CPaaS: Market Outlook, Emerging Opportunities & Forecasts 2021-2026

• Market Outlook: An evaluation of key market drivers, technological challenges and strategic recommendations for key messaging technology stakeholders including:
  • OTT Business Messaging
  • RCS Business Messaging
  • SMS Business Messaging
• Juniper Research Competitor Leaderboard: Key player capability and capacity assessment of 17 leading vendors, including:
  • CM.com
  • Comviva
  • GMS Worldwide
  • IMImobile
  • Infobip
  • Interop Technologies
  • Kaleyra
  • LINK Mobility
  • MessageBird
  • Nexmo
  • Route Mobile
  • Syniverse
  • Sinch
  • Twilio
  • Tyntec
  • Plivo
  • Zenvia
• Future Business Model Analysis: An evaluation of the key disruptive services that can be implemented by CPaaS platforms to increase the value of services, including:
  • Automation & Conversational Models
  • CCaaS (Contact Centre-as-a-Service)
  • CDPs (Customer Data Platforms)
  • eCommerce & Online Retail
  • Flash Calling
  • In-messaging Payments
  • Mobile Security & Authentication
• Regional Market Analysis: A regional assessment of the potential for CPaaS services across 8 key global regions, including:
  • North America
  • Latin America
  • West Europe
  • Central & East Europe
  • Far East & China
  • Indian Subcontinent
  • Rest of Asia Pacific
  • Africa & Middle East

1. Which emerging services are set to disrupt the CPaaS market over the next 5 years?
2. Who are the leading CPaaS vendors in 2021?
3. What is the potential for OTT business messaging services via CPaaS platforms?
4. What will the value of the CPaaS market be by 2026?
5. What are the ‘untapped’ regions CPaaS vendors can capitalise on?

Interviewed: CM.com, Comviva, Kaleyra, LINK Mobility, Route Mobile, Syniverse.
 
Included in Juniper Research Competitor Leaderboard: CM.com, Comviva, GMS Worldwide, IMImobile, Infobip, Interop Technologies, Kalyera, LINK Mobility, MessageBird, Route Mobile, Syniverse, Sinch, Twilio, Tyntec, Plivo, Vonage, Zenvia.
 
Mentioned: 3CInteractive, AA, ABN AMRO Bank, Absa, Accenture, ACL Mobile, ACTITO, Adax, AfroSaude, AFS (Arab Financial Services), AH to Go, Air Asia, Airbnb, Airtel, AiRXOS, Al Rayan Bank, Aldeamo, Alfa-Bank Kazakhstan, Allied Bank, Allo, Amazon, Amber Alert, Apollo Hospitals, Apple, Aramex, Arcadia, ArmenTel, Asia Insurance 1950, AstraZeneca, AT&T, ATIS (Alliance for Telecommunications Industry Solutions), Authy, AXA, Axiata, Azerfon, Banca Intesa San Paolo, Banca Transilvania, Bancontact, Bandyer, Barclays, BBC, Beeline, Bessemer Venture Partners, Best Buy, Best Western, BlaBlaCar, BMW, BNP Paribas, Booking.com, BT, Bukalapak, Buongiorno SMS, Capitec Bank, CarDekho, Cellusys, Centrica, Chatfuel, Chatlayer.ai, CitNOW, Citrus, Claro, Coca-Cola Enterprises, Comfone, COMFY, Conversation24, CPA FERRERE, Crédit Agricole, Crunch, CTI Africa, CTIA, CX Company, Dahmakan, Daraz, Deckers, Deliveroo, Dell, DHL, Dialogic, Digital Bold, Digitel, Dimension Data, DinarPAY, DNB Nor, DocPlanner Group, Doctolib, Domino’s, Doxy.me, Draper Fisher Jurveston, du, E.On, EaseMyTrip.com, eBay, Ebury, Econet Wireless, Emirates, Emirates College of Technology, Etam, Etisalat, Euroconsumers, Eurowings, EVA, Everbridge, Facebook, Flipkart, FNB (First National Bank), Fokker, Foodora, Future of Voice, Gamigo, GE Aviation, Geocell, Geva Group, Global Ticket, GoDaddy, Golan Telecom, Grameenphone, GSMA, GTBank, Healthcare at Home, Heineken, Helsenorge, Hermes, HeyHi, HF Group, Highside Telecom, HP, Hulu, Hutch, Hyundai, IBM, ICICI Bank, Idea Cellular, iDeal, IHG, IKEA, Indosat Ooerdoo, Instagram, Insung Information, ISS, ITU (International Telecommunication Union), Jazz, Johnson & Johnson, JustPark, Jysk, Kakao Talk, k-lab, Leadsquared, Leanpay, Lebara Mobile, LendingPoint, Levi’s, Lifesize, liveClinic, LLC, LogMeIn, Lyft, Magento, Mahindra Group, Marham, Marks & Spencer, Mars, Mastercard, Mavenir, medGo, MediaMarkt, MEF (Mobile Ecosystem Forum), Mepal, Mercado Livre, METRO Cash & Carry, MHP (Mironivsky Hliboproduct), Mobey Forum, MobiFone Vietnam, Mobile Marketing Association, Mobileum, Mollie SMS, MTD Products, MTN, Mukuru, myElefant, Nederlandse Loterij, New Day , New10, Nexi, Nexmo, Next, NHS, Nickel, NLB Banka, NodeWeaver, Norwegian Cruise Line, Norwegian Health Agency, NTT Docomo, O2, Oi, OLA, Omnize, Onecom, Ooredoo, OpenCart, OpenMarket, OpenSooq, Optimus Digital, Oracle, Orange, Oxfam, Oyo, PagerDuty, Paidy, Papa John’s Pizza, Parcelforce, Parkmobile, Parloa, Paylogic, Paym, Paytm, PensionBee, Pizza Hut, Postnord, Practo, Radware, Raiffeisen Bank, Rakuten, RAM Tracking, Randstad, Rapido, RealNetworks, Red Cross, Red Hat, Red je Pakketje, Redpoint Venture, Remitly, RINA (Rural Independent Network Alliance), Roadmap, Robi, RobinHQ.com, Rostrvm Solutions, Royal Mail, Safaricom, Sainsbury’s, Salesforce, Samsung, SAP, Sberbank, Selligent, Senati, SendGrid, Inc, Sequoia, ShoeBeDo, SMSCity, SnappCar, Sngular, SolutionReach, Solutions Infini, Spark Capital , Spotify, SSE, Standard Bank, StartupsVsCovid19, StepOne, SurveyMonkey, Symsoft, Takeaway.com, TalkTalk, TanTan, TATA 1mg, Telefónica, Telegram, Tele-Town Hall, TelServ, Tesco Bank, The Times Group, TIM, Tismi, TokBox, Transcosmos Research & Development Inc, TravelSIM, Trellance, TTN, Turkcell, Twitch, Twitter, TWW, Uber, UKRSIBBANK, Unilever, US Telecom, Vauxhall, Viber, Vinted, Visa, Vivo, Vodafone, Vodafone , Volpy, VTB Bank, VvAA Groep B.V, Walgreens, Warby Parker, Wavy, WebEngage, WebSMS, WeChat, WeFarm,, Welthungerhilfe, WeWork, WhatsApp, WHO, Wix.com, WordPress, Wurth, Xenioo, Yelp, Yodlee, Yousign, Zalo, Zendesk, Zoho, Zomato.

