 | • レポートコード：D0MOR-NV162 • 出版社/出版日：Mordor Intelligence / 2020年8月 • レポート形態：英文、PDF、120ページ • 納品方法：Eメール（受注後2-3営業日） • 産業分類：通信 |
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レポート概要
| 本調査レポートでは、サービスとしての通信プラットフォーム（CPaaS）の世界市場について調査し、イントロダクション、調査手法、エグゼクティブサマリー、市場インサイト、市場動向、エンドユース産業別（IT・通信、金融、小売り・Eコマース、医療、金融サービス、その他）分析、地域別分析、競争状況、市場見通しなどを整理しました。 ・イントロダクション ・調査手法 ・エグゼクティブサマリー ・市場インサイト ・市場動向 ・サービスとしての通信プラットフォーム（CPaaS）の世界市場規模：エンドユース産業別（IT・通信、金融、小売り・Eコマース、医療、金融サービス、その他） ・サービスとしての通信プラットフォーム（CPaaS）の世界市場規模：地域別 ・競争状況 ・市場見通し |
The Communications PlatformasaService (CPaaS) Market is expected to register a CAGR of 46.2% during the forecast period (2020 2025). CPaaS, or communicationsplatformasaservice, is a cloudbased platform that embeds voice, video, chat, and messaging applications within an organization’s business applications. CPaaS acts as a middleware offering, wherein companies (vendors) build and distribute realtime communication software. This suggests that agents can communicate within the CRM application or contact center software platform in the context of the contact center.
As the conversation moves from SMS and phone calls to IPbased messaging, it is, therefore, representative of CPaaS market shifts from CPaaS 1.0 to CPaaS 2.0. The CPaaS 1.0 platforms aimed at the addition of legacy communications like SMS text messaging and phone calls to applications through APIs, whereas, the CPaaS 2.0 overlooks technological leaps on building IPbased seamless communication experiences across video, voice, chat, file sharing, to name a few.
On a similar note in 2019, SAP Digital Interconnect reported email is the preferred messaging channel by which consumers interact with their service providers, which is further followed by SMS, and voice. Also, it stated that over 92% of companies have a digital transformation strategy to improve customer experience. This clearly hints on the usage of an omnichannel approach, where the CPaaS deployment comes in.
However, with a significant roadblock to customer engagement being siloed communication channels, Multiple customers have been observed navigate multiple channels before completing a transaction creating a loss of context for customers as they switch channels.
Therefore, each time a customer moves to a new channel, context needs to be reestablished, including the customer’s identity and location. Thus, CPaaS vendors aim to create contextual communication for both customers and agents across websites, mobile app, or contact center platforms.
Further developments in the market have been on the lines of enabling a chat or clicktocall to interact with a customer service agent, or viceversa. This led to reduced dependence on the backlogged customer service hotline. This boosted the APIs for messaging, presence, voice, video, presence, and user directories as the work got done faster.
On similar lines, Voximplant, in July 2020, revealed a new oneclick integration with Google Dialogflow. This oneclick integration combines Voximplant and Dialogflow functionality. In terms of benefit to the clientele, it spans from rapid application development to rollout experiences.
With the outbreak of COVID19 and work at home (WAH) becoming a preferred mode of carrying operations, vendors for the market studied have been active in promoting WAH and expanding their business. For instance, as of April 2020, Teleperformance reached its work at home solutions target, with a penetration rate of 66% of operational staff in its core business, or more than 155,000 agents working from home in April.
[Key Market Trends]
Retail and Ecommerce Industry to Drive the Market Growth
With the rapidly changing customer purchasing trends, it has resulted in a dynamic shift in the retail industry from the earlier single point of interaction to omnichannel interactions through the web or social media. The growing demand from consumers has created the need for an enhanced shopping and service experience across all the channels.
Retailers across the globe have now understood the importance of omnichannel communication, and multiple brands today already post their content via social media, mobile apps, company websites, and other digital channels. Some retailers also offer twoway communication that lets their customers contact them using multiple channels.
CPaaS solutions primarily provide a cloudbased development framework for realtime communication. Retailers don’t need to build their backend infrastructures. The usage of developerfriendly APIs is done to add communication features to their websites, social media, and mobile apps, and it also combines all the customer data from multiple channels into one place.
The increasing retail sales across multiple regions is prompting retailers across the globe to use these realtime communication platforms to serve their customer better and increase their customer base.
For instance, Staples, a retailer, used CPaaS as part of its Easy System, a smartordering platform, leveraging an IoTdriven virtual assistant that helps organizations manage office supplies. With this, its employees can order office supplies, connect with a contact center agent on various channels, such as voice commands on an Easy System IoT device or mobile app, email, SMS messaging, and Slack integration.
[AsiaPacific to Witness Highest Growth]
With North America and Europe reaching a maturing curve on digital transformation, Asian counterparts have been witnessing a multifold growth in demand for CPaaS solutions. Major factors driving the same are increasing connectivity and increasing mobile devices for communications and online transactions, to name a few.
Likewise, multiple global CPaaS players have been aiming at establishing a more substantial presence in Asia. For instance, in early 2019, 8×8 Inc. acquired Wavecell for entry into the Singaporean market along with a widespread presence in Hong Kong, Indonesia, the Philippines, and Thailand. Similarly, in September 2019, Twilio announced its successful expansion into the Japanese market with new partnerships with seven consulting partners and opened two Japanese offices in Yotsuya.
