News : TELUS International Launches Omnichannel Solution
Las Vegas, NV, USA, June, 2017 -- TELUS International, a global BPO and ITO provider, announced the launch of its omnichannel solution for customer support.
"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."
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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.
"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.
#contactcenterworld, @TELUSint, @everestgroup
Posted by Veronica Silva Cusi, news correspondent
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About TELUS International:
TELUS International - a global contact center outsourcing, BPO and ITO company with delivery centers around the world, including in Canada, the United States, Central America, Europe and Asia. TELUS International is the global arm of TELUS, one of Canada’s largest telecom companies.
About Everest Group:
Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals.
Published: Friday, June 9, 2017
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