TELUS International Partners with eGain to Elevate its Contact Center as a Service (CCaaS) Offering with Modern Knowledge Management and AI Functionalities

Rhea-AI Summary

TELUS International (NYSE and TSX: TIXT) has partnered with eGain (NASDAQ: EGAN) to enhance its Contact Center as a Service (CCaaS) offering. This collaboration integrates the eGain Knowledge Hub™, a comprehensive AI-driven platform for modern knowledge management, into TELUS International’s services.

Key benefits include a 50% reduction in agent training time, a 35% increase in first-contact resolution, and a 70% deflection of agent-assisted service requests. The eGain Knowledge Hub™ unifies content management, AI, search methods, and analytics to deliver accurate answers, boosting customer satisfaction and loyalty.

The partnership aims to provide consistent, positive experiences across live and self-service channels. The modular architecture enables brand-specific customizations, improving agent efficiency and optimizing self-service options.

Positive

• 50% reduction in agent training time.
• 35% increase in first-contact resolution.
• 70% deflection of agent-assisted service requests.
• Enhanced AI-driven knowledge management platform.
• Consistent customer experience across live and self-service channels.
• Customizable solutions tailored to brand requirements.
• Improved agent efficiency and self-service optimization.

Negative

• Potential dependency on eGain’s platform.
• Implementation and integration costs not discussed.
• No specific financial impact or projections mentioned.

Insights

Tech Expert

TELUS International's partnership with eGain signifies a strategic move to enhance its Contact Center as a Service (CCaaS) offering, leveraging AI and modern knowledge management systems. The integration of eGain Knowledge Hub™ brings several technological advancements that can significantly impact customer service operations. Notably, the use of eGain AssistGPT™ ensures that agents and customers receive accurate and compliant answers, which can streamline customer interactions and reduce training time by up to 50. This technological synergy promises to enhance operational efficiency and customer satisfaction, offering a competitive edge in the digital customer experience market. The modular architecture of the solution allows for scalability and customization, ensuring that businesses can tailor it to their specific needs, whether focusing on agent efficiency or self-service optimization.

From a technical standpoint, the use of advanced AI and machine learning to unify content management and analytics is a forward-thinking approach, potentially transforming how businesses manage customer interactions across multiple channels. The emphasis on consistent and personalized customer experiences aligns with current industry trends, where customers demand quick, accurate and personalized responses.

Financial Analyst

TELUS International's collaboration with eGain could have significant financial implications. By implementing the eGain Knowledge Hub™, TELUS International aims to reduce agent training time and enhance first-contact resolution. These improvements can lead to substantial cost savings and efficiency gains. Reducing training time by 50 translates to lower operational costs, while enhancing first-contact resolution by 35 can improve customer retention rates. Additionally, the ability to deflect up to 70 of agent-assisted service requests to self-service channels can further reduce costs and free up resources for more complex customer issues.

These operational efficiencies may significantly improve profit margins and drive growth in the CCaaS segment. Given that customer service is a critical touchpoint for many businesses, offering an advanced, AI-driven solution can attract new clients and increase market share. Investors should watch for future financial reports to see how these operational changes translate into revenue growth and profitability. Furthermore, the partnership aligns TELUS International with industry-leading technologies, potentially enhancing its reputation and market position.

Market Research Analyst

The partnership between TELUS International and eGain addresses a growing demand in the market for sophisticated customer service solutions. The integration of AI and advanced knowledge management is becoming increasingly important as businesses strive to differentiate themselves through superior customer experiences. The ability to deliver consistent, accurate and personalized responses across various customer interaction channels is a key competitive advantage. This partnership positions TELUS International to better meet the evolving needs of its clients, who are looking for ways to enhance customer satisfaction and loyalty. Furthermore, the emphasis on quick, efficient service aligns with current consumer expectations, who prefer fast and accurate resolutions to their inquiries.

From a market perspective, this collaboration could drive increased adoption of TELUS’s CCaaS offerings, particularly among businesses looking to integrate advanced AI capabilities into their customer service operations. The projected metrics—such as a 50 reduction in agent training time and a 35 enhancement in first-contact resolution—are compelling value propositions that can attract new clients and retain existing ones. Additionally, the use of a trusted knowledge hub that ensures consistency across live support and chatbots can significantly enhance customer trust and satisfaction, critical factors in customer retention and brand loyalty. This strategic move is likely to bolster TELUS International's market share in the competitive CX market.

