SharpenCX has merged with Ytel in a strategic alliance that consolidates two prominent players in the customer experience and communications technology market. The newly formed entity aims to deliver a unified customer experience platform that leverages SharpenCX’s intelligent agent and automation capabilities alongside Ytel’s robust outbound communications infrastructure. This merger is designed to provide businesses with a comprehensive AI-enhanced environment for managing both inbound and outbound customer engagements across diverse channels including voice, messaging, and chat.
With its headquarters in Indianapolis, SharpenCX has garnered a solid reputation for its AI-driven contact center solutions, which enhance the ability of customer service agents to handle conversations effectively. Complementing this, Ytel, based in California, offers carrier-grade voice and messaging infrastructure that supports high-volume communications. The company’s platform has facilitated over 91 million minutes of calls and 8 million texts across various sectors, including finance, insurance, and customer engagement. Ytel has also provided businesses the capability to connect with over 110 million unique individuals, offering features such as predictive dialing, branded caller ID, workflow automation, analytics, and CRM integrations.
The merger reflects both companies’ intention to create a more advanced customer experience system that combines conversation intelligence with reliable communications delivery. This goal will enable enterprises to engage with customers through a fully integrated platform. Notably, the merger follows SharpenCX’s recent collaboration with ElevenLabs, which added humanlike and context-aware voice features to its services. Both organizations assured existing customers that they would not experience service interruptions as the integration process commences.
The integrated platform aims to consolidate various functionalities, including AI, omnichannel communication, workflow automation, and predictive outbound capabilities. The vision is to provide organizations with a singular system designed to manage customer engagement on a large scale effectively.
“SharpenCX and Ytel share a vision for making business communication feel more natural, personal, and intelligent. By combining SharpenCX’s AI-driven customer-experience engine with Ytel’s advanced voice and messaging infrastructure, we’re giving companies the intelligence and infrastructure to engage customers seamlessly — inbound, outbound, or automated — in one powerful platform,” stated Tom Fisher, Chief Operating Officer of SharpenCX.
Adding to this sentiment, Nick Newsom, Chief Executive Officer of Ytel, remarked, “Ytel has built a reputation as the best outbound CX platform in the business. Our customers will gain access to SharpenCX’s industry-leading AI, analytics, and agent tools, while SharpenCX customers will benefit from Ytel’s proven communications network and automation capabilities. Together, we’re building the future of customer engagement.”
This merger comes at a time when businesses increasingly seek integrated solutions that can streamline customer interactions across multiple channels. The combination of SharpenCX’s advanced AI technology and Ytel’s reliable communication systems could position the new entity as a formidable force in the evolving landscape of customer engagement. As the integration unfolds, the combined expertise of both firms may redefine standards for customer experience and set new benchmarks in the industry.
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