Asia Pacific Telecommunication Relay Service Market

Asia Pacific Telecommunication Relay Service Market Size

The Asia Pacific telecommunication relay service market was valued at USD 6 billion in 2024 and is anticipated to reach USD 6.60 billion in 2025 from USD 14.22 billion by 2033, growing at a CAGR of 10.06% during the forecast period from 2025 to 2033.

The Asia Pacific telecommunication relay service market refers to a range of specialized communication services designed to facilitate real-time interaction between individuals with hearing or speech impairments and standard telephone users. These services act as intermediaries, enabling accessibility through text-based calling, video relay, real-time text (RTT), and internet protocol (IP) relay solutions. Governments and regulatory bodies across the region have increasingly recognized the importance of inclusive communication infrastructure, prompting policy reforms and public funding initiatives aimed at expanding these services. In addition, advancements in cloud-based relay systems and AI-assisted transcription technologies have enhanced service efficiency and user experience. The migration toward VoIP-enabled relay platforms is also being driven by mobile internet penetration and smartphone adoption. While developed markets lead in implementation, emerging economies such as India and Indonesia are beginning to invest in scalable relay frameworks as part of broader digital inclusion programs.

MARKET DRIVERS

Strengthening Regulatory Frameworks for Digital Inclusion

The Asia Pacific telecommunication relay service market is strengthening with regulatory frameworks focused on digital inclusion and accessibility mandates. Governments across the region have increasingly enacted policies that require telecom operators to provide accessible communication services for individuals with hearing or speech impairments. According to the International Telecommunication Union (ITU), approximately 18 countries in the Asia Pacific have established formal legal obligations for providing relay services, either through national disability laws or telecom sector regulations. In India, the Rights of Persons with Disabilities Act 2016 has mandated the Department of Telecommunications (DoT) to develop localized relay mechanisms, further expanding access in a multilingual environment. As more countries recognize the need for an inclusive communication infrastructure, regulatory enforcement continues to serve as a strong catalyst for investment and innovation in the telecommunication relay service ecosystem.

Advancements in Cloud-Based and AI-Integrated Communication Technologies

Another significant driver contributing to the expansion of the Asia Pacific telecommunication relay service market is the rapid advancement of cloud-based and artificial intelligence-integrated communication technologies. Traditional relay services were largely dependent on fixed-line infrastructure and dedicated call centers, but modern solutions now leverage cloud platforms, AI-driven speech-to-text engines, and real-time translation capabilities to enhance accessibility and efficiency. Companies like Ericsson and Microsoft have partnered with regional telecom authorities to deploy AI-powered captioning and sign language interpretation tools within relay services, significantly improving the user experience. In China, Tencent and Alibaba have integrated machine learning into their relay offerings to support Mandarin-based voice-to-text conversion, catering to millions of hearing-impaired users.

MARKET RESTRAINTS

Limited Awareness and Low Usage Among Target Populations

One of the most persistent restraints facing the Asia Pacific telecommunication relay service market is the limited awareness and relatively low usage of available relay services among the intended beneficiaries. According to the World Health Organization (WHO), only about 30% of people with disabilities in the Asia Pacific have access to adequate information regarding assistive communication technologies. In several Southeast Asian countries such as Cambodia, Laos, and Myanmar, cultural stigma associated with disabilities often results in the underutilization of available services. Additionally, a lack of targeted outreach programs and insufficient training provided to potential users contribute to low engagement levels. Furthermore, even in more developed markets like Thailand and Malaysia, relay services suffer from poor discoverability due to inadequate promotional efforts by telecom operators and minimal integration with mainstream communication apps.

