{"id":214575,"date":"2026-10-30T14:27:30","date_gmt":"2026-10-30T14:27:30","guid":{"rendered":"https:\/\/sinch.com\/blog\/2026-gartner-magic-quadrant-cpaas-2\/"},"modified":"2026-10-30T14:27:30","modified_gmt":"2026-10-30T14:27:30","slug":"2026-gartner-magic-quadrant-cpaas","status":"publish","type":"blog","link":"https:\/\/sinch.com\/pt\/blog\/2026-gartner-magic-quadrant-cpaas\/","title":{"rendered":"Sinch \u00e9 nomeada L\u00edder\u00a0novamente\u00a0no Gartner\u00ae Magic Quadrant\u2122 2026 para\u00a0CPaaS"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">A comunica\u00e7\u00e3o com o cliente entrou em uma nova fase. As empresas foram al\u00e9m da experimenta\u00e7\u00e3o com a IA.\u00a0Elas\u00a0est\u00e3o escalando agentes aut\u00f4nomos em v\u00e1rios canais, sob press\u00e3o real de conformidade e em sistemas que nunca foram projetados para oferecer suporte a eles.\u00a0Essa\u00a0mudan\u00e7a est\u00e1 redefinindo o que as empresas precisam do parceiro de comunica\u00e7\u00e3o com o cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">De acordo com o\u00a0<a href=\"https:\/\/sinch.com\/pt\/recursos\/2026-gartner-magic-quadrant\/\" id=\"https:\/\/sinch.com\/resources\/2026-gartner-magic-quadrant\/\" target=\"_blank\" rel=\"noreferrer noopener\">Gartner\u00ae Magic Quadrant\u2122 de 2026 para\u00a0CPaaS<\/a>, at\u00e9 2029,\u00a0espera-se\u00a0que 95% das empresas\u00a0globais\u00a0usem\u00a0CPaaS\u00a0para operacionalizar a experi\u00eancia do cliente e o engajamento, um aumento em rela\u00e7\u00e3o aos 60% de 2025. No mesmo\u00a0per\u00edodo, 85% das empresas globais exigir\u00e3o recursos de seguran\u00e7a baseados em IA em seus conjuntos de ferramentas de\u00a0CPaaS,\u00a0um aumento em rela\u00e7\u00e3o aos 40% de hoje.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Os requisitos v\u00e3o muito al\u00e9m da conectividade b\u00e1sica: as empresas atuais precisam de uma plataforma que possa guiar de forma inteligente as conversas com o cliente em qualquer canal, com confiabilidade e conformidade global integradas desde o in\u00edcio.\u00a0Esse\u00a0\u00e9 o\u00a0novo padr\u00e3o para provedores de\u00a0CPaaS.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A Sinch foi nomeada l\u00edder no\u00a0Gartner\u00ae Magic Quadrant\u2122 de 2026 for Communications Platform as a Service (CPaaS) pelo quarto ano consecutivo, o que acreditamos refletir nosso investimento cont\u00ednuo nos\u00a0recursos\u00a0que os compradores corporativos avaliam com mais cuidado:<\/p>\n\n\n\r\n    <nav data-content-type=\"longform\" class=\"toc-block longform-spacings px-5 py-6 px-md-6 px-lg-7 py-md-7 bg-light fs-sm rounded-lg\" aria-labelledby=\"toc-title-3868\"><p class=\"h5 m-0\" id=\"toc-title-3868\">\u00cdndice<\/p><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">01<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#seguranca-impulsionada-por-ia\">Seguran\u00e7a impulsionada por IA<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">02<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#alcance-global-e-profundidade-vertical\">Alcance global e profundidade vertical<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">03<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#o-que-acreditamos-que-nos-torna-um-lider\">O que acreditamos que nos torna um l\u00edder<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">04<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#construida-em-infraestrutura-global-confiavel\">Constru\u00edda em infraestrutura global confi\u00e1vel<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">05<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#solucoes-preparadas-para-ia-para-uso-no-mundo-real\">Solu\u00e7\u00f5es preparadas para IA para uso no mundo real<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">06<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#pronto-para-a-proxima-geracao-de-comunicacao-com-o-cliente\">Pronto para a pr\u00f3xima gera\u00e7\u00e3o de comunica\u00e7\u00e3o