Digital Lifescapes

The contact center industry stands at a pivotal moment. What began as simple call routing systems has evolved into sophisticated customer experience platforms that leverage artificial intelligence (AI), rich messaging capabilities, and omnichannel communications. The shift from traditional Contact Center-as-a-Service (CCaaS) to conversational messaging platforms represents more than just technological advancement; it's a fundamental reimagining of how businesses connect with their customers. Today's customers demand personalized interactions across their preferred channels, whether that's voice, SMS or emerging platforms like Rich Communication Services (RCS). They expect immediate responses, contextual understanding, and the ability to switch between channels without losing conversation history. Intelligent CCaaS Market Development The results tell a compelling story of market evolution and opportunity. According to the Juniper Research latest market study, the global CCa...

The typical customer engagement model is undergoing a dramatic transformation, driven by the convergence of Conversational AI, Generative AI  (GenAI), and an emerging technology called Agentic AI. As business leaders seek to automate and enhance their customer interactions, these technologies are creating new possibilities for more natural, contextual, and efficient communication at scale. The numbers tell a compelling story. According to Juniper Research's latest analysis, the conversational AI market is poised for substantial growth. Revenue is projected to surge from $14.6 billion in 2025 to over $23 billion by 2027. Artificial Intelligence Market Development The vendors in this industry are expected to generate a remarkable $57 billion globally over the next three years. This growth reflects the increasing enterprise adoption of AI-powered communication solutions across various sectors. What's particularly interesting is the regional distribution of this market. The Far Ea...

Mobile communications applications continue to evolve in response to new technology use cases. Telecom service providers and software vendors are now exploring applications for Artificial Intelligence (AI) capabilities. Generative AI (GenAI) is a type of artificial intelligence that can create new content, such as text, images, audio, and video assets. Applications of GenAI within the communications sector include generating personalized messages for each customer, chatbots that can answer customer queries, and creating targeted marketing campaigns to generate leads and sales for brands and enterprises. Telecom GenAI Market Development According to the latest worldwide market study by Juniper Research, enterprise spending on GenAI over mobile messaging channels will grow by 1,250 percent over the next four years -- that's from $830 million in 2024. Juniper predicts that the ability to automate the personalization of content, including marketing efforts and customer interactions ov...

Chatbots are now integrated within messaging software, mobile apps, websites and online services that use Digital Assistants as a form of communication. Chatbots can also be hosted on APIs in a variety of digital channels such as Over-the-Top messaging apps and telecom provider Rich Communications Services platforms. According to the latest worldwide market report by Juniper Research, global retail spend over chatbots is forecast to reach $12 billion in 2023 -- that's growing to $72 billion by 2028. AI Chatbot Market Development Increasing by 470 percent over 5 years, much of this growth will be driven by the emergence of cost-effective open language models, most notably ChatGPT, in regions such as North America and Europe. Open language models consist of large neural networks that are trained on substantial quantities of online information and learn through low levels of human supervision. According to the Juniper assessment, they are implemented into chatbots to automate function...

The business case for an Application to Person (A2P) messaging market is starting to evolve, with enterprise use cases being developed based on the requirements of informed CIOs and CTOs across industry sectors. Notably, the commercial requirements of these organizations will emerge in response to marketplace demand and will vary depending on the application and associated use case. To date, traditional one-way notifications represent the common A2P messaging use case. Looking to the future, that could change as adoption increases exponentially. A2P Messaging Market Development According to the latest worldwide market study by Juniper Research, the total value of the mobile business messaging market will increase from $48 billion in 2022 to $78 billion by 2027. Juniper analysts found that this 63 percent growth will be driven by enterprise adoption of Rich Communication Services (RCS), with more organizations harnessing the end-to-end encryption and verified sender identities RCS provi...

Across the globe, many enterprise CIOs and CTOs have already deployed several use cases that deliver effective customer care applications through cloud-based contact center solutions. Today's contact centers allow customers to interact online with service representatives within an organization. Historically, customers were only able to reach organizations via voice telephone calls. However, after legacy call centers developed into modern 'contact centers', this enabled customers to communicate via their preferred method online. As companies continue to develop contact centers and invest in prominent technologies such as cloud services, contact centers began to adapt their architecture from on-premises to cloud-based solutions due to their increased flexibility, reliability, scalability, and security. CCaaS Market Development According to the latest worldwide market study by Juniper Research, the global Contact Center-as-a-Service (CCaaS) market revenue will reach $15.6 bill...

Mobile channels are increasingly important for enterprises to connect with employees, business partners, and customers, with telecom service providers emerging that offer a comprehensive platform that enables the management of this essential tool. Plus, they're now frequently cloud-based solutions. These solutions are collectively known as Communications Platform-as-a-Service (CPaaS) offerings. There are a number of services that can be considered part of CPaaS platforms, including messaging technologies such as SMS, Rich Communication Services (RCS), and Over-the-Top (OTT) messaging applications. Also offered are push notifications, digital voice services, and email. CPaaS Market Development According to the latest market study by Juniper Research, CPaaS revenue generated within the North American marketplace will reach $15 billion by 2026 -- that's rising from $3.7 billion in 2021. The study found that significant demand for mobile channels -- such as SMS and mobile voice -- ...

