Analysts and Buyers Highlight the Company’s Unique End-to-End Capabilities and Centers of Excellence That Drive Innovation
TELUS International was also named a “Star Player” in the Everest Group PEAK Matrix reportMD of 2022 for customer experience management in Europe, the Middle East and Africa
TELUS International, an innovator in digital customer experience for global market-creating brands, has been named a “Leader” by consulting and research firm Groupe Everest in its global PEAK Matrix study of 2022 of Customer Experience Management (CSM) Services in the Americas.
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TELUS International has been named a “Leader” in the 2022 Everest PEAK Matrix® Group Rankings for Customer Experience Management in the Americas (Graphic: Business Wire)
“It is a great honor to be named a leader in the PEAK Matrix ranking of Groupe Everest’s customer experience management services for the fourth consecutive year. This is all the more exceptional given the increasingly competitive market, in which suppliers must be nimble, innovative and forward-thinking to help brands meet increasingly complex customer expectations, said Jeff Puritt, President and CEO of TELUS International. This recognition is testament to the unwavering determination, ingenuity and perseverance of the TELUS International team members, who have helped our many customers navigate an uncertain macroeconomic environment by meeting all of their needs through our diverse range of digital services. Our leadership status also confirms why TELUS International is chosen year after year by leading global brands as a trusted customer experience partner. »
This year, Groupe Everest chose 37 service providers to be evaluated as part of the PEAK Matrix study in the Americas. The ranking is based on market success, vision and strategy, service focus and capabilities, digital and technology solutions, domain investments, and customer feedback. Of note, TELUS International is one of only six vendors named “Leader” in this year’s edition.
“By constantly developing sophisticated digital solutions, leading agent engagement and talent management initiatives, and process innovation, TELUS International has been named a Leader in the Everest Group PEAK Matrix of 2022 on customer experience management in the americas, said Everest Group partner Shirley Hung. TELUS International’s strong technology capabilities, which include workforce automation, analytics and transformation solutions, as well as its expert consulting capabilities and extensive experience in meeting customers’ omnichannel needs place the company well positioned to meet customer transformation demands. »
Additionally, Groupe Everest named TELUS International a “Star Player” in its 2022 PEAK Matrix report for customer experience management in Europe, the Middle East and Africa. In both research and evaluation reports, buyers highlighted as areas of excellence TELUS International’s ability to consistently achieve KPIs, the importance the company places on the well-being of its employees, and the promotion of a strong culture. All of these aspects promote agent retention, building a customer-focused talent pool, business acumen and domain expertise, openness to feedback and flexibility, and ease of doing business with the company.
Everest Group’s PEAK Matrix study is a proprietary framework to assess the business success and overall capability of service providers based on performance, experience, capability and knowledge. Each service provider is benchmarked on two dimensions: market success and delivery capabilities. Market success is measured by revenue, number of customers and year-over-year growth. Delivery capacity is measured by business volume, reach, technology and innovation, delivery footprint, and buyer satisfaction. The resulting grid classifies service providers into three categories: Leaders, Leading Competitors, and Aspirants. Companies that demonstrate a strong upward trend in successive reports are recognized as “Star Players”.
To learn more about TELUS International’s leading digital customer experience solutions in the Americas and globally, visit: telusinternational.com.
About TELUS International
TELUS International (NYSE and TSX: TIXT) designs, manufactures and delivers next-generation digital solutions to enhance the customer experience of global market-creating brands. Its services support the full digital transformation lifecycle of its clients and enable them to more quickly adopt next-generation digital technologies to improve their bottom line. TELUS International’s integrated solutions encompass digital strategy, innovation, consulting and design, information technology lifecycle management (managed solutions, intelligent automation and comprehensive data solutions based on artificial intelligence, such as computer vision), omnichannel customer experience, and trust and security, including content moderation. TELUS International supports businesses at all stages of growth. It collaborates with different brands in fast-growing industries, such as tech and gaming, communications and media, e-commerce, fintech, banking, financial services and insurance, healthcare , travel and hospitality.
TELUS International’s unique culture of caring promotes diversity and inclusion. The company’s policies, workshops and resource groups reflect this, as do its equal opportunity hiring practices in all regions where it does business. Since 2007, the company has positively impacted the lives of over one million citizens around the world. It gives back to communities and helps people in need through large-scale volunteer activities and donations. TELUS International’s five Community Boards have donated $4.8 million to local charities since 2011. To learn more, visit telusinternational.com.
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