MWN-AI** Summary
TELUS Digital has announced a strategic partnership with Zendesk to enhance customer experience (CX) capabilities via integrated customer relationship management (CRM) and call center as a service (CCaaS) technologies. This collaboration, revealed at the Zendesk Relate conference, aligns with TELUS Digital's aim to blend human talent with advanced technology solutions tailored for enterprise and mid-sized clients.
Key features of the partnership include the integration of TELUS Digital’s global customer experience management (CXM) talent network, which boasts 78,000 professionals across 31 countries, into Zendesk’s service offerings. Conversely, TELUS will utilize Zendesk’s state-of-the-art CRM and CCaaS technologies as part of its service portfolio. A significant addition to this collaboration is TELUS Digital’s generative AI platform, Fuel iX™, which will be accessible through the Zendesk marketplace to facilitate advanced AI-driven support solutions.
The partnership aims to create a more integrated, intelligent customer service experience, optimizing contact center operations. By combining Zendesk’s extensive service platform with TELUS Digital’s AI innovations, organizations will benefit from tools to enhance agent performance and streamline service interactions. Additionally, Fuel iX™ offers real-time assistance to agents, including response suggestions and customer sentiment insights.
With a focus on faster and smarter customer interaction solutions, TELUS Digital plans to manage the complete onboarding and support processes for Zendesk customers, ensuring optimal use of the platform. This collaboration underscores TELUS Digital’s mission to drive innovation in customer experience management while leveraging modern technologies to meet evolving enterprise needs. As part of a wider strategy, this partnership reflects a commitment to delivering integrated solutions that enhance customer engagement and operational efficiency for businesses worldwide.
MWN-AI** Analysis
The recent strategic partnership between TELUS Digital and Zendesk marks a significant shift in the customer experience (CX) landscape, positioning both companies to leverage generative AI and integrated technology solutions effectively. TELUS Digital (NYSE: TIXT) has significantly enhanced its CX capabilities by combining its proprietary platform, Fuel iX™, with Zendesk’s powerful CRM and CCaaS solutions. This collaboration is poised to disrupt the market by providing a more cohesive, intelligent customer service experience that integrates human expertise with advanced AI.
From an investment perspective, this partnership aligns with the growing trend towards AI-driven solutions in customer service, reflecting a broader industry shift towards automation and enhanced customer engagement. TELUS Digital’s robust integration model allows businesses to streamline operations, reduce handling time, and elevate customer interactions—a critical need in today's digital-first economy. The reported 25% reduction in average handle time for a recent enterprise client underscores the tangible benefits that can be realized through this collaboration.
Investors should note the competitive advantage this partnership provides. TELUS Digital's global talent network and its commitment to continuous innovation place it in a favorable position to capture market share in the CXM segment. Additionally, the anticipated acquisition of Local Measure by Zendesk should further enhance their combined voice and AI capabilities, optimizing the contact center experience.
Considering these advancements, potential investors should watch for TELUS Digital's financial performance following the integration of these offerings, as increased operational efficiencies and customer satisfaction can lead to higher retention rates and revenue growth. Overall, the TELUS Digital-Zendesk collaboration presents a compelling opportunity, reinforcing the importance of adaptable, technology-driven solutions in driving customer engagement strategies forward.
**MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release.
TELUS Digital is working with Zendesk to deliver CRM and CCaaS integration services, supported by its generative AI platform, Fuel iX™
TELUS Digital Experience (TELUS Digital) (NYSE and TSX: TIXT), a leading global technology company deploying exceptional customer experiences, today announced a new strategic collaboration with Zendesk , a pioneer in agentic AI-powered service. The relationship reflects TELUS Digital’s broader strategy of offering its clients a transformational fusion of people and technology, centered on the outcomes and use cases that matter most to enterprise and mid-market clients, such as voice, chat, messaging, and AI-powered support.
This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250402360928/en/
Tobias Dengel (left), President, TELUS Digital Solutions, and Tom Eggemeier, CEO, Zendesk, celebrate the launch of their strategic collaboration to deliver integrated CX and AI solutions at the Zendesk Relate conference in Las Vegas, March 27, 2025.
As part of this collaboration, Zendesk will integrate TELUS Digital’s global CXM talent into its support solutions granting immediate access to a global network of 78,000 team members across 31 countries. In turn, TELUS Digital will incorporate Zendesk’s customer relationship management (CRM) and call center as a service (CCaaS) technologies in its suite of offerings. TELUS Digital’s enterprise-grade GenAI platform, Fuel iX™ , will be available to Zendesk customers to add seamlessly from the Zendesk marketplace, providing access to a combination of human expertise and AI technology.
“This partnership unites Zendesk’s AI-powered service and CCaaS platform with TELUS Digital’s global talent delivery and generative AI capabilities to meet the needs of modern, large-scale customer service environments,” said Adrian McDermott, Chief Technology Officer, Zendesk. “Zendesk powers billions of conversations between brands and their customers across voice, chat, email, social, and more. TELUS Digital is uniquely positioned to enhance these experiences through its expertise and scale in CX delivery, technology integration, and AI innovation. Together, we empower organizations to implement and scale smarter, more connected customer experience strategies.”
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.
“As a leader in the CXM market, we’re unrelenting in our focus to build and partner with innovative technology capabilities that truly unlock our clients’ business, experience and technology goals,” said Monty Hamilton, Chief Product and Marketing Officer, TELUS Digital. “Zendesk is a leader in customer experience software, and this collaboration brings together our respective strengths to deliver true end-to-end solutions for team members, customers and brands fueled by people and technology.”
To learn more about how TELUS Digital and Zendesk are helping enterprises transform CX, visit telusdigital.com /zendesk
About TELUS Digital
TELUS Digital (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that can withstand disruption and deliver value for our clients. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients’ products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of end-to-end, integrated capabilities include digital solutions, such as cloud solutions and AI-fueled automation, trust, safety and security services, AI & data solutions, including expertise in computer vision, and front-end digital design and consulting services. Fuel iX™ is TELUS Digital’s proprietary generative AI platform and suite of products at the heart of our innovation, helping enterprises advance their pilots to working prototypes and production at scale, quickly, securely and responsibly across multiple environments, applications and clouds.
Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-Loop principles , we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com
View source version on businesswire.com: https://www.businesswire.com/news/home/20250402360928/en/
TELUS Digital Investor Relations
Olena Lobach
ir@telusdigital.com
TELUS Digital Media Relations
Ali Wilson
media.relations@telusdigital.com
FAQ**
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What specific operational gains has TELUS Digital achieved through the integration with Zendesk, such as the reported 25% reduction in average handle time for Telus International (Cda) Inc. Subordinate Voting Shares TIXT:CC clients?
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**MWN-AI FAQ is based on asking OpenAI questions about Telus International (Cda) Inc. Subordinate Voting Shares (TSXC: TIXT:CC).
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