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Metrigy’s new report proves the power of AI-Powered CPaaS to accelerate your CX, detailing how industry leaders achieve significantly higher CSAT scores and cut handle times.

The choice is simple: Lead the market, or play catch-up.

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Metrigy’s MetriRank study evaluates leading CPaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term.

October 7, 2025 – Research and advisory firm Metrigy released its CPaaS MetriRank 2025 report, identifying the Top 10 providers leading the market today and best positioned for long-term success. Twilio has earned top ranking again this year, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success.

“Twilio is number one in market share, strengthened year-over-year due to above-average CPaaS revenue growth, and also holds a top score in product mix and above-average score for customer business success. In combination, these scores keep Twilio secure in the top spot in this year’s CPaaS MetriRank report,” said Diane Myers, senior research director and principal analyst responsible for Metrigy’s MetriRank reports, as well as market share and forecasting.

Metrigy 2025 CPaaS MetriRank Highlights:

Metrigy defines CPaaS as a development platform or no-code/low-code solution for communications functions such as click-to-call and SMS messaging for appointment scheduling or notifications. CPaaS includes and relies upon APIs and software development kits to integrate or develop new applications. CPaaS platforms must be highly flexible, capable of scaling to varying transaction volumes that could reach into the millions, or even billions, of interactions while also allowing customized customer engagement. And they must support advanced capabilities, including AI, analytics, and automation.

“AI continues to be a significant focus area for CPaaS providers as they seek to differentiate themselves by capitalizing on the ability to embed advanced capabilities within a single API,” said Beth Schultz, Metrigy’s VP of research and principal CPaaS analyst. “Likewise, support for RCS is a top priority as enterprise businesses seek ways of delivering trusted, branded messages to customers.”

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 full report, including all of our methodology, scoring, a deep-dive profile on each provider, and much more, is available for purchase. If you are interested in Metrigy’s CPaaS MetriRank study, please reach out to sales@metrigy.com.

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.

Delivers market insights for nine CX technology areas in 2025

September 5, 2025 – Research and advisory firm Metrigy released its Customer Experience MetriCast 2025 market research study of nine key technology areas driving successful customer interactions.

In the Customer Experience MetriCast 2025 study, Metrigy analyzes buy-side market data provided by 1,397 IT leaders from 11 countries across 34 industries with operational and/or procurement responsibilities. Metrigy looks at technologies in use, providers, spending, ratings of the providers, and relative success using the products. Metrigy also examines the percentage of companies that are changing or planning/evaluating a change in providers, what’s driving them to leave, and which new providers they are considering in the following categories:

Among the study’s findings is that 38% of businesses are now using cloud-delivered contact center service, or CCaaS, in some capacity. “Beyond contact center platform and AI spending, the majority of respondents indicated they were keeping CX spending flat in 2025 with economic uncertainty surrounding tariffs and geopolitical concerns. The growth in CCaaS spending is predominantly from additional seats being added along with increases in staffing,” says Diane Myers, Metrigy senior research director. “Chatbots continue to grow in usage with more voicebots coming online.”

The MetriCast study is part of Metrigy’s MetriCast Service, which also includes market forecast and shares across select customer experience and workplace collaboration technology categories, with quarterly updates; MetriRank vendor ratings across select categories; and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information, visit www.metrigy.com.

Anthony Bartolo, CEO of Aduna, the joint telecom industry venture formed last fall to unify the industry around network APIs, joined this MetriSight episode to share the organization’s mission, tell us why he believes in the promise, and give a look at what’s coming.

The CPaaS market, as it relates to customer engagement, is competitive and volatile. See how vendors cater to business customers and the trends driving innovation.

Communications platform as a service is a critical technology to help companies meet and advance their real-time customer engagement goals — and adoption data confirms this.

In a global customer experience study, Metrigy found nearly 70% of 1,566 participating companies had adopted or planned to adopt communications platform as a service (CPaaS) in 2024. An additional 17.6% planned to use CPaaS or were evaluating it for 2025.

CPaaS remains a highly competitive market. The choice of provider — at least for the core messaging use case — is often determined on a cost basis, with the smallest incremental price changes triggering movement. This means there’s a fair amount of volatility in the CPaaS market. In the Metrigy study, nearly 40% of companies using CPaaS said they have already, plan to or are evaluating whether to replace their CPaaS providers.

This challenge has led many providers in new directions, such as broadening their API portfolios, extending their geographic reach and creating software for customer engagement and other use cases.

Leading CPaaS vendors

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Metrigy has published its workplace collaboration product and service forecasts and calendar year 3Q24 market shares.

