Communication Platform-as-a-Service (CPaaS) Market Size, Share, Opportunities, And Trends By Application (Messaging, Voice Calling, Video Calling, Email, Verification/identity, Others), By Provider (API Providers, Network Owners, Telecom Companies), By End-User (BFSI, Retail, Healthcare, Public Sector, Education, Others), And By Geography - Forecasts From 2023 To 2028

  • Published : May 2023
  • Report Code : KSI061615201
  • Pages : 145

The communication platform-as-a-service (CPaaS) market is projected to grow at a CAGR of 20.91%, reaching US$29.524 billion in 2028 from US$7.813 billion in 2021.

Communication platform-as-a-service (CPaaS) is a service model that allows businesses and developers to integrate real-time communication features into their services or applications. CPaaS providers offer APIs (Application Programming Interfaces) that developers can use to embed communication functionality into their applications or services without building the underlying infrastructure. CPaaS solutions provide a variety of communication channels, such as voice, video, SMS, MMS, chat, and social messaging. These channels can be used for various applications, including customer service, marketing, collaboration, and IoT (Internet of Things) devices. In addition, CPaaS providers typically offer a pay-as-you-go pricing model, enabling businesses to only pay for their communication services.

The communication platform-as-a-service (CPaaS) market is driven by increasing demand for real-time and omnichannel communication and the rising adoption of APIs.

  • Increasing demand for omnichannel communication

Omnichannel communication has become increasingly important in recent years, enabling businesses to communicate with customers across multiple channels such as voice, email, chat, and social media. CPaaS solutions offer a range of communication channels, which has contributed to the market's growth. Omnichannel communication can help businesses to provide a seamless customer experience, improve customer satisfaction, and increase customer loyalty.

  • Rising adoption of APIs

APIs (Application Programming Interfaces) have become increasingly popular in recent years as they enable businesses to integrate different systems and applications. CPaaS solutions provide APIs that will allow developers to integrate communication capabilities into their applications, which has contributed to the market's growth. For instance, in October 2022, BICS, a telecommunications services company based in Belgium, introduced a Communications Platform as a Service (CPaaS) solution for businesses to integrate voice, text, and WhatsApp messaging into their existing workflows using APIs.

Based on application, the communication platform-as-a-service (CPaaS) market is expected to witness positive growth in the voice calling segment.

The communication platform-as-a-service (CPaaS) market is a rapidly growing sector, with various applications catering to the customers' needs. One of the most common and essential applications of CPaaS is voice calling. Voice calling is vital to any communication system, and CPaaS has made it more accessible than ever. With the help of CPaaS, businesses can easily integrate voice-calling functionality into their existing applications and workflows. This has resulted in improved customer engagement and streamlined communication processes for companies.  

North America accounted for a significant share of the global communication platform-as-a-service (CPaaS) market.

Based on geography, the communication platform-as-a-service (CPaaS) market is segmented into North America, South America, Europe, the Middle East and Africa, and Asia Pacific. The CPaaS market in North America is a rapidly growing industry driven by the increasing demand for cloud-based communication services. The region is expected to witness significant growth over the forecast period, owing to several key players in the market, technological advancements, and the increasing adoption of digital transformation strategies by businesses. Additionally, the growing popularity of mobile messaging applications, the rise of artificial intelligence and machine learning technologies, and the shift towards omnichannel communication are also expected to drive the growth of the CPaaS market in North America. The United States holds substantial shares of the North American CPaaS market due to its highly developed IT infrastructure, many technology start-ups, and a high adoption rate of cloud-based services. In addition, the COVID-19 pandemic has also accelerated the adoption of CPaaS solutions, as businesses increasingly rely on remote communication and collaboration tools to maintain operations.

Market Developments:

  • In November 2022, Mavenir, a company offering software solutions for networks, launched its CPaaS, which combines API enablers and turnkey applications to provide CSPs with a complete solution for customer engagement and monetization of business messaging. The service enables CSPs to increase the monetization of their network assets, leverage trends such as conversational commerce, improve messaging experiences and accelerate innovation and differentiation. The Communications Platform as a Service (CPaaS) is a software-as-a-service model, with Mavenir managing and operating it in the public cloud. In addition, the service is offered in a pay-as-you-grow model, which minimizes upfront investments and risks and enables faster time-to-market.
  • In February 2023, Comviva, a Tech Mahindra subsidiary, introduced its Ngage Communication Platform as a Service (CPaaS) offering, which is fuelled by Microsoft Azure. This offering allows real-time personalization and enhancement of customer experiences across various channels. In addition, it supports safe, real-time customer interactions for marketing, operations, and customer service applications while integrating with business applications.

