Sinch named a Leader in first–ever IDC MarketScape: Worldwide Communications Engagement Platforms

Customer engagement is rapidly evolving, and for businesses, the pressure is real. Customers expect seamless, personalized interactions across every channel. At the same time, architecture teams are still untangling point solutions that were never designed to work together.

With more channels available and AI-driven interactions becoming the norm, there is a clear need for a more holistic view of the vendor landscape that support these new experiences.

IDC has recognized this in its first-ever IDC MarketScape report that brings together CPaaS, UCaaS, and CCaaS platforms into a single evaluation: Worldwide Communications Engagement Platforms. And in its inaugural 2026 IDC MarketScape report, Sinch has been named a Leader.

The report noted, “A key differentiator is Sinch’s AI-native orchestration layer that enables context-aware, compliant, and outcome-driven customer interactions across messaging, voice, and email.”

This new IDC MarketScape is the first to assess communication platforms (CPaaS), unified communications (UCaaS), and contact center services (CCaaS) as a whole. It provides a holistic view of vendors that deliver across the entire communications journey – a shift driven by the need for AI-powered platforms that deliver tangible business outcomes.

We believe the IDC MarketScape – along with other reports like the 2025 Gartner® Magic Quadrant™ Leader for CPaaS and the 2025 Gartner® Critical Capabilities for CPaaS – serves as independent validation that Sinch is a mature, viable, and trusted partner for the long term.

“Sinch has a broad and deep portfolio of cloud communications services for both business and service provider platforms. A key differentiator is Sinch’s AI-native orchestration layer that enables context-aware, compliant, and outcome-driven customer interactions across messaging, voice, and email. Combined with deep carrier relationships, global compliance expertise, and decades of experience operating at scale, Sinch provides the trusted foundation enterprises rely on where security and reliability are non-negotiable.”

Denise Lund Research Vice President WW Telecom and Unified Communications, IDC

We believe being named a Leader in the IDC MarketScape affirms Sinch as essential communications infrastructure for the AI economy.  

The IDC MarketScape noted, “A key differentiator is Sinch’s AI-native orchestration layer that enables context-aware, compliant, and outcome-driven customer interactions across messaging, voice, and email. Its comprehensive portfolio addresses the needs of distinctive business sizes and user groups, ranging from an advanced API suite for developers to specific use cases such as marketing campaigns, customer updates, identity and verification, and customer service. Its sweet spot is in the midmarket and large enterprise segment across a variety of verticals, with a differentiated services stack for the telco segment. Its deep carrier relationships, global compliance expertise, and decades of handling sensitive communications at scale make Sinch a trusted partner for enterprises where security and reliability are nonnegotiable.” 

We’re dedicated to providing the trusted execution layer for conversational engagement that businesses, the world’s leading cloud platforms, and a new generation of AI–native companies build on at global scale.

Global enterprises like Adobe, Google, Uber, and HSBC rely on our infrastructure’s carrier-grade network, single API orchestration, and AI integration layer for verification, transactional messaging, and customer communications at billions of interactions per year.

Proximus, Belgium’s largest mobile telecommunications company, uses our technology to create better experiences for more than four million customers. We helped them create customized chatbots for their webshop, customer support, and internal HR requests, resulting in:

• 120% increase in webshop orders
• 10+ minutes saved per customer interaction
• 30% fewer HR requests

BizBike, one of the top e-bike providers in Europe, partnered with Sinch to implement an AI agent for simple questions, issues, and requests. With our conversational AI solution, BizBikes NPS score increased by four points and reduced service costs by 70%.

Sinch is the right fit for organizations that need a single, global partner to handle the complexity of today’s communications – from deploying AI-driven customer service in a highly-regulated industry or integrating seamlessly with tools you already use.

This recognition as a Leader by IDC MarketScape aligns with our vision. For businesses that value flexibility and long-term stability, leveraging the power of our network is the first step toward a more resilient communication strategy.

Download the excerpt to see the full independent evaluation of Sinch, and reach out today to see how we can help you future-proof your communications.

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. The Capabilities score measures supplier product, go-to-market and business execution in the short-term. The Strategy score measures alignment of supplier strategies with customer requirements in a 3-5- year timeframe. Supplier market share is represented by the size of the icons.

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.