Mobile communication channels are important for many enterprises that connect with customers, and new service providers have emerged that offer a comprehensive platform to enable the management of this ongoing interaction. These are the Communication Platform-as-a-Service (CPaaS) providers. Industry analysts define a CPaaS platform as a solution that enables an organization to communicate with clients via multiple outbound online and mobile channels via a singular platform. There are a number of services that can be considered part of CPaaS platforms, including messaging technologies such as Short Message Service (SMS), Rich Communication Service (RCS) and Over the Top (OTT) messaging applications. Also offered are push notifications, voice services, and email. CPaaS Platform Market Development According to the latest worldwide market study by Juniper Research, the global value of the CPaaS market will exceed $10 billion for the first time in 2022 -- that's rising from $8.6 billion...

The global eCommerce market gained new momentum as the COVID-19 pandemic transformed many legacy business sectors. As an example, conversational commerce enables end-users of smart devices to leverage them for commercial purposes -- including retail transactions and online banking. The ecosystem for conversational commerce has evolved with many communication service providers acting as the primary point of connection between the end-users of these devices and the brands, enterprises, and financial institutions that use them. According to the latest worldwide market study by Juniper Research, the global conversational commerce spend over rich communication services (RCS) messaging will reach $27 billion by 2025 -- that's rising from less than $10 million in 2021. Conversational Commerce Market Development This phenomenal growth will be driven by increasing RCS support from telecom network operators and growing interest from business leaders wishing to capitalize on this emerging eCo...

More organizations are adopting new technologies that improve online commerce automation. Conversational commerce is the process by which end-users of smart devices are able to leverage them for commercial purposes, including applications within the retail and banking sectors. The ecosystem for conversational commerce has evolved with many telecom providers acting as the primary point of connection between the end-users of these devices and the brands, enterprises and financial institutions that provide them to their customers. According to the latest worldwide market study by Juniper Research, the total spending over conversational commerce channels will reach $290 billion by 2025 -- that's an increase from $41 billion in 2021. This forecast growth represents a rise of 590 percent over the next four years. Conversational Commerce Market Development Juniper analysts predict that communications platforms that provide the connection between brands and end-users will be crucial in inc...

How agile organizations enable online communication and collaboration for their distributed workforce is top of mind for most senior executives today. More savvy CEOs, across all industries, have rapidly increased investments in IT systems and services that empower employees to work from anywhere. The global unified communications & collaboration (UC&C) market grew 26.7 percent year-over-year and 6.6 percent quarter-over-quarter to $12.2 billion in the third quarter of 2020 (3Q20), according to the latest worldwide market study by International Data Corporation (IDC). As enterprise leaders moved their teams from the crisis phase to the recovery phase, in response to the global COVID-19 pandemic, worldwide growth of UC&C applications was driven by organizations across all business types and sizes. Unified Communications Market Development The IDC study uncovered a special interest in cloud-based solutions for voice, video, messaging, and collaboration for driving initiatives...

Mobile communication apps have experienced significant usage growth across the globe. Modern smartphone software applications provide various forms of voice and data communications that have transformed telecom service delivery. Furthermore, mobile channels have become important for organizations to connect with customers, as online service providers now offer a comprehensive communication solution. These are emerging cloud-based Communications-Platform-as-a-Service (CPaaS) offerings. CPaaS Platform Market Development According to the latest worldwide market study by Juniper Research, the CPaaS market will reach $25 billion in 2025 -- rising from $7 billion in 2020. CPaaS platforms provide a centralized management service for outbound communications including short message services (SMS), over-the-top (OTT) business messaging, rich communication services (RCS) and voice-over-IP (VoIP) services. The study identified the ability to make payments over services such as RCS and OT...

Mobile messaging is evolving. Traditional services include offerings such as carrier SMS, as well as over-the-top software app-based services. Now new offerings based on the Rich Communication Services (RCS) messaging standard, and in-application AI chatbots, may disrupt that legacy market. RCS is a next-generation mobile messaging standard supported by mobile network operators that enable media-rich content and payment services. Juniper Research has forecast that total revenues from RCS traffic in North America will reach $712.8 million during 2020. North America will drive 28 percent of total messaging revenue in 2020 -- due in part to the adoption of RCS messaging, and the supporting efforts of the Cross Carrier Messaging Initiative (CCMI) which is a joint venture between AT&T, Sprint, T-Mobile and Verizon. While CCMI will initially focus on U.S. market deployment, the technology developed by the joint venture will eventually be available in the broader worldwide mobile co...

Mobile roaming allows customers of one network operator (home network) to use the network of another network operator (visited network). The visited network is normally outside the geographical coverage area of the customer’s home network. Mobile roaming has traditionally provided network operators with an opportunity to gain additional service revenues. However, regulatory policy interventions, such as the EU law to abolish roaming in member states, is having a negative impact on roaming revenues for many network operators across the globe. Mobile Roaming Market Development According to the latest market study by Juniper Research, mobile network operator revenues from international mobile roaming are expected to recover slightly, following a decline in 2017 after the introduction of RLAH (Roam Like at Home) in Europe and other markets. However, overall mobile roaming revenues are expected to stay flat over the next 4 years, representing around 6 percent of total operator b...

