Business texting and messaging tools set to top $50 billion by 2031

The tools businesses use to text, call and chat with customers are becoming a much bigger business. Research firm Juniper Research says the market is worth about $21 billion in 2026 and will more than double over the next five years. Its headline forecast puts the total above $50 billion by 2031.

What is driving it

The market is called CPaaS. It covers services that let a company send texts, make calls, run video and use chat apps through its own software. Juniper points to two main growth drivers. One is conversational AI, meaning chat assistants that answer customers. The other is login checks, such as codes sent to confirm it's you.

Juniper also expects newer channels to gain as plain SMS texting declines. These include RCS, an upgraded kind of text message, and messaging apps such as WhatsApp.

Who leads

Juniper ranked 24 vendors. The headline names Infobip, Twilio and Sinch as market leaders. Analyst Peter Boyland said Infobip led again because of its broad range of products, its AgentOS offering and its global reach.

What is not clear

• The full top-five list and each vendor's score are not in the announcement.
• The full report is not public. Only an extract is offered as a free whitepaper.
• This is a forecast, not a measured result.

For a business that texts customers, the direction is clear. More of those messages may move to WhatsApp and richer formats, with AI handling more replies.