TELUS International, a leading digital customer experience (CX) innovator that designs, builds and delivers next-generation solutions, including artificial intelligence (AI) and content moderation, for global and disruptive brands, announced a strategic partnership with Local Measure, a global tech company pioneering the future of customer service technology. The partnership serves to design, build and deliver more intuitive, personalized, secure and scalable customer experiences on Amazon Connect.
“As we progress our focused efforts to establish TELUS International as the AI-fueled CX partner of choice, our team continues to execute upon our successful growth strategy by building homegrown tech platforms and solutions, acquiring complementary capabilities and skills, and establishing partnerships with innovative and emerging tech companies to benefit from their niche expertise and increase our speed to market with high-demand, competitive offerings to better serve our clients,” said Tobias Dengel, President, WillowTree, a TELUS International Company. “Our partnership with Local Measure and the addition of its Engage platform to our robust Fuel iX suite underscores our commitment to providing clients with more choices and greater flexibility in how they design, build, deliver and transform dynamic end-to-end CX experiences in order to maintain a competitive edge.”
Local Measure’s Engage platform leverages the power of AWS, Amazon Bedrock and GenAI, and seamlessly integrates with Amazon Connect. It combines voice and digital communication channels and offers advanced features that significantly increase efficiency including automatic message drafting, automatic form filling, next-best-action recommendations, chatbots, skills-based routing, and real-time translation. Engage supports voice, and asynchronous messaging via email, Facebook Messenger, WhatsApp, LINE, and direct messaging on Instagram. Its human-centric design and single-pane-of-glass view enhance team productivity while delivering personalized customer service interactions. Moreover, Engage generates valuable insights and actionable business intelligence, safeguarding customer data throughout the process.
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“It has become increasingly critical for digital customer experience providers to engage the right technology partners in order to not only meet, but stay ahead of evolving consumer behaviors and cater to the new ways clients want to do business. This includes embracing consumers’ widespread shift to working and socializing on digital messaging platforms, and offering clients options such as flexible and transparent pay per use pricing models to optimize budgets and off-the-shelf integrations that address their desire to reduce complexity,” said Monty Hamilton, Senior Vice President, TELUS International. “TELUS International’s thoughtful and holistic approach to welcoming unique and progressive companies like Local Measure into our partner ecosystem and channel strategy serve to propel our growth in emerging and fast-growing segments of the CX market whilst broadening our GenAI offering. These partnerships also serve to amplify our existing vendor-agnostic stance, which we believe empowers our clients to optimize their existing technology investments and make better-informed decisions, ultimately leading to better outcomes and long-term success.”
Jonathan Barouch, CEO and Founder of Local Measure, said of the announcement, “We’re excited to partner with TELUS International to help our joint customers reimagine the future of customer experience. A future that is intuitive, frictionless and proactive. We’ve been impressed by the capabilities at TELUS International to deliver powerful CX outcomes. Leveraging our Strategic Collaboration Agreement with Amazon Web Services and the breadth and reach of TELUS International we see an exciting future for this partnership.”
TELUS International’s Fuel iX drives value for clients by providing end-to-end, next gen CX solutions fueled by GenAI. Its suite of services and capabilities include digital consulting, data analytics, self-service applications, and AI-enabled platform integration. With Fuel iX, TELUS International is helping its global clients meet their critical CX business needs faster and more strategically than ever before.
SOURCE: BusinessWire