G2

Sherra K.

Enterprise (> 1000 emp.)

9/29/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"A Trusted Partner: Delivering Scalable Results for Lumen"

5/5

What do you like best about TELUS Digital?

What I value most about TELUS Digital is the partnership and shared commitment to success. Despite being thousands of miles apart, the TELUS team operates as an extension of the Lumen team, with strong communication, transparent reporting, and a continuous-improvement mindset. Their leaders foster a positive, collaborative culture while reinforcing training, coaching, and quality practices that drive consistent results. Most importantly, they are deeply invested in supporting both Lumen and our customers, making them a trusted partner and an important contributor to the success of the BPO program. Review collected by and hosted on G2.com.

What do you dislike about TELUS Digital?

If I had to identify a challenge, it would simply be the geographic distance. Working across time zones and separate networks can occasionally create communication or IT hurdles, but the TELUS team consistently overcomes those obstacles through strong collaboration and responsiveness. Having worked closely together for nearly two years, my only disappointment is that I have not yet had the opportunity to meet the team in person. Overall, TELUS has been an outstanding partner, and I look forward to continuing our work together and hopefully meeting the team face-to-face in the near future. Review collected by and hosted on G2.com.

Recommendations to others considering TELUS Digital:

My recommendation is to clearly define your objectives, operating model, and team structure before launching. Determine the right mix of leadership, trainers, quality resources, and operational support needed to achieve your goals, and be prepared to invest time in onboarding and integrating the TELUS team. Much like TELUS's role as Lumen's BPO partner, the most successful outcomes occur when the vendor is treated as an extension of your organization rather than a separate entity. TELUS brings strong talent and operational expertise, but success ultimately depends on shared ownership, clear expectations, and a commitment from both organizations to work toward the same goals. Review collected by and hosted on G2.com.

What problems is TELUS Digital solving and how is that benefiting you?

TELUS Digital helps Lumen solve a critical renewal capacity challenge by providing a scalable, dedicated team focused on proactively engaging customers with expiring Core 4 contracts before revenue is at risk. Their renewal-focused operating model increases customer coverage improves consistency in the renewal process, and ensures at-risk opportunities receive timely outreach. As a result, Lumen is better positioned to reduce churn, protect recurring revenue, and allow Customer Success teams to focus on more strategic customer engagement and growth initiatives. Over the past 1.5 years, TELUS Digital has generated more than $2 million in MRR impact, demonstrating its value as a trusted partner in strengthening revenue retention and supporting Lumen's long-term customer success strategy. Review collected by and hosted on G2.com.