Twilio , a global leader in customer engagement platforms, has been named a Leader in the 2025 Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year, announced on July 24, 2025. Positioned highest for Ability to Execute, Twilio’s platform empowers over 335,000 customer accounts and 10 million developers to deliver personalized, real-time experiences.
Twilio named Leader in 2025 Gartner Magic Quadrant for CPaaS, third year running.
Positioned highest for Ability to Execute among 11 evaluated vendors.
Serves 335,000+ customer accounts and 10M+ developers globally.
New features include Conversational Intelligence and WhatsApp Business Calling.
71% of companies use AI for engagement, but only 42% of consumers find it personalized.
Report available at twilio.com/en-us/report/gartner-mq-cpaas-2025.
The 2025 Gartner Magic Quadrant evaluated 11 CPaaS providers based on Completeness of Vision and Ability to Execute. Twilio’s top ranking in execution reflects its robust platform, which integrates communications, real-time data, and AI to deliver seamless customer experiences. Companies like Lime, Kraken, Resy, and Universidad Uk leverage Twilio to enhance engagement. “We believe being recognized as a Leader... reflects our commitment to transforming every customer interaction,” said Kathryn Murphy, SVP, Product, Communications Platform at Twilio.
Twilio’s 2025 State of Customer Engagement Report highlights a gap: while 71% of companies use AI for engagement, only 42% of consumers find interactions personalized. Additionally, 68% of consumers prioritize seamless omnichannel experiences across chat, email, and social media. Twilio’s platform addresses these demands with flexible APIs and AI-driven tools.
At SIGNAL San Francisco 2025, Twilio unveiled:
ConversationRelay: Enables developers to build natural voice AI agents with real-time streaming and speech recognition.
Conversational Intelligence: Analyzes voice and text conversations for actionable insights, now in General Availability for Voice and Private Beta for Messaging.
WhatsApp Business Calling: Integrates voice and messaging in a single WhatsApp conversation.
Rich Communication Services (RCS): Set for General Availability later in 2025.
“As businesses enter a new era of engagement, Twilio is building a flexible, intelligent platform that integrates communications, real-time data, and AI,” Murphy stated. The platform supports personalization, trust, and productivity across the customer journey, serving as critical infrastructure for global brands.
Gartner’s Magic Quadrant provides a rigorous, fact-based analysis of CPaaS providers, positioning them in four quadrants: Leaders, Challengers, Visionaries, and Niche Players. Twilio’s consistent leadership underscores its innovation and scalability.
Twilio’s recognition reinforces its role in shaping the future of customer engagement, driving AI-powered, omnichannel solutions for a connected world.
Today's leading companies trust Twilio's Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales to marketing to growth, customer service and many more engagement use cases in a flexible, programmatic way. Across 180 countries, millions of developers and hundreds of thousands of businesses use Twilio to create magical experiences for their customers.
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