Twilio named a Leader in CPaaS in 2023 IDC MarketScape report

May 24, 2023
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Once again, for a fourth time, Twilio has been named a Leader in the IDC MarketScape: Worldwide Communications Platform as a Service (CPaaS) 2023 Vendor Assessment report (doc #US50607923, May 2023).* As stated in the report:

“The company’s key differentiator is the ability to provide a consolidated platform for customer engagement solutions, leveraging a comprehensive CDP platform, Segment, and Twilio Flex Cloud Contact Center platform.”

Read the 2023 IDC MarketScape excerpt here

graph showing twilio as a leader in 2023 idc marketscape report
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the icons.

Twilio is known for creating the CPaaS market and continues to push the boundaries of innovation, alongside an increasingly dynamic market where customer expectations are ever changing. According to the 2023 IDC MarketScape report:

Twilio is one of the largest global CPaaS platforms by revenue and offers a diverse and comprehensive global Cloud Communications platform.”

While organizations have made big investments in CRM, customer service, and marketing automation, it's harder to reach customers than ever before. It’s likely that brands need a big investment to keep customizing their systems to reach their customers.

The Twilio approach to CPaaS is flexible and natively omnichannel, letting companies turn their ideas into realities, driving a clear return on investment. Today, organizations need more than just basic communication APIs to connect with their customers. They need an omnichannel approach to reach their customers, while knowing exactly how those customers want to be communicated with. More than that, they need deep insights about each customer as told through first-party and zero-party customer data patterns.

For companies to be keenly aware of each customer’s journey and their interests they need an end-to-end combination of communication channels and data together in a Customer Engagement Platform (CEP). As highlighted in the 2023 IDC MarketScape report:

“Twilio has moved beyond providing basic messaging APIs to simplifying the complexity of customer acquisition and engagement. The company has evolved from a CPaaS-only platform to a "customer engagement platform" (CEP), with a consolidated communications and data management platform. This requires moving beyond customization to "personalization" by adding customer data and AI functionality as well as automation to drive value.”

With Twilio’s CPaaS capabilities alongside Twilio Flex’s contact center as a service (CCaaS) and Twilio Segment’s customer data platform (CDP), you can build out a deep view of your customers’ preferences together in a single Customer Engagement Platform. Lastly, the IDC MarketScape report also noted:

“Twilio is also one of the most innovative and forward-looking companies in the software and cloud communications sector.”

Twilio's commitment to drive innovation and enterprise-ready solutions in the CPaaS, CDP, and CEP space is paramount. As the CPaaS market continues to evolve, Twilio is excited to help lead the innovations in this space for more personalized, relevant customer engagement. To read more about this 2023 IDC MarketScape report, click here.