Europe Telecommunication Relay Service (TRS) Market size exceeded USD 1 billion in 2020 and is estimated to witness 5% CAGR from 2021 to 2027. The growing adoption of improved communication services is fueling the market growth.

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The market growth is owing to the extensive smartphone penetration and growing emphasis on offering effective communication medium to the deaf community. According to the GSMA Intelligence’s Mobile Economy 2020 Report, in 2019, the region had a smartphone adoption rate of 76% and ranked second in the world. The region is also witnessing a significant penetration of unified communication and collaboration solutions.

Europe Market, By Service

The captioned telephone service segment accounted for 20% Europe telecommunication relay service market share in 2020. Captioned telephones have a built-in screen that provides text captions for all the voice communication being made from the other end. The captioned telephone service works in the same pattern as a VCO- the call is placed to a call center where the CA re-voices the messages spoken by the other party, and automatic speech recognition technology transcribes the CA’s voice into text (captions) that is displayed on the captioned telephone.

Europe Telecommunication Relay Service (TRS) Market, By Technology

The IP relay technology segment will grow at 5% CAGR through 2027, due to the rising penetration of IP connections and mobile devices. The widespread penetration of telecom infrastructure and availability of IP-based mobile devices are fueling the IP relay technology segment growth. It addresses the requirement for enhanced quality and communication experience. IP relay technology enables faster typing and enables users to view more conversation on their computer screen compared to TTY LCD window.

Europe Market, By End-use

The enterprise segment will gain remarkable momentum during the forecast timeline, attributed to the rising demand for unified communication services across the enterprises. The enterprises in the market offering relay services witnessed a sharp increase in the calls and lack of communication assistants to support the services. Due to these concerns, several government agencies granted industry-wide waivers on relay services to ensure service continuation amid worldwide pandemic. Amid COVID-19 crisis, country-wide lockdowns and restrictions on the public movement fueled the demand for telecommunication relay services.

Europe Market, By Country

UK telecommunication relay service market will reach USD 400 million revenue by 2027. The increasing focus on providing deaf individuals with effective communication services including TRS is anticipated to support the market growth. The regulatory authorities operating in the country are taking significant efforts to facilitate telecommunication relay services to individuals with speech and hearing disabilities. For instance, in February 2021, Ofcom, one of UK’s telecom regulatory authorities, proposed consultations for offering video relay services to deaf individuals. Under the initiative, the companies across the country are required to offer video relay services through British Sign Language (BSL) interpreters.

Competitive Industry Landscape

Major players involved in the Europe telecommunication relay service market include Avaya Inc., Captel Inc., Cisco Systems Inc., Convo Communications LLC, KCOM Group Ltd., Purple Communications Inc., Relay UK BT (BT Group Plc), RogerVoice, Skype Technologies S.A.R.L., Sorenson Communications LLC, T-Meeting, and ZVRS.