Communication Platform-as-a-Service (CPaaS) PEAK Matrix® Assessment 2025

Enterprises across industries are adopting Communication Platform-as-a-service (CPaaS) to embed real-time communication within products, workflows, and customer journeys. Cloud APIs and SDKs let organizations deliver voice, messaging, video, email, and verification inside applications without operating telecom infrastructure, enabling consistent omnichannel experiences across mobile, web, and social channels. As adoption scales, platforms are moving beyond foundational APIs to offer prebuilt CRM and contact center integrations, real-time analytics, and AI capabilities (for example, conversational bots, intelligent routing, and speech analytics). Trends such as chat-led engagement (e.g., WhatsApp, RCS, and WeChat), richer messaging, fraud detection capabilities, and generative AI are elevating expectations for global coverage, intelligent automation, and secure, reliable delivery.

The CPaaS PEAK Matrix® Assessment 2025 compares 12 vendors and classifies them as Leaders, Major Contenders, or Aspirants based on market impact and vision and capability. It assesses the strengths and limitations of these providers across their capabilities and offerings. The report helps enterprises identify the right-fit provider for their needs and enables providers to benchmark themselves against the competition.