Sinch named a Leader again in the 2026 Gartner® Magic Quadrant™ for CPaaS

Customer communications have entered a new phase. Enterprises have moved past experimentation with AI. They’re scaling autonomous agents across channels, under real compliance pressure, and in systems that were never designed to support them. This shift is redefining what businesses need from their customer communications partner.

According to the 2026 Gartner® Magic Quadrant™ for CPaaS, by 2029, 95% of global enterprises are expected to use CPaaS to operationalize customer experience and engagement, up from 60% in 2025. In the same timeframe, 85% of global enterprises will require AI-based security capabilities within their CPaaS toolsets, up from 40% today.

Requirements extend far beyond basic connectivity: today’s enterprises need a platform that can intelligently guide customer conversations across any channel, with reliability and global compliance built in from the start. That’s the new benchmark for CPaaS providers.

Sinch has been named a Leader in the 2026 Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year, which we believe reflects our sustained investment across the capabilities enterprise buyers evaluate most carefully:

Our AI and ML-driven fraud controls — including identity verification and fraud detection discoverable via MCP — allow enterprises to embed autonomous security checks directly within agent workflows, without routing outside the platform. Customers consistently tell us that security standards and compliance are among the primary reasons they choose Sinch and stay with us.

One capability worth highlighting specifically is how our security infrastructure connects to the agentic AI layer. Our fraud controls and identity verification are discoverable via Model Context Protocol (MCP) — meaning they can be called directly within autonomous agent workflows, without routing outside the platform. As enterprises move from AI pilots to production deployments, the ability to embed trusted identity checks at the agent layer — rather than bolting them on after the fact — becomes a meaningful architectural decision. This is where we believe enterprise security requirements are heading: not a perimeter around communications, but woven into the intelligence layer itself.

With more than 600 direct carrier connections, we support enterprise-grade coverage across North America, EMEA, LATAM, and APAC, including India — with regional and vertical-specific teams across financial services, retail, healthcare, technology, and telecom. Global scale only delivers value when it’s backed by local expertise. 

In 2026, customers expect immediacy, personalization, and consistency as they interact with businesses and move between devices and channels.

For enterprises, the immediate challenge isn’t whether to use AI in customer communications. It’s whether the infrastructure underneath can support it in production.

Can it handle reliability at scale? Can it meet compliance requirements across regions? Can it deliver consistent experiences on the channels your customers actually use?

We believe this is the evaluation Gartner is conducting when it places vendors in its Magic Quadrant, and we feel four consecutive years as a Leader reflects our sustained investment in the key capabilities our customers rely on to communicate smarter at scale.

Partner ecosystem depth, embedded security at the agent layer, and 600+ direct carrier connections — these aren’t independent product investments. They’re what it means to run enterprise communications infrastructure that can scale with AI in production: the integrations that remove friction at procurement, the trust layer that holds up under autonomous agent load, and the global network that makes consistency possible across every market a business operates in.

Running intelligent customer communications in production comes down to whether the foundation can handle real-world complexity – across regions, channels, and high message volumes.

Sinch handles close to one trillion secure interactions each year across over 190 countries, supported by over 600 direct carrier connections globally. 

That infrastructure layer includes machine learning–driven fraud detection, compliance with CCPA, GDPR, HIPAA, and the European AI Act, as well as a native email platform that delivers 95% of messages to the inbox – one of the strongest deliverability benchmarks in the industry.

For enterprise buyers, this fourth consecutive year as a Leader is the validation that matters: not a vendor’s own claims about reliability, but an independent assessment of whether the infrastructure holds up at production scale.

Enterprises, the world’s leading cloud platforms, and a new generation of AI-native companies are partnering with Sinch to turn intelligent communications into real customer value.

Sinch’s infrastructure, intelligence, and global scale support a wide range of use cases for today’s communication challenges and into the future.

SAP Emarsys scaled global, personalized messaging with Sinch’s Conversation API, leading to:

• Enriched platform with a single integration

• Customer engagement and ROI unlocked

• Reliable global delivery across SMS, MMS, WhatsApp, Line, Viber Business, and RCS

Proximus, a mobile telecommunications provider, deployed Sinch Chatlayer.ai chatbots across sales, support, and HR for over four million customers, resulting in:

• 120% increase in website orders in 3 months

• 10-15 minutes saved per interaction

• 20-30% fewer HR queries, freeing up the team

iFood, a food delivery company, scaled support and onboarding with conversational AI from Sinch:

• 94.5% of tickets fully automated

• 91% onboarding satisfaction score

• 70% reduction in delivery costs

To us, the 2026 Gartner® evaluation reflects where enterprise customer communications is heading: AI is more than just a feature. It’s the infrastructure underneath everything you do.

Sinch’s investments in AI-native voice, conversational AI deployment, and agentic communications capabilities are built on the same carrier-grade infrastructure that already handles nearly a trillion interactions a year. The foundation is there, and we can’t wait to see what you build on it.

If you’re evaluating CPaaS providers, building the case for platform investment internally, or planning your AI communications roadmap for the year ahead, the 2026 Gartner® Magic Quadrant™ for CPaaS is the objective starting point.

Gartner, Magic Quadrant for Communications Platform as a Service, Lisa Unden-Farboud, Pankil Sheth, Ajit Patankar [May 18, 2026].

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Author: Glafira Bunja Glafira is a Sr. Product Marketing Manager with over a decade of tech experience, known for shaping market strategy, building analyst relations, and leading high-impact go-to-market programs.