#contactcenterworld

Vancouver, BC, Canada, March 18, 2021 -- TELUS International (NYSE and TSX: TIXT), a digital customer experience (CX) provider that designs, builds and delivers solutions for global and disruptive brands, announced it has been named a Leader in NelsonHall’s Evaluation & Assessment Tool (NEAT) for Social Media CX Services. TELUS International was ranked a Leader across all three areas evaluated: content moderation and trust and safety; online reputation management; and customer care and sales.

"Social media customer care is the most widely used service, with clients targeting improved customer satisfaction as a top priority. TELUS International’s large-scale investments in content moderation and data annotation services highlight a strategic approach to address the market’s needs," said Ivan Kotzev, Lead Analyst, CX Services at NelsonHall. "Notable is TELUS International’s strategic presence in social media services for the expanding and increasingly regulated German/DACH markets and its abilities to support multilingual programs at scale. A highlight is also its sector expertise in the high-growth shared economy, online dating and gaming sectors, and a strong employee resilience and wellbeing practice for content moderators."

With billions of people around the world actively using social media channels and user-generated content growing at an exponential rate, brands nowadays must have effective, multilingual monitoring tools to properly manage their online reputation and keep their customers safe. This in turn promotes improved user experiences that drive growth and revenue.

"In today’s post-pandemic world, with the majority of customer interactions taking place online and through digital channels, elements such as online reputation, customer care, and data privacy and security have become among the most vital aspects of a brand’s overall customer experience," said Peter Kloibhofer, Customer Relations Manager at TELUS International. "This significant Leader ranking by NelsonHall reflects our company’s dedication to working closely and collaboratively with our clients to provide the best mix of human intervention and technology automation to meet their specific business needs. It also recognizes our significant investments in our team members’ well-being and our next-gen capabilities to ensure we are continuously innovating and improving the services we deliver."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Friday, March 19, 2021