skip to main content

Introduction

Messaging and social apps have significantly changed how people communicate over the past five years. This report analyzes the key market opportunities and challenges in business-to-consumer communications to 2023.

Highlights

  • Messaging apps will not completely substitute SMS as a business-to-consumer interaction channel in most markets, but more consumers will use messaging apps to engage with their service providers across multiple industry verticals.
  • Video and picture messaging traffic will grow to 2023, but plain old text-based messaging will remain a consumer favorite, representing the majority of traffic across telco messaging (MMS and RCS), along with messaging apps.
  • The penetration of RCS will start to catch up with some messaging apps in some markets, but will continue to lag well behind elsewhere.

Features and Benefits

  • Enables an assessment of what actions should be taken to realize revenue opportunities in business-to-consumer messaging over the next five years.
  • Evaluates the extent to which consumers are using messaging and social apps to interact with businesses in key markets.

Key questions answered

  • What should telcos, service providers, and technology vendors do to realize new revenues from the business messaging market?
  • What role will communications-platform-as-a-service (CPaaS) play in the value chain over the next five years?
  • How will RCS evolve as a business messaging channel?

Table of contents

Summary

  • Introduction
  • Download 1: The Road to 2023: Communications Apps and Services