LAS VEGAS, June 6, 2017 /PRNewswire/ -- Today, TELUS
International, a leading global BPO and ITO provider, announced the
launch of its omnichannel solution for customer support. In
contrast to traditional omnichannel contact center solutions from
other providers, TELUS International offers a holistic "beyond
technology" approach, incorporating people and operations, and
enabling technology to support an omnichannel customer
experience.
"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."
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.
TELUS International was recently named a 2017 Omnichannel
Provider of the Year finalist and Outsourcing Provider of the Year
finalist at the upcoming Call Center Week Excellence Awards. The
company attributes this to its proven track record of delivering
exceptional customer service backed by its high employee engagement
scores (81% according to Aon Hewitt)
and low attrition (up to 50% below industry average).
"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.
About TELUS International
TELUS International is a global business process outsourcing
company with more than 25,000 employees around the world, including
Canada, the United States, Eastern Europe, Latin America, the
Philippines, and the United
Kingdom. With over 200 million customer interactions
supported annually via voice, email, chat and social media, across
the telecommunications, utilities, finance, retail, and high-tech
industries, TELUS International enables customer experience
innovation through spirited teamwork, agile thinking, and a caring
culture that puts customers first. As the global arm of TELUS (TSX:
T, NYSE: TU), TELUS International is backed by a leading national
telecommunications company in Canada, with almost USD$10 billion of annual revenue and 12.7 million
customer connections.
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SOURCE TELUS International