Sinch named Gartner leader in CPaaS for fourth year

Sinch has been named a Leader in Gartner's 2026 Magic Quadrant for Communications Platform as a Service, marking the fourth consecutive year it has received the designation.

The recognition comes as companies expand their use of communications software to manage customer interactions across messaging, voice, and other digital channels. Gartner said in the report that by 2029, 85% of global enterprises will require AI-based security features in their CPaaS tools, up from 40% in 2025.

That forecast points to a market in which communications vendors are judged not only on reach and integration with business software, but also on fraud prevention, identity checks, and support for automated interactions. Sinch said those areas have been a core focus of its recent investment.

Platform scale

Sinch has built a partner ecosystem of more than 1,000 active partners and more than 500 integrations, including links with Salesforce, Microsoft, SAP, Adobe, and AI-focused platforms. It has also developed AI- and machine learning-based fraud controls, alongside identity verification tools that can be used within autonomous agent workflows.

Network reach remains another part of its pitch to large business customers. Sinch said it has more than 600 direct carrier connections across North America, Europe, the Middle East and Africa, Latin America, and Asia-Pacific, including India, and supports customers in sectors including financial services, retail, healthcare, technology, and telecom.

The business processes close to one trillion customer interactions each year across more than 190 countries. That level of activity places it among the larger global providers in a CPaaS market increasingly shaped by customer service automation, verification, and compliance demands.

Market shift

CPaaS providers offer software interfaces and infrastructure that let companies add communications functions such as text messaging, voice, email, and verification to their own applications and customer systems. The sector has attracted growing attention as businesses seek to automate more customer contact and connect AI systems to live communications channels.

At the same time, the market has become more complex in regions such as Asia-Pacific, where regulations differ sharply between countries and consumer preferences are spread across a mix of apps, mobile channels, and legacy networks. Vendors operating there often need local infrastructure and market-specific compliance processes to serve multinational customers consistently.

Regional demand

"As AI moves into production, enterprises need communications infrastructure that can support autonomous, real-time interactions across channels at global scale," said Laurinda Pang, President and Chief Executive Officer, Sinch. "Our focus has been on building the infrastructure layer that combines carrier-grade reliability with AI-native capabilities so businesses can operationalize intelligent customer communications with confidence."

"APAC is one of the most complex and fast-moving enterprise communications markets in the world, with diverse regulatory environments, fragmented channels, and some of the highest consumer expectations for digital experience anywhere. Being recognised as a Leader for the fourth consecutive year is testament to the investments we've made in regional infrastructure and local expertise, but more importantly it reflects what our customers are building. Enterprises across the region are moving quickly to put AI into production, and they need a partner with the network depth and security controls to make that viable at scale," said Wendy Johnstone, Executive Vice President, Sinch APAC.

Buyer priorities

For providers such as Sinch, recognition in analyst rankings can play an important role in enterprise sales cycles, where large customers often use third-party research as one input when assessing suppliers. It also comes at a time when buyers are trying to balance new AI-led customer engagement tools with concerns over security, fraud, and regulatory exposure.

Sinch's latest designation underlines how those concerns are reshaping the CPaaS market, with infrastructure reach, verification tools, and partner integrations becoming more closely linked in vendor assessments. The company now handles close to one trillion customer interactions annually across more than 190 countries.