TIXT & Zendesk Forge Alliance to Transform Customer Experience With AI

Core Insights - TELUS International has partnered with Zendesk to enhance customer experiences through AI-powered service solutions, officially rebranding to TELUS Digital Experience from Q3 2024 while retaining its legal name and trading symbol "TIXT" [1][2] Partnership Details - The collaboration integrates TELUS Digital's global customer experience management (CXM) talent into Zendesk's support solutions, providing access to a network of 78,000 team members across 31 countries [2] - TELUS Digital will incorporate Zendesk's CRM and CCaaS technologies into its offerings, addressing the evolving needs of modern customer service environments [2][3] Technology Integration - TELUS Digital's generative AI platform, Fuel iX, will be available to Zendesk customers, enabling intelligent automation, real-time agent assistance, and in-depth customer insights [3][4] - The integration of Fuel iX with Zendesk aims to enhance customer support operations by leveraging advanced AI capabilities, reducing average handle time [4] Strategic Collaborations - The partnership builds on TELUS Digital's existing collaboration with Local Measure, a CCaaS provider, to enhance voice and messaging capabilities using Amazon Connect [5] - Zendesk's planned acquisition of Local Measure, expected to close in May 2025, will further strengthen the TELUS Digital partnership with additional voice and AI capabilities [5] Service Offerings - TELUS will serve as a full-service partner for Zendesk customers, managing onboarding, setup, integration, and ongoing support, while providing continuous platform improvements and proactive insights [6] Company Overview - TELUS is a global provider of integrated solutions, including digital strategy, innovation, consulting, digital transformation, IT lifecycle solutions, data annotation, intelligent automation, and omnichannel CX solutions [7]