Twilio to acquire Segment to enhance customer engagement

Daniel Fowler
October 13, 2020

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Twilio, a USA-based cloud communications platform, on Monday announced its largest acquisition to date.

Segment will form the data that fuels Twilio's Engagement Cloud, Weinstein said.

In tandem, followed by the reveal of Friday's Forbes Magazine report, industry analysts were quoted saying that the San Francisco-based Segment appeared to be benefitting from the pandemic-led upsurge in work-at-home employees, since more and more businesses had been evading in-house officespaces due to the pandemic outbreak.

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In today's ExchangeWire news digest: Twilio dives deeper into customer engagement services after acquiring Segment for $3.2bn; reports surface that TikTok rival Triller is contemplating going public; and creative agencies Osaka Labs and Running With Scissors merge. Twilio's communications services, when they're used for customer-facing tasks such as processing support requests, are a valuable source of customer information. After the acquisition, the company will be in a position not only to help its enterprise clients collect information about their customers but also to help them process that information using Segment's platform.

"Data silos destroy great customer experiences", said Jeff Lawson, co-founder and CEO of Twilio. In an investor presentation, the company specified that this figure includes $2 billion in enterprise spending on customer data platforms and $15 billion spent on other software tools used for integrating customer information.

The presentation also provides a glimpse into the deal's financial details. The board of directors of both Twilio and Segment have approved the deal.

Amsterdam-based MessageBird, billed as "Europe's answer to Twilio", has seen its value reach $3 billion. The company built a coronavirus contact center using its Twilio Flex programmable platform to call, message and email patients and their known contacts. "We expect Twilio partners to participate in building this future, by bringing their expertise and technology to the table".

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