Twilio, Vonage, Among CPaaS Providers in 2024 Gartner Magic Quadrant

It's no surprise that Twilio is once more named a leader, even following the ouster of its co-founder and former CEO Jeff Lawson at the beginning of the year. Active in North America and EMEA, the global company focuses on the core attributes of CPaaS and lends what Gartner calls "extensive scalability," which works well for its primary base of large enterprise users.

The dual United Kingdom and Croatia-based Infobip is a privately held firm named a leader in the Gartner CPaaS Magic Quadrant report for 2024 with a footprint in EMEA, APAC (including India), North America and LATAM that extends local delivery, sales and support in said markets.

Publicly held, Sinch is a Sweden-based CPaaS provider named a leader in this year's report, and its CPaaS solution extends global voice and SMS delivery via its super network that it backs with what Gartner called "strong SLAs."

The CPaaS provider enables a range of OTT messaging, advanced email messaging, APIs and rich channel experiences. Sinch also extends refined AI chat and voice bot functions, and is fond of acquisitions, having bought companies like Inteliquent, Mailgun, Mailjet, MessageMedia and more.

Vonage, another CPaaS veteran and MQ leader for 2024, now a subsidiary of Ericsson, has topped the list for its Vonage Communications Platform (VCP) while extending a wide range of core CPaaS capabilities.

On the AI front, Vonage has a third-party AI integration and added generative AI capabilities into its platform, which now boasts conversational e-commerce geared toward contact centers.

Bandwidth being named a challenger in this year's Magic Quadrant report is no shock, as this isn't the company's first time topping the list like the others listed here. Known for its global voice and messaging network, Gartner highlights that Bandwidth's infrastructure supports many of the leading unified-communications-as-a-service (UCaaS) and contact-center-as-a-service (CaaS) providers.

It additionally extends support for text messaging platforms.

Following the 2020 acquisition of Voxbone, Gartner shares that the CPaaS provider is "investing heavily in its Maestro platform that connects its network with third-party partners in UCaaS, CCaaS and CAI."

Known for its vendor-agnostic approach, Bandwidth enables ISVs to orchestrate complete call flows and integrate UCaaS and CCaaS with conversational artificial intelligence (AI) functionalities for customer experience (CX) purposes.

China-based and publicly traded Tencent Cloud is the other CPaaS leader identified by Gartner. The company is well-known for its infrastructure-as-a-service (IaaS), platform-as-a-service (PaaS) gaming and digital content/meeting functionalities. You may know Tencent for owning China's most popular apps, WeChat and WeCom.

Extending a wide range of services that span SMS, SIP trunking, advanced 5G deployments and biometric security, as noted in the Gartner CPaaS Magic Quadrant 2024, researchers there herald the company for its strong focus on AI and generative AI.

Regarding Niche players, the Gartner CPaaS Magic Quadrant report named India-based Route Mobile one in its report for 2024, documenting that the publicly held firm supports SMS, voice and omnichannel capabilities in addition to its OTT messaging apps.

It further has a platform that focuses on AI bot building, a solution for email marketing APIs and a digital identity solution on the security side.

Tata Communications is another India-based telecom operator named a niche player in the Gartner Magic Quadrant for CPaaS this year. Having acquired Italian CPaaS provider Kaleyra last October, it offers an expansive range of CPaaS services for multiple verticals like health care, media and financial services.

Mitto is a Switzerland-based CPaaS provider that Gartner likewise ID'd as a niche player. The privately held CPaaS company offers many of the mainstays of CPaaS, such as SMS integration with messaging apps like Viber and WhatsApp, further diving into OTT messaging, email services and AI-based routing services.

With support in the United States, EMEA, APAC and LATAM, the company even has ties to CRM and boasts more than 800 direct carrier connections.

Cisco is a “visionary” according to Gartner and this year's report, for its Webex Connect solution, a part of its Webex collaboration portfolio. Its go-to-market technique notably centers around cost-effectiveness and building automated communication workflows via typical CPaaS channels — SMS, Whatsapp, RCS, etc. 

Moreover, the CPaaS solution can skillfully meld with other Cisco products like the Webex Contact Center and shares a long list of third-party customer relationships management (CRM) service integrations. 

Last but not least is Tanla Communications, another India-based CPaaS provider that tops the Gartner Magic Quadrant list as a visionary for its voice, safety/compliance and AI solutions. With a primary base in APAC (predominantly India and Southeast Asia), it has a fortified base in EMEA, servicing its U.S. audience via its channel program of ISVs and telcos.

Last year, it made moves on the acquisition front, snatching ValueFirst from competitor Twilio, giving it a footprint in Saudi Arabia and Indonesia. 

Last but not least is Tanla Communications, another India-based CPaaS provider that tops the Gartner Magic Quadrant list as a visionary for its voice, safety/compliance and AI solutions. With a primary base in APAC (predominantly India and Southeast Asia), it has a fortified base in EMEA, servicing its U.S. audience via its channel program of ISVs and telcos.

Last year, it made moves on the acquisition front, snatching ValueFirst from competitor Twilio, giving it a footprint in Saudi Arabia and Indonesia.