AI-powered TELUS International Named a Leader for CXM Services

Robust revenue growth of 55% (FY2019 to FY2020) propels TELUS International to a top 10 position on the 2021 Everest Group BPS Top 50 List

TELUS International (NYSE and TSX: TIXT), a leading digital customer experience (CX) innovator that designs, builds and delivers next-generation solutions for global and disruptive brands, today announced it has been named a ‘Leader’ by global research firm Everest Group in its 2021 Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment. This is the third consecutive year TELUS International has achieved Leader status.

Everest Group selected 39 providers to evaluate and compare for this year’s PEAK Matrix assessment based upon market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and client feedback.

“It is a tremendous honor to once again be named a Leader on Everest Group’s CXM Services PEAK Matrix, especially as this is our team’s third consecutive year receiving its highest designation in an increasingly competitive market in which providers must constantly be innovating in order to design, build and deliver highly sought-after, disruptive digital CX solutions,” said Jeff Puritt, President and CEO, TELUS International. “Our TELUS International team members continue to embody our caring culture, showing up for one another, our clients and the communities where we operate around the world, and showcasing their ingenuity, passion and dedicated efforts that have helped us make significant advancements in our company’s growth and evolution. The ongoing recognition that TELUS International has received from Everest Group over the years would not be possible without our team members’ ongoing commitment.”

“During an unprecedented period of great disruption, TELUS International continues on its remarkable growth trajectory fueled by deep technology expertise and digital capabilities,” said Shirley Hung, Vice President, Everest Group. “It follows a digital-first strategy and provides an end-to-end ecosystem of proprietary solutions, including big data and 360 degree customer analytics, CCaaS, and CX process and transformation consulting. TELUS International supports a high percentage of interactions through digital channels, meeting multi- and omnichannel requirements from clients across buyer sizes, especially in high-growth verticals such as fast-growing technology companies, all of which validates its ongoing success in driving digital transformation for clients.”

Showcasing continued growth, TELUS International places in the top 10 on the Everest Group Top 50 BPS list

TELUS International climbed 18 positions from its 2020 ranking to claim the number nine spot on Everest Group’s 2021 BPS Top 50 list – the firm’s global list of the 50 largest third-party providers, based on revenue and year-on-year growth. In its third year of being included on the list, TELUS International was the top riser, and also claimed the number one position with respect to revenue growth percentage year-over-year, increasing by 55% during the FY2019 to FY2020 timeframe.

“Our significant and sustained momentum in the market has enabled us to continue strategically growing our company in order to meet, and anticipate the ever-evolving needs of our clients,” continued Puritt. “This includes expanding our industry-leading social media CX services, leveraging our iLabs where we co-innovate with clients to pioneer future-focused AI, automation and natural language processing solutions among many others, and recently launching our AI Data Solutions division to provide our clients with high-quality training datasets at scale for market-ready AI applications and computer vision AI models.”

The Everest Group PEAK Matrix® is a proprietary framework for assessing the relative market success and overall capability of service providers based on Performance, Experiences, Ability and Knowledge. Each service provider is comparatively assessed on two dimensions: market success and delivery capabilities. Market success is measured by revenue, number of clients and year-over-year growth. Delivery capability is measured by scale of operations, scope, technology and innovation, delivery footprint and buyer satisfaction. The resulting matrix categorizes service providers as Leaders, Major Contenders, and Aspirants. Companies that demonstrate strong upward movement in successive reports are recognized as Star Performers.

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