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 via the use of communications APIs. Additionally, 23.1% plan to adopt or are evaluating CPaaS as part of their go-forward CX strategies.
The current and planned adoption underscores the value companies see in using CPaaS to customize their customer engagement offerings, be that to support branded messaging, proactive outreach, AI and automation, or other use cases. As CX leaders look to CPaaS platforms to meet their evolving needs, they have a wide variety of options. For market guidance, has just released its third-annual ranking of CPaaS providers.
The CPaaS MetriRank 2025 report, now available for subscribers of our MetriCast Service, showcases the top 10 CPaaS leaders.
For the report, we determined the top 10 CPaaS providers by market share, and then assessed those providers on a fixed set of five criteria: financial strength, market share momentum, product mix, customer sentiment, and customer business success. We use this assessment to determine which providers are best positioned today and for long-term success. We rated each CPaaS provider in each of the five areas on a five-point scale, and then applied a weighting. Lastly, we tallied the individual criteria scores for each provider to determine their overall leadership score.
In this, our third-annual CPaaS MetriRank report, Twilio once again takes the top spot. It remains the uncontested market share leader and sits atop the list on product mix. Additionally, Twilio has among the highest scores for customer business success and now is above average on financial strength.Rounding out the top five are Sinch, Infobip, Cisco, and Tata Communications. Others in the ranking, in alphabetical order, are Bandwidth, Bird, LINK Mobility, Route Mobile, and Vonage.
Full details, including all of our methodology, scoring, and a deep dive on each provider, is available in the CPaaS MetriRank 2025 report. Click here to learn more.
