MetriNote – Twilio Previews Next-Gen Engagement Platform, Plus More

Author: Beth Schultz, VP of Research and Principal Analyst

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May 14, 2025 – At its annual Signal user conference, Twilio previewed its next-generation customer engagement platform, which it described as being interoperable, interconnected, and optimized for customer-related interactions. The platform will support omnichannel communications, including voice, SMS, Rich Communication Services (RCS), email, over-the-top apps, and video; authentication and identity; intelligent automation; predictive insights; and a unified profile API that incorporates contextual data from its Segment customer data platform (CDP). Also on the product front, Twilio introduced planned updates to its communications-platform-as-a-service (CPaaS) portfolio, including availability for RCS and WhatsApp Business Calling this year, and journey-focused Segment CDP additions. Additionally, Twilio announced a strategic partnership with Microsoft around conversational AI. Via terms of this multiyear partnership, Twilio and Microsoft will co-develop conversational AI solutions built on Microsoft Azure AI Foundry and the Twilio customer engagement platform.