Business process outsourcing firm TELUS International has been named a Leader and Star Performer in Everest Group’s 2019 Contact Center Outsourcing (CCO) PEAK Matrix assessment. The firm was the only IT and BPO-classified provider to gain the Leader status. Everest Group’s report highlighted TELUS International’s key proprietary digital solutions including its Chatbot, Smart IVR and Language Translation platforms, an AI-powered platform to allow cognitive services, a contact center analytics program and a digital solution that offers a 360-degree customer view.
Skand Bhargava, CXM practice director at Everest Group, said TELUS International has provided end-to-end digitally enabled customer experience management services, putting it in a good position for continued growth and success. Bhargava added that TELUS’s market-leading growth makes it the highest ranked new entrant to Everest’s BPS Top 50 2019, a global list of the 50 biggest third-party providers. Jeffrey Puritt, TELUS International president and CEO, said its Leader status strengthens the company’s reputation as a major industry player in the global marketplace, while its Star Performer rating recognizes its remarkable progress made in the past year.