2026 Customer Experience MetriStar – Communications Platform as a Service

Five providers earned Metrigy’s 2026 MetriStar Top Provider Award for Communications Platform as a Service (CPaaS). The value of the MetriStar Award is that it is based on customer ratings of providers and quantitative metrics correlating the use of a vendor’s products and services with measurable business success.

Product Category

Communications Platform as a Service: CPaaS is a cloud service that lets businesses plug communication features, like automated texting, voice alerts, or video chat, directly into their existing enterprise applications, like the contact center, customer relationship management, or helpdesk. CPaaS providers offer a library of APIs and software development kits businesses can use to integrate or develop new applications. Traditionally, providers have delivered CPaaS as a full-code platform for custom development, but increasingly they now offer low-code or no-code options featuring visual interfaces and drag-and-drop tools particularly useful in automating customer experience (CX) workflows. Some providers offer the ability to build or customize applications or integrations specifically for their CX platforms, while others are platform-agnostic.