Twilio acquires contact center software maker Ytica
The acquisition lines up with Twilio's push into the contact center market
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 robust cloud architecture in the WFO space as well as the most similar perspective as Twilio on the value of customization for enterprise software," said Al Cook, general manager of Twilio Flex. "We've worked with many happy joint customers and knew that Ytica and Flex together could offer an enterprise-grade solution that is built for scale and far eclipses any other contact center solution currently in the market."
More broadly, the acquisition lines up with Twilio's push into the contact center market and efforts to unseat traditional legacy vendors like Cisco, Avaya, and Genesys. The aim for Twilio is to do battle with existing call center infrastructure players that deploy on-premise call center hardware and software. Twilio is betting that Flex can bring more APIs to the call center and help enterprises customize more.
The call center market features a number of players ranging from business process outsourcing companies to systems integrators to private branch exchange providers.
- Cloud Network Engineer
- Up to £35,000 Base + Bonus + Possible Share Options
One of our clients, an exciting UK based start-up is on the lookout for a Cloud Network Engineer in Yorkshire. The Cloud Network Engineer will need current CCNA / CCNP level networking experience (Cisco, BGP, IP etc.), cloud networking understanding (Azure, AWS etc.) and current experience ideally within a client facing / consultancy role. (Cloud Engineer, Network Engineer, Azure, AWS, Amazon Web Services) Reference Number: PG7477
- Senior Service Desk Analyst
- Up to £32,000 Base + £6,400 Shift Allowance
We are currently working on behalf of an IT Service Provider based in Wiltshire who are on the lookout for a Senior Service Desk Analyst. The Senior Service Desk Analyst will be responsible for logging, managing and escalating internal & external incidents and requests. This is an excellent opportunity to join a business recognised for what they do and work with a number of top UK businesses. You’ll be able to manage your career development and gain additional training e.g. certifications etc. This role will include a shift (4 days on then 4 days off) which covers 24/7 12 hour shifts The ideal candidate will be currently working in a IT service desk / IT support role ideally in an IT Services business. Reference Number: PG7476 (Service Desk Administrator, Analyst, Support, Service Desk Support, shift work, traning, Information Technology, Customer service, Customer support)
- Data Centre Service Delivery Manager
- Up to £50,000 + Package
A Data Centre Service Delivery Manager is needed to join a specialist connectivity provider in Hertfordshire. The company is going through a huge growth programme and this is an excellent opening for someone to join a business who are working with globally recognised organisations. You’ll be responsible for: Supporting the Commercial Director with management of existing and potential customers being the main point of contact. Maintaining and improving the company’s current and new services Customer relationship management Attending customer meetings in order to provide guidance to customers Keeping up a high quality level of service Updating appropriate documentation such as policy and procedures and making sure these are in place and followed Change and Incident management Service Level Agreements Experience required Must have current experience working in a Data centre environment in a Service Delivery role. An understanding of Data Centre technology and terminology. Experience of dealing with people of all levels within a business (Engineers to Board level) In return you'll have the ability to work in a cutting edge environment and work with a variety of well known international clients REF: PG7475
- Data Centre Account Director
- Up to £80.000 base with uncapped commission
Our client is looking for a Data Centre Account Director, the goal of this position is to be a trusted partner / primary point of contact and to achieve sales and margin expectations. You will also be growing new business and long-term growth across data centre services, Building good customer relationship at all levels for revenue growth and customer retention Working with presales specialists to propose relevant and cost effective data centre solutions for customers Understanding and identifying customers’ needs Leading bids, RFPs and proposals submissions Driving new business 60% of your time to new hyperscalers or enteprise customers. The ideal candidate should possess 5 years’ experience in selling Data Centre services. Self-driven, energetic, resourceful, creative and good account management skills and new business skills Ability to build good customer relationship at all levels, Be able to work independently. Reference Number: BD7467 (Data Centre, Data Center, Data Centre Sales, Data Center Sales)