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Customer Experience MetriCast 2025: Communications Platform as-a-Service Market Share & Forecast: 1Q25

Published on: July 17, 2025

Authors: Layne Haaksma, Senior Research Analyst; Diane Myers, Senior Research Director
Metrigy’s Customer Experience MetriCast 2025 market study for CPaaS underscores the importance organizations place on the ability to customize their customer engagement features and add cloud-based apps for improved customer experience. A total of 33.6% of organizations were using CPaaS in early 2025 and another 19.0% have planned to do so by the end of 2025. This report provides details on CPaaS spending, market size and forecast, and vendor selection, along with segmentation by size and global region. Highlights of the study include the following:
  • CPaaS platforms are most widely used by large companies with more than 2,500 employees; 40.4% of companies in this size range are using CPaaS as part of their CX strategy.
  • Regionally, CPaaS platforms are most widely adopted in APAC (39.0% of companies have adopted), followed by North America (33.1%) and Europe (28.2%).
  • The global market size for CPaaS platforms was $14.3 billion in 2024, up 5% year-over-year (YoY). We are forecasting the market to grow at a 7% 2024-29 CAGR, reaching $19.7 billion by 2029.
  • Numerous companies offer CPaaS capabilities, delivering both out-of-the-box and customized, cloud-based applications. These include CPaaS specialists such as Alibaba, Bandwidth, Infobip, IntelePeer, Bird (formerly MessageBird), NUSO (formerly Brightlink), Plivo, Sinch, Tata Communications (formerly Kaleyra), Twilio, and Vonage, as well as unified communications as a service (UCaaS) and CCaaS companies such as 8x8, Alcatel-Lucent Enterprise (ALE), Avaya, Cisco, Microsoft, and RingCentral.
  • Based on 1Q 2025 CPaaS revenue, Twilio is the global market share leader at 24.2% share, followed by Infobip (under non-disclosure), Sinch (13.0%), and Alibaba (6.6%).
  • Programmable messaging remains the largest driver of CPaaS revenue, followed by voice and then email.
  • Among companies that already have adopted CPaaS platforms, 39.1% have no plans to replace their primary provider. The rest are either replacing, have plans to replace, or are evaluating whether to replace their provider, or they are unsure. High cost tops the reasons for replacement.
  • As usage of CPaaS expands, spending rates will increase each year. More than 46% plan to increase spend in 2025, 49.4% plan to increase spend in 2026, and 48.7% plan an increase in 2027.
  • For those companies that plan on decreasing their CPaaS spend, eliminating CPaaS usage is the leading reason.


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