Infobip, on the other hand, as of March 2020, offered its WhatsApp Business API to drive customer engagement at CarDekho, an endtoend car research portal where customers can find information based on their car preference and current car buying state. And in November 2019, Asia Insurance reported a 9x faster Policy Renewal Process with Automated Messaging from Infobip.
Then, as of July 2020, Sinch acquired ACL Mobile for INR 5,350 million, to leverage ACL’s direct connections to operators in Malaysia, and India for endtoend connectivity. The company also reported that with India housing a huge mobile market with a population of over 1.3 billion, Sinch would have access to a vast market amidst favorable government initiatives to drive new financial services.
With the outbreak of COVID19, the Vonage Video Trends reflected that APAC had recorded the highest increase in Vonage video minutes in April over March 2020. With 83% of consumers across China preferred video chat to communicate with businesses and service providers before the COVID19 outbreak, the market potential for CPaaS providers is set to rise amidst the Work at the Home scenario.
[Competitive Landscape]
The Communications PlatformasaService (CPaaS) Market is highly competitive, primarily owing to the presence of multiple small and large vendors in the market conducting business in domestic and international markets. The market appears to be fragmented, with key vendors adopting major strategies like product innovation, mergers, and acquisitions to widen their product functionality and stay competitive. Some of the recent developments in the market are:
In June 2020 8X8 Inc. launched an open communication platform to deliver and scale workfromhome enterprise communications with the availability of CPaaS programmable applications and APIs, including SMS and 8×8 video. The Open Communications Platform accelerates digital transformation initiatives and strengthens business responsiveness and resilience by providing secure, scalable, and extensible capabilities.
In May 2020 Twilio, a prominent cloud communications platform provider, announced that Twilio programmable video would be powering Zocdoc’s new free, HIPAAcompliant telehealth video solution. Any provider can sign up to use Zocdoc’s video service, powered by Twilio, to facilitate all of their virtual appointments.
In May 2020 Vonage integrated its contact center and unified communications solutions for a single source of customer support. The communications suite primarily includes the company’s contact center (VCC) and business communications (VBC). It will help the businesses in optimizing their customer communication, improve internal collaboration, customize their experience, and maximize productivity.
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レポート目次1 INTRODUCTION
1.1 Study Assumptions and Market Definition
1.2 Scope of the Study
2 RESEARCH METHODOLOGY
3 EXECUTIVE SUMMARY
4 MARKET INSIGHTS
4.1 Market Overview
4.2 Industry Ecosystem Analysis
4.2.1 Pure-play CPaaS
4.2.2 Enterprise-grade CPaaS
4.2.3 Telco-driven CPaaS
4.2.4 Service Provider-based CPaaS (enablement partners)
4.2.5 Hybrid CPaaS Offerings
4.3 Assessment of COVID-19 Impact
4.4 Pricing strategies and Business Model Analysis
4.5 Comparative Analysis of Adjacent Markets, such as UCaaS and Traditional Deployments
4.6 Market Drivers
4.6.1 Exponential Increase in the Uptake of CPaaS- based Solutions over Other Adjacent Models, such as UCaaS
4.6.2 HighLevelsofFlexibilityandEaseof Implementationhas Driven Adoption among SMEs
4.6.3 Growing Adoption of Omnichannel CPaaS and High Retention Rates for Existing Vendors
4.7 Market Challenges (Growing Personal Data Regulations across End-user Verticals, such as Healthcare)
4.8 Market Opportunities (Technological Innovations, such as Context-based Transactions, Lightweight Deployments to further Drive Adoption)
5 KEY TRENDS IN CPAAS INDUSTRY
5.1 Serverless Deployments
5.2 Advent of Machine Learning & AI
5.3 Omnichannel Communication Through Bots
5.4 Security & Privacy Paradigm
6 MARKET SEGMENTATION
6.1 By End-user Vertical
6.1.1 IT and Telecom
6.1.2 BFSI
6.1.3 Retail and E-commerce
6.1.4 Healthcare
6.1.5 Financial Services
6.1.6 Other End-user Verticals
6.2 Geography
6.2.1 North America
6.2.2 Europe
6.2.3 Asia-Pacific
6.2.4 Rest of the World
7 COMPETITIVE LANDSCAPE
7.1 (Business Overview, Product Portfolio, Strategies, Financials – Only for Listed Entities, SWOT, and Recent Developments)
7.2 Company Profiles
7.2.1 Twilio Inc.
7.2.2 Vonage Holdings Corp
7.2.3 MessageBird B.V.
7.2.4 Plivo Inc.
7.2.5 Snich AB
7.2.6 Voximplant (Zingaya, Inc.)
7.2.7 8×8 Inc
7.2.8 Voxvalley Technologies
7.2.9 Bandwidth Inc. (Bandwidth.com)
7.2.10 IntelePeer Cloud Communications
7.2.11 Wazo Communication Inc
7.2.12 Avaya Inc.
7.2.13 AT&T Inc.
7.2.14 Mitel Networks Corporation
7.2.15 Telestax
7.2.16 Voxbone SA
7.2.17 Iotum Inc.
7.2.18 M800 Limited
7.2.19 Infobip Ltd
7.2.20 EnableX.io (VCLOUDX PTE. LTD)
8 MARKET OUTLOOK