Who are Sinch?

Enterprise IT teams are under growing pressure to deliver consistent, high-quality customer communications across an increasing number of digital channels. Sinch is one of the largest Communications Platform as a Service (CPaaS) providers in the world, offering the infrastructure, APIs, and applications that businesses need to send and receive messages at scale across SMS, voice, email, and chat apps. Listed on Nasdaq Stockholm and processing over 900 billion customer interactions annually, Sinch operates at a level of scale that few CPaaS competitors can match.

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Who Are Sinch?

Sinch was founded in 2008 in Stockholm, Sweden, originally operating as CLX Communications before rebranding as Sinch. The company is headquartered in Stockholm and is publicly listed on Nasdaq Stockholm under the ticker XSTO:SINCH. Sinch is led by CEO Laurinda Pang, who took the role in April 2023 and has overseen a period of operational consolidation following the company's aggressive acquisition phase. Sinch employs more than 4,000 people across more than 60 countries.

The business has grown significantly through acquisition, incorporating platforms including Mailgun, Pathwire, MessageBird's email division, and others to build out its capabilities across messaging, email, and voice. In 2025, Sinch reported net sales of USD 3 billion, reflecting its position as one of the largest independent CPaaS providers globally. The company serves more than 200,000 customers worldwide, including a significant number of the world's largest technology companies.

What Does Sinch Do?

Sinch provides what it calls a Customer Communications Cloud, a unified platform through which enterprises can manage customer interactions across messaging, voice, and email from a single integration point. The platform is built around an extensive global super network of direct carrier connections, enabling businesses to reach mobile users in virtually every country with high delivery reliability and low latency.

The core of Sinch's enterprise offering is its suite of APIs, which developers use to embed SMS, voice, verification, and rich messaging directly into applications, platforms, and workflows. These APIs handle everything from one-time passcodes and transactional alerts to full conversational experiences across WhatsApp, RCS, and other chat channels. The platform also includes prebuilt applications for teams that prefer a lower-code approach, including tools for campaign management and customer service interactions. For enterprise buyers evaluating the customer experience technology landscape, Sinch sits at the intersection of messaging infrastructure and customer engagement tooling.

Sinch has made a significant push into email through its acquisition of Mailgun and Mailjet, now consolidated under the Sinch Email brand. This gives the platform a strong position for enterprises that want to manage both mobile messaging and email communications through a single vendor. The email offering is particularly well regarded in the developer community for its deliverability, analytics, and API flexibility.

Beyond the communications infrastructure, Sinch has been developing its AI capabilities, particularly around conversational automation. The Chatlayer product, acquired as part of its expansion, enables businesses to build AI-powered chatbots for customer service workflows across web, WhatsApp, and other channels. Sinch has positioned this as a complement to its messaging APIs rather than a standalone product, allowing enterprises to layer intelligent automation onto their existing communication channels.

ℹ️ Sinch feature in our CPaaS Software Options 2026 blog where you can read up about the CPaaS technology space and key vendors

Sinch Technology Areas

Sinch covers a comprehensive set of enterprise communication capabilities across messaging, voice, email, and conversational AI.

•       SMS API: High-volume A2P and P2P messaging with global carrier connectivity and intelligent routing

•       Voice API: Programmable voice for calls, alerts, conferencing, and contact centre workflows

•       Email: Developer-focused email delivery and marketing tools via Sinch Mailgun and Mailjet

•       WhatsApp Business API: Transactional, marketing, and conversational messaging through WhatsApp

•       RCS: Rich Communication Services messaging with branded, interactive capabilities

•       Verification API: One-time passcodes, phone number verification, and silent mobile authentication

•       Contact Centre: Sinch Contact Pro, a cloud contact centre solution integrating voice, email, and messaging

•       Conversational AI: Chatbot and virtual agent tooling through Chatlayer for automated customer service

•       Sinch Campaigns: Outbound marketing campaign management across SMS and rich messaging channels

•       Number Management: Phone number provisioning, porting, and lookup services

Sinch Competitors

The CPaaS market has consolidated significantly over the past five years, with a small number of large platform providers now competing alongside more focused specialists. Sinch sits firmly among the top tier, consistently recognised as a Leader in the Gartner Magic Quadrant for CPaaS, most recently in 2025. The competitive landscape spans vendors with different strengths across developer tooling, channel breadth, global reach, and applications.

If you are exploring the communications platform market and want to understand the full range of vendors worth evaluating alongside Sinch, the Viewpoint Analysis Longlist Builder is a structured way to identify all the options relevant to your requirements.

•       Twilio. The market's best-known CPaaS provider, Twilio built its position on developer experience and a broad ecosystem of integrations. It remains the default choice for many technology companies building communication features from scratch, though Sinch competes strongly on enterprise support, email capabilities, and global carrier reach.

