TELUS Digital Experience (TIXT) announced a new strategic collaboration with Zendesk on April 2, 2025, a pioneer in agentic AI-powered service. This partnership aims to deliver integrated customer experience (CX) and AI solutions, reflecting TELUS Digital’s strategy of combining human expertise with advanced technology.
As part of the collaboration, Zendesk will integrate TELUS Digital’s global CXM talent into its support solutions, providing access to a network of 78,000 team members across 31 countries. In return, TELUS Digital will incorporate Zendesk’s customer relationship management (CRM) and call center as a service (CCaaS) technologies into its offerings.
TELUS Digital’s enterprise-grade generative AI platform, Fuel iX, will be available to Zendesk customers via the Zendesk marketplace. This integration is expected to enable smarter support experiences, faster resolution times, and operational gains, such as a 25% reduction in average handle time for an enterprise client within two weeks of deployment.
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