Twilio has welcomed Ytica, an analytics-driven workforce optimization (WFO) software company, to its team as part of its cloud contact center application platform Twilio Flex. Ytica's WFO software provides organizations with complete control over their data and full visibility into their operations, helping solve common problems in the contact center such as unactionable data and high agent attrition. The integration of Ytica's analytics-driven WFO solution into Twilio Flex aims to provide contact centers with a powerful technology to manage performance, quality, and customer experience, offering real-time feedback to agents and highly customizable reporting capabilities. With this addition, Twilio continues to promote the value of customization for enterprise software and offers its customers a unified view of their customer interactions, enabling informed decisions to optimize their contact center operations.