At Twilio, we believe that organizations should have full control of the software and systems that help them run. That’s why we’ve built Flex to be the first cloud contact center application platform that is programmable at every layer of the stack.
And today, this is why we’re so incredibly excited to welcome Ytica, a long-time partner of ours, to the Twilio team. Founders Simon Vostry and Kveta Vostra built Ytica, an analytics-driven workforce optimization (WFO) software company, because they believe contact centers should have complete control of their data and full visibility into their operations. The team at its core is made up of developers, combining their decades of contact center experience with a software mindset.
Ytica has been at the forefront of workforce optimization for the contact center, helping to solve the problems that contact centers face daily—unactionable data, siloed systems, high agent attrition, and increasing customer expectations. Their analytics-driven WFO software has given contact center professionals access to, and control of, their data to uncover insights and make informed decisions to optimize their contact center.
Ytica +Twilio Flex
When we built Twilio Flex, we chose to integrate Ytica’s WFO analytics and reporting into the platform to provide contact centers with the most powerful technology to manage performance, quality, and customer experience.
Over the course of the past nearly two years of working together, it became clear to us that Ytica offers the most forward-thinking WFO solution with the most robust cloud architecture on the market. We share the same point of view on the value of customization for enterprise software, which makes Ytica the perfect addition to Twilio. And in fact, many of our customers already use Ytica with the contact centers they have built on Twilio.
Using Ytica, Twilio Flex will offer easy to use, pre-integrated WFO as a core capability, giving supervisors the tools required to provide real-time feedback to their contact center agents.
WFO: Agent Performance, Customer Experience, and Compliance
Workforce optimization is critical to every company’s customer experience and, when executed effectively, this can be a crucial brand differentiator for companies. By providing key insights into a business’ customer interactions, WFO has the potential to inform strategy for every contact center team, ranging from IT to operations.
Flex now provides highly customizable contact center reporting, speech analytics, and WFO software to enhance agent performance in the contact center and provides businesses a unified view of the way they engage with their customers. Flex WFO lets you:
- Understand agent performance so you can equip them with the context, coaching, and skill-building to perform at their best.
- Get a unified view of real-time and historical analytics across the entire customer journey and discover opportunities to improve the experience.
- Automatically verify your customer interactions for regulatory compliance.
- Save time and costs with reports and dashboards that you can launch out of the box or custom-build with drag-and-drop widgets—no code required.
- Blend your data, from any source, with open APIs for two-way integration. Stream data from any third-party application, and export data, reports, and dashboards to your enterprise-wide systems.
For workforce management (WFM) capabilities, Flex's focus is to integrate with every WFM partner. We offer integrations with Verint, Teleopti, and Calabrio and are continually adding more.
We’re thrilled to bring Ytica aboard Team Twilio!
Want to learn more about how Flex WFO can help you uncover actionable insights and make informed decisions for your contact center? Join Twilio for a webinar, “How to Use Flex WFO to Create a Winning Customer Experience” with Simon Vostry and Kveta Vostra on September 25 at 10 a.m. PDT.