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Home > Customer Stories > TELUS

TELUS

Leads the industry in customer satisfaction

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A Canadian telecommunications company, TELUS prides themselves on delivering exceptional customer service—and they have the metrics to prove it. In 2015, TELUS had the lowest postpaid wireless monthly churn rate and highest NPS of all telcos in North America.

With over 12 million customer connections across wireless, residential network access lines, high-speed internet and television, TELUS has a massive customer base. And every single customer’s opinion counts. In fact, their customer service policy states, “95% of our customers are satisfied with our customer service. But we won’t be satisfied until we get to 100%.”

Learn how Genesys is an important part of that effort, enabling TELUS to enhance the customer experience with not only end-to-end communication across all channels but also end-to-end caring.

TELUS

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“This technology has been a gamechanger for us. I’ve been in this industry for over 15 years and this is the first time we’ve had the ability to build two-way conversations and relationships with customers.”

Carley Brandon, Strategy Manager, TELUS

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About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

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