The partnership builds on TELUS Digital’s existing relationship with Local Measure, a provider of CCaaS and advanced voice solutions, which Zendesk plans to acquire. This collaboration is expected to enhance Zendesk’s voice and AI capabilities, offering clients a more connected and intelligent customer service experience. By combining Zendesk’s service platform with TELUS Digital’s CX and GenAI capabilities, the partnership aims to improve resolution speed, agent performance, and customer satisfaction.
Key takeaways:
- TELUS Digital has announced a strategic collaboration with Zendesk to enhance CRM and CCaaS integration services using its generative AI platform, Fuel iX™.
- The partnership aims to combine Zendesk's AI-powered service platform with TELUS Digital's global CXM talent and GenAI capabilities to improve customer service experiences.
- Zendesk will integrate TELUS Digital's CXM talent into its support solutions, while TELUS Digital will incorporate Zendesk's CRM and CCaaS technologies into its offerings.
- TELUS Digital's partnership with Zendesk builds on its existing collaboration with Local Measure, enhancing voice and messaging capabilities within Zendesk's CCaaS platform.