To see how your company scored in the leaderbaord or discuss license options please email info@juniperresearch.com.

Juniper Research’s CPaaS forecast suite includes:
 

• Market Summary, including:
  • Total Mobile Subscribers
  • Average Service Revenue for Mobile Subscriber
  • Total Service Revenue
• Technology splits for total traffic over CPaaS platforms, and total CPaaS revenue for the following technologies:
  • OTT Business Messaging
  • Push Notifications
  • RCS Business Messaging
  • SMS Business Messaging
  • Voice API Services
• Access to the full set of forecast data of 51 tables and over 17,500 datapoints.
• Interactive Excel Scenario tool allowing users the ability to manipulate Juniper Research’s data for 5 different metrics.

Geographical splits: 42 countries

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Interactive Excels (IFxl): Our IFxl tool enables clients to manipulate both forecast data and charts, within an Excel environment, to test their own assumptions using the Interactive Scenario Tool and compare selected markets side by side in customised charts and tables. IFxls greatly increase a clients’ ability to both understand a particular market and to integrate their own views into the model.

The global value of the CPaaS market will exceed $10 billion for the first time next year; rising from $8.6 billion in 2021. This represents a growth of 17% growth year-on-year. To capitalise on this remarkable growth, CPaaS vendors will seek to further differentiate their services by integrating novel solutions directly into their service platforms. CPaaS platforms offer a centralised management service for outbound communications, including SMS, OTT business messaging, RCS and voice services.

• Platform vendors must expand their range of value-added services to achieve this differentiation. We have identified the development of CDPs as a key service that will increase the significance of a CPaaS platform by providing actionable insights into end-user preferences, such as contact time, contact channel and upselling opportunities. In turn, brands and enterprises using CPaaS platforms will enhance the value of mobile communications by automatically contacting users over preferred channels at preferred times.
• CDPs are an important step in creating differentiation in an increasingly saturated CPaaS market. As traffic over rich media channels increases, CDPs will enable brands and enterprises to tailor communications at a user level; creating a compelling and convenient experience for mobile subscribers.
• The contribution of rich media messaging formats will become increasingly significant in generating CPaaS vendor revenue. By 2026, over 20% of CPaaS revenue will be attributable to RCS and OTT business messaging channels; rising from less than 2% in 2021. As SMS business messaging traffic growth slows, we advise platforms to onboard SMEs willing to explore rich media messaging. In turn, CPaaS platforms must then highlight the benefits that CDPs will bring to the rich media functionalities of OTT messaging channels to attract new customers.