Twilio’s Segment acquisition recasts UCaaS vendor as CX

Twilio has obtained customer knowledge system vendor Segment for $3.2 billion in stock in a move that lets the unified communications as a service (UCaaS) vendor to contend in the customer engagement technological know-how market.

The acquisition is predicted to near in the fourth quarter. The deal will unify customer knowledge profiles for Twillio people by connecting knowledge the business collects by channels such as online video, e-mail and messaging, to Segment’s CDP. The mixed Twilio-Segment entity will permit people to make customer engagement “more personalized, well timed and impactful,” said Twilio CEO Jeff Lawson in a website publish.

“Twilio has a significant existence in cloud communications. Segment helps corporations deal with customer knowledge,” said Brad Cleveland, co-founder and past president of the Worldwide Consumer Administration Institute (ICMI) make contact with heart association. “To produce a wonderful customer expertise, you will need the two. I see this as indicative of

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