TELUS Digital Deepens CX Capabilities Through Strategic Collaboration with Zendesk - Seite 2

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 25% reduction in average handle time we recently delivered for an enterprise client within just two weeks of deployment.”

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.