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 Findings of the Study: Middle East & Africa Communications Platform as a Service market

Key Driver: Increasing Integration of Banks with CPaaS to Enhance Customer Communication Service

With the growing digital transformation in the banking sector to provide high-quality services to customers, enhanced efficiency in communication & user-friendly experience has increased the demand for cloud-based communication. In digitalization, communication platform as a service is an integral part of the banking sector in the Middle East & Africa as there is high reliability of banks on effective communications to support their operations & offer services to the customers. Therefore, the banking sector is progressively utilizing these solutions for voice & messaging to provide customer services. Moreover, factors such as the burgeoning adoption of contactless payment solutions & the growing popularity of digital banking are further expected to accelerate the growth of the market in the region.

In addition, continuous new software upgrades for better user experiences have been driving market growth. Besides, CPaaS provides real-time notifications & alerts that can be beneficial for preventing fraudulent activity on the customer's account. Consequently, banks in several Middle Eastern & African countries, including Qatar, Saudi Arabia, Oman, and the UAE, are embarking on a major shift towards digital transformation by investing in technology to improve their operations & services such as mobile banking, digital payments, and others.

Growth Opportunity: Digital Transformation in African Continent to Open New Doors for the Market Players

African countries like Kenya, Nigeria, South Africa, Ghana, etc., are substantially investing in digital infrastructure & are introducing digital transformation plans to drive economic growth, improve public service delivery, and enhance the quality of life for their citizens. The African Union’s Digital Transformation Strategy for Africa (2020-2030) is also providing a wide arena of opportunities for the service providers. The strategy aims at building a conducive environment for digital transformation, promoting digital literacy, encouraging the use of digital platforms, and supporting innovation & entrepreneurship, which would open new doors for market players to integrate their platform in various business sectors like e-commerce, BFSI, etc. during the forecast period.

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Scope of the Report and Middle East & Africa Communications Platform as a Service 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.)

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.)

Of the above, the BFSI sector dominated the market during the historical period & would also increase at a steady CAGR during the coming years.

Middle East & Africa Communications Platform as a Service Market Development:

• 2022: Ceqens partnered with global Jobzella, a leading recruitment website as communication for the sixth Jobzella Annual Employment Fair in the Greek Campus Downtown, Cairo.
• 2022: Route Mobile L.L.C signed agreement with Uganda Telecommunications Corporation Limited (UTCL) to provide complete artificial intelligence (AI)-/machine learning (ML)-based A2P SMS firewall solutions & managed services to empower UTCL to effectively analyze A2P SMS traffic terminating on its network.

Geographical Analysis:

By Country

• 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.

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