Company earns highest position for Ability to Execute; unveils new AI-powered engagement innovations
INDIA, July 25, 2025: Twilio (NYSE: TWLO), the leading customer engagement platform powering real-time, personalized experiences for global brands, has been recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS). This marks the third consecutive year Twilio has achieved the prestigious Leader recognition, earning the highest position for Ability to Execute.
The evaluation reflects Twilio’s strength in product innovation, scalability, and vision, enabling businesses to deliver seamless, data-driven communication experiences.
Twilio supports over 335,000 active customer accounts and 10 million developers worldwide, with trusted brands like Lime, Kraken, Resy, and Universidad Uk leveraging Twilio’s platform to build superior customer experiences.
According to Twilio’s 2025 State of Customer Engagement Report:
71% of companies use AI to enhance engagement, but only 42% of consumers find these interactions truly personalized.
68% of consumers expect consistent omnichannel service across chat, email, and social media.
Twilio aims to close this engagement gap with AI-driven innovations that simplify, personalize, and unify customer communications.
New Product Enhancements Announced at SIGNAL San Francisco 2025
At Twilio’s flagship customer and developer conference, SIGNAL San Francisco, the company unveiled several key advancements to its communications platform:
✅ ConversationRelay (GA): A conversational AI capability enabling developers to build natural voice AI agents with their preferred LLM. It integrates real-time streaming, advanced speech recognition, interruption handling, and expressive voices for faster, more human-like AI experiences.
✅ Conversational Intelligence: Expanding Voice Intelligence, this tool analyzes voice and text conversations, transforming them into structured data and insights for better CX and operational efficiency (GA for Voice; Private Beta for Messaging).
✅ WhatsApp Business Calling (GA): Businesses can now seamlessly communicate with customers via a single conversation thread for both messaging and voice on WhatsApp.
✅ Rich Communication Services (RCS): Scheduled for General Availability later this year, bringing richer messaging experiences to enterprises.
Kathryn Murphy, SVP, Product, Communications Platform at Twilio, said:
“Being recognized as a Leader in the Gartner Magic Quadrant for CPaaS for three years running underscores our mission to transform every customer interaction. Twilio’s platform integrates communications, real-time data, and AI to unlock personalization, trust, and productivity—serving as the core infrastructure for the entire customer journey.”
What is the Gartner® Magic Quadrant™?
Gartner Magic Quadrant reports offer a comprehensive analysis of market leaders, evaluating vendors based on Completeness of Vision and Ability to Execute. The research helps organizations choose the right technology providers aligned with their business needs.
About Twilio
Twilio is a leading customer engagement platform enabling businesses to build trusted, AI-powered interactions across messaging, voice, email, and video. With a focus on real-time data integration and seamless communications, Twilio empowers companies to create more personalized and scalable customer journeys.
