Case Study: TELUS achieves seamless omnichannel CX, higher NPS and reduced churn with Genesys

How Genesys supports the TELUS CX Vision by enabling closed loop communication and an omnichannel experience

TELUS, a major Canadian telecommunications provider with some 13 million customer connections, prides itself on best-in-class service but faced a fragmented customer journey and operational blind spots: interactions weren’t connected across channels, agents lacked visibility into workloads and productivity, resource allocation was reactive, and customers experienced unnecessary effort and inconsistent follow‑up.

TELUS deployed the Genesys Customer Experience Omnichannel Platform (including Conversation Manager and Intelligent Workload Distribution) to enable closed‑loop, omnichannel interaction and route work to the best‑suited agent. The change created single‑agent ownership and seamless channel continuity, lowering customer effort and boosting CSAT and NPS, driving down churn, increasing average spend and revenue, cutting contra revenue by about 7%, and dramatically improving agent satisfaction.

Telus

Carley Brandon

Strategy Manager