Gartner Research

Critical Capabilities for Communications Platform as a Service

Published: 29 July 2025

Summary

CPaaS continues to grow in relevance as a key technology platform to enable omnichannel communications, improve customer experience and drive digital transformation. CIOs should use our evaluation of 11 vendors’ products across five use cases to compile a shortlist for consideration.

Included in Full Research

  • Bandwidth
  • Cisco
  • Infobip
  • Mitto
  • Proximus Global
  • Sinch
  • Tanla
  • Tata Communications
  • Tencent Cloud
  • Twilio
  • Vonage
  • Messaging
  • Voice
  • Video
  • Advanced Security
  • Integrations
  • Advanced Features
  • Conversational Experience
  • Enterprise-Grade Capabilities
  • Customer Success Orientation
  • Global Footprint
  • Developer Orientation
  • Basic Communications
  • Advanced Voice Communications
  • Conversational Customer Experience
  • Multinational Organizations Use
  • Video

Analysts:

Ajit Patankar,  Pankil Sheth,  Lisa Unden-Farboud,  Manoj Bhatia

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Critical Capabilities: A deeper look into provider offerings

How does a Critical Capabilities report work?

As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.

A Critical Capabilities report is more than just a diagram. You also get:
Sharper focus

Narrow down the product and service criteria most important to you.

Individualized use cases

Use interactive features to customize usage scenarios based on your organization’s unique needs.

Faster decision making

Use data to speed up provider selection and accelerate the procurement process.

A Gartner Critical Capabilities report is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.

Pick the right provider with confidence

We use a Critical Capabilities report, the Magic Quadrant and more to ensure you select the best-fit provider to avoid the costly repercussions of a poor decision.

Align deal structures and optimize spend

We benchmark pricing against the market so you avoid unnecessary charges.

Reduce complexity and risk

We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.

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