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Twilio, the infrastructure for customer engagement in the AI era, today announced it has been recognized as a Leader in the 2026 Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Twilio also received the highest placement in Ability to Execute.
Twilio named a Leader in the 2026 Gartner Magic Quadrant for CPaaS for the fourth straight year.
Twilio received the highest placement in Ability to Execute among all vendors evaluated.
Companies including Best Buy, Netflix, ANA, and CLEAR rely on Twilio for personalized customer engagement.
Recent innovations include Voice AI, Conversation Relay, Agentic Platform Capabilities, and redesigned Twilio Console.
In late 2025, Gartner also named Twilio the company to beat for AI CPaaS.
Twilio believes its positioning reflects its role at the center of CPaaS, CCaaS, CDP, and AI convergence.
Twilio delivers trusted communications and data-driven engagement for hundreds of thousands of customer accounts worldwide. Companies such as Best Buy, Netflix, All Nippon Airways (ANA), and CLEAR rely on Twilio to build personalized, scalable experiences for their customers. To us, this recognition reflects Twilio's continued investment in unifying communications, real-time data, and AI into a single, developer-friendly platform – built to power the contextual customer experiences that today's businesses demand.
Twilio believes this recognition builds on Twilio's broader positioning as the infrastructure layer at the center of the CPaaS, CCaaS, CDP, and AI convergence. In late 2025, Gartner also named Twilio the company to beat for AI CPaaS. Together, we believe these recognitions affirm Twilio's place as the platform that enterprises and developers turn to as AI reshapes how businesses engage with their customers.
This recognition comes as Twilio continues to expand its platform, with recent innovations including:
Voice AI and Conversation Relay: Enables developers to build sophisticated, natural-language voice agents using their preferred LLM, with real-time streaming, PCI-compliant voice workflows, native integration of real-time speech-to-text models, and programmatic access to latency and quality analytics.
Agentic Platform Capabilities: Twilio's Agent Connect, Conversation Orchestrator, and Conversation Memory capabilities enable businesses to connect their existing AI agents to Twilio's Voice and Messaging channels and deploy them across customer touchpoints – ensuring every conversation is persistent, contextual, and actionable. Conversation Intelligence extends this further with generative AI language operators that turn live conversations into actionable, real-time intelligence that enhances human agents and triggers immediate actions like automated workflows across voice and messaging channels.
Twilio Console: A completely redesigned console serves as a centralized command center for customers, featuring Twilio Workbench for developer productivity and an integrated AI assistant, making it easier to explore and manage Twilio products in one place.
"Twilio believes it created the CPaaS category, and four consecutive years as a Leader reflects how much we've continued to shape it. What started as APIs for SMS and voice has evolved into a full platform for continuous, contextual customer engagement," said Kathryn Murphy, SVP of Product at Twilio. "As we enter the agentic era, we're doing what we've always done: building the infrastructure businesses need to have real conversations with their customers, whether those conversations are powered by humans or AI."
About Twilio
Twilio is the infrastructure for customer engagement in the AI era. By combining global communications, memory, and AI orchestration with identity, governance, and observability, Twilio enables businesses to deliver continuous, contextual, personal, and secure conversations across every channel and participant – human or AI.
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