The global CPaaS market size is estimated to be valued at USD 12.5 billion in 2022 and is projected to reach USD 45.3 billion by 2027 during the forecast period, growing at a CAGR of 29.4%. The demand for improved customer service and client engagement is one of the key factors driving the market growth.
The key market players dominating the CPaaS market include Twilio (US), Sinch (Sweden), Avaya (US), Vonage (US), Bandwidth (US), RingCentral (US), TeleSign (US), Infobip (UK), CM.com (Netherlands), and 8x8 (US). These players have adopted various strategies, such as new product launches and enhancements, partnerships, collaborations, and acquisitions, to grow in the market.
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Twilio is a leading provider of programmable communication tools for making and receiving phone calls, sending and receiving text messages, and performing other communication functions using its web service APIs. The company offers a customer engagement platform used by hundreds of thousands of businesses and more than ten million developers worldwide to build unique, personalized experiences for their customers. Twilio's programmable messaging allows businesses to send and receive messages with cloud-scale messaging APIs for SMS, MMS, and WhatsApp. In July 2021, Twilio acquired Zipwhip, a US-based provider of toll-free messaging. The acquisition strengthened Twilio’s messaging business by offering another affordable, trusted channel option.
Sinch is a global leader in cloud communication and mobile customer engagement. The company offers solutions for businesses, communication service providers, and operators. Its leading cloud communication platform enables businesses to quickly reach customers worldwide through mobile messaging, voice, and video. Their Conversation API supports many channels to reach customers on their preferred channel. Its multiple channel line-up includes SMS, RCS, and social messaging channels, such as WhatsApp, Facebook Messenger, Viber, Apple Messenger for Business, WeChat, Telegram, and Line. In December 2021, Sinch acquired Inteliquent, a network-based voice and messaging service provider to communication service providers. The acquisition strengthens Sinch’s position as the largest provider of voice services to both enterprises and telecom carriers in the US.
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
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