TELUS launches omnichannel solution

TELUS International, a global BPO and ITO provider, has launched its omnichannel solution for customer support, the company said.

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.

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.

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% below industry average).

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 national telecommunications company in Canada, with almost USDUSD 10 billion of annual revenue and 12.7 million customer connections.