Vancouver, BC, Canada, July 26, 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’ by global research firm Everest Group in its 2021 Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix(R) Assessment. This is the third consecutive year TELUS International has achieved Leader status.
Everest Group selected 39 providers to evaluate and compare for this year’s PEAK Matrix assessment based upon market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and client feedback.
"It is a tremendous honor to once again be named a Leader on Everest Group’s CXM Services PEAK Matrix, especially as this is our team’s third consecutive year receiving its highest designation in an increasingly competitive market in which providers must constantly be innovating in order to design, build and deliver highly sought-after, disruptive digital CX solutions," said Jeff Puritt, President and CEO, TELUS International. "Our TELUS International team members continue to embody our caring culture, showing up for one another, our clients and the communities where we operate around the world, and showcasing their ingenuity, passion and dedicated efforts that have helped us make significant advancements in our company’s growth and evolution. The ongoing recognition that TELUS International has received from Everest Group over the years would not be possible without our team members’ ongoing commitment."
"During an unprecedented period of great disruption, TELUS International continues on its remarkable growth trajectory fueled by deep technology expertise and digital capabilities," said Shirley Hung, Vice President, Everest Group. "It follows a digital-first strategy and provides an end-to-end ecosystem of proprietary solutions, including big data and 360 degree customer analytics, CCaaS, and CX process and transformation consulting. TELUS International supports a high percentage of interactions through digital channels, meeting multi- and omnichannel requirements from clients across buyer sizes, especially in high-growth verticals such as fast-growing technology companies, all of which validates its ongoing success in driving digital transformation for clients."
"Our significant and sustained momentum in the market has enabled us to continue strategically growing our company in order to meet, and anticipate the ever-evolving needs of our clients," continued Puritt. "This includes expanding our industry-leading social media CX services, leveraging our iLabs where we co-innovate with clients to pioneer future-focused AI, automation and natural language processing solutions among many others, and recently launching our AI Data Solutions division to provide our clients with high-quality training datasets at scale for market-ready AI applications and computer vision AI models."
The Everest Group PEAK Matrix(R) is a proprietary framework for assessing the relative market success and overall capability of service providers based on Performance, Experiences, Ability and Knowledge. Each service provider is comparatively assessed on two dimensions: market success and delivery capabilities. Market success is measured by revenue, number of clients and year-over-year growth. Delivery capability is measured by scale of operations, scope, technology and innovation, delivery footprint and buyer satisfaction. The resulting matrix categorizes service providers as Leaders, Major Contenders, and Aspirants. Companies that demonstrate strong upward movement in successive reports are recognized as Star Performers.
Posted by Veronica Silva Cusi, news correspondent
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 Everest Group:
Everest Group is a research firm that applies research to people’s day-to-day business problems. Established in 1991, the firm helps business providers navigate today’s market challenges, driving maximized operational and financial performance and transformative experiences. Everest Group's deep expertise and tenacious research focused on technology, business processes, and engineering through the lenses of talent, sustainability, and sourcing delivers precise and action-oriented guidance. Its problem-solving, forward-looking approach is designed around their clients' journeys, so they make better business decisions.
Published: Wednesday, July 28, 2021
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