BMIT SA Voice Services and UC&C Report 2023

SA Voice Services and UC&C Report 2023

This report provides an in-depth review of the fixed and mobile voice services and UC&C markets in South Africa against the backdrop of global trends. It contains market sizing and forecasts, market drivers and profiles of key players in the market. Additionally, it examines the present state of UC&C adoption in South Africa, including B2B user survey findings.

The findings include a market model and forecasts informed by key drivers and challenges in this market, as well as a competitive analysis.

Key topics:

  • Market sizing and segmentation
  • Impact of substitution between traditional tariffed voice services and alternatives such as omnichannel communication and over-the-top (OTT) voice
  • Key market drivers and inhibitors
  • Key competitors and their products and services


The research methods used for this report include primary and secondary research followed by extensive analysis and forecasting.

  • Primary research

Primary research for this report consists of in-depth industry interviews with leading players in the tariffed fixed voice and cloud-hosted voice platforms arenas.

  • Market modelling

Market estimates in this report are modelled, based on BMIT’s best estimates, tied back to operator reporting as far as possible, with further modelling where necessary, including forecasts and a market share model.

The UC&C review is further supported by:

  • Interviews with leading industry players
  • BMIT’s B2B Customer Survey findings (2022)
  • A model of the universe of knowledge workers in the formal sector in South Africa, penetration rates of Microsoft 365 overall and relative levels of activation of Teams and Teams Direct Routing as subsets.
  • Insights related to global and local growth rates of Teams.


Table of Contents

Introduction & Definitions

  • Report objectives and methodology
  • Taxonomy and abbreviations

SA Voice and UC&C Market Overview

  • Market Overview – Outline
  • SA Voice and UC&C Revenue Overview
  • Market trends, drivers and impact of macro-economic factors
  • Substitution between traditional fixed voice call control and Cloud-based call control
  • Fixed & Mobile Traffic Overview
  • Mobile Market Maturity – analysis of indicators from operator reporting
  • Telkom Reporting
  • Fixed & Mobile Voice Revenue Overview

Market Drivers and Inhibitors

  • Market Drivers & Inhibitors – Outline
  • Market drivers and inhibitors – Tariffed voice calling
  • Impact of Loadshedding
  • Market drivers and inhibitors – Cloud platforms
  • Cloud-based Call Control vs Teams UC

Fixed and Mobile Voice Market Analysis & Segmentation

  • Fixed & Mobile Voice Market Analysis – Outline
  • Mobile Voice Revenue by Customer Segment
  • Fixed Voice Segmentation by Customer Segment – total market and Alternative VoIP Players subset
  • B2B Fixed Voice Segmentation by Customer Segment (Rm) – PSTN vs VoIP Players
  • B2B Fixed Voice Segmentation by Customer Segment

Competitive Landscape

  • Competitive Landscape – Outline
  • Overview of industry players – Large Operators
  • Overview of industry players – Other (selected) key VoIP challengers
  • Fixed Line Traffic, Revenue and Blended Yields – PSTN vs Alternative VoIP Players
  • Alternative VoIP Players – Indicative Market Shares
  • VoIP vs Cloud Voice Platform Revenue Shares – Leading VoIP OLO Players and Other Cloud-hosted Voice Platform players
  • VoIP & Cloud Voice Platform Product Profile – Leading VoIP OLO and Multi-tenanted Cloud-hosted voice platform players
  • ECN
  • Vox Telecom
  • Vox Cloud-hosted PBX – 3CX Cloud is the primary offering
  • Saicom
  • Switch Telecom
  • Telviva
  • Telviva – Omnichannel UC&C and multi-platform integration
  • BitCo
  • Centracom
  • Huge TNS and GSM

UC&C and Cloud Voice Platforms

  • UC&C and Cloud Voice Platforms – Outline
  • Unified Communication and Collaboration Taxonomy
  • Gartner UC&C Market Size & Forecast
  • IDC UC&C Taxonomy, Vendors and Products
  • Market Growth in 2022
  • International UC&C Market Growth by Major Player
  • Microsoft UC&C Architecture
  • Microsoft UC&C profile
  • Cisco UC&C Architecture
  • Cisco UC&C profile
  • South Africa UC&C Market Overview
  • UC&C Active Licences / Subscriptions
  • Cloud-hosted PBX by Customer Segment (Rm)
  • UC&C Market Revenue
  • Local Market Trends
  • Cloud-based Call Control vs Teams UC in South Africa
  • Substitution between traditional fixed voice call control and Cloud-based call control
  • Key Players in Cloud-hosted PBX in South Africa
  • UC&C Adoption Megatrends – Overview
  • Hybrid work model and demand for cloud-based services are expected to continue
  • Deeper integrations for more seamless workflows
  • Asynchronous interactions
  • Video remains important and is likely to become more asynchronous in the future
  • Employee Experience (EX)
  • The focus shifts to security
  • Technological Advancements – Overview
  • Cross workspace/organisation collaboration
  • APIs and Integrations to build more comprehensive collaboration workspaces
  • UC Integration into Voice Systems / SIP
  • AI in UC&C
  • Robotic Process Automation
  • Lightweight audio in Unified Communications

Customer Survey Findings

  • Customer survey methodology
  • Productivity solutions
  • Collaboration tools
  • Video conferencing tools
  • One-to-one voice communication

Further information

For further information and details on how to subscribe to this research, please contact Anita Mathews at 011 540 8000 | 082 466 2317 |