TELUS Digital Deepens CX Capabilities Through Strategic Collaboration with Zendesk
TELUS Digital (NYSE/TSX: TIXT) has announced a strategic collaboration with Zendesk to enhance customer experience capabilities. The partnership integrates TELUS Digital's global network of 78,000 team members across 31 countries with Zendesk's CRM and CCaaS technologies.
Key aspects of the collaboration include:
- Integration of TELUS Digital's Fuel iX™ GenAI platform into Zendesk's marketplace
- Implementation of Zendesk's customer service platform with TELUS Digital's CX and GenAI capabilities
- Enhanced features including real-time agent assistance and customer sentiment analysis
The partnership has already demonstrated success, achieving a 25% reduction in average handle time for an enterprise client within two weeks of deployment. This collaboration follows TELUS Digital's partnership with Local Measure announced on March 4, 2024, with Zendesk's acquisition of Local Measure expected to close in May 2025.
TELUS Digital (NYSE/TSX: TIXT) ha annunciato una collaborazione strategica con Zendesk per migliorare le capacità di esperienza del cliente. La partnership integra la rete globale di TELUS Digital composta da 78.000 membri del team in 31 paesi con le tecnologie CRM e CCaaS di Zendesk.
Gli aspetti chiave della collaborazione includono:
- Integrazione della piattaforma Fuel iX™ GenAI di TELUS Digital nel marketplace di Zendesk
- Implementazione della piattaforma di servizio clienti di Zendesk con le capacità di CX e GenAI di TELUS Digital
- Funzionalità avanzate tra cui assistenza in tempo reale per gli agenti e analisi del sentiment dei clienti
La partnership ha già dimostrato successo, raggiungendo una riduzione del 25% del tempo medio di gestione per un cliente enterprise entro due settimane dal lancio. Questa collaborazione segue la partnership di TELUS Digital con Local Measure annunciata il 4 marzo 2024, con l'acquisizione di Local Measure da parte di Zendesk prevista per chiudere a maggio 2025.
TELUS Digital (NYSE/TSX: TIXT) ha anunciado una colaboración estratégica con Zendesk para mejorar las capacidades de experiencia del cliente. La asociación integra la red global de TELUS Digital, que cuenta con 78,000 miembros en 31 países, con las tecnologías CRM y CCaaS de Zendesk.
Los aspectos clave de la colaboración incluyen:
- Integración de la plataforma Fuel iX™ GenAI de TELUS Digital en el mercado de Zendesk
- Implementación de la plataforma de servicio al cliente de Zendesk con las capacidades de CX y GenAI de TELUS Digital
- Características mejoradas, incluyendo asistencia en tiempo real para agentes y análisis del sentimiento del cliente
La asociación ya ha demostrado éxito, logrando una reducción del 25% en el tiempo promedio de manejo para un cliente empresarial en dos semanas desde su implementación. Esta colaboración sigue a la asociación de TELUS Digital con Local Measure anunciada el 4 de marzo de 2024, con la adquisición de Local Measure por parte de Zendesk que se espera cierre en mayo de 2025.
TELUS Digital (NYSE/TSX: TIXT)는 고객 경험 기능을 향상시키기 위해 Zendesk와 전략적 협력을 발표했습니다. 이 파트너십은 TELUS Digital의 31개국에 걸쳐 78,000명의 팀원으로 구성된 글로벌 네트워크와 Zendesk의 CRM 및 CCaaS 기술을 통합합니다.
협력의 주요 측면은 다음과 같습니다:
- TELUS Digital의 Fuel iX™ GenAI 플랫폼을 Zendesk의 마켓플레이스에 통합
- TELUS Digital의 CX 및 GenAI 기능과 함께 Zendesk의 고객 서비스 플랫폼 구현
- 실시간 에이전트 지원 및 고객 감정 분석을 포함한 향상된 기능
이 파트너십은 이미 성공을 거두었으며, 배포 후 2주 이내에 기업 고객의 평균 처리 시간을 25% 줄이는 성과를 달성했습니다. 이 협력은 2024년 3월 4일 발표된 TELUS Digital의 Local Measure와의 파트너십에 이어지며, Zendesk의 Local Measure 인수는 2025년 5월에 마감될 것으로 예상됩니다.
TELUS Digital (NYSE/TSX: TIXT) a annoncé une collaboration stratégique avec Zendesk pour améliorer les capacités d'expérience client. Ce partenariat intègre le réseau mondial de TELUS Digital, composé de 78 000 membres dans 31 pays, avec les technologies CRM et CCaaS de Zendesk.
Les principaux aspects de la collaboration incluent :
- Intégration de la plateforme Fuel iX™ GenAI de TELUS Digital dans le marché de Zendesk
- Mise en œuvre de la plateforme de service client de Zendesk avec les capacités CX et GenAI de TELUS Digital
- Fonctionnalités améliorées, notamment l'assistance en temps réel pour les agents et l'analyse des sentiments des clients
Ce partenariat a déjà montré des résultats, atteignant une réduction de 25 % du temps moyen de traitement pour un client entreprise dans les deux semaines suivant le déploiement. Cette collaboration fait suite au partenariat de TELUS Digital avec Local Measure annoncé le 4 mars 2024, l'acquisition de Local Measure par Zendesk devant être finalisée en mai 2025.
TELUS Digital (NYSE/TSX: TIXT) hat eine strategische Zusammenarbeit mit Zendesk angekündigt, um die Kundenservicefähigkeiten zu verbessern. Die Partnerschaft integriert das globale Netzwerk von TELUS Digital mit 78.000 Teammitgliedern in 31 Ländern mit den CRM- und CCaaS-Technologien von Zendesk.