•       Infobip. A full-stack CPaaS and customer engagement platform with deep global carrier relationships and a broad set of applications covering contact centre, chatbots, and marketing automation. Infobip competes directly with Sinch across both API and application layers, and is particularly strong in markets across Europe, Asia Pacific, and Latin America.

•       Vonage (Ericsson). Vonage offers CPaaS alongside unified communications and contact centre products, now under Ericsson's ownership. Its strength lies in bundling communications infrastructure with broader enterprise connectivity, though its CPaaS developer tools have historically lagged behind Twilio and Sinch.

•       Mitto. A Swiss-headquartered CPaaS specialist with a strong emphasis on delivery quality, AI-powered routing, and direct carrier connections. Mitto positions itself as a performance-focused alternative to the larger platforms, and is recognised in the Gartner Magic Quadrant as a Niche Player. It competes with Sinch principally on SMS and voice messaging quality rather than platform breadth.

•       MessageBird. A Dutch CPaaS provider that has rebranded and refocused several times in recent years. MessageBird offers omnichannel messaging and customer engagement capabilities and competes with Sinch in European markets, though it has a smaller global footprint and fewer enterprise-scale deployments.

For organisations approaching a formal procurement process, the Enterprise Software Selection Playbook covers how to run a professional evaluation from market review through to vendor decision.

Sinch Customer Examples

Sinch's customer base spans retail, government, financial services, and consumer technology, reflecting the breadth of industries that depend on reliable, scalable digital communications. The following examples are drawn from Sinch's own published case studies.

Currys. Currys is the UK's leading omnichannel technology retailer, operating 815 stores across eight countries. The business uses Sinch SMS to power customer communications at scale, sending more than 300,000 messages monthly and up to three million during peak trading periods such as Black Friday. After integrating with Adobe Campaign Classic for audience targeting, Currys achieved a 97.5% SMS delivery rate and 99.9% uptime, enabling reliable, event-driven customer engagement across its entire operation.

Government of Ras Al Khaimah. The emirate of Ras Al Khaimah in the UAE implemented Sinch Contact Pro to unify its citizen communications across phone, email, and messaging channels. Previously managed through separate systems, all interactions are now handled through a single platform integrated with SAP S/4HANA. The deployment delivered a 13.7% reduction in IT maintenance costs, a 12.8% drop in call abandon rates, and an 11.4% decrease in the number of staff required to manage incoming citizen contact.

Bizbike. Bizbike is Belgium's largest eBike provider, serving employers and employees across the country. As customer enquiry volumes grew alongside demand for e-mobility products, Bizbike implemented Sinch's Chatlayer AI chatbot to automate responses to common customer questions. The solution now handles 30% of all customer FAQs, saving the team more than 40 hours per month, while also generating a measurable improvement in NPS score.

Open Government Products, Singapore. Open Government Products is a Singapore government unit responsible for delivering digital services to citizens. The organisation uses Sinch's SMS API for secure, reliable delivery of critical government messages, including time-sensitive notifications requiring high delivery confidence. With direct carrier connections and local infrastructure provided by Sinch, 90% of urgent messages reach citizens within one minute, and 95% of all messages are delivered within 48 hours.

Suggested Next Steps

Viewpoint Analysis provides a range of 'Buyer Help' to make the process of buying enterprise software and services a little bit easier. Here are some places you can go for more help and support:

Further reading. If you want to understand the wider customer experience technology landscape before going further with any individual vendor, the Viewpoint Analysis Customer Experience Technology page covers the market in detail, including the different categories, key vendors, and what to look for when evaluating your options.

Build your initial longlist. Not sure who else you should be considering alongside Sinch? The Viewpoint Analysis Longlist Builder asks you a few questions about your organisation and requirements, and we come back with a comprehensive report covering all the vendors worth putting on your list. It is a straightforward way to make sure you are not missing a strong option before you start shortlisting.

Bring the vendors to pitch to you. Want to educate your team or bring new ideas to the business? The Viewpoint Analysis Technology Day is a day built just for you and your team. We bring multiple vendors to pitch new ideas that might be your future projects.

Run a quick selection process. If you are ready to move to a formal evaluation, the Viewpoint Analysis 30-Day Technology Selection service takes you from a standing start to a preferred vendor decision in a single month. It combines the best of our Rapid RFP processes, and we run the whole thing for you, writing the brief, managing vendor engagement, and guiding your team to a scored, defensible decision.

Speak to Viewpoint Analysis. If you would like to talk through your requirement and understand how we can help, request a call and one of our team will be in touch. There is no obligation, and no vendor agenda, just an independent conversation about what you are trying to achieve.