Fragmented Funding Mechanisms and Financial Sustainability Challenges

A critical challenge impeding the expansion of the Asia Pacific telecommunication relay service market is the fragmented nature of funding mechanisms and the financial sustainability issues associated with maintaining long-term relay operations. Unlike traditional telecom services, which generate revenue directly from end-users, relay services typically rely on government subsidies, universal service funds (USFs), or mandatory contributions from telecom operators. In countries like the Philippines and Indonesia, budgetary constraints have resulted in delayed payments to relay service providers, which is affecting staffing continuity and service reliability. India’s Department of Telecommunications has faced challenges in coordinating funding contributions from telecom operators through the Universal Service Obligation Fund (USOF), resulting in intermittent service rollouts.

MARKET OPPORTUNITIES

Expansion of Video Relay Services (VRS) Using Sign Language Interpretation

A major opportunity emerging in the Asia Pacific telecommunication relay service market is the expansion of Video Relay Services (VRS) using sign language interpretation, which provides a more natural and expressive mode of communication for individuals with hearing impairments. According to research conducted by the Asia-Pacific Development Center on Disability (APDCD), more than 70% of sign language users prefer VRS over other relay methods due to its ability to convey tone, emotion, and nuance effectively. Countries like Japan and South Korea have made significant progress in institutionalizing VRS, integrating it into emergency response systems and government hotlines.

Integration with Emerging Smart City and IoT Initiatives

An emerging opportunity for the Asia Pacific telecommunication relay service market lies in its integration with smart city and Internet of Things (IoT)-enabled infrastructure, allowing for seamless communication access in public spaces, transportation systems, and emergency services. As governments across the region accelerate their smart city development plans, there is a growing emphasis on embedding accessibility features into urban environments to support all citizens, including those with hearing or speech impairments. In Singapore, the Smart Nation initiative has explored integrating telecommunication relay functionalities into government kiosks, transport announcements, and healthcare portals to enable real-time assistance for individuals with disabilities.

MARKET CHALLENGES

Lack of Standardization Across Relay Platforms and Protocols

The lack of standardization across relay platforms, protocols, and service delivery mechanisms is a major challenging factor for the Asia Pacific telecommunication relay service market. Unlike traditional telecom services, which follow globally accepted technical norms, relay services vary significantly in terms of interface design, data formats, connection procedures, and interoperability requirements. According to the International Telecommunication Union (ITU), only a handful of countries in the region have aligned their relay service implementations with international standards such as ETSI ES 202 050 for Voice over IP Relay or RFC 5194 for IP-based relay framework definitions. This inconsistency creates barriers for cross-border service compatibility and limits the ability of users to access relay services when traveling outside their home country. For instance, a Japanese citizen relying on Video Relay Service (VRS) may find it difficult to use equivalent services while visiting India or Thailand due to differences in platform architecture, supported devices, and interpreter availability.

Dependence on Public Funding and Policy Implementation Delays

Another critical challenge affecting the Asia Pacific telecommunication relay service market is the heavy dependence on public funding and delays in policy implementation, which result in inconsistent service availability and operational inefficiencies. Many countries in the region rely on government-sponsored programs to finance and manage relay services, making them vulnerable to budget cycle fluctuations, administrative bottlenecks, and shifting policy priorities.

According to a study by the Asia-Pacific Development Center on Disability (APDCD), several nations still lack a clearly defined funding mechanism for sustaining relay services beyond initial pilot phases. In Indonesia, for example, delays in the approval process for annual relay service budgets have frequently led to temporary service suspensions, impacting thousands of users. In India, despite the Rights of Persons with Disabilities Act mandating telecom accessibility, the rollout of nationwide relay services has been slow due to procedural complexities in accessing the Universal Service Obligation Fund (USOF).

REPORT COVERAGE

SEGMENTAL ANALYSIS

By Service Type Insights

The Text-to-Voice Relay Services segment was the largest and held 32.2% of the Asia Pacific telecommunication relay service market share in 2024, with the widespread accessibility and simplicity of using text-based communication for individuals with hearing impairments in regions where smartphone adoption is high and literacy rates are favorable. A primary driver of this segment's growth is the integration of text-to-voice services into mainstream telecom offerings. In India, the Department of Telecommunications has mandated mobile operators to provide text relay features across their networks, ensuring broader reach among users. According to the National Association of the Deaf (India), over 5 million individuals actively utilize text-based relay solutions for daily communication needs.

