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News : TELUS International Named a Leader in IDC MarketScape: Worldwide Digital Customer Care Services 2021-2022

#contactcenterworld, @TELUSint, @IDC

Vancouver, BC, Canada, Dec, 2021 -- TELUS International (NYSE and TSX: TIXT), a digital customer experience (DCX) provider that designs, builds and delivers solutions, including AI and content moderation, for global and disruptive brands, announced it has been named a "Leader" by global research firm IDC in its 2021-2022 Worldwide Digital Customer Care Services MarketScape. The IDC study presents a worldwide vendor assessment of digital customer care services firms looking specifically at how they are transforming service delivery with AI, automation, cloud transformation and migration initiatives, omnichannel and self-service.

"This Leader ranking from IDC is a testament to our highly engaged, talented and tenured team members who serve as strategic advisors, brand ambassadors and trusted partners to our clients," said Jeff Puritt, president and CEO, TELUS International. "Their ability to collaboratively formulate actionable digital strategies to streamline, optimize and modernize operations, and reimagine the future of customer experience in order to deliver seamless, effortless and personalized customer interactions across all channels and devices is unparalleled in our industry. What continues to differentiate TELUS International is our end-to-end digital and AI capabilities spanning the full customer experience value chain that enable us to create, construct and execute upon holistic digital transformation roadmaps. When paired with our company’s caring culture and our team members’ passion for continuous innovation, our integrated approach drives increased brand loyalty, higher productivity and sustainable value creation for many of the world’s fastest growing tech companies and digital disruptors with whom we partner."

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"TELUS International’s Leader positioning in the 2021-2022 Digital Customer Care Services MarketScape is a reflection and culmination of the company’s ongoing investments over time to organically build, strategically acquire and selectively partner in order to have the requisite technology and skills to meet their clients’ growing needs for digital services and AI-driven next-gen solutions," said Ali Close, Research Manager, IDC Worldwide Outsourcing Services Team. "In a burgeoning digital economy, companies that are simultaneously leveraging the same next-gen technologies and digital solutions internally to enable their employees and facilitate learning and development opportunities, upskilling and training are building a strong foundation for sustainable growth and success."

#contactcenterworld, @TELUSint, @IDC

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

About TELUS International:
TELUS International (NYSE and TSX: TIXT) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions and other managed solutions. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

About IDC:
IDC is a provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets.

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More Editorial From TELUS International

Published: Thursday, December 23, 2021

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2023 Buyers Guide
Get Listed
Knowledge Management

1.)

168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.)	3Fiftynine Branches Combines knowledge management with call support as continue improvement.

3.)

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.)

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.)

FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.)	Knowmax Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.)

livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.)

ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.)

Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.