Key benefits include up to 50% reduction in agent training time; up to 35% enhancement in first-contact resolution; and up to 70% deflection of agent-assisted service requests

VANCOUVER, British Columbia--(BUSINESS WIRE)-- TELUS International (NYSE and TSX: TIXT), a leading digital customer experience (CX) innovator has partnered with eGain Corporation (NASDAQ: EGAN), the number one AI knowledge platform for customer service. TELUS International offers the eGain Knowledge Hub™ as an integrated solution as part of its Contact Center as a Service (CCaaS) offering, or as a standalone customer self-serve option, proactively delivering trusted answers and personalized guidance.

Modern knowledge management plays a vital role in supporting consistent experiences across live and self-service customer experience channels. The eGain Knowledge Hub™ for TELUS International unifies and orchestrates all the building blocks needed for modern knowledge management—content management, profiled content access, generative and conversational AI, search methods, and knowledge analytics—to deliver trusted answers. A key component of the Knowledge Hub is eGain AssistGPT™, which delivers consumable, correct, and compliant answers to agents in their customer conversations and customers in their self-service journeys.

“In the world of customer experience, knowledge is power, and an intuitive and AI-fueled knowledge management platform like eGain’s can make the difference between a poor customer experience that leaves customers frustrated and one that differentiates a brand and inspires customer loyalty,” said Paul Egger, Vice President, Digital Solutions, TELUS International. “Through our partnership with eGain, we're able to provide our clients with a best-in-class AI knowledge solution that prioritizes customer satisfaction. Whether through our CCaaS offering or other digital CX services that we provide, we are committed to finding and working with other providers that share our passion for delivering unparalleled, end-to-end solutions that foster lasting relationships and delight among their customers.”

The eGain Knowledge Hub™ for TELUS International supports consistent, positive experiences across live and self-service customer experience channels. The modular architecture facilitates customizations tailored to each brand’s unique requirements, including driving improvements in agent efficiency, optimizing self-service options, or both.

• Live contact center agents can access accurate and up-to-date information, fostering positive interactions and minimizing the risk of brand mistrust.
• Customers expect quick, efficient service when using online chatbots. eGain’s knowledge management system ensures that chatbot responses are consistent with live support, ensuring consistency across touchpoints. Each chatbot interaction is tailored to the customer's specific needs, providing natural and personalized responses that lead to deeper engagement and greater satisfaction.
• Customers seeking quick answers from website FAQs benefit from a trusted knowledge hub that guarantees FAQ content matches the information from live support and chatbots. This consistency prevents confusion and enhances the customer experience.

“As per Gartner, knowledge management is the #1 technology that can simultaneously elevate customer and employee experiences, while also transforming operational metrics,” said Anand Subramaniam, SVP Global Marketing for eGain. “The eGain Knowledge Hub™ will enable TELUS International to further help its clients deliver superior CX with trusted answers.”

For more information on TELUS International’s end-to-end CCaaS capabilities, visit https://www.telusinternational.com/solutions/digital-services/cloud-contact-center.

About TELUS International
TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 150,000 citizens around the world and through its five TELUS International Community Boards that have provided $5.6 million in funding to grassroots charitable organizations since 2015. Learn more at: www.telusinternational.com.

About eGain
Infused with AI and analytics, eGain Knowledge Hub improves customer experience and reduces cost of service with virtual assistance, self-service, and modern agent desktop tools. Visit www.eGain.com for more info.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240522112992/en/

TELUS International Investor Relations

Jason Mayr

ir@telusinternational.com

TELUS International Media Relations

Ali Wilson

media.relations@telusinternational.com

Source: TELUS International

FAQ

What are the benefits of the TELUS International and eGain partnership for TIXT?

The partnership offers a 50% reduction in agent training time, a 35% increase in first-contact resolution, and a 70% deflection of agent-assisted service requests.

How does the eGain Knowledge Hub™ improve TELUS International’s CCaaS offering?

The eGain Knowledge Hub™ integrates content management, AI, search methods, and analytics to provide accurate, trusted answers, enhancing customer satisfaction and loyalty.

What improvements can agents and customers expect from the eGain Knowledge Hub™?

Agents can access accurate and up-to-date information, while customers benefit from consistent and personalized responses across live and self-service channels.

What is the impact of the TELUS International and eGain partnership on customer service performance?

The partnership is expected to improve agent efficiency, optimize self-service options, and ensure consistent customer experiences, thereby boosting overall satisfaction.