The Video Relay Service (VRS) is swiftly emerging with a CAGR of 18.7% from 2025 to 2033. Countries like Japan and South Korea have institutionalized VRS through regulatory mandates, requiring telecom providers to support real-time sign language interpretation via video calls. In Australia, the National Relay Service (NRS) introduced AI-enhanced VRS capabilities that improved interpreter scheduling and call quality, contributing to a 28% increase in user engagement during the same period. VRS is becoming more widely accessible and efficient with advancements in video compression, 5G connectivity, and multilingual interpretation systems.

By Technology Insights

The IP Relay segment was the largest and represents the dominant technology segment in the Asia Pacific telecommunication relay service market by capturing 61.2% of the share in 2024. One key factor driving IP Relay’s dominance is the proliferation of smartphones and broadband connectivity, enabling seamless access to relay services through mobile applications and web interfaces. In South Korea, KT Corporation reported a 40% increase in IP Relay usage in 2023 due to nationwide 5G deployment and enhanced digital inclusion policies. Additionally, governments across the region are encouraging the adoption of IP-based relay systems as part of broader efforts to modernize telecom accessibility. In Australia, the National Relay Service (NRS) transitioned most of its operations to IP Relay in early 2023, improving service reliability and reducing latency issues previously encountered with traditional relay lines.

The IP Relay segment is lucratively growing with an anticipated CAGR of 14.3% during the forecast period. In India, initiatives led by the Department of Telecommunications have enabled wider availability of localized IP Relay services, supporting multiple regional languages and dialects. The Indian Institute of Technology (IIT) Delhi developed a Hindi-based speech transcription model specifically for IP Relay, boosting adoption in non-English speaking communities. Furthermore, the migration of enterprises toward unified communication platforms has created a rising need for integrated relay functions in customer care centers, government helplines, and banking services.

By End Use Insights

The Government segment led the Asia Pacific telecommunication relay service market by accounting for 44.4% of the share in 2024. Governments across the region are increasingly recognizing their responsibility to ensure equitable access to essential communication services, particularly for citizens with disabilities. In Japan, the Ministry of Internal Affairs and Communications oversees the country’s Text Relay and Video Relay Services, funding them through dedicated budgetary provisions. According to official reports, Japan processed over 20 million government-supported relay calls in 2023 alone.

The Enterprise segment is expected to register a CAGR of 16.9% during the forecast period. This surge is driven by increasing corporate awareness of accessibility compliance, the expansion of customer service inclusivity, and the need to support employees with disabilities in professional settings. Businesses in sectors such as banking, insurance, healthcare, and e-commerce are adopting relay-integrated contact center solutions to serve a broader customer base. In Singapore, financial institutions like DBS Bank and OCBC have incorporated IP Relay into their customer service channels to accommodate clients with hearing impairments, aligning with local disability inclusivity laws.

COUNTRY ANALYSIS

Top Leading Countries In The Market

Japan was the top performer in the Asia Pacific telecommunication relay service market with a 23.5% share in 2024. Japan’s aging population and high prevalence of age-related hearing loss have further amplified the demand for assistive communication tools. The country has also pioneered AI-assisted relay features, such as real-time caption generation and facial expression detection by enhancing interpretive accuracy for sign language users.

Australia's telecommunication relay service market held 19.2% of the share in 2024, with a strong presence due to its well-established regulatory environment, comprehensive National Relay Service (NRS), and long-standing commitment to disability rights. Moreover, Australia’s approach to multilingual relay services has set a benchmark for inclusive communication. In 2023, the NRS expanded support for several community languages, including Mandarin, Arabic, Vietnamese, and Italian, catering to diverse linguistic groups.

