Evaluating CPaaS Providers: Twilio Retains the Top Spot

Communications platform as a service (CPaaS)—that is, the APIs and orchestration tools that let enterprises embed voice, messaging, video, and digital identity into their own applications—has become part and parcel of how companies build their customer experience (CX). Our Customer Experience MetriCast 2026 global study of 1,437 companies finds that 60.5% are using or planning to use CPaaS this year, with another 15.2% planning to adopt in 2027.

That demand hasn’t translated into rapid market growth, however. The global CPaaS market reached $14.9 billion in 2025, and Metrigy forecasts a 3.2% compound annual growth rate (CAGR) through 2030—a modest trajectory as providers shed bad accounts, right-size revenue, and contend with pricing pressure in competitive segments. In a market growing this deliberately, choosing the right provider matters all the more.

To help IT and CX decision makers sort through a crowded field, Metrigy has published our fourth-annual CPaaS MetriRank report. Market share determines inclusion and carries the most weight in the overall score, but financial strength, market share momentum, product mix, customer sentiment, and customer business success are what set providers apart.

A Familiar Leader, a Reshuffled Field

Based on our criteria, the top five providers in the CPaaS MetriRank 2026 report are:

• Twilio – Retaining the No. 1 spot it has held since 2024, Twilio remains the uncontested market share leader, earns the top mark for product mix, and posts above-average scores across every other measure
• Infobip – Moving up one spot to No. 2, Infobip pairs its second-place market share with strong showings in product mix and market momentum
• Cisco – Also up a notch, to No. 3, Cisco stands apart on financial strength, which more than offsets a comparatively modest CPaaS market share
• Route Mobile – Climbing from eighth place to No. 4, Route Mobile earned its new position largely on the strength of its financial performance
• Bird – Jumping five spots to crack the top five for the first time, Bird rides an exceptional customer sentiment score, the highest among ranked providers

The other providers, in alphabetical order, are LINK Mobility, Sinch, Tata Communications, Telnyx, and Vonage.

Leaders and Challengers: The Customer Factor

The report also introduces Metrigy’s Leadership Landscape for CPaaS, which plots providers on three composite scores: foundation (financial strength and product mix), customer (customer sentiment and customer business success), and market (market share and momentum). Mapping providers based on the three scoring categories results in three important segments in which to view CPaaS providers: Leaders, Challengers, and Performers.

Bird, Cisco, Route Mobile, and Twilio earn a place in the Leaders segment, based on their high customer and foundation scoring. That’s to say, scale alone didn’t guarantee a Leaders spot; customer scores proved decisive in more than one case. The remaining six providers fall among the Challengers—each is doing well competitively, but fall short of the Leaders segment. No provider in this report falls in the Performers segment.

Beyond the scores and landscape, the report delves into how each of the providers is preparing for AI agents that act autonomously on behalf of businesses and their customers—from support for the Model Context Protocol (MCP) to voice AI infrastructure—as well as their continued efforts to flesh out their channel capabilities and bring together CPaaS and network APIs.

The CPaaS MetriRank 2026 report, including our full methodology, scoring, and a deep-dive profile of each provider, is available for purchase. For more information, contact [email protected].

Author(s)

Beth Schultz