Twilio, the customer engagement platform that drives real-time, personalized experiences for today’s leading brands, announced it has been recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Communications Platform as a Service CPaaS for its CPaaS platform for the third consecutive year. The evaluation was based on specific criteria that analyzed the company’s overall Completeness of Vision and Ability to Execute.
Twilio delivers trusted communications and data-driven engagement for more than 335,000 active customer accounts and over 10 million developers worldwide. Companies such as Lime, Kraken, Resy, and Universidad Uk rely on Twilio’s products to build better experiences for their customers. Today’s customers have come to expect seamless experiences, but many businesses are still struggling 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 this year’s SIGNAL San Francisco, Twilio’s customer and developer conference, the company announced new product enhancements to its communications offering including:
- ConversationRelay (General Availability): A conversational AI capability that enables developers to create robust natural voice AI agents using their preferred LLM. Twilio seamlessly integrates real-time streaming, the latest speech recognition technology, interruption handling, and expressive, human-like voices, allowing developers to create advanced agentic applications more quickly, and with less overhead.
- Conversational Intelligence (General Availability for Voice and Private Beta for Messaging): An expansion of Twilio’s Voice Intelligence, Conversational Intelligence analyzes voice calls and text-based conversations, converting them into structured data and insights that can improve customer experiences and operational efficiency, at scale.
- WhatsApp Business Calling (General Availability): Customers can now use the WhatsApp application to seamlessly communicate with businesses via a single conversation for both Messaging and Voice.
- Rich Communication Services (RCS) coming to General Availability later this year.
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“We believe being recognized as a Leader in the Gartner Magic Quadrant for CPaaS for three consecutive years reflects our commitment to transforming every customer interaction,” said Kathryn Murphy, SVP, Product, Communications Platform at Twilio. “As businesses enter a new era of engagement, Twilio is building a flexible, intelligent platform that integrates communications, real-time data, and AI. Our platform helps companies unlock personalization, trust, and productivity, and is designed to serve as the core infrastructure for every step of the customer journey.”
Magic Quadrant reports are a culmination of rigorous, fact-based research in specific markets, providing a wide-angle view of the relative positions of providers in markets where growth is high and provider differentiation is distinct. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries and Niche Players. The research enables customers to get the most from market analysis in alignment with their unique business and technology needs.
SOURCE: Businesswire