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Ivan Kotzev

Ivan is NelsonHall's Customer Experience (CX) Services lead analyst, with global responsibility for CX Services research and client support.

TELUS International - Customer Experience Operations Transformation

Vendor Analysis

by Ivan Kotzev

published on Jan 28, 2022

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Report Overview:

This NelsonHall vendor assessment analyzes TELUS International's offerings and capabilities in Customer Experience Operations Transformation

Who is this Report 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.

Scope of this 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.

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.

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