TELUS International Deploys Verint Workforce Engagement

Sandra Radlovački

The deployment supports around 30,000 of TELUS International's team members

TELUS International Deploys Verint Workforce Engagement

Verint, the Customer Engagement Company™, today announced that TELUS International has upgraded to the newest version of Verint Workforce Engagement, part of the Verint Customer Engagement Cloud Platform deployed on Google Cloud’s platform.

The selection and implementation of Verint Workforce Engagement is the latest development in the two companies’ long-term partnership. The deployment supports around 30,000 of TELUS International’s team members. It will also be offered to TELUS International’s clients worldwide as a next-generation workforce engagement and customer experience platform.

Verint Workforce Engagement helps organisations to empower their teams to engage more effectively with customers through improved forecasting and scheduling, and knowledge sharing. With this platform, organisations gain new opportunities to improve the customer experience, lower costs and increase revenue.

The platform also boosts customer engagement through deep analytics and insights delivered via a combination of key capabilities and modern user interfaces.

TELUS International will also benefit through inherent security, scalability, and IT simplification, thanks to Google Cloud’s platform. Moving forward, the company will be able to gain access to software updates in real-time.

Verint’s John Bourne, SVP, global channels and alliances, said:

“Verint is proud to partner with TELUS International and Google Cloud – we are also committed to support all varieties of cloud deployments and cloud environments, providing our customers with maximum flexibility to choose the environment that works best for their needs.

“With Verint Workforce Engagement and Google Cloud, TELUS International has a world-class customer engagement platform to empower the remote and globally distributed workforce to support exceptional customer experiences, while gaining real-time insight into business operations for adjustment as needed to meet today’s ever-changing demands both within contact centers and throughout the enterprise.”

Katy Elder, manager of Verint Global IT engineering, TELUS International, said: “Leveraging Verint Workforce Engagement on Google Cloud’s platform simplifies team member effort to help empower the delivery of exceptional customer experiences,”

“The result is improved employee engagement and readiness, reduced compliance risks, and the ability to make customer interactions more effective. For example, with Verint operating on Google Cloud, we can quickly obtain information on customer interactions, regardless of channel, and run engagement analysis for detailed views of customer inquiries, enabling us to quickly isolate issues and provide personalized levels of support.”

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