How Bright is the Future of Communication Platforms as a Service across the MEA?

Young businesswoman working on his smartphone and laptop in the office, select the icon cloud on the virtual display.Concept digital technology and cloud technology.vintage color tones

The penetration & influence of smartphones & the Internet is growing substantially among people of all age groups across locations for endless purposes, and not limited just to communicate. Today, even the banks have come to smartphones in the form of applications, making mobile payments a convenient way of transaction with security. In fact, backed by such perks & uses, various businesses with their consumer-centric nature, particularly across regions like the Middle East & Africa, are prompting a rise in the adoption of such mediums.

The growing consumer affinity for cloud-based solutions & their emerging need for real-time communication, alongside an unparalleled experience in terms of voice & video calling, text messaging, and push notifications, among others, are instigating diverse businesses to deploy services that facilitate efficient communication. For instance:

  • In 2022, Infobip entered into a strategic partnership with Zain Jordan, a leading Middle East & Africa telecoms operator. Infobip would provide Zain with a unified platform that includes a digital contact center, customer engagement messaging tools, AI-powered chatbots, and a full stack of individually programmable communications channels. It would most likely aid Zain in interacting with the customer quickly and safely.

What we can conclude is that communication is essential, no matter what the business or purpose might be. Hence, the advent of Communication-Platforms-as-a-Service, especially across regions like the Middle East & Africa, is likely to gain momentum in the coming years. In fact, backed by such aspects, a recent research report published by MarkNtel Advisors reveals that the Middle East & Africa Communications-Platform-as-a-Service (CPaaS) Market is set to register a CAGR of around 31% during 2022-27. If such a massive growth projection is good enough to garner your attention, stay with us till the end to further unfold the other dormant potential lying beneath.

Understanding CPaaS in Brief

A Communications Platform as a Service (CPaaS) enables developers that add real-time communications features to their applications, such as voice, messaging, video conferencing calls, chatbots, and so on, without the need to build backend infrastructure & interfaces. The growing demand for contextual communications, such as video-enabled help desks, appointment reminders, authentication services, and so on, has broadened its application in a virtual setup.

Particularly amidst the Covid-19 pandemic, when the government restricted movements & imposed stringent lockdowns to curb the spread of this dreadful disease, people had to make a paradigm shift to working from home, alongside the corporate sector, education institutions, and more. As a result, the demand for CPaaS Solutions grew dramatically high for online meetings, lectures, and others, shaping the overall CPaaS industry and giving it needed propulsion. Let us take a look at the prominent perks of these solutions that further garnered the expansive utilization of CPaaS across the region.

Unwinding The Key Benefits of CPaaS

One of the major benefits of CPaaS is that it can help organizations save money on communication costs. By using a CPaaS solution, businesses can avoid the need to invest in on premise infrastructure and can instead rely on the cloud. Another benefit of CPaaS is that it offers a wide range of features and services that can be customized to meet the specific needs of each organization.

For instance, some CPaaS providers offer solutions that include features such as call recording, call center capabilities, and integration with CRM systems. Lastly, CPaaS helps businesses improve their communication strategies by ensuring that their communications are more consistent and streamlined via cutting-edge CPaaS solutions. Probably these are the factors backing such burgeoning proclivity in the Middle East and Africa.

If you are considering implementing a CPaaS solution in your organization, be sure to research the different providers in the market to find the one that best meets your needs of using CPaaS, including lower costs, flexibility, and scalability. With CPaaS, businesses can quickly deploy new communications solutions without the need for expensive on premise infrastructure.

Small & Medium Scale Enterprise Posing Maximum Benefit

A majority of Small & Medium-sized Enterprises in the Middle East & Africa credit their business data traceability, credit access, & upskilling to digitalization. As a result of digitization, small and medium-sized businesses are more optimistic about their future growth, which opens up the potential for space.

By embracing digitalization, SMEs can leverage global opportunities by lowering transportation costs, improving service trading, and lowering logistics and operations costs. Again, to transform their business into a digital one, SMEs must provide a better communication interface by implementing digital platforms such as video conferencing, messaging apps, and voice calls. Thus, CPaaS empowers SMEs to create and distribute real-time communication software tools such as APIs, sample codes, pre-built communication applications, and integrated development environments (IDEs).

Various governments, including Saudi Arabia, the United Arab Emirates, South Africa, Egypt, and Nigeria, have taken the necessary steps to prioritize technological advancement in SMEs. Likewise, respective governments have implemented several digital transformation strategies, such as Saudi Arabia’s Vision 2030, the ICT strategy, the UAE National Innovation Strategy, Kuwait’s Vision 2035, and others, to kick-start digitalization. It shall also drive attention to the technological advancements in SMEs, including sectors such as healthcare, IT, telecom, BFSI, automotive, retail, education, and so on.

Summing Up the Potential of CPaaS

Considering all the aspects cited above, it can be inferred that the CPaaS industry is all set to fly high in the coming years. Although The CPaaS industry is still in the early stages, it is gaining momentum as businesses are readily opting for cloud-based solutions. Hence, it can be anticipated that in the coming years, the industry shall observe the advent of innovation as a result of the active participation of the prominent players, leading the market toward a substantial growth trajectory through 2027.


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