India CPaaS market to reach $2.46 billion by 2029

The India Communication Platform as a Service Market size is estimated at USD 0.81 billion in 2024, and is expected to reach USD 2.46 billion by 2029, growing at a CAGR of 24.83% during the forecast period (2024-2029), according to Research and Markets.

The Indian CPaaS market is driven primarily by increased digital customer engagement, cloud encryption, and digital transformation. A communication platform as a service (CPaaS) is a cloud-based delivery architecture that enables businesses to add real-time communication capabilities. CPaaS, a cloud communication technology, is primarily used to improve customer communication channels.

Key highlights

• The WhatsApp Business API and chatbots are the most visible CPaaS use cases. Text messaging, call-based help, and video-based services can all be integrated into the same application with CPaaS. The company is aware of future issues as everything is linked in the back end. The company is also aware of the buyer’s previous communication history when a client contacts the firm and can even get to the heart of a problem and solve it. This, of course, increases the efficiency of transactions and can improve the customer experience.
  Numerous cloud-based APIs are used more frequently by CPaaS providers since they offer tremendous value. These are made available to developers as pre-packaged plugins or as a component of integration modules so they can integrate messaging, audio, video, email, and other OTT into their applications. This platform uses a pay-as-you-go system for ads, allowing companies to only pay for the services they utilize. As there is no significant expenditure needed to create an infrastructure or develop software, it makes the business asset lighter. As a result, CPaaS is becoming more and more popular among enterprises.
• Technological innovations carry a value that works in multiple sectors. Smart shopping assistants are expected to be better at making purchase suggestions based on the user’s browsing history. The software would provide accurate, real-time translations, reducing the need for expensive multilingual customer support representatives. APIs would provide CPaaS video chat technology and AI capable of facial recognition to turn any phone or webcam into a biometric security checkpoint. Chatbots would also continue to grow in scope and capacity, allowing multiple businesses to deploy teams of automated service reps made entirely of bots.
• Over the past year, global communication has changed. Always-on consumers drive expectations, and businesses work harder to adapt to these rapid changes in a customer-centric manner. Flexibility, seamless connectivity, and multichannel commercial communication are becoming increasingly important. The transition to a contemporary digital platform is fueled by communications-platform-as-a-service (CPaaS) services, allowing businesses to adapt to changing client needs. Implementation challenges in the ecosystem are expected to hinder the market growth.
• After the COVID-19 pandemic, due to the rise in the requirement for CPaaS services, many startups entered the market to capture significant shares. In June 2022, following the widespread use of the WhatsApp chatbot during the last two years of the pandemic, WhatsApp India and the Centre planned to expand this bot’s features to include dedicated medical opinion for cancer consultation online, as well as electronic history capturing of patients. Solutions, such as X-Ray Setu, an automated system that aids in interpreting chest X-rays from low-resolution photos provided over WhatsApp, are also in the works.

Research and Markets