Communication Platform-as-a-Service (CPaaS) Market Scope:


Report Metric Details
Market Size Value in 2021 US$7.813 billion
Market Size Value in 2028 US$29.524 billion
Growth Rate CAGR of 20.91% from 2021 to 2028
Base Year 2021
Forecast Period 2023 – 2028
Forecast Unit (Value) USD Billion
Segments Covered Application, Provider, End-User, and Geography
Regions Covered North America, South America, Europe, Middle East and Africa, Asia Pacific
Companies Covered Bandwidth Inc., Avaya Inc., ALE International, Infobip Ltd., Twilio Inc., Vonage, MessageBird, Plivo Inc., Sinch
Customization Scope Free report customization with purchase


Market Segmentation:

  • By Application
    • Messaging
    • Voice calling
    • Video calling
    • Email
    • Verification/identity
    • Others
  • By Provider
    • API Providers
    • Network owners
    • Telecom companies
  • By End-User
    • BFSI
    • Retail
    • Healthcare
    • Public Sector
    • Education
    • Others
  • By Geography
    • North America
      • USA
      • Canada
      • Mexico
    • South America
      • Brazil
      • Argentina
      • Others
    • Europe
      • Germany
      • France
      • United Kingdom
      • Spain
      • Others
    • Middle East and Africa
      • Saudi Arabia
      • UAE
      • Israel
      • Others
    • Asia Pacific
      • China
      • Japan
      • India
      • South Korea
      • Indonesia
      • Taiwan
      • Others


1.1. Market Overview

1.2. Market Definition

1.3. Scope of the Study

1.4. Market Segmentation

1.5. Currency

1.6. Assumptions

1.7. Base and Forecast Years Timeline


2.1. Research Data

2.2. Research Design

2.3. Validation


3.1. Research Highlights


4.1. Market Drivers

4.2. Market Restraints

4.3. Porter’s Five Forces Analysis

4.3.1. Bargaining Power of Suppliers

4.3.2. Bargaining Power of Buyers

4.3.3. Threat of New Entrants

4.3.4. Threat of Substitutes

4.3.5. Competitive Rivalry in the Industry

4.4. Industry Value Chain Analysis


5.1. Introduction

5.2. Messaging 

5.3. Voice calling 

5.4. Video calling

5.5. Email 

5.6. Verification/identity 

5.7. Others


6.1. Introduction

6.2. API Providers

6.3. Network owners

6.4. Telecom companies


7.1. Introduction

7.2. BFSI

7.3. Retail 

7.4. Healthcare

7.5. Public Sector 

7.6. Education

7.7. Others


8.1. Introduction 

8.2. North America

8.2.1. USA

8.2.2. Canada

8.2.3. Mexico

8.3. South America

8.3.1. Brazil

8.3.2. Argentina

8.3.3. Others

8.4. Europe

8.4.1. Germany

8.4.2. France

8.4.3. United Kingdom

8.4.4. Spain

8.4.5. Others

8.5. Middle East and Africa

8.5.1. Saudi Arabia

8.5.2. UAE

8.5.3. Israel

8.5.4. Others

8.6. Asia Pacific

8.6.1. China

8.6.2. Japan

8.6.3. India

8.6.4. South Korea

8.6.5. Indonesia

8.6.6. Taiwan

8.6.7. Others


9.1. Major Players and Strategy Analysis

9.2. Emerging Players and Market Lucrativeness

9.3. Mergers, Acquisitions, Agreements, and Collaborations

9.4. Vendor Competitiveness Matrix


10.1. Bandwidth Inc. 

10.2. Avaya Inc.

10.3. ALE International

10.4. Infobip Ltd.

10.5. Twilio Inc.

10.6. Vonage

10.7. MessageBird

10.8. Plivo Inc.

10.9. Sinch

Bandwidth Inc.

Avaya Inc.

ALE International

Infobip ltd.

Twilio Inc.



Plivo Inc.