South Korea's telecommunication relay service market growth is leveraging its advanced digital infrastructure and forward-thinking policies to drive accessibility improvements.

The country’s rapid adoption of Video Relay Services (VRS) is one of the main contributors to its market position. In collaboration with telecom operators like SK Telecom and KT Corporation, the government has deployed high-speed VRS platforms that integrate seamlessly into mobile and fixed-line networks. Additionally, South Korea has embedded relay functionalities into public sector services, including emergency response systems and municipal hotlines, ensuring consistent access for citizens with disabilities.

India's telecommunication relay service market is lucratively to grow with the presence of a large population of individuals with disabilities and growing emphasis on digital inclusion. According to the Department of Empowerment of Persons with Disabilities, India is home to over 27 million people with hearing impairments, making it a critical market for scalable relay solutions.

The government has taken significant strides through the Rights of Persons with Disabilities Act 2016 and the National Action Plan for Skill Development and Employment, which mandate telecom accessibility across the public and private sectors. In 2023, the Department of Telecommunications initiated pilot projects for multilingual IP Relay services in six major cities, aiming to address linguistic diversity and improve service reach. Additionally, partnerships between NGOs, telecom operators, and academic institutions have led to the development of indigenous relay applications tailored for low-bandwidth environments. Initiatives such as the IIT-Madras-developed Sign Language Recognition System have further boosted confidence in local innovation.

China's telecommunication relay service market is lucratively to have prominent growth opportunities in the coming years. The Chinese government has prioritized digital inclusion as part of its broader social welfare agenda. Additionally, the government has supported pilot programs integrating relay services into public emergency dispatch systems. Collaborations between state-owned enterprises and tech giants like Tencent and Alibaba have led to the development of AI-assisted relay platforms that support Mandarin-based voice-to-text and sign language interpretation. According to the China Disabled Persons' Federation, over 5 million individuals accessed relay services through mobile apps in 2023.

KEY MARKET PLAYERS

HKBN, Enspyre, APTG, Brastel Telecom, AT&T, CHT, NCID, FETnet, TSTAR, Dynasky, iTalkBB, A1 Business Pte Ltd, Oregon Relay Service, Relay Indiana, TTRS, Vermont, Bell Canada, Cisco Systems, Skype Technologies, Taiwan Star Telecom Corporation, Italk Global Communications, and IBM Corporation are the market players that are dominating the Asia Pacific telecommunication relay services across the market.

Top Players in the Market

NTT Communications (Japan)

NTT Communications plays a pivotal role in advancing telecommunication relay services across Japan and the broader Asia Pacific region. The company integrates accessibility solutions into its global communication infrastructure, supporting both text-based and video relay services. NTT focuses on delivering seamless connectivity for individuals with hearing or speech impairments through high-quality, low-latency platforms that align with national disability inclusion policies. The company contributes to the global market by setting benchmarks in service reliability, AI-assisted transcription, and multilingual support. Its strategic partnerships with government bodies and NGOs have helped standardize relay services within Japan’s emergency response and public service systems, influencing regional accessibility frameworks and encouraging policy adoption in neighboring countries.

Telstra Corporation Limited (Australia)

Telstra is a leading provider of telecommunication relay services in Australia, operating under the National Relay Service (NRS) framework. The company delivers a full range of relay modalities, including text, voice carry over, captioned calling, and video relay, ensuring inclusive access for people with disabilities. Telstra's commitment to innovation includes exploring AI-driven sign language interpretation and mobile-first relay applications, which are positioning it as a forward-thinking leader in promoting equitable communication access worldwide.

KT Corporation (South Korea)

KT Corporation leads in developing and deploying next-generation telecommunication relay services in South Korea, emphasizing technology-driven inclusivity and broad service penetration. The company supports a wide array of relay formats, including Video Relay Services (VRS), IP-based relays, and real-time captioning systems. KT actively collaborates with the Korean government to embed relay functionalities into public sector communications, emergency services, and smart city projects. Its investments in AI, big data, and cloud-based relay platforms have significantly improved service efficiency and user engagement.

