TELUS International Ranked a Leader in NelsonHall Customer Experience (CX) Operations Transformation 2022 NEAT Assessment
Leading analyst firm highlights TELUS International’s strength across bot analytics, cloud enablement, data annotation and trust and safety capabilities
TELUS International’s sector expertise in design thinking and application of digital-first principles highlighted in report
TELUS International, a digital customer experience innovator that designs, builds and delivers next-generation solutions, including AI and content moderation, for global and disruptive brands, announced it has been named a Leader in NelsonHall’s Evaluation Assessment Tool (NEAT) for Customer Experience (CX) Operations Transformation. TELUS International was also ranked a Leader across all three of the evaluation’s subcategories for revenue generation, CX improvement and cost optimization.
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“Today’s brands are seeking flexible and agile digital CX partners that have the full breadth of capabilities, technologies and people to help them transform their customer experience processes to drive improvements in cost, revenue and customer satisfaction”
“This recognition from NelsonHall is a testament to our team’s ability to successfully partner with clients to help modernize their core systems and applications, and also build new digital solutions that leverage cloud, AI, automation, analytics and more in order to provide their customers with contextual, consistent and personalized experiences across all touchpoints, whether digital or human,” said Jeff Puritt, president and CEO at TELUS International. “Our end-to-end capabilities support the full lifecycle of our clients’ digital transformation journeys, from their strategic and innovative beginnings to their next-gen tech and IT service needs to their realization of a vision for CX process and delivery. By addressing our clients’ near and long-term objectives, we are able to fuel the various stages of their growth, increase their operational efficiencies, and drive sustained brand loyalty in the marketplace.”
NelsonHall is the leading global analyst firm dedicated to helping organizations understand the ‘art of the possible’ in digital operations transformation. The firm’s 2022 NEAT Assessment evaluated 14 CX vendors based on capabilities and end-to-end case studies covering the reengineering of customer operations. This included the use of design thinking, customer journey mapping and UX/UI design; the application of digital-first principles and technologies such as cloud enablement, advanced analytics, customer-facing bots, virtual assistants, and self-service; omnichannel enablement; and enhanced resilience with distributed delivery, WAH model and security improvements.
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“Today’s brands are seeking flexible and agile digital CX partners that have the full breadth of capabilities, technologies and people to help them transform their customer experience processes to drive improvements in cost, revenue and customer satisfaction,” said Ivan Kotzev, Lead Analyst, CX Services, NelsonHall. “TELUS International’s IP, operation transformation models and strategic cloud partnerships can help clients comprehensively and holistically address complex business challenges at the different stages of their digital journeys. The company’s data solutions capability further differentiates it in the market for its ability to generate the critical high-quality data needed to refine clients’ AI models used in applications such as search engines and chatbots.”
The assessment also highlights TELUS International’s mature trust and safety practice, including its strategic presence in social media services for its ability to support multilingual programs at scale, and strong employee resilience and wellbeing practice for content moderators. The report also recognizes TELUS International’s sector expertise in the high-growth shared economy and gaming sectors, as well as its proprietary bot analytics and management platform – Intelligent Insights, robust cloud enablement practice, industry-leading capabilities in data annotation and computer vision.