CPaaS solutions and service offerings. Revenue generated from each component (solutions and services) from different vendors was identified with the help of secondary and primary sources and combined to arrive at market size. Further, the procedure included an analysis of the CPaaS market’s regional penetration. With the data triangulation procedure and data validation through primaries, the exact values of the overall CPaaS market size and its segments’ market size were determined and confirmed using the study. The primary procedure included extensive interviews for key insights from industry leaders, such as CEOs, VPs, directors, and marketing executives. These market numbers were further triangulated with the existing MarketsandMarkets’ repository for validation.

Data Triangulation

After arriving at the overall market size using the market size estimation processes as explained above, the market was split into several segments and subsegments. The data triangulation and market breakup procedures were employed, wherever applicable, to complete the overall market engineering process and arrive at the exact statistics of each market segment and subsegment. The data was triangulated by studying various factors and trends from both the demand and supply sides.

Report Objectives

  • To define, describe, and forecast the global CPaaS market on the basis of component (solutions and services), organization size, vertical, and region
  • To forecast the market size of the five major regional segments: North America, Europe, Asia Pacific, Middle East & Africa, and Latin America
  • To strategically analyze the market subsegments with respect to individual growth trends, prospects, and contributions to the total market
  • To provide detailed information related to the major factors influencing the growth of the market (drivers, restraints, opportunities, and challenges)
  • To strategically analyze macro and micromarkets1 with respect to growth trends, prospects, and their contributions to the overall market
  • To analyze industry trends, patents and innovations, and pricing data related to the communication platform as a service market
  • To analyze the opportunities in the market for stakeholders and provide details of the competitive landscape for major players
  • To profile key players in the market and comprehensively analyze their market share/ranking and core competencies2
  • To track and analyze competitive developments, such as mergers and acquisitions, new product developments, and partnerships and collaborations in the market.

Micromarkets are defined as the further segments and subsegments of the CPaaS market included in the report.
The core competencies of the companies are captured in terms of their key developments and key strategies adopted by them to sustain their position in the market.

Customization Options

Along with the market data, MarketsandMarkets offers customizations as per the company-specific needs. The following customization options are available for the report:

Geographic Analysis

  • Further breakup of the North American market into countries contributing 75% to the regional market size
  • Further breakup of the European market into countries contributing 75% to the regional market size
  • Further breakup of the Asia Pacific market into countries contributing 75% to the regional market size
  • Further breakup of the Middle Eastern and African market into countries contributing 75% to the regional market size
  • Further breakup of the Latin American market into countries contributing 75% to the regional market size

Company Information

  • Detailed analysis and profiling of additional market players (up to 5)
Report Code
TC 8527
Published ON
Jan, 2023
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