January 29, 2025 – Metrigy has published its Workplace Collaboration MetriCast 3Q24 market shares and forecasts. The categories include on-premises PBX and unified communications (UC), UC as a service (UCaaS), enterprise session border controllers (eSBCs), IP desk phones, and SIP trunking. Highlights include:

“The top providers across the workplace collaboration market landscape – Microsoft, Cisco, and Zoom – have benefited from enterprise adoption of video and cloud applications, particularly in the past five years,” says Diane Myers, Metrigy senior research director. “The combined market of on-premises PBX platforms and UCaaS services grew 7% in CY23 and growth rates will taper off over the next five years as more businesses migrate to the cloud, which is highly price competitive.”

The MetriCast forecasts and market shares is a core part of Metrigy’s MetriCast Service, which also includes detailed end-user adoption studies; MetriRank vendor ratings across select categories; and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information, visit www.metrigy.com.

 

Metrigy’s MetriRank study evaluates leading CPaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term.

November 26, 2024 – Research and advisory firm Metrigy released its CPaaS MetriRank 2024 report, identifying the Top 10 providers leading the market today and best positioned for long-term success. Twilio has earned top ranking, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success.

“Twilio is the leader in our second-annual CPaaS MetriRank report, number one in market share and achieving the highest possible scores in product mix, customer sentiment, and customer business success. Also notable is Twilio’s improved scoring in financial strength, attributable to the company’s focus on improving profitability-associated metrics with strong financial discipline, operating rigor, and innovation,” said Diane Myers, senior research director and principal analyst responsible for Metrigy’s MetriRank reports as well as market share and forecasting.

“Rising to the top of the CPaaS MetriRank requires the right mix of features and capabilities, with AI continuing to be a significant factor in differentiating providers this year as it was last year. In 2024, we’ve also seen providers setting themselves apart in two additional areas: Rich Communication Services and network APIs,” said Beth Schultz, VP of research and principal analyst for Metrigy’s CPaaS research.

Metrigy 2024 CPaaS MetriRank Highlights

Metrigy defines CPaaS as a development platform or no-code/low-code solution for communications functions such as click-to-call and SMS messaging for appointment scheduling or notifications. CPaaS includes and relies upon APIs and software development kits to integrate or develop new applications. CPaaS platforms must be highly flexible, capable of scaling to varying transaction volumes that could reach into the millions, or even billions, of interactions while also allowing customized customer engagement. And they must support advanced capabilities, including AI, analytics, and automation.

The global market for CPaaS was $13.6 billion in 2023, up 19% year-over-year. Metrigy forecasts the market to grow at an 11% CAGR from 2023 to 2028, reaching $22.5 billion by 2028. 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 portfolios—even providing full stacks for customer engagement and/or marketing automation—and others are smaller, with niche API offerings.

The full report, including all of our methodology, scoring, a deep-dive profile on each provider, and much more, is available for purchase. If you are interested in Metrigy’s CPaaS MetriRank study, please reach out to sales@metrigy.com.

Metrigy’s second-annual ranking of CPaaS providers is out! Find out which providers made the Top 10, and why–and which missed the cut-off but are on our watchlist.

Delivers market insights for 12 CX technology areas in 2024

May 13, 2024 – Research and advisory firm Metrigy released its Customer Experience MetriCast 2024 market research study of 12 key technology areas driving successful customer interactions.

In the Customer Experience MetriCast 2024 study, Metrigy analyzes buy-side market data provided by 1,566 IT leaders from 10 countries and 42 industries with operational and/or procurement responsibilities. Metrigy looks at technologies in use, providers, spending, ratings of the providers, and relative success using the products. Metrigy also examines the percentage of companies that are changing or planning/evaluating a change in providers, what’s driving them to leave, and which new providers they are considering in the following categories:

Among the study’s findings is that 36% of businesses are now using cloud-delivered contact center service, or CCaaS, in some capacity. “The majority of respondents indicated they were keeping CCaaS spending flat in 2024 with spending growing in 2025 and 2026. The growth in CCaaS spending is predominantly from additional seats being added, as businesses continue their migration to the cloud,” says Diane Myers, Metrigy principal analyst. “While AI is growing in importance, it is not yet a top criterion in contact center platform vendor decisions.”

For additional key metrics from the research study, please see our MetriSight podcast series.

The MetriCast study is part of Metrigy’s MetriCast Service, which also includes market forecast and shares across select customer experience and workplace collaboration technology categories, with quarterly updates; MetriRank vendor ratings across select categories; and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information, visit www.metrigy.com.