News » Telus recognized in the Gartner 2020 Market Guide

Telus recognized in the Gartner 2020 Market Guide

Telus recognized in the Gartner 2020 Market Guide for Customer Management BPO Service Providers

Telus International announced that it was recognized in Gartner’s annual Market Guide for Customer Management BPO Service Providers. The guide “provides insight to the evolving customer management BPO services market and reviews key service providers managing marketing, sales and customer service processes. Sourcing, procurement and vendor management leaders should use it to identify providers that align to business needs.”

Key findings according to Gartner include, “Buyers are increasingly focused on ROI derived from consistent delivery of customer experience (CX) as a key differentiator, especially customer journeys and customer engagement life cycles. This strategy is far more customer-centric than the former input-based metrics (e.g., average handle time). Also, it is aligned to key business goals such as customer retention.”

Telus International President and CEO Jeff Puritt said, “The pronounced shift in consumer behavior to digital channels has driven a corresponding rise in demand for bots, automation, omnichannel, and self-serve options as brands strive to meet their customers’ more complex requirements that include a desire for effortless and personalized experiences.”

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