Die wichtigsten Aspekte der Zusammenarbeit umfassen:
- Integration der Fuel iX™ GenAI-Plattform von TELUS Digital in den Marktplatz von Zendesk
- Implementierung der Kundenservice-Plattform von Zendesk mit den CX- und GenAI-Fähigkeiten von TELUS Digital
- Erweiterte Funktionen, einschließlich Echtzeitunterstützung für Agenten und Kundenstimmungsanalyse
Die Partnerschaft hat bereits Erfolge gezeigt und eine Reduzierung der durchschnittlichen Bearbeitungszeit um 25 % für einen Unternehmenskunden innerhalb von zwei Wochen nach der Einführung erreicht. Diese Zusammenarbeit folgt der Partnerschaft von TELUS Digital mit Local Measure, die am 4. März 2024 angekündigt wurde, wobei der Abschluss der Übernahme von Local Measure durch Zendesk für Mai 2025 erwartet wird.
- Strategic partnership with Zendesk expands TELUS Digital's service offerings
- Access to global network of 78,000 team members across 31 countries
- Demonstrated 25% reduction in average handle time for enterprise clients
- Integration of proprietary Fuel iX™ GenAI platform into Zendesk marketplace
- None.
Insights
TELUS Digital's strategic partnership with Zendesk represents a significant expansion of its customer experience capabilities in a highly competitive market. The collaboration creates a two-way value exchange: Zendesk gains access to TELUS Digital's 78,000-strong global workforce across 31 countries, while TELUS Digital incorporates Zendesk's CRM and CCaaS technologies into its service offerings.
The integration of TELUS Digital's proprietary Fuel iX™ generative AI platform into Zendesk's marketplace creates a new distribution channel for this technology asset, potentially accelerating adoption and generating additional revenue streams. The partnership's value proposition is strengthened by documented performance improvements, including a 25% reduction in average handle time for an enterprise client within just two weeks.
This agreement strategically positions TELUS Digital as a full-service implementation partner for Zendesk customers, creating multiple revenue touchpoints throughout the customer lifecycle including onboarding, configuration, integration, and ongoing platform optimization. The timing aligns with Zendesk's pending acquisition of Local Measure (expected May 2025), which TELUS Digital already partners with, creating a cohesive ecosystem approach.
The partnership reflects the broader industry trend toward integrated AI-human hybrid solutions in customer experience management, with TELUS Digital leveraging its substantial human resources alongside advancing AI capabilities to differentiate in an increasingly automated market.
This strategic collaboration significantly enhances TELUS Digital's position in the enterprise CX market through expanded service capabilities and technology ecosystem integration. By securing Zendesk as a partner, TELUS Digital gains credibility with enterprise clients seeking comprehensive CX solutions while creating new implementation revenue opportunities.
The partnership addresses critical enterprise pain points by combining Zendesk's extensible service platform with TELUS Digital's global implementation capabilities and AI enhancements. This creates a full-stack solution that spans technology, talent, and continuous optimization - appealing to organizations seeking both technology transformation and operational support.
Particularly valuable is TELUS Digital's position as a full-service implementation partner for Zendesk, establishing recurring revenue opportunities throughout the client lifecycle. Their Fuel iX platform's integration with Zendesk creates differentiation through AI-powered enhancements like real-time agent assistance and conversation analytics.
The relationship builds on TELUS Digital's existing partnership with Local Measure, which Zendesk is acquiring. This strategic alignment across multiple partners creates a more cohesive solution portfolio and potentially strengthens TELUS Digital's partner ecosystem position as consolidation continues in the CCaaS space.
The quantifiable results mentioned (25% handle time reduction) demonstrate the partnership's ability to deliver measurable operational improvements quickly, which should resonate with enterprises seeking proven solutions with rapid time-to-value.
TELUS Digital is working with Zendesk to deliver CRM and CCaaS integration services, supported by its generative AI platform, Fuel iX™
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
As part of this collaboration, Zendesk will integrate TELUS Digital’s 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’s customer relationship management (CRM) and call center as a service (CCaaS) technologies in its suite of offerings. TELUS Digital’s enterprise-grade GenAI platform, Fuel iX™, will be available to Zendesk customers to add seamlessly from the Zendesk marketplace, providing access to a combination of human expertise and AI technology.
“This partnership unites Zendesk’s AI-powered service and CCaaS platform with TELUS Digital’s global talent delivery and generative AI capabilities to meet the needs of modern, large-scale customer service environments,” said Adrian McDermott, Chief Technology Officer, Zendesk. “Zendesk 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.”
TELUS Digital’s integration with Zendesk unlocks a more connected, intelligent customer service experience. By combining Zendesk’s extensible service platform with TELUS Digital’s 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.
Fuel 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.
“At TELUS Digital, we’re 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,” said Tobias Dengel, President, TELUS Digital Solutions. “Zendesk’s 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
TELUS Digital’s relationship with Zendesk builds on the company’s partnership with Local Measure, a CCaaS and advanced voice solutions provider. TELUS Digital announced its partnership with Local Measure on March 4, 2024. Local Measure now powers the voice and messaging capabilities within Zendesk’s 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, further strengthening its voice and AI capabilities. The transaction is expected to close in May 2025.
"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."
TELUS 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’re 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.
“As a leader in the CXM market, we’re unrelenting in our focus to build and partner with innovative technology capabilities that truly unlock our clients’ business, experience and technology goals,” said Monty Hamilton, Chief Product and Marketing Officer, TELUS Digital. “Zendesk 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.”
To learn more about how TELUS Digital and Zendesk are helping enterprises transform CX, visit telusdigital.com/zendesk
About TELUS Digital
TELUS Digital (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’ 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™ is TELUS Digital’s 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.
Powered 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, 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
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