{"id":832803,"date":"2025-04-02T06:49:57","date_gmt":"2025-04-02T10:49:57","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/telus-digital-deepens-cx-capabilities-through-strategic-collaboration-with-zendesk\/"},"modified":"2025-04-02T06:49:57","modified_gmt":"2025-04-02T10:49:57","slug":"telus-digital-deepens-cx-capabilities-through-strategic-collaboration-with-zendesk","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/telus-digital-deepens-cx-capabilities-through-strategic-collaboration-with-zendesk\/","title":{"rendered":"TELUS Digital Deepens CX Capabilities Through Strategic Collaboration with Zendesk"},"content":{"rendered":"

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TELUS Digital Deepens CX Capabilities Through Strategic Collaboration with Zendesk<\/b><\/p>\n

TELUS Digital is working with Zendesk to deliver CRM and CCaaS integration services, supported by its generative AI platform, Fuel iX\u2122<\/i><\/p>\n

VANCOUVER, British Columbia–(BUSINESS WIRE<\/a>)–TELUS Digital Experience<\/a> (TELUS Digital) (NYSE and TSX: TIXT), a leading global technology company deploying exceptional customer experiences, today announced a new strategic collaboration with Zendesk<\/a>, a pioneer in agentic AI-powered service. The relationship reflects TELUS Digital\u2019s broader strategy of offering its clients a transformational fusion of people and technology, centered on the outcomes and use cases that matter most to enterprise and mid-market clients, such as voice, chat, messaging, and AI-powered support.\n<\/p>\n

This press release features multimedia. View the full release here: https:\/\/www.businesswire.com\/news\/home\/20250402360928\/en\/<\/a><\/p>\n

\"Tobias<\/p>\n

Tobias Dengel (left), President, TELUS Digital Solutions, and Tom Eggemeier, CEO, Zendesk, celebrate the launch of their strategic collaboration to deliver integrated CX and AI solutions at the Zendesk Relate conference in Las Vegas, March 27, 2025.<\/p>\n<\/div>\n

\nAs part of this collaboration, Zendesk will integrate TELUS Digital\u2019s global CXM talent into its support solutions granting immediate access to a global network of 78,000 team members across 31 countries. In turn, TELUS Digital will incorporate Zendesk\u2019s customer relationship management (CRM) and call center as a service (CCaaS) technologies in its suite of offerings. TELUS Digital\u2019s enterprise-grade GenAI platform, Fuel iX\u2122<\/a>, will be available to Zendesk customers to add seamlessly from the Zendesk marketplace, providing access to a combination of human expertise and AI technology.\n<\/p>\n

\n\u201cThis partnership unites Zendesk\u2019s AI-powered service and CCaaS platform with TELUS Digital\u2019s global talent delivery and generative AI capabilities to meet the needs of modern, large-scale customer service environments,\u201d said Adrian McDermott, Chief Technology Officer, Zendesk. \u201cZendesk powers billions of conversations between brands and their customers across voice, chat, email, social, and more. TELUS Digital is uniquely positioned to enhance these experiences through its expertise and scale in CX delivery, technology integration, and AI innovation. Together, we empower organizations to implement and scale smarter, more connected customer experience strategies.\u201d\n<\/p>\n

\nTELUS Digital\u2019s integration with Zendesk unlocks a more connected, intelligent customer service experience. By combining Zendesk\u2019s extensible service platform with TELUS Digital\u2019s CX and GenAI capabilities, clients can smoothly integrate workforce management tools, optimize agent performance, and streamline support operations. This creates a more efficient and responsive contact center environment that supports both real-time interactions and asynchronous messaging.\n<\/p>\n

\nFuel iX further enhances this integration by offering real-time agent assistance, in-conversation response suggestions, and deep insights into customer sentiment, grammar, and intent. Together, these technologies enable organizations to improve resolution speed and quality, while enhancing both the agent and customer experience.\n<\/p>\n

\n\u201cAt TELUS Digital, we\u2019re helping our clients reimagine the entire customer journey, from first touchpoints to real-time support, by building integrated solutions that are fast to implement and easy to scale,\u201d said Tobias Dengel, President, TELUS Digital Solutions. \u201cZendesk\u2019s extensible architecture gives us the flexibility to quickly integrate it into our broader CX ecosystem. The additional integration of Fuel iX, enables smarter support experiences, faster resolution times, and real operational gains, such as the 25% reduction in average handle time we recently delivered for an enterprise client within just two weeks of deployment.\u201d\n<\/p>\n

\nTELUS Digital\u2019s relationship with Zendesk builds on the company\u2019s partnership with Local Measure, a CCaaS and advanced voice solutions provider. TELUS Digital announced its partnership with Local Measure<\/a> on March 4, 2024. Local Measure now powers the voice and messaging capabilities within Zendesk\u2019s CCaaS platform, which is built on Amazon Connect to enable modern, scalable contact center solutions. In February 2025, Zendesk signed a definitive agreement to acquire Local Measure<\/a>, further strengthening its voice and AI capabilities. The transaction is expected to close in May 2025.\n<\/p>\n

