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Twilio on Tuesday said it has acquired contact center company Ytica in a effort to expand its position in the estimated $20 billion contact center industry. Based in the Czech Republic, Ytica specializes in customizable contact center reporting, speech analytics and workforce optimization software. Financial terms of the deal were not disclosed.
Twilio, a cloud communications player, plans to make Ytica’s technology a part of Twilio Flex, the company’s fully programmable application platform for the contact center, which launched in March. Twilio said Ytica’s platform will still be offered as a standalone product to other contact center SaaS vendors.
“In working with Ytica over the past several years, it became clear they have both the most
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