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News : TELUS International Named a Leader on the 2021 Everest Group CXM Services PEAK Matrix for a 3rd Consecutive Year

#contactcenterworld, @TELUSint, @everestgroup

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."


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"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.

#contactcenterworld, @TELUSint, @everestgroup

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


About TELUS International:
Company LogoTELUS 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.
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About Everest Group:
Company LogoEverest 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.
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Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Wednesday, July 28, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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