Twilio is again named a Leader in the new 2024 Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS)

June 27, 2024
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Twilio is again named a Leader in the new 2024 Gartner® MQ for CPaaS

We are thrilled to announce that for the second year in a row, Twilio has been recognized by Gartner as a Leader in its 2024 Magic Quadrant for CPaaS. Gartner selected 11 different vendors in this market and analyzed each on its “Ability to Execute” (Y-axis) and “Completeness of Vision” (X-axis). Twilio was positioned the highest among others for our “Ability to Execute.” Gartner evaluates providers on the quality and efficacy of the processes, systems, methods, or procedures that enable IT provider performance to be competitive, efficient and effective, and to positively impact revenue, retention, and reputation within Gartner’s view of the market. 


As an essential companion to the Magic Quadrant, Gartner also produced a new “Critical Capabilities” report. This methodology provides deeper insights into providers’ product and service offerings by extending the Magic Quadrant analysis. Businesses can use this research to further investigate product and service ratings based on key capabilities set to important, differentiating use cases. 

Twilio placed first in four of the six Use Cases, and second in another. In this write-up, Gartner narrowed in on a couple of Twilio’s key strengths:

  • "AI in its products to drive operational efficiency, customer engagement and fraud management."
  • “Broad set of capabilities, including basic and advanced messaging, basic and advanced voice, email, omnichannel orchestration, security, payments, low-code builders, integrations, customer data platform, and vertical and horizontal apps."

What this placement means for Twilio

We believe Twilio’s placement as a Leader in this report is a testament to the value we are delivering to customers through new innovations, investments in R&D, work with ISVs and partners, and efforts to reduce fraud and support a fully verified ecosystem.

“Having Twilio named as a Leader in the Gartner Magic Quadrant for CPaaS is an outstanding recognition!” said Khozema Shipchandler, CEO of Twilio. “The promise of a personalized experience is paramount for businesses today, but very few brands actually deliver on it because it's so hard to orchestrate. Twilio provides a single, flexible platform to help businesses overcome the complexity of meeting customers where they are, in the way they want to be engaged. Twilio has received many accolades from analysts and customers, while also achieving market-leading reliability and scalability for customer engagement. We believe this Leader recognition from Garner further proves why leading brands choose Twilio as their platform to power every interaction.”

Our commitment to customers 

Whether businesses are trying to onboard and authenticate users or acquire and retain customers, Twilio has the data and AI that integrate real-time understanding and intelligence into every interaction. In the last year, we've announced and/or launched a handful of new products and features that will continue to help customers drive real outcomes across the entire customer lifecycle, including:

  • Unified Profiles: This innovation provides Twilio customers, starting with Flex, with a native Twilio Segment workspace with limited setup, to unify data from previous interactions, website and application activity, CRM solutions, and data warehouses. Profiles are enhanced with every customer interaction to provide agents and AI workflows with a complete view of the customer's activity, predictive and behavioral traits, and summaries of previous interactions to personalize every touchpoint.

  • Agent Copilot: As a generative AI assistant, Agent Copilot is designed to leverage large language models (LLMs) to automate and enhance agent productivity. Agent Copilot used data contained within Unified Profiles to offer intelligent routing and actionable insights for every customer interaction, thereby reducing resolution times. At the end of each customer interaction, Agent Copilot in Flex can automatically generate wrap-up notes, including sentiment and disposition code. It also automates the process of creating post-call summaries, which are then used to further refine and improve the AI algorithms to create an ongoing flywheel of increasing understanding of the customer’s intent and preferences. 

  • Voice Intelligence:  Voice Intelligence enables businesses to understand every voice interaction to improve efficiency and each interaction across Twilio’s Customer Engagement Platform. Next Gen Language Operators include sentiment, summarization and entity recognition in Voice Intelligence to improve caller experiences through LLMs and predictive AI. These operators enable customers to programmatically recognize addresses, names, locations, summaries and quantities – as well as customer sentiment. 

  • SMS Pumping Protection Insights: Twilio applied AI to detect and block artificially-inflated traffic (AIT) across Verify, Programmable Messaging and Lookup APIs, saving customers from paying for unnecessary verifications (more than $45.8M in avoided costs to date). Twilio is recognized by the industry for its novel approach to an industry-wide challenge that impacts 5% of global traffic – and its commitment to quality – made possible by innovation in AI and scale of customer interactions.

  • 100% guaranteed protection against SMS Pumping Fraud: If a fraudulent SMS transmission that constitutes as pumping fraud is sent from Customer’s account that Verify Fraud Guard should have identified and blocked (“Fraudulent Messages”) and fails to do so, Twilio will credit Customer for any Verify fees and SMS fees incurred for those Fraudulent Messages (collectively, “Fraudulent Message Fees”).  Subject to certain conditions.

  • Traffic Optimization Engine:  Now organizations can prioritize messages and organize traffic efficiently to ensure that their communications reach customers promptly and effectively. You can organize traffic by use case, sender type, and destination. By separating your messages into priority lanes, you’ll avoid creating a queue that blocks your messages and deliverability time, leading to a more efficient traffic flow. Plus, with Multi-Tenancy enabled, priority lanes algorithmically receive a minimum share of throughput right at the moment it’s needed.

Gartner views CPaaS as a critical component for companies to succeed in the digital economy.  In fact, they predict that by 2026, 90% of global enterprises will leverage CPaaS as a strategic IT skill set to maintain digital competency, up from 30% in 2022.

By creating a single, flexible platform for all customer interactions, Twilio is enabling brands to innovate fast and focus on the value they can deliver to each and every customer. Our customers get better outcomes with an end-to-end engagement platform. 

But don’t just take our word for it. Read what our customers had to say about us in Gartner Peer Insight reviews:


We invite you to explore both Gartner reports to learn why Twilio was recognized as a CPaaS Leader. 

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