Vendor assessment of digital customer care services firms transforming service delivery with automation/AI, cloud/platforms, omnichannel, and self-service
TELUS International, a leading digital customer experience (DCX) innovator that designs, builds and delivers next-generation solutions, including AI and content moderation, for global and disruptive brands, announced it has been named a “Leader” by global research firm IDC in its 2021-2022 Worldwide Digital Customer Care Services MarketScape. The IDC study presents a worldwide vendor assessment of digital customer care services firms looking specifically at how they are transforming service delivery with AI, automation, cloud transformation and migration initiatives, omnichannel and self-service.
“In a burgeoning digital economy, companies that are simultaneously leveraging the same next-gen technologies and digital solutions internally to enable their employees and facilitate learning and development opportunities, upskilling and training are building a strong foundation for sustainable growth and success.”
“This Leader ranking from IDC is a testament to our highly engaged, talented and tenured team members who serve as strategic advisors, brand ambassadors and trusted partners to our clients,” said Jeff Puritt, president and CEO, TELUS International. “Their ability to collaboratively formulate actionable digital strategies to streamline, optimize and modernize operations, and reimagine the future of customer experience in order to deliver seamless, effortless and personalized customer interactions across all channels and devices is unparalleled in our industry. What continues to differentiate TELUS International is our end-to-end digital and AI capabilities spanning the full customer experience value chain that enable us to create, construct and execute upon holistic digital transformation roadmaps. When paired with our company’s caring culture and our team members’ passion for continuous innovation, our integrated approach drives increased brand loyalty, higher productivity and sustainable value creation for many of the world’s fastest growing tech companies and digital disruptors with whom we partner.”
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IDC’s key observations of TELUS International’s strengths in its 2021-2022 Digital Customer Care Services MarketScape include the company’s:
- Performance in exceeding industry standards for hosted/cloud contact center and CCaaS delivery, and client penetration of its proprietary omnichannel solutions;
- Strengths in technologies, IP and solutions to reduce risk and ensure security in service delivery;
- Analytics capabilities pertaining to interaction analytics and managing, augmenting and applying customer data in support of marketing, sales, and service efforts;
- Highly touted mix of onshore, nearshore, and home-based service delivery (onshore associates who work from home) capabilities; and
- Ability to support an above average number of languages and its large and notable share of multilingual agents.
“TELUS International’s Leader positioning in the 2021-2022 Digital Customer Care Services MarketScape is a reflection and culmination of the company’s ongoing investments over time to organically build, strategically acquire and selectively partner in order to have the requisite technology and skills to meet their clients’ growing needs for digital services and AI-driven next-gen solutions,” said Ali Close, Research Manager, IDC Worldwide Outsourcing Services Team. “In a burgeoning digital economy, companies that are simultaneously leveraging the same next-gen technologies and digital solutions internally to enable their employees and facilitate learning and development opportunities, upskilling and training are building a strong foundation for sustainable growth and success.”
TELUS International’s strengths, as noted in the report, were also drawn directly from client interviews. Themes included the company’s:
- Strong ability to attract and retain top quality talent to meet client profiles;
- Ongoing investments to train and develop employees;
- Low employee turnover;
- Agility, flexibility, and ability to execute consistently on customized KPIs; and
- Aptitude for uncovering new opportunities and proactively creating feedback loops to drive ongoing improvements.
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