BMIT SA Voice Services and UC&C Report 2024

SA Voice Services and UC&C Report 2026

 

Objectives

This study provides an analysis and forecast of the South African  Unified Communication and Collaboration (UC&C) and fixed line and mobile Tariffed Voice Services markets, with a primary focus on the B2B market. Key components of the market carried through from previous editions of the report include: Cloud Hosted PBX and Hosted Contact Centre, and analysis of the movement towards Converged UCaaS/CCaaS.

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:

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

Methodology

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 (2024)
  • 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 breakout calling as a subset.
  • Insights related to global and local growth rates of Microsoft 365 and Teams.

Table of Contents

Introduction & Definitions

  • Report objectives and methodology
  • Taxonomy and abbreviations

UC&C Megatrends

  • Market Drivers & Inhibitors – Outline
  • Global Drivers: The 6-Year Evolution of UC&C (2020–2026)
  • Summary of Significant UC&C Adoption trends (Phase 2: 2023-2024)
  • Summary of Technological Advancements (Phase 2: 2023-2024)
  • Significant UC&C Trends – Phase 3: 2024 – 2026

SA Voice and UC&C Market Overview

  • Market Overview – Outline
  • SA UC&C Market Overview – Cloud platform adoption
  • Cloud-based Call Control vs Teams UC in South Africa
  • 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

Fixed & 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 – PSTN vs VoIP Players

Competitive Landscape

  • Competitive Landscape – Outline
  • Overview of industry players – Large Operators and other (selected) 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

Selected Key Players Profiles

UC&C and Cloud Voice Platforms

  • UC&C and Cloud Voice Platforms – Outline
  • Unified Communication and Collaboration Taxonomy
  • UC&C Taxonomy Shift & Strategic Outlook 
  • International Vendors and Products 
  • International UC&C Market Growth 
  • Cisco UC&C Architecture & Profile
  • Microsoft UC&C Architecture 2026
  • Microsoft Architecture – Summary of Changes in 2025/2026
  • Microsoft UC&C Profile
  • Teams Call Control Breakout – Operator Connect vs Direct Routing
  • Microsoft Telephony Licensing Strategy – Teams Phone & Operator Connect
  • Microsoft Teams – Summary of Changes in 2025/2026
  • South Africa UC&C Market Overview
  • UC&C Active Licences / Subscriptions – South Africa
  • UCaaS / Cloud-hosted PBX – Licences by Customer Segment
  • UC&C Market Revenue
  • SA Market drivers and inhibitors – Cloud platforms
  • 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

Enterprise Customer Survey Findings (2024)

  • ICT Market Customer Survey – Overview & methodology
  • Market respondent classification
  • Cloud productivity software/solutions
  • Main collaboration tools
  • Video Conferencing tools
  • One-to-one voice communication methods

Further information

For further information and details on how to subscribe to this research please contact Anita Mathews on 011 540 8000 | 082 466 2317 | anita@bmit.africa

For more information on BMIT and our research and consulting services please visit www.bmit.africa