TELUS - Customer Experience Operations Transformation

TELUS - Customer Experience Operations Transformation

Who is This Vendor Assessment For?
NelsonHall’s CX Operations Transformation profile on TELUS International is a comprehensive assessment of TELUS International’s offerings and capabilities, designed for:
• Sourcing managers monitoring the capabilities of existing suppliers of CX services and identifying vendor suitability for security services RFPs
• Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
• Financial analysts and investors specializing in the CX Services sector.

Key Findings & Highlights
In 2021, TELUS International consolidated its 2020 acquisition of Lionbridge AI into TELUS International AI Data Solutions and formally organized its managed digital IT services practice into the company. TELUS International positions as an end-to-end, full-digital lifecycle services provider focusing on CX transformation, CCaaS, trust and safety, data annotation, and AI/ML data training. It is verticalizing some of its offerings to bridge the gap between digital solutions and the CX services practice.

Scope of the Report
The report provides a comprehensive and objective analysis of TELUS International’s CX services offerings and capabilities, and market and financial strengths, including:
• Identification of the company’s strategy, emphasis, and new developments
• Analysis of the company’s strengths, weaknesses, and outlook
• Revenue estimates
• Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
• Analysis of the company’s offerings and key service components
• Analysis of the company’s delivery organization including the location of delivery locations.