com o cliente<\/a><\/div><\/div><\/nav>\n\n\n<h2 class=\"wp-block-heading\"><strong>Seguran\u00e7a impulsionada por IA<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Nossos controles de fraude orientados por IA e ML \u2014 incluindo verifica\u00e7\u00e3o de identidade e detec\u00e7\u00e3o de fraude acess\u00edveis via MCP \u2014 permitem que as empresas incorporem verifica\u00e7\u00f5es de seguran\u00e7a aut\u00f4nomas diretamente nos fluxos de trabalho do agente, sem roteamento para fora da plataforma. Os clientes sempre nos dizem que os padr\u00f5es de seguran\u00e7a e a conformidade est\u00e3o entre os principais motivos pelos quais escolhem a Sinch e continuam conosco.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Um recurso que vale a pena destacar especificamente \u00e9 como a nossa infraestrutura de seguran\u00e7a se conecta \u00e0 camada de IA ag\u00eantica. Nossos controles de fraude e verifica\u00e7\u00e3o de identidade podem ser acessados via Model Context Protocol (MCP) \u2014\u00a0o que significa que podem ser chamados\u00a0diretamente dentro dos fluxos de trabalho do agente aut\u00f4nomo, sem roteamento para fora da plataforma. \u00c0 medida que as empresas passam de pilotos de IA para implementa\u00e7\u00f5es de produ\u00e7\u00e3o, a capacidade de incorporar verifica\u00e7\u00f5es de identidade confi\u00e1veis na camada do agente \u2014 em vez de anex\u00e1-las depois do fato \u2014 torna-se uma decis\u00e3o arquitet\u00f4nica significativa. \u00c9 para l\u00e1 que acreditamos que os requisitos de seguran\u00e7a corporativa est\u00e3o indo: n\u00e3o um per\u00edmetro em torno das\u00a0comunica\u00e7\u00f5es, mas\u00a0integrado na pr\u00f3pria camada de intelig\u00eancia.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Alcance global e profundidade vertical<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Com mais de 600 conex\u00f5es diretas com operadoras, oferecemos suporte a uma cobertura de n\u00edvel corporativo na Am\u00e9rica do Norte, EMEA, LATAM e APAC, incluindo a \u00cdndia \u2014 com equipes regionais e espec\u00edficas do mercado vertical em servi\u00e7os financeiros, varejo, sa\u00fade, tecnologia e telecomunica\u00e7\u00f5es. A escala global s\u00f3 agrega valor quando\u00a0\u00e9\u00a0apoiada por especializa\u00e7\u00e3o\u00a0local.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>O que acreditamos que nos torna um l\u00edder<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Em 2026, os clientes esperam imediatismo, personaliza\u00e7\u00e3o e consist\u00eancia ao interagirem com as empresas e transitarem entre dispositivos e canais.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Para as empresas, o desafio imediato\u00a0n\u00e3o \u00e9\u00a0usar ou n\u00e3o IA na comunica\u00e7\u00e3o com o cliente.\u00a0A quest\u00e3o \u00e9\u00a0se a infraestrutura subjacente pode oferecer suporte a isso na produ\u00e7\u00e3o.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ela consegue lidar com a confiabilidade em grande escala? Ela consegue atender aos requisitos de conformidade em v\u00e1rias regi\u00f5es?\u00a0Ela pode proporcionar experi\u00eancias consistentes nos canais que os clientes\u00a0realmente usam?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Acreditamos que essa \u00e9 a avalia\u00e7\u00e3o que o Gartner realiza ao colocar provedores em seu Magic Quadrant, e sentimos que quatro anos consecutivos como l\u00edder\u00a0refletem nosso investimento cont\u00ednuo nos\u00a0principais\u00a0recursos dos quais os clientes dependem para se comunicar\u00a0de maneira mais inteligente em\u00a0escala.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Profundidade do ecossistema de parceiros, seguran\u00e7a incorporada na camada do agente e mais de 600 conex\u00f5es diretas com operadoras \u2014 esses\u00a0n\u00e3o s\u00e3o\u00a0investimentos independentes em produtos. Eles s\u00e3o o que significa operar uma infraestrutura de comunica\u00e7\u00e3o corporativa que pode escalar com a IA na produ\u00e7\u00e3o: as integra\u00e7\u00f5es que removem o atrito na aquisi\u00e7\u00e3o, a camada de confian\u00e7a que se sustenta sob a carga de agentes aut\u00f4nomos e a rede global que torna a consist\u00eancia poss\u00edvel em todos os mercados onde uma empresa atua.