Mr. Tobias Dengel reports

Telus DIGITAL DEEPENS CX CAPABILITIES THROUGH STRATEGIC COLLABORATION WITH ZENDESK

Telus International (Cda) Inc. (Telus Digital) has arranged a new strategic collaboration with Zendesk, a pioneer in agentic-AI-powered (artificial intelligence) service. The relationship reflects Telus Digital's broader strategy of offering its clients a transformational fusion of people and technology, centred on the outcomes and use cases that matter most to enterprise and mid-market clients, such as voice, chat, messaging and AI-powered support.

As part of this collaboration, Zendesk will integrate Telus Digital's global CXM (customer experience management) 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 centre as a service (CCaaS) technologies in its suite of offerings. Telus Digital's enterprise-grade GenAI (generative AI) 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 of Zendesk. "Zendesk powers billions of conversations between brands and their customers across voice, chat, e-mail, 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 (customer experience) and GenAI capabilities, clients can smoothly integrate work force management tools, optimize agent performance and streamline support operations. This creates a more efficient and responsive contact centre 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 touch points 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-per-cent 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 centre 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 postlaunch operations. Clients will also benefit from continuing platform optimization, including pro-active insights, enhancement recommendations and hands-on support to ensure they are 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 fuelled by people and technology."

About Telus International (Cda) Inc.

Telus Digital crafts unique and enduring experiences for customers and employees and creates future-focused digital transformations that can withstand disruption and deliver value for its clients. Telus Digital is the brand behind the brands. Telus Digital's global team members are both passionate ambassadors of the company's clients' products and services, and visionary technology experts resolute in Telus Digital's pursuit to elevate their end customer journeys, solve business challenges, mitigate risks and drive continuous innovation. Telus Digital's portfolio of end-to-end, integrated capabilities includes digital solutions, such as cloud solutions and AI-fuelled automation, trust, safety and security services, AI and 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 the company's 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 the company operates around the world. Guided by its humanity-in-the-loop principles, Telus Digital takes a responsible approach to the transformational technologies it develops and deploys by pro-actively considering and addressing the broader impacts of its work.