Communications Platform-as-a-Service MetriRank 2025

Authors: Diane Myers, Senior Research Director & Principal Analyst; Beth Schultz, Vice President of Research and Principal Analyst Metrigy’s Customer Experience MetriCast 2025 study, conducted with 1,397 companies, finds that 52.6% are using or planning to use communications platform as a service (CPaaS) in 2025, enabling them to customize their customer experience (CX) offerings programmatically. Additionally, 9.2% have plans to adopt CPaaS in 2026, and 13.9% are evaluating whether to adopt it. Among the remainder, 16.4% of companies have no plans at all for CPaaS. Regardless, the current and planned adoption underscores the value companies see in using the technology to customize their customer engagement features and add cloud-based apps for improved CX. Using APIs offered by CPaaS providers, companies may add real-time, cloud-based programmable communications channels, such as voice and video calling, messaging, and live chat, to their contact center platforms. They may also use CPaaS to introduce advanced functionality, such as analytics and artificial intelligence (AI); create customized integrations; or, via no- or low-code workflow builders, add in automation that eliminates tedious but important manual processes. In this CPaaS MetriRank report, Metrigy examines the leading providers. The global market for CPaaS was $14.3 billion in 2024, up 5.3% year-over-year. Metrigy forecasts the market to grow at a 5.9% CAGR from 2024 to 2029, reaching $19.0 billion by 2029. This is down slightly from the $19.7 billion we had forecast earlier in the year—not because of lack of demand, but rather because providers have been getting tougher this year, shedding bad accounts and “right-sizing” revenue. And pricing pressures remain in some areas with competitive options. The CPaaS market is highly competitive, with providers of varying sizes, capabilities, and reach—some are global, and others are regional. Some providers are large and have broad complementary portfolios—even providing full stacks for customer engagement and/or marketing automation—and others are smaller, with niche API offerings. In determining companies in the CPaaS MetriRank, market share is important to the overall leadership score, but financial strength, product mix, customer business success, and customer sentiment are significant at setting providers apart in the rankings. Having the right mix of features and capabilities is critical, although most of the top-tier providers share common capabilities today.

• Executive Summary
• About the Study
• CPaaS Leadership
  • Top Providers
  • Providers to Watch
• CPaaS Provider Profiles
  • Twilio
  • Sinch
  • Infobip
  • Cisco
  • Tata Communications
  • Vonage
  • LINK Mobility
  • Route Mobile
  • Bandwidth
  • Bird
• Appendix
  • Methodology
  • Further Reading
• Working With Metrigy