CPaaS Quarterly Market Share & Forecast Report: 2Q26

Metrigy’s Customer Experience MetriCast 2026 market study for CPaaS underscores the importance organizations place on the ability to customize their customer engagement features and add cloud-based applications for improved customer experience.

A total of 35.4% of organizations are using CPaaS and another 25.1% plan to do so by the end of 2026. This report provides details on CPaaS spending, market size and forecast, and vendor selection, along with segmentation by size and global region. Highlights of the study include the following:

• CPaaS platforms are most widely used by companies with 1,001 to 2,500 employees; 48.8% of companies in this size range are using CPaaS as part of their CX strategy.
• Regionally, CPaaS platforms are most widely adopted in North America (40.5% of companies have adopted), followed by APAC (31.1%) and Europe (30.9%).
• The global market size for CPaaS platforms was $14.9 billion in 2025, up 4.2% year-over-year (YoY). We are forecasting the market to grow at a 3.2% 2025- 30 CAGR, reaching $17.4 billion by 2030. The overall forecast is down slightly from a year ago—not because of lack of demand, but rather because providers have been getting tougher, shedding bad accounts and “rightsizing” revenue. And pricing pressures remain in some areas with competitive options.
• Numerous companies offer CPaaS capabilities, delivering both out-of-the-box and customized, cloud-based applications. These include CPaaS specialists such as Alibaba, Bandwidth, Infobip, IntelePeer, Bird (formerly MessageBird), NUSO (formerly Brightlink), Plivo, Sinch, Tata Communications (formerly Kaleyra), Twilio, and Vonage, as well as unified communications as a service (UCaaS) and CCaaS companies such as 8x8, Alcatel-Lucent Enterprise (ALE), Avaya, Cisco, Microsoft, and RingCentral.
• Based on 2025 CPaaS revenue, Twilio is the global market share leader at 25.4% share, followed by Infobip (under non-disclosure), Sinch (12.4%), and Alibaba (6.6%). Twilio not only led the market in 2025 but also grew well about the market average, with 12.2% YoY growth. Other providers with double-digit growth include Bandwidth, Tanla, and Infobip.
• In 2Q26, Twilio led the way with 26.9% market share, growing its CPaaS revenues 14.5% YoY. Following Twilio in the quarter was Infobip, Sinch, Alibaba, and Vonage.
• Programmable messaging remains the largest driver of CPaaS revenue, followed by voice and then email.
• Among companies that already have adopted CPaaS platforms, 37.3% have no plans to replace their primary provider. The rest are either replacing, have plans to replace, or are evaluating whether to replace their provider, or they are unsure. High cost tops the reasons for replacement.
• As usage of CPaaS expands, spending rates will increase each year. Nearly 48% increased CPaaS spend in 2025, 43.6% plan to increase spend in 2026, and 46.4% plan an increase in 2027.
• For those companies that plan on decreasing their CPaaS spend, eliminating CPaaS usage is the leading reason.