Top Strategies Used by Key Market Participants

Development of Multimodal and AI-Integrated Relay Platforms

Key players are focusing on building multimodal relay platforms that support text, voice, captions, and video simultaneously, offering users flexibility based on their communication preferences. Additionally, companies are embedding artificial intelligence to enhance speech-to-text accuracy, automate sign language interpretation, and improve real-time translation for better service delivery.

Collaboration with Government and Regulatory Bodies

To ensure long-term service sustainability and compliance, major participants are strengthening partnerships with national governments, regulatory authorities, and disability advocacy groups. These collaborations help shape policy frameworks, secure funding, and align relay service implementation with legal mandates on accessibility and universal service obligations.

Expansion into Enterprise Communication Ecosystems

Market leaders are increasingly integrating relay services into enterprise environments such as contact centers, banking apps, and e-government portals. This strategy enhances business inclusivity and meets growing demand from organizations seeking to comply with diversity, equity, and inclusion (DEI) standards while expanding their customer reach across diverse populations.

COMPETITION OVERVIEW

The competitive landscape of the Asia Pacific telecommunication relay service market is shaped by a mix of state-backed service providers, multinational telecom firms, and emerging local innovators striving to meet the rising demand for inclusive communication solutions. While government-led initiatives continue to dominate service provision in many countries, private sector participation is steadily increasing, particularly in markets where digital inclusion is being prioritized alongside technological advancement. Leading operators focus on enhancing service quality through platform modernization, AI integration, and improved user interfaces to cater to an increasingly tech-savvy disabled population. At the same time, competition arises not only from traditional telecom companies but also from startups and non-profit organizations experimenting with disruptive models, including decentralized relay networks and mobile-first solutions. Varying regulatory environments across the region pose both challenges and opportunities, with some countries embracing open-market approaches, while others maintain strict control over relay service operations. In this evolving ecosystem, differentiation comes from technological innovation, service customization, and proactive alignment with national disability policies, all of which contribute to shaping a more accessible communication future across the Asia Pacific.

RECENT HAPPENINGS IN THE MARKET

• In February 2024, NTT Communications launched an AI-enhanced video relay service in collaboration with a Japanese university research lab, designed to provide real-time sign language interpretation for deaf users, significantly improving conversational clarity and service responsiveness.
• In May 2024, Telstra expanded its National Relay Service to include multi-language captioning features, supporting Mandarin, Vietnamese, and Arabic-speaking communities, further strengthening its position as a leader in inclusive telecom services in Australia.
• In July 2024, KT Corporation introduced a cloud-native relay platform integrated with its 5G network infrastructure, enabling ultra-low latency video relay services tailored for use in emergency response and public safety applications across South Korea.
• In September 2024, SoftBank partnered with a leading NGO in Japan to deploy mobile-optimized relay services for rural populations, aiming to bridge the accessibility gap between urban and remote regions through lightweight, bandwidth-efficient solutions.
• In November 2024, the Australian Communications Consumer Action Network (ACCAN) collaborated with multiple telecom providers to launch a unified relay app store, offering certified third-party relay applications and tools to improve user choice and service personalization across the country.

MARKET SEGMENTATION

This research report on the Asia Pacific telecommunication relay service market is segmented and sub-segmented into the following categories.

By Service

• Text-to-Voice
• Voice Carry Over
• Captioned Telephone Service
• IP Captioned Telephone Service
• Internet Protocol Relay Service
• Video Relay Service
• Others

By Technology

• IP Relay
• Traditional Relay

By End Use

• Personal
• Government
• Enterprise

By Country

• India
• China
• Japan
• South Korea
• Australia
• New Zealand
• Thailand
• Malaysia
• Vietnam
• Philippines
• Indonesia
• Singapore
• Rest of APAC