\n“TELUS Digital’s expertise and innovative approach will not only elevate our solutions but also empower our customers to unlock new levels of success,” said Carrie Francey, Senior Vice President of Partner Sales, Zendesk. “This partnership marks the beginning of a powerful collaboration and a driver of Zendesk’s resolution revolution.”\n<\/p>\n

\nTELUS Digital will serve as a full-service implementation and support partner for Zendesk customers, managing onboarding, configuration, integration, and post-launch operations. Clients will also benefit from ongoing platform optimization, including proactive insights, enhancement recommendations, and hands-on support to ensure they\u2019re getting the most from their Zendesk investment. As a long-term CXM partner, TELUS Digital is committed to delivering clients continuous innovation and elevated customer experiences.\n<\/p>\n

\n\u201cAs a leader in the CXM market, we\u2019re unrelenting in our focus to build and partner with innovative technology capabilities that truly unlock our clients\u2019 business, experience and technology goals,\u201d said Monty Hamilton, Chief Product and Marketing Officer, TELUS Digital. \u201cZendesk is a leader in customer experience software, and this collaboration brings together our respective strengths to deliver true end-to-end solutions for team members, customers and brands fueled by people and technology.\u201d\n<\/p>\n

\nTo learn more about how TELUS Digital and Zendesk are helping enterprises transform CX, visit telusdigital.com<\/a>\/zendesk<\/a><\/p>\n

About TELUS Digital<\/b><\/p>\n

TELUS Digital<\/a> (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that can withstand disruption and deliver value for our clients. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients\u2019 products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of end-to-end, integrated capabilities include digital solutions, such as cloud solutions and AI-fueled automation, trust, safety and security services, AI & data solutions, including expertise in computer vision, and front-end digital design and consulting services. Fuel iX\u2122<\/a> is TELUS Digital\u2019s proprietary generative AI platform and suite of products at the heart of our innovation, helping enterprises advance their pilots to working prototypes and production at scale, quickly, securely and responsibly across multiple environments, applications and clouds.\n<\/p>\n

\nPowered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-Loop principles<\/a>, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com<\/a><\/p>\n

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View source version on businesswire.com: <\/span>https:\/\/www.businesswire.com\/news\/home\/20250402360928\/en\/<\/a><\/span><\/p>\n

TELUS Digital Investor Relations
\n<\/span><\/b>
Olena Lobach
\n
ir@telusdigital.com
\n<\/a><\/p>\n

TELUS Digital Media Relations
\n<\/span><\/b>
Ali Wilson
\n
media.relations@telusdigital.com<\/a><\/p>\n

KEYWORDS:<\/b> United States North America Canada<\/p>\n

INDUSTRY KEYWORDS:<\/b> Technology Carriers and Services Other Technology Telecommunications Software Audio\/Video Internet Data Management VoIP Artificial Intelligence<\/p>\n

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Tobias Dengel (left), President, TELUS Digital Solutions, and Tom Eggemeier, CEO, Zendesk, celebrate the launch of their strategic collaboration to deliver integrated CX and AI solutions at the Zendesk Relate conference in Las Vegas, March 27, 2025.<\/font><\/td>\n<\/tr>\n
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TELUS Digital Deepens CX Capabilities Through Strategic Collaboration with Zendesk TELUS Digital is working with Zendesk to deliver CRM and CCaaS integration services, supported by its generative AI platform, Fuel iX\u2122 VANCOUVER, British Columbia–(BUSINESS WIRE)–TELUS Digital Experience (TELUS Digital) (NYSE and TSX: TIXT), a leading global technology company deploying exceptional customer experiences, today announced a new strategic collaboration with Zendesk, a pioneer in agentic AI-powered service. The relationship reflects TELUS Digital\u2019s broader strategy of offering its clients a transformational fusion of people and technology, centered on the outcomes and use cases that matter most to enterprise and mid-market clients, such as voice, chat, messaging, and AI-powered support. This press release features multimedia. View the full release here: https:\/\/www.businesswire.com\/news\/home\/20250402360928\/en\/ Tobias Dengel … <\/p>\n

Continue reading “TELUS Digital Deepens CX Capabilities Through Strategic Collaboration with Zendesk”<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-832803","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"\nTELUS Digital Deepens CX Capabilities Through Strategic Collaboration with Zendesk - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/telus-digital-deepens-cx-capabilities-through-strategic-collaboration-with-zendesk\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"TELUS Digital Deepens CX Capabilities Through Strategic Collaboration with Zendesk - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"TELUS Digital Deepens CX Capabilities Through Strategic Collaboration with Zendesk TELUS Digital is working with Zendesk to deliver CRM and CCaaS integration services, supported by its generative AI platform, Fuel iX\u2122 VANCOUVER, British Columbia–(BUSINESS WIRE)–TELUS Digital Experience (TELUS Digital) (NYSE and TSX: TIXT), a leading global technology company deploying exceptional customer experiences, today announced a new strategic collaboration with Zendesk, a pioneer in agentic AI-powered service. 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The relationship reflects TELUS Digital\u2019s broader strategy of offering its clients a transformational fusion of people and technology, centered on the outcomes and use cases that matter most to enterprise and mid-market clients, such as voice, chat, messaging, and AI-powered support. This press release features multimedia. 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