Sinch tops Gartner CPaaS report for multinational & video use

Sinch has been recognised in the 2025 Gartner Critical Capabilities for Communications Platform as a Service (CPaaS) report, ranking highest for both the Multinational Organisations and Video use cases among all evaluated vendors.

The Gartner Critical Capabilities report, which is published as a complement to the well-known Gartner Magic Quadrant for CPaaS, assesses providers across five primary use cases. These relate to integration of communications solutions within enterprise digital transformation strategies, a focus area for global businesses seeking to consolidate and optimise customer engagement.

According to Sinch, the company placed either first or second in every evaluated use case, reflecting what it describes as the strength and flexibility of its communications platform for complex enterprise requirements. The performance highlights Sinch's emphasis on global infrastructure and the development of products such as Sinch MCP and the MailGun Inspect solution.

"To us, The Gartner recognition validates what our customers experience every day: that the future of enterprise communications isn't just about connecting channels, it's about making them intelligent," said Laurinda Pang, CEO of Sinch. "We've long led the way in supporting multinational use cases, helping organizations personalise at scale with AI-powered messaging, adapt in real-time with voice, and build trust through video. This ranking reflects our ability to deliver innovation without complexity, no matter the region, channel, or challenge."

In terms of strengths in key use cases, Sinch achieved the highest ranking for the Multinational Organisations use case, an assessment which considers a provider's capacity to support intricate, cross-border communication needs. Sinch maintains a presence in over 60 countries and leverages direct connections to more than 600 global carriers, aiming to deliver secure, localised communication experiences alongside compliance expertise and enterprise-level resilience.

Sinch's capabilities in the Video use case received specific recognition in the Gartner report. The company offers high-quality, low-latency video communications, suitable for real-time calls, conferencing and live streaming. Sinch reports that such features are in increasing demand across sectors such as healthcare, finance, and eCommerce, where visual engagement contributes to customer trust and interaction quality.

The company was also acknowledged in other areas, such as Advanced Voice Communications, Basic Communications, and Conversational Customer Experience. Sinch offers products including intelligent IVR systems, SMS delivery, omnichannel chatbots, and secure email - all managed through a single platform. This is designed to address the growing need for reliable and integrative solutions as enterprises respond to evolving customer expectations.

This latest acknowledgement follows a period in which Sinch has expanded its solutions in both enterprise and carrier markets. The company has launched additional AI-powered offerings, established new partnerships with global technology firms, and increased its investment in omnichannel infrastructure. These developments aim to assist clients as they transition toward integrated, intelligent, and localised communication strategies.

Recent trends in enterprise communications indicate a preference for fewer and more capable platforms that can support intelligent, secure, and scalable engagement with customers globally. Sinch refers to its own State of Customer Communications report in observing that the market is seeking trusted partners for communications solutions that suit a variety of channels and regional requirements.