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Telus International launches omnichannel solution

Telus International, a leading global BPO and ITO provider, recently announced the launch of its omnichannel solution for customer support. In contrast to traditional omnichannel contact center solutions from other providers, TELUS International offers a holistic "beyond technology" approach, incorporating people and operations, and enabling technology to support an omnichannel customer experience.

2017-06-07 17:27:25

"Omnichannel represents the evolution in customer experience that empowers customers to choose how they want to interact with a brand via any media channel or device anytime, anyplace," said Kirsten Jepson, director product marketing at TELUS International. "To retain customers, brands will need to move towards this more connected approach to provide a truly universal and satisfying experience in today's evolving marketplace where consumers seamlessly switch from a website to social media to a physical location when conducting research and completing purchases."

To help companies assess their readiness to transition to omnichannel, Telus International has partnered with Everest Group to release a research paper and assessment checklist: From Multi-Channel to Omni-Channel Customer Experience: A Checklist for Assessing Readiness to Make the Jump.

"We know our clients are at various points on their journey to merge their channels, so we have a flexible approach and can meet them where they are and partner to help lead them further, either with their existing technology or our own leading-edge contact center solutions. Our scalable solution is comprehensive, thoughtful and complete, blending people, technology, analytics and processes," said Michael Ringman, CIO, Telus International.

Telus International was recently named a 2017 Omnichannel Provider of the Year finalist and Outsourcing Provider of the Year finalist at the upcoming Call Center Week Excellence Awards. The company attributes this to its proven track record of delivering exceptional customer service backed by its high employee engagement scores (81% according to Aon Hewitt) and low attrition (up to 50 per cent below industry average).

"Our omnichannel solution is about evolving the whole brand experience towards the creation of a seamless technology-empowered system, supported by knowledgeable, inspired agents who can make the customer feel known by providing consistent contextual handling as they engage across different channels," said Ringman.

Telus International is a global business process outsourcing company with more than 25,000 employees around the world, including Canada, the United States, Eastern Europe, Latin America, the Philippines, and the United Kingdom. With over 200 million customer interactions supported annually via voice, email, chat and social media, across the telecommunications, utilities, finance, retail, and high-tech industries, Telus International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. As the global arm of Telus (TSX: T, NYSE: TU), Telus International is backed by a leading national telecommunications company in Canada, with almost 10 billion Us dollars of annual revenue and 12.7 million customer connections.


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