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Constru\u00edda em infraestrutura global confi\u00e1vel<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Executar a comunica\u00e7\u00e3o inteligente com o cliente em produ\u00e7\u00e3o se resume a saber se a base consegue lidar com a complexidade do mundo real \u2013 em v\u00e1rias regi\u00f5es, canais e altos volumes de mensagens.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A Sinch impulsiona mais de um trilh\u00e3o de intera\u00e7\u00f5es seguras por ano em mais de 190 pa\u00edses, com o suporte de mais de 600 conex\u00f5es diretas com operadoras globalmente.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Essa camada de infraestrutura inclui a detec\u00e7\u00e3o de fraude orientada por machine learning, a conformidade com a CCPA, o GDPR, a HIPAA e a Lei de IA Europeia, bem como uma plataforma de e-mail nativa que entrega 95% das mensagens na caixa de entrada \u2013 uma das refer\u00eancias de entregabilidade mais fortes do setor.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Para os compradores corporativos, este quarto ano consecutivo como l\u00edder \u00e9 a valida\u00e7\u00e3o que importa: n\u00e3o as pr\u00f3prias alega\u00e7\u00f5es de um provedor sobre confiabilidade, mas uma avalia\u00e7\u00e3o independente se a infraestrutura se sustenta em escala de produ\u00e7\u00e3o.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Solu\u00e7\u00f5es preparadas para IA para uso no mundo real<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Empresas, as principais plataformas de nuvem do mundo e uma nova gera\u00e7\u00e3o de empresas nativas de IA est\u00e3o fazendo parceria com a Sinch para transformar a comunica\u00e7\u00e3o inteligente em valor real para o cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A infraestrutura, a intelig\u00eancia e a escala global da Sinch oferecem suporte a uma ampla variedade de casos de uso para os desafios de comunica\u00e7\u00e3o de hoje e do futuro.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A SAP\u00a0Emarsys\u00a0escalou\u00a0o envio de mensagens global e personalizado com a Conversation API da Sinch, resultando em:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Plataforma enriquecida com uma \u00fanica integra\u00e7\u00e3o<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Engajamento do cliente e ROI desbloqueados<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Entrega global confi\u00e1vel em SMS, MMS, WhatsApp, Line, Viber Business e RCS<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">A Proximus, provedora de telecomunica\u00e7\u00f5es m\u00f3veis, implementou chatbots\u00a0do Chatlayer.ai da Sinch em vendas, suporte e RH para mais de quatro milh\u00f5es de clientes, resultando em:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Aumento de 120% em pedidos no site em tr\u00eas meses<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Dez a 15 minutos economizados por intera\u00e7\u00e3o<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>20-30% menos consultas de RH, liberando a equipe<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">iFood, uma empresa de entrega de comida, escalou o\u00a0suporte\u00a0e o onboarding com a IA conversacional da Sinch:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>94,5% dos tickets totalmente automatizados<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Pontua\u00e7\u00e3o de satisfa\u00e7\u00e3o de onboarding de 91%<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Redu\u00e7\u00e3o de 70% nos custos de entrega<\/li>\n<\/ul>\n\n\n\r\n    <aside data-content-type=\"longform\"  class=\"banner-block longform-spacings rounded-lg shadow-lg px-5 py-6 px-md-6 py-md-7 