Tuesday, 10 April 2018 00:02

Twilio sets up shop in Australia

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Contact centre and communications platform provider Twilio has formally launched its Australian operation.

Twilio Australia regional director Richard Watson stressed that the company's local presence was more than just a sales office. "We weren't just going to put a salesperson in," he told iTWire.

The first Australian hire was a developer evangelist in November 2017, closely followed by a solutions architect. The next three employees — in country management and sales roles — joined in January, and Watson said another three roles would be filled by the end of May.

"We'll have gone from zero to eight in literally six months," he said. "We are literally running flat out."

Twilio has had customers in Australia for around 10 years, but they have previously been served by the company's Asia-Pacific regional staff.

More than 100 Australian organisations use Twilio, ranging from well-known names including Airtasker, Atlassian, zipMoney and the NSW Government's OneGov, to start-ups such as FaxSalad and "so many others", Watson said.

International companies on Twilio's customer list that operate here include Domino's Pizza and Uber.

Domino's local operation has used Twilio to deliver notifications and build customer engagement, and the company intends to extend its use to other countries.

Uber's application allows drivers to phone riders without revealing either party's number to the other, both for privacy reasons and to maintain the integrity of the system. This is achieved by using Twilio to bridge the call a system.

The fact that Twilio is an API platform is "quite endearing to the developer community", and the company has attracted two million developers around the world.

Twilio's growth strategy is about providing business outcomes, Watson said. Due to the level of interest from the airline, banking and finance, and retail industries, among others, the local operation is hiring staff able to address the enterprise markets.

And because there is more inbound sales activity than Twilio can deal with unaided, the company is also making heavy investments in the channel, he said.

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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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