Twilio kicked off its SIGNAL 2025 user conference by previewing its next-generation customer engagement platform, optimized for an AI- and data-powered world. The company announced enhanced Customer Data Platform (CDP) capabilities and significant Communications Platform as a Service (CPaaS) updates.
Key innovations include new conversational AI tools, trusted communications channels, and intelligent compliance solutions, all aimed at delivering seamless customer engagement. Conversational Intelligence, an expansion of Voice Intelligence, is now generally available for voice and in private beta for messaging, analyzing interactions to improve customer experiences.
Twilio also announced plans to bring Rich Communication Services (RCS) to general availability, WhatsApp Business Calling to general availability, and a Compliance Toolkit to public beta. Data Residency for Email (EU) was also announced, alongside new Public Beta features for Event-Triggered Journeys within Twilio Engage, enabling real-time, context-rich personalization.
The platform is designed to serve as an infrastructure layer for every customer interaction, seamlessly incorporating omnichannel communications, authentication, intelligent automation, predictive insights, and a unified profile API. This strategic evolution aims to address the rising expectations of AI-enabled systems and the need for connected data.
Twilio also announced new preferred partners, Amplitude and Attribution App, for its Segment CDP, which will actively co-sell with Twilio Segment's sales teams. These advancements reinforce Twilio's leadership in the customer engagement space, as recognized by Omdia, and its commitment to solving customer challenges with practical and visionary innovation.
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