Twilio Recognized as Leader in 2025 Gartner Magic Quadrant for CPaaS, Enhancing Customer Engagement

Twilio Inc. (TWLO) has been recognized as a Leader in the 2025 Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) for the third consecutive year. The company supports over 335,000 active customer accounts and more than 10 million developers globally. Twilio unveiled new product enhancements, such as ConversationRelay and Conversational Intelligence, to improve customer engagement. Despite the widespread use of AI, only 42% of consumers find these interactions personalized, highlighting a challenge for the company.

Twilio Inc. (TWLO) has been recognized as a Leader in the 2025 Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) for the third consecutive year. This achievement underscores the company's continued innovation and leadership in the CPaaS market. Twilio supports over 335,000 active customer accounts and more than 10 million developers globally, demonstrating its extensive reach and impact.

At Twilio's annual SIGNAL San Francisco conference, the company announced several new product enhancements designed to improve customer engagement. ConversationRelay, a conversational AI capability, enables developers to create robust natural voice AI agents using their preferred language models (LLMs). It integrates real-time streaming, advanced speech recognition technology, interruption handling, and expressive, human-like voices, allowing developers to build advanced agentic applications more quickly and efficiently [1].

Conversational Intelligence, an expansion of Twilio's Voice Intelligence, analyzes voice calls and text-based conversations, converting them into structured data and insights to enhance customer experiences and operational efficiency [1]. Additionally, WhatsApp Business Calling is now available, allowing customers to communicate with businesses via a single conversation for both messaging and voice, while Rich Communication Services (RCS) are set to be available later this year [1].

Despite the widespread use of AI, only 42% of consumers find these interactions personalized, indicating a significant challenge for companies like Twilio. According to Twilio's 2025 State of Customer Engagement Report, while 71% of companies use AI to enhance engagement, the lack of personalization highlights an area for improvement [1].

"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" [1].

Magic Quadrant reports provide a comprehensive view of the relative positions of providers in high-growth markets, aiding customers in making informed decisions. Twilio's position as a Leader in this quadrant highlights its strong performance in both Completeness of Vision and Ability to Execute [1].

References:
[1] https://www.businesswire.com/news/home/20250724579546/en/Twilio-Recognized-as-a-Leader-in-the-2025-Gartner-Magic-Quadrant-for-CPaaS