TELUS International (Cda) Inc. (TELUS) provides digitally enabled customer experience solutions and create future-focused digital transformations that can withstand disruption and deliver value for its clients.
The company’s approach incorporates agile methodologies and emphasizes teamwork and customer-centric practices. The company’s global team supports its clients' products and services, while also offering technological expertise to address customer experience, business challenges, risk mit...
TELUS International (Cda) Inc. (TELUS) provides digitally enabled customer experience solutions and create future-focused digital transformations that can withstand disruption and deliver value for its clients.
The company’s approach incorporates agile methodologies and emphasizes teamwork and customer-centric practices. The company’s global team supports its clients' products and services, while also offering technological expertise to address customer experience, business challenges, risk mitigation, and process improvement.
The company’s capabilities span digital customer experience and digital solutions, including digital information technology services, such as cloud solutions and automation, trust, safety, and security services, AI data solutions with expertise in computer vision, and front-end digital design and consulting services. The company partners with brands across industry verticals, including technology and games, communications and media, electronic commerce (eCommerce) and financial technology (fintech), banking, financial services and insurance, healthcare, retail, consumer, energy and utilities, and travel and hospitality.
Fuel iX, the company’s proprietary solution, helps enterprises advance their GenAI pilots to working prototypes and production at scale across multiple environments, applications, and clouds. In July 2024, the company launched Fuel EX, an enterprise-safe employee assistant to support productivity, creativity, and research, and the first application built on Fuel iX’s engine, providing access to a multitude of large language models.
Since TELUS acquired a controlling interest in Ambergris Solutions, a boutique CX provider in the Philippines catering to traditional U.S.-based enterprise clients, to present, the company has made a number of additional organic investments, as well as acquisitions, with the goal of better serving its portfolio of global clients. The company expanded its delivery platform to access qualified talent in multiple geographies, including in Asia, Central America, Europe, and North America, and developed a broader set of complex, digital-centric capabilities. The company recognized that digital enablement would become increasingly important for its clients, and as a result, it focused its expansion strategy on developing this expertise organically and, in some cases, accelerating its growth through strategic acquisitions. Continuing this journey, the company added WillowTree, a premier, full-service digital product provider focused on end-user experiences, to its portfolio and further expanded its global footprint by establishing a presence in South Africa and Morocco in 2023.
In September 2024, the company officially launched its global rebrand, transitioning from TELUS International to TELUS Digital. The new name reflects the company’s commitment to providing a digital-first experience across every service it delivers to its clients, enabling a seamless integration of digital, AI-powered, and human interactions that aims to optimize both customer journeys and employee experiences.
TELUS Digital utilizes technology, human expertise, and a commitment to social responsibility to support achieving positive outcomes and to contribute to the development of inclusive communities in the regions where the company operates globally.
Customers
The company’s more than 650 clients include companies for which customer experience is important to their success. The company has built relationships with these companies within its core targeted industry verticals, including tech and games, communications and media, eCommerce and fintech, banking, financial services and insurance, healthcare, retail, consumer, energy and utilities, and travel and hospitality. Within some of these industry verticals, the company serves clients across several sub-sectors. For example, within tech and games, the company serves some of the leading social networks and search engines, as well as high-growth online games, ride-sharing, and real estate technology companies. Additionally, the company partners with leading providers of digital assistants, search engines, and advertising networks in the delivery of its TELUS Digital AI solutions. Within eCommerce and fintech, the company serves both traditional and next-generation payments and point-of-sale providers, business-to-business and business-to-consumer software-as-a-service companies, online marketplaces, and large financial services institutions.
The company’s customers, leaders in their industries, rely on it to support their brands and reputations. The company looks to address emerging customer experience challenges, which helps foster client relationships and supports its credibility with clients across existing and new verticals, enabling its growth.
The company’s relationship with TELUS, its largest client and controlling shareholder, has played an important role in its success. This relationship provides the company with revenue visibility, stability, and growth, as well as opportunities for co-innovation within the communications vertical, a focus on customer service excellence, and an internationally recognized social purpose impact.
Business Acquisitions
On January 3, 2023, the company acquired 86% of the equity interest of WillowTree, a full-service digital product provider focused on end-user experiences, such as native mobile applications and unified web interfaces.
On March 31, 2023, the company acquired 100% of Intersect-HP, a South African CX provider that delivers a hybrid ‘work from anywhere’ model utilizing behavioral intelligence and intelligent technology.
On May 2, 2023, the company acquired 100% of Humania BPO, a Canadian-based company specializing in international customer service management and outsourcing with offices in North America, Europe, and Africa, offering expertise by leveraging its French, English, Spanish, and German-speaking customer experience consultants.
Growth Strategy
The company’s growth strategy is built upon a comprehensive framework designed to strengthen its market position and create sustainable long-term value. The company has identified and developed key strategic initiatives that focus on business expansion, operational excellence, and organizational capabilities. The company’s strategies are to grow and diversify its business; strengthen its customer base and innovate on customer experience for its clients; modernize its business practices and capabilities; and enhance core capabilities with strategic acquisitions.
Competition
The company faces competition primarily from digital transformation services providers, such as Endava PLC, EPAM Systems, Inc., and Globant S.A.; globally diversified IT and business processing outsourcing service providers, such as Accenture plc, Cognizant Technology Solutions Ltd., Infosys, Tata Consultancy, CGI Inc., ExlService Holding, Inc., Genpact LLC, and WNS Limited; customer experience providers, such as Concentrix Corp., CSG Systems International, Inc., TaskUs, Inc., Teleperformance S.A., and TTEC Holdings, Inc.; and providers with a primary focus on data annotation, such as Appen Limited and ScaleAI, Inc.
Dependencies
The company’s largest client, based on its revenues earned from them, is TELUS, its controlling shareholder. The company provides services to TELUS MSA, which expires in January 2031.
Seasonality
The company’s revenues are typically higher in the third and fourth quarters than in other quarters (year ended December 31, 2024).
Regulatory Context
The company is typically required to process, and sometimes collect and store sensitive data of its clients and their customers, including, but not limited to, personal data regulated by the GDPR in the European Union, The Personal Information Protection and Electronic Documents Act, and equivalent provincial statutes in Canada, the California Consumer Privacy Act, and the California Invasion of Privacy Act in California (and the privacy laws of several other states in the U.S.), the Personal Data Protection Bill of 2018 in India, the Data Privacy Act of 2012 in the Philippines, and similar laws and regulations in each of the countries in which the company operates and where it provides services.
In many foreign countries, particularly in those with developing economies, it is common to engage in business practices that are prohibited by regulations applicable to the company or its clients, including Canada’s Corruption of Foreign Public Officials Act and the United States Foreign Corrupt Practices Act.
Trademark
The company uses various trademarks, trade names, and service marks in its business, including TELUS, which is used under license from TELUS.
History
TELUS International (Cda) Inc. was founded in 2005. The company was incorporated under the Business Corporations Act (British Columbia) in 2016.
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