Twilio Recognized as Leader in the Gartner® Magic Quadrant™ 2025 for CPaaS

For the third consecutive year, Twilio has been recognized as a Leader in the Gartner Magic Quadrant™ 2025 for Communications Platform as a Service (CPaaS), ranking first in the category "Ability to Execute."

A Fundamental Milestone for the Future of Customer Engagement

A Recognition of Strategic Value 

Exelab is pleased to announce that its strategic partner, Twilio, has once again been confirmed as a Leader in the Gartner Magic Quadrant™ 2025 for CPaaS solutions. Achieving this distinction for the third consecutive year underscores Twilio’s consistent excellence in realizing its strategic vision and providing reliable, scalable communication solutions.

Understanding Gartner's Magic Quadrant™ for CPaaS

The Gartner Magic Quadrant™ is an internationally recognized research methodology developed by Gartner Inc. to assist business and IT decision-makers in evaluating technology vendors in rapidly growing markets with clear provider differentiation. Specifically, the Magic Quadrant™ for CPaaS evaluates providers based on two primary dimensions:

Completeness of Vision

This dimension assesses vendor innovation, market understanding, and future strategy. Gartner analyzes a vendor’s capability to anticipate trends in business communications and translate them into an effective roadmap. This criterion reflects the vendor's market positioning, investment in future technologies, and adaptability of its business model. A high score identifies a visionary vendor capable of guiding and influencing the CPaaS market.

Ability to Execute

Gartner defines this dimension as the vendor’s capacity to effectively realize its strategic vision and meet customer needs. This evaluation includes the quality and reliability of communication APIs, scalability and resilience of the infrastructure, and the overall customer experience, from sales to pricing execution. Key factors also include financial stability, operational maturity, and responsiveness to market needs. A high score indicates a proven track record, strong product performance, and the capacity to consistently support large enterprises.

Based on this detailed analysis, Gartner places providers into four distinct quadrants:

• Leader: strong execution capability and comprehensive vision;
• Challenger: good execution capability but limited vision;
• Visionari: compelling vision but weak execution; and
• Niche players: specialized offerings or limited capabilities

Why Twilio Stands Out in the CPaaS Market

Twilio’s positioning as a Leader, with exceptional excellence in "Ability to Execute," highlights its outstanding capabilities in platform reliability, global presence, and operational performance. With 335,000 active customer accounts and over 10 million developers using its platform, Twilio clearly demonstrates its effectiveness and capacity to manage large-scale solutions.

Gartner’s recognition of Twilio is further supported by recent innovations announced by the company, including:

• ConversationRelay: advanced conversational AI capability enabling developers to create sophisticated voice agents integrating real-time streaming, speech recognition, and natural-sounding voices.
• Conversational Intelligence: converts voice and text conversations into actionable insights.
• WhatsApp Business Calling: enables businesses to manage messaging and voice calls within a single WhatsApp conversation, enhancing customer experience.

According to Twilio's "State of Customer Engagement 2025" report, 71% of companies use AI technologies to improve engagement, yet only 42% of consumers feel these interactions are genuinely personalized. Twilio's latest solutions aim to bridge this gap, once again underscoring the strategic vision acknowledged by Gartner.

"The news of Twilio's recognition for the third consecutive year with the highest distinction in Gartner's Magic Quadrant confirms the robustness of Exelab’s strategy, especially now that Exelab has recently been named a Gold Partner by Twilio, the sole representative in Italy. Exelab thus reaffirms its position as a leading reference in the field of advanced business communications, enhancing operational efficiency and customer experience through the strategic application of technology."

- Emanuele Caronia, CEO e founder di Exelab

Unlocking Twilio's Potential with Exelab

Being a Leader in the Gartner Magic Quadrant™ is not merely recognition but an opportunity to rapidly adopt innovative tools, ensure large-scale reliability, and achieve a level of personalization that makes a tangible impact on customers. As a Gold Partner of Twilio, Exelab helps businesses fully leverage CPaaS solutions, transforming customer engagement and delivering measurable business outcomes.

For more details, you can access the full Gartner Magic Quadrant™ 2025 report for CPaaS here

About Exelab

Exelab is a systems integrator of excellence, specializing in developing integrated technology solutions to improve the experience of users, whether they are customers or employees of the company. With strategic partnerships that include HubSpot, AWS, Databricks, and Twilio, the company specializes in implementing complex projects for the enterprise world, ranging from CRM to Marketing Automation, Omnichannelality to Artificial Intelligence. The company's mission is to bring the best technologies to the heart of large companies, promoting innovation focused on business objectives. Exelab's strategy is based on three main pillars: bringing a lean technology approach to the enterprise world; maintaining a very high level of specialization and operational excellence; and delivering high-impact projects. Since its establishment, Exelab has been continuously investing in proprietary technologies aimed at improving its efficiency and scalability for itself and its client companies.

Ufficio stampa Exelab

ddl studio: innovationteam@ddlstudio.net
Mara Linda Degiovanni: +39 3496224812
Sabrina Barozzi: +39 333 6158644
Michela Ravalico: +39 340 7446083