Twilio Named a Leader for the Fifth Time in IDC Marketscape for CPaaS!

Twilio Named a Leader for the Fifth Time in IDC Marketscape for CPaaS!

For the fifth time, Twilio has been recognized as a Leader in the IDC MarketScape: Worldwide Communications Platform as a Service (CPaaS) 2025 Vendor Assessment report (Doc #US52039625, February 2025). 

We believe this achievement underscores Twilio’s position as a dominant player in a market that continues to evolve at a rapid pace. The IDC MarketScape states that the CPaaS landscape is shifting away from traditional messaging volume and toward AI-powered, differentiated solutions that provide tangible outcomes and measurable KPIs for businesses. 

Business leaders – a whopping 76% of those surveyed in our annual State of Customer Engagement Report – tell us that personalized engagement is a top priority. The businesses that invest in personalization see real benefits with 55% of consumers saying they’d pay more for customized experiences. Most solutions however, lean on to siloed data and disconnected tools, ultimately leading to disjointed customer experiences across channels. In addition, trust is a key component - 60% of consumers cite data protection as the most important factor in building trust.

At Twilio, we are not only continuing to invest in our foundation as a leader in communications, we’re building a platform that uniquely combines trusted communications, contextual customer data, and AI to enable the personalization at scale that modern businesses (and consumers) seek.

The communications platform for builders

Our 320,000+ customers and more than 10M developers span leading enterprises, ISVs, and builders in every industry and push us to innovate ahead of the market. Together, we have sent more than 2.2T emails, 193B+ messages, and made 22B+ voice calls. In 2024, we continued innovating to deliver more trusted channels, an improved builder experience delivering more value on top of those channels, and expanded our AI-driven capabilities. Let’s take a deeper look.

Trusted channels as our foundation

First, the transparency, reliability and security of our communication channels enable us to maintain trust with our customers and their end consumers - we deliver high quality communications to 240+ countries & regions. Building trust has two parts; delivering the highest quality interactions, and preventing bad actors from exploiting the ecosystem. Hence, in addition to industry-first innovations in traffic optimization and artificially inflated traffic (AIT) prevention, we continued to deliver visible trust markers through branded communications channels like Branded Calling in the US, RCS and WhatsApp Business Calling. 

A commitment to the builder experience

Second, our optimized and simple builder experience enables technical and non-technical builders to create better consumer experiences, with greater productivity. We demonstrated our commitment to the builder community in 2024 with new releases like RCS  as a seamless upgrade within our Messaging APIs, plus adding a new deliverability score, insights and AI-based recommendations in the Console. Features like the Engagement Suite delivered richer insights, with improved deliverability, and time to market. In 2025, we’ll continue to invest in that builder toolkit with more channels and functionality. 

AI as an enabler

Third, we’re building AI-driven capabilities across our platform to deliver higher quality customer experiences, improve employee efficiency, and deliver ROI for our customers. In addition to various LLMs, we’re leveraging communications data and proprietary models to optimize traffic, detect and prevent artificially inflated traffic, and understand conversations at scale. Notable AI-enabled releases in 2024 include Voice Intelligence, Agent Copilot in Flex, and the GA of Verify Fraud Guard which has saved customers $62M+ and helped block 569M fraud events. Most recently, we announced a new partnership with OpenAI to natively integrate the Realtime API and released ConversationRelay, to simplify deploying voice AI virtual agents. 

It is no secret that your AI is only as good as your data and with Twilio's industry-leading Customer Data Platform (CDP), Segment, we ingest over 400,000 events per second and process 900 million data points daily. As we continue innovating in 2025, we’ll continue to bring trusted communications, contextual data, and AI together to deliver personalization at scale. 

Read the excerpt

At Twilio, we are committed to driving innovation across our platform. As the IDC MarketScape puts it, “Twilio's R&D allocation expenditure is almost 25% of revenue, and the result is the company is the most innovative cloud communications platforms in the world.” To learn more about why the IDC MarketScape named Twilio a Leader in CPaaS, check out the excerpt here.