There has been a significant evolution in the variety of use cases for mobile Application to Person (A2P) messaging. Historically, A2P was used for alerts and as a billing mechanism and carrier for simple content and services, both for one-off downloads or actions (e.g. voting) and for recurring payments. The latter use case has declined in the past 5 years, due to a combination of the transition to an app-based economy, largely driven by card billing and by regulatory action -- in markets such as the U.S. and the UK -- against the many known fraudsters. However, the near demise of this use case has been more than offset by the emergence of alternative opportunities, many of which have themselves been created by consumer adoption of software apps and smartphones. A2P Messaging Market Development A recent worldwide market study by Juniper Research found that revenues from Rich Communication Services (RCS) messaging will exceed $9 billion by 2022 -- that's up from an estimate...

There has been a significant evolution in the range of use cases for Application to Person (A2P) messaging in recent years. Historically, A2P was used for alerts and as a billing mechanism for simple content and services -- for one-off downloads or actions, and for recurring payments. The latter use case has declined markedly in the past 5 years, due to a combination of the transition to an app-based economy largely driven by card billing and by regulatory action against fraudsters. A2P Messaging Market Development The volume of A2P messaging is expected to increase by 20 percent over the next 5 years to more than 2.7 trillion by 2022 -- that's up from 2.1 trillion in 2017, according to the latest worldwide market study by Juniper Research. The analyst claimed that this growth would be driven by an increase in automated marketing, payments and authentication messages. Note, A2P is defined as an automated SMS message sent from an enterprise to an end user. The research unc...

Mobile messaging today encompasses both the more traditional forms of messaging and the popular Over The Top (OTT) messaging services from providers such as WhatsApp and WeChat. Communication has never been so rapid or efficient, with new technologies and apps driving demand. One of the key developments has been the growth of OTT mobile messaging services. Where Mobile Network Operators (MNOs) once saw a good portion of revenue come from SMS, MMS and voice calls, OTT players have offered people a free option -- in the form of messages which can be sent over Wi-Fi or Internet connections, driving demand away from mobile operator networks. OTT Messaging Market Development Juniper Research forecasts that OTT messaging applications -- such as WhatsApp and WeChat -- will see adoption grow from 2.3 billion unique users in 2016 to 4.2 billion by 2021, representing a growth of over 12 percent compound annual growth rate (CAGR). According to the Juniper assessment, the OTT vendors will ...

Mobile network service provider revenue loss from 'grey route' application-to-person (A2P) traffic will amount to $62 billion over the next 6 years, despite the increased deployment of security measures, according to the latest worldwide market study by Juniper Research. Historically, the A2P service offering was used for mobile alerts or as a billing methodology and transport for simple content and services -- both for one-off downloads or actions (such as voting) and for recurring transaction payments. The study discovered that the high levels of grey route traffic -- essentially A2P messages masquerading as P2P (Person to Person) messages and delivered via non-interconnected routes -- could be attributed by the scale of the price differential between A2P and P2P. Mobile Messaging Market Development Today, the trend has become more pronounced as mobile network operators have offered high-volume, low cost SMS bundles to cope with the challenge of Over-the-Top (OTT) mes...

If you're thinking of holding on to your current smartphone because there's no compelling reason to upgrade, well you're not alone. The smartphone market in America has plateaued, now that most mobile network service providers removed phone subsidies and Apple offers unlocked iPhones directly to consumers (bypassing the U.S. wireless carriers). In addition, the ongoing use of Facebook Messenger app is negatively impacting the legacy SMS revenue stream. When you combine that with the ongoing adoption of other popular mobile messaging software -- such as WhatsApp -- the trend is really troubling to mobile operators. Besides, considering the outlook for Voice over Wi-Fi apps -- such as Google Hangouts Dialer -- the escalating OTT bypass trend now has the potential to cause a major market disruption. More mobile subscribers could downgrade to calling plans with fewer bundled cell network voice minutes. That being said, comScore released data from its latest study of key...

Mobile messaging today encompasses both the more traditional services offered by mobile network operators -- such as SMS or MMS -- and the popular Over the Top (OTT) messaging services from software application providers, such as WhatsApp and WeChat. SMS usage, specifically person-to-person (P2P) texting, has declined rapidly in many markets, while its growth has slowed in others. However, there are forms of SMS messaging which do continue to see some growth -- in particular, within the enterprise messaging sector. Furthermore, SMS has continued to succeed in less developed regions of the world, particularly those with a large number of feature phones, and those that have low 3G or 4G infrastructure penetration. According to the latest worldwide study by Juniper Research , mobile and online messaging traffic will reach 160 trillion per year by 2019, that's up from 94.2 trillion this year -- equating to approximately 438 billion messages sent and received by users on a daily b...