Telus International

TELUS International is a subsidiary of TELUS, a national telecommunications company in Canada. TELUS International provides multilingual customer service outsourcing and digital IT services to global clients. Clients include corporations in fast-growing technology, travel and hospitality, financial services and fintech, games, telecommunications, and healthcare industries. TELUS holds a 65% interest in TELUS International with Baring Private Equity Asia holding the remaining 35%.[1]

TELUS International
IndustryDigital IT Solutions and Software Services, Business Process Outsourcing
Founded2005
Number of locations
United States, Canada, Guatemala, El Salvador, Ireland, Bulgaria, Romania, Philippines, India, China
Key people
Jeffrey Puritt (President & CEO)
Websitewww.telusinternational.com

Services

TELUS International's solutions cover customer experience, digital transformation, omnichannel solutions,[2] IT lifecycle, advisory and digital consulting, risk management, and back-office support.

TELUS International has contributed to industry knowledge, mostly through white paper development on topics that include chatbot implementation, outsourcing best practices, and delivering omnichannel customer experience.

History and acquisitions
  • 2005: TELUS invests in Ambergris Solutions, a BPO company in the Philippines, to offer additional customer service for North America.[3]
  • 2007: Ambergris Solutions rebrands to TELUS International.[4]
  • 2008: TELUS International invests in Transactel to establish CX centers in Guatemala and El Salvador.[5]
  • 2012: TELUS International invests in CallPoint New Europe and expands into Bulgaria and Romania.[6]
  • 2014: Callpoint New Europe rebrands to TELUS International.[7]
  • 2015: Transactel rebrands to TELUS International.[5]
  • 2016: Baring Private Equity Asia takes a 35% stake in TELUS International. TELUS holds the remaining 65%.[8]
  • 2017: TELUS International acquires Voxpro Group and expands locations in the U.S. and establishes a presence in Ireland.[9]
  • 2018: TELUS International invests in Xavient Digital for their digital and IT solutions portfolio and to enable delivery centers in India.[10]
  • 2020: TELUS International acquires Competence Call Center, significantly expanding European presence, operations, and client base.[11]

Offices
TELUS International office in El Salvador

TELUS International maintains delivery centers across North and Central America, Europe and Asia and is known for its strong “employee-first” corporate culture[12] and inspiring workspaces.[13]

TELUS International office in Bulgaria
TELUS International office Ireland

TELUS Days of Giving

TELUS Days of Giving is a charitable initiative in which team members volunteer in their local communities.

In 2018, over 12,000 TELUS International team members participated in TELUS Days of Giving events around the globe. Events included building a community center in Romania,[14] constructing a health clinic in Guatemala, developing a youth center in El Salvador, planting forests in Bulgaria[15] and renovating schools in the Philippines.[16]

Awards and recognition

TELUS International was recognized with an Achievers 50 Most Engaged Workplaces Award[17] and Gold in the Employer of the Year category for Business Services at the Stevie Awards for Great Employers[18] in 2019.

In 2019, TELUS International was rated a Leader and Star Performer in the Everest Group PEAK Matrix industry assessment, and was the only IT and BPO-classified provider that achieved Leader status.[19] They also received the 2019 Corporate Social Responsibility and Environmental Leadership Award from Frost & Sullivan.[20]

In 2020, for the fourth consecutive year, TELUS International was named on the IAOP Global Outsourcing 100 list in the Leader category.[21]

See also
  • Telus Communications

References
  1. May 31, Closing Date; Issue, 2016 Lexpert Magazine September 2016. "Lexpert ® | TELUS closes TELUS International transaction with Baring Private Equity Asia". www.lexpert.ca. Retrieved 2019-07-16.
  2. International, TELUS. "TELUS International Launches Omnichannel Solution". www.prnewswire.com. Retrieved 2019-08-08.
  3. "Telus International Inc and Singapore Computer Systems Ltd. Form Strategic Partnership to Invest in Ambergris Solutions". PRWeb. Retrieved 2019-08-08.
  4. "Global_Benchmarking_Study_P1". contactcenterworld.com. Retrieved 2019-08-08.
  5. Canada, Global Affairs Canada-Affaires mondiales (2014-06-18). "Telus Brand in Guatemala". GAC. Retrieved 2019-08-08.
  6. "Telus International buys stake into local operator CallPoint New Europe". Business Review (in Romanian). 2012-09-24. Retrieved 2019-08-08.
  7. "CallPoint Rebrands to TELUS International Europe | TELUS International Europe Blog". tieu.noavosa.ro. Retrieved 2019-08-08.
  8. "Telus Sells 35% Stake in Outsourcing Subsidiary to Baring Private Equity Asia". Nearshore Americas. 2016-05-06. Retrieved 2019-08-08.
  9. "Telus International Acquires Irish Call Center Provider Voxpro". Nearshore Americas. 2017-08-17. Retrieved 2019-08-08.
  10. "Telus International acquires IT company Xavient Information Systems". MobileSyrup. 2018-02-08. Retrieved 2019-08-08.
  11. "TELUS Corporation Completes Acquisition of Competence Call Center Through TELUS International". www.businesswire.com. 2020-02-04. Retrieved 2020-02-27.
  12. "Relentless Execution: The Key to TELUS International's Customer Experience Success".
  13. "TELUS International Faces Digital Upheaval with Strong Culture, Open-Minded Leadership". www.linkedin.com. Retrieved 2019-08-08.
  14. TELUS Days of Giving, Bucharest, Romania - 2018, retrieved 2019-08-08
  15. "TELUS International team members plant a forest of 12,000 trees near Sofia | Bulgarian Outsourcing Association". outsourcinginbg.com. Retrieved 2019-08-08.
  16. Inc, TELUS Communications (2018-05-01). "34,000 TELUS volunteers will give where they live in 13th annual TELUS Days of Giving". GlobeNewswire News Room. Retrieved 2019-08-08.
  17. Achievers. "Achievers Honors the 50 Most Engaged Workplaces® in North America with its Ninth Annual Awards". www.prnewswire.com. Retrieved 2019-07-18.
  18. "Stevie Awards for Great Employers - 2019 Stevie Winners". stevies-sage.secure-platform.com. Retrieved 2020-02-27.
  19. "TELUS International Named a 'Leader' and 'Star Performer' by Everest Group PEAK Matrix™". www.businesswire.com. 2019-07-10. Retrieved 2019-07-18.
  20. "Best Practices Recognition | We Drive Innovation, Excellence & Growth". Frost & Sullivan. Retrieved 2019-07-18.
  21. "IAOP - The 2020 Global Outsourcing 100". www.iaop.org. Retrieved 2020-02-27.
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