Twilio acquires contact center software maker Ytica

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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.

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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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