p-lg-7 bg-light\" data-theme=\"dark\"  aria-labelledby=\"banner-block-block-73958043f9bf7ca5379d09663db7d38c\">\r\n                            <p class=\"h4 text-accent fw-bold\" id=\"banner-block-block-73958043f9bf7ca5379d09663db7d38c\">\r\n                A Sinch \u00e9 nomeada l\u00edder de CPaaS novamente            <\/p>\r\n                            <div class=\"mb-0 text-body-color\">\r\n                            <\/div>\r\n        \r\n        <div class=\"text-start mt-5\"><a href=\"https:\/\/s.sinch.com\/4dboC4w\"  class=\"btn btn-secondary\" >Acessar o relat\u00f3rio<\/a><\/div>\r\n    <\/aside>\r\n\r\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Pronto para a pr\u00f3xima gera\u00e7\u00e3o de comunica\u00e7\u00e3o com o cliente<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Para n\u00f3s,\u00a0a avalia\u00e7\u00e3o de 2026 do Gartner\u00ae reflete para onde a comunica\u00e7\u00e3o corporativa com o cliente est\u00e1 indo:\u00a0a IA\u00a0\u00e9 mais do que\u00a0apenas um recurso.\u00a0Ela \u00e9\u00a0a infraestrutura por tr\u00e1s de tudo o que voc\u00ea faz.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Os investimentos da Sinch em voz nativa em IA, implementa\u00e7\u00e3o de IA conversacional e recursos de comunica\u00e7\u00f5es ag\u00eanticas s\u00e3o constru\u00eddos na mesma infraestrutura de n\u00edvel de operadora que j\u00e1 lida com\u00a0quase um\u00a0trilh\u00e3o de intera\u00e7\u00f5es por ano. A base est\u00e1 l\u00e1, e\u00a0mal podemos\u00a0esperar para ver\u00a0o que voc\u00ea vai construir sobre ela.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Se\u00a0voc\u00ea\u00a0est\u00e1\u00a0avaliando provedores de\u00a0CPaaS, desenvolvendo internamente um caso de neg\u00f3cio para investimento em plataforma ou planejando seu roteiro de comunica\u00e7\u00f5es por IA para o pr\u00f3ximo ano, o Gartner\u00ae Magic Quadrant\u2122 de 2026 para\u00a0CPaaS\u00a0\u00e9 o ponto de partida objetivo.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Gartner, Magic Quadrant for Communications Platform as a Service, Lisa Unden-Farboud,\u00a0Pankil Sheth,\u00a0Ajit Patankar\u00a0[18 de maio de\u00a02026].<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">GARTNER \u00e9 uma marca registrada da Gartner, Inc. e\/ou de suas afiliadas. MAGIC QUADRANT \u00e9 uma marca registrada da Gartner, Inc. e\/ou de suas afiliadas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">O Gartner n\u00e3o endossa nenhum provedor, produto ou servi\u00e7o descrito em suas publica\u00e7\u00f5es de pesquisa, e n\u00e3o\u00a0aconselha os usu\u00e1rios de tecnologia a\u00a0selecionar apenas os provedores com as classifica\u00e7\u00f5es mais altas ou outra designa\u00e7\u00e3o. As publica\u00e7\u00f5es de pesquisa do Gartner consistem nas opini\u00f5es da organiza\u00e7\u00e3o de pesquisa do Gartner e n\u00e3o devem ser interpretadas como declara\u00e7\u00f5es de fatos. O Gartner\u00a0se isenta de\u00a0todas as garantias, expressas ou impl\u00edcitas, com rela\u00e7\u00e3o a esta pesquisa, incluindo quaisquer garantias de comercializa\u00e7\u00e3o ou adequa\u00e7\u00e3o a uma finalidade espec\u00edfica.<\/p>\n","protected":false},"author":48,"featured_media":185352,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"blog_category":[305],"class_list":["post-214575","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-empresa"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Sinch \u00e9 nomeada L\u00edder\u00a0novamente\u00a0no Gartner\u00ae Magic Quadrant\u2122 2026 para\u00a0CPaaS - Sinch<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sinch.com\/pt\/blog\/2026-gartner-magic-quadrant-cpaas\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Sinch \u00e9 nomeada L\u00edder\u00a0novamente\u00a0no Gartner\u00ae Magic Quadrant\u2122 2026 para\u00a0CPaaS - Sinch\" \/>\n<meta property=\"og:description\" content=\"A comunica\u00e7\u00e3o com o cliente entrou em uma nova fase. 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