IT Outsourcing Giant Telus International Buys 2,700-Person Customer Experience Powerhouse

IT outsourcing behemoth Telus International purchased an Ireland-based professional services firm that has bolstered the customer support capabilities of companies including Google Cloud and Airbnb.

Vancouver, Canada-based Telus International, No. 29 on the 2017 CRN Solution Provider 500, said its acquisition of a majority stake in Cork, Ireland-based Voxpro will enable it to provide more technical support and sales operations solutions to customers in the U.S. and throughout the globe.

’Together, we [will] provide a truly differentiated offering in the marketplace designed to meet our fast-growing partner demands for more locations, flexible and agile support structures, and highly engaged multilingual team members committed to customer service excellence,’ Jeffrey Puritt, Telus International president and CEO, said in a statement.

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The addition of 2,700 Voxpro employees and managers will bringing Telus International's employee base to almost 28,000 people across the globe serving customers in more than 35 languages. Terms of the deal, which was announced Wednesday, were not disclosed.

Voxpro's centers of excellence in Folsom, Calif., and Athens, Ga., will expand Telus International's U.S. footprint, enabling the company to provide a more comprehensive onshore offering to existing and prospective customers. And Voxpro's dedicated, shared or co-located customer support capabilities should provide Telus International with more diversity and flexibility in addressing customer needs.

Business services designed and delivered by Voxpro include multilingual customer experience and technical support, trust and safety, risk and fraud activity, social media management, sales and analytics, and harnessing product insight, the company said.

"We couldn't be more proud to find a fabulous partner like Telus International – a company that shares our entrepreneurial spirit and relentless drive to redefine and disrupt the outsourcing industry when it comes to serving the customer experience needs of such important brands," Dan Kiely, Voxpro co-founder and CEO, said in a statement.

Voxpro's existing customers, meanwhile, will benefit from Telus International's robust global infrastructure, track record of customer experience innovation, and excellence in omnichannel support, cloud contact center and analytics, according to the statement. The company will now operate as "Voxpro – powered by Telus International," and has a physical presence in Ireland, the U.S., Romania and the Philippines.

From an outsourcing perspective, Voxpro said it works with U.S. companies that wish to scale their operations in Europe. The company provides support in 15 languages, delivered by native speakers of languages such as English, German, Russian, French, Spanish, Dutch, Italian and Portuguese.

The company prides itself on white-glove customer support services, which includes product component, billing and administrative troubleshooting as well as support for the developer community. And from a security standpoint, Voxpro said it provides fraud analysis, vetting, verification and risk mitigation.

Voxpro assigns customer specialists and conducts systematic workflow reflection to help facilitate the sharing of insight, intelligence and optimization initiatives. The company said its supply chain engagement approach incorporates the fulfillment of orders, supplier partner collaboration, product installation and troubleshooting support.

Voxpro has received numerous industry accolades, including being named one of Ireland's best managed companies by Deloitte for the fifth consecutive year.

Telus International, meanwhile, was recognized as the Outsourcing Provider of the Year at the 2017 Call Center Week Excellence Awards.

Telus International currently supports more than 200 million customer interactions each year across the technology, financial services, gaming, travel and hospitality, and health-care verticals, the company said. Those interactions take place across voice, email, chat and social media.