For the third year, Twilio is named a Leader in the 2025 ®Gartner Magic Quadrant™ for Communications Platform as a Service

For the third consecutive year, Twilio is named a Leader in 2025 ®Gartner Magic Quadrant™ for Communications Platform as a Service (CPaaS)

We at Twilio are honored to be recognized by Gartner as a Leader in their CPaaS Magic Quadrant report for the third consecutive year, and especially thrilled to be positioned highest again for our “Ability to Execute.”

Today, consumers have come to expect and even demand delightful experiences from brands. Yet many businesses struggle to deliver. According to Twilio’s 2025 State of Customer Engagement Report, while 71% of companies use AI to enhance engagement, only 42% of consumers find these interactions personalized. Additionally, seamless omnichannel engagement has become a top priority, with 68% of consumers expecting consistent service whether they interact via chat, email, or social media.

At Twilio we want to make this easier. Our mission is to power amazing experiences across the entire customer journey. 335,000+ customers rely on Twilio for exceptional digital interactions. And being named a Leader by Gartner reflects our innovation and commitment to our mission. Here are the core areas where we continue to win:

1. Trusted scale and reach across channels

Twilio empowers businesses to communicate globally with the lowest-latency, highest-deliverability interactions through the Super Network, while simplifying the complexities of telco and email infrastructure with access to 4,800+ global carrier connections. To ensure a communications ecosystem that drives engagement, Twilio builds compliance into its products to root out bad actors, protect consumers, and support advanced functionality like branded communications.  And customers appreciate our scale; In 2024 alone, we powered 27.9B+ Voice calls, 193B+ Messages, 2.2T+ Emails, and 5.1B+ Customer verifications.

Recently, at our premiere customer event, SIGNAL, we announced the following new communication capabilities:  

• RCS Business Messaging (Rich Communication Services), which offers richer, branded customer experiences—including cards, quick replies, and verified trust markers right in consumers native messaging app, is now live in 19 countries, 
• WhatsApp Business Calling on Twilio Voice, which helps your brand be front-and-center on the world’s most popular messaging app, and yet enables  seamless transitions between messaging and voice channels.
• Global compliance capabilities quickly meet regulatory requirements and protect personal data.  This includes:
  • Data Residency in the European Union: so businesses can meet common privacy and compliance requirements related to the handling of personal data. SendGrid Email will be Generally Available in July, and SMS will be in Private Beta by the end of the year.
  • Our new Compliance Toolkit: This AI-driven approach helps businesses comply with certain regulatory requirements in the US, without complex manual processes or code changes by proactively detecting potential violations and preventing transmission.

2. Intelligent engagement

Twilio uniquely uses data, communications, and AI for customer ROI. At SIGNAL, we also highlighted innovation on our AI-first platform.  This includes news around:

• Conversational and agentic AI:  Twilio’s Conversational AI, which brings together the power of human conversation and AI intelligence—connecting channels like Voice, SMS, WhatsApp, and web chat to create a unified customer experience.  Two key components of Conversational AI includes: 
  • ConversationRelay: A simple way to deploy human-like AI voice agents with features like interruption handling, advanced speech recognition, and expressive voices. 
  • Conversational Intelligence: Now Generally Available for Twilio Voice and in Private Beta for Twilio Messaging channels. This lets you analyze interactions across your customer channels, quickly, to identify sentiment, intent, and points of friction for each customer. 

Additionally, Twilio and Microsoft announced a multi-year, strategic partnership to accelerate how organizations build AI-enabled customer experiences.  Twilio will continue expanding conversational AI functionality in conjunction with Microsoft Azure AI Foundry 

• Prevention of fraud and abuse:  Twilio uses data from 2.5T+ digital interactions with AI to improve performance with the Traffic Optimization Engine and detect and help prevent fraud through tools like Fraud Guard.  For example, using AI, Twilio has blocked 747M fraud attempts with Twilio Verify Fraud Guard (from June ‘22 to May ‘25), a cost savings to our customers of $82M.

3. Built for Builders

As an extensible platform, Twilio’s APIs become more powerful as a result of native integrations with major AI providers as well as the Segment CDP. For partner teams, Console-based dashboards enable easy configuration and allow them to monitor performance with proactive alerts and AI-enabled recommendations that turn data into action. Guided use case onboarding, multichannel APIs, SDKs, Studio and Docs allow devs to get started quickly and configure and grow their applications over time. Over 10+ million developers choose Twilio’s easy-to-use CPaaS solution to power omni-channel engagement with their customers worldwide.

4. Authentication and Identity

By utilizing Twilio Verify and Lookup APIs together, brands can supercharge their authentication solutions and get the most from their investments. We help organizations remove the friction from onboarding and transactions with authoritative phone data validation and real-time verification. Brands can validate users automatically at any touchpoint to identify then fast-track real customers into no-input verification. 

What really illustrates this best, is the value our customers get from their Twilio investment.  For example:

• Lime has seen nearly $100,000 annualized reduction in costs from SMS pumping fraud
• Kraken is able to process thousands of secure phone payments, and send over 1 million emails every day
• Resy automated guest reservations and confirmations for their 35+ million users, while sending 21 million messages each month
• Universidad Uk optimizes student and employee experiences with AI, seeing a 70% deflection rate via virtual agents, 25% increase in new customer conversion rates, and 45% savings in operational costs

We believe the Gartner Magic Quadrant is one of the most prestigious evaluations in the industry, relying on a comprehensive analysis of vendors’ completeness of vision and ability to execute, and that being named a Leader for the third year in a row is a validation of our dedication to driving meaningful results for our customers. 

We are grateful for the recognition and excited to continue building customer engagement solutions in the era of AI.

Download the full 2025 Gartner Magic Quadrant™ for CPaaS report to read more about Twilio’s recognition as a Leader.

Gartner, Magic Quadrant for Communication Platforms as a Service, Lisa Unden-Farboud, Manoj Bhatia, Pankil Sheth, Ajit Patankar, 21 July 2025

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