Report

Sinch scores highest two across all five Use Cases in the 2026 Gartner® Critical Capabilities™ for CPaaS report 

The 2026 Gartner® Critical Capabilities for CPaaS report is in. Sinch consistently scored between 4.53 and 4.70 out of 5.0 across all five evaluated Use Cases, which we believe is a powerful validation of our mission: to build the most trusted foundation for intelligent customer communications in the AI era.

What you’ll find in the report: 

  • How all evaluated vendors scored across the five CPaaS use cases

  • The Gartner methodology and the capabilities weighted in each use case

  • Where Sinch scored highest, and how to apply the findings to your own evaluation

Read the full report
Image for Sinch scores highest two across all five Use Cases in the 2026 Gartner® Critical Capabilities™ for CPaaS report 

Why the Gartner® Critical Capabilities™ report matters

When taking AI communications from pilot to production, you don’t just need a market leader; you need infrastructure built for the exact use case you’re deploying.

The Gartner Critical Capabilities for CPaaS report, published alongside the Magic Quadrant™ – where Sinch was named a Leader this year for the fourth time running – provides what we see as the independent insights enterprises need to determine which CPaaS platforms can support their long-term roadmap at global scale. 

Image for Why the Gartner® Critical Capabilities™ report matters

Inside the 2026 evaluation

In this year’s report, Sinch scored between 4.53 and 4.70 out of 5.0 across the five use cases evaluated by Gartner – scores we view as consistently high:

  • Basic Communications – 4.70 out of 5.0: Ensure your critical alerts, marketing messages, and security codes reliably reach customers on the channels they use – messaging, voice, and email.

  • Advanced Voice Communications – 4.69 out of 5.0: Build engaging, reliable voice experiences while seamlessly managing complex telecommunications regulations and fraud protection behind the scenes.

  • Conversational Customer Experience – 4.67 out of 5.0: Create enriched customer journeys by combining advanced messaging, video, and bots into an orchestrated omnichannel experience.

  • Multinational Organizations Use – 4.66 out of 5.0: Scale customer interactions across channels and regions through a single, unified enterprise platform. Sinch received the highest score of all evaluated vendors for this Use Case.

  • Video – 4.53 out of 5.0: Integrate high-quality, reliable video capabilities directly into your applications to support collaboration, telemedicine, education, and more.

Read the full report
Image for Inside the 2026 evaluation

Connecting every business with every customer, everywhere in the world 

Whether you’re scaling basic communications, complex multi-region deployments, AI-driven voice experiences or conversational customer journeys, Sinch provides a trusted foundation for intelligent and secure communications, helping businesses strengthen relationships, deliver better experiences, and grow with confidence.

Over 200,000 businesses across more than 190 countries – including Google, Uber, PayPal, Visa, and Tinder – trust Sinch’s infrastructure for nearly a trillion annual interactions across messaging, voice, and email. 

Image for Connecting every business with every customer, everywhere in the world 

AI-native communication

Build intelligent, next-generation customer experiences with our AI-native APIs, MCP servers, Agent Skills, Agent Builder, Voice Relay, and Lovable integration. All designed for the new era of customer communication.
Discover our AI capabilities

One unified platform

Experience the power of a truly unified platform. Our native email solution delivers 95% of messages to the inbox (vs. 85% industry average) and is fully integrated with our 14+ messaging and voice channels for seamless, powerful conversations.
Explore our channels

Superior voice quality and scale

Rely on our superior voice infrastructure. We operate North America’s largest independent Tier 1 voice network and provide unmatched reliability and scale, ready for the explosive growth of AI voice.
Learn about our network

Delivering on the use cases that matter to our customers 

★ ★ ★ ★ ★
“Great products and support! Easy to use.”
CEO Telecommunication Industry
Read the full review
★ ★ ★ ★ ★
“Best Solution For Customer Communications and Engagement”
Digital Marketing Manager Telecommunication Industry
Read the full review
★ ★ ★ ★ ★
“Team Responsiveness and Seamless Functionality Stand Out as Key Strengths”
Director of Operations Banking Industry
Read the full review
★ ★ ★ ★ ★
“Sinch are our communications vendor of choice.”
Marketing Manager Energy and Utilities Industry
Read the full review

Gartner, Critical Capabilities for Communications Platform as a Service, Ajit Patankar, Pankil Sheth, Lisa Unden-Farboud, 20 May 2026.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Sinch. 

Related resources

Resources