The Five9 Intelligent CX Platform guide
Posted July 8, 2025Your customers deserve the best. And when it comes to delivering personalized and seamless customer experiences (CX), a robust CCaaS (Contact Center as a Service) solution is paramount. Discover how TELUS Digital (formerly TELUS International), together with Five9’s Intelligent CX Platform, drives e...
expert note
Compliance, trust and ethics
When reaching out to potential
partners, look
for enterprise-grade platforms, practices and policies. A key requirement is a deep commitment to data privacy and compliance with regulations like GDPR and SOC 2. The optimal partner should be a recognized leader in ethical AI practices, with proven processes for fraud prevention, contributor verification, platform security and data integrity.
Our team implements a multi-stage, zero-trust verification process that spans the entire data pipeline. Protocols include rigorous ID verification, anti-money laundering checks and facial recognition during contributor sourcing. Further, we require live video "selfies" to prevent fraud and flag high-risk individuals. During production, we continuously monitor expert identity, location and task accuracy with real-time event tracking and automated responses to ensure data quality and integrity. Further, our security architecture has built-in feedback loops that our sourcing team uses to refine data points and prevent any future fraudulent activity. This proactive strategy improves the quality of the data collected and reduces costs associated with fraud recovery.
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Within the AI data ecosystem, recent industry developments have raised valid concerns about issues such as data privacy, neutrality and sovereignty. While quality, speed and scale continue to be important factors, clients also want to be assured of ethical data sourcing, model transparency and partner impartiality.
Frontier model builders know that safeguarding their data supply chain against strategic vulnerabilities is paramount. For this reason, partnering with an AI data vendor committed to upholding neutrality has never before been more important.
The importance of leveraging a trusted AI data partner
The brisk pace of AI development has generated some incredible use cases. While monumental, so too are the potential threats posed by AI’s irresponsible use and the possibility of perpetuating and exacerbating inaccuracies and bias. To effectively mitigate against this, model builders must rely on diverse training datasets created by independent third-party AI data solutions partners who are neutral, ethical and exist to serve each client exclusively.
At TELUS Digital, we have delivered AI training data and post-training solutions to many of the world's leading technology and automotive companies. Our teams have supported frontier AI developers and hyperscalers with a wide range of projects, including data collection, annotation, relevance modeling and generative AI post-training across modalities like text, image and audio. We've also solved complex, high-context annotation challenges for global automotive OEMs and tier-1 suppliers. Some recent examples include:
- Creating an off-the-shelf dataset to advance the capabilities of large language models and fine-tune a clients’ AI model for scientific and mathematical reasoning.
- Using our proven field operations testing experience to create a high-quality dataset for training advanced driver assistance systems and autonomous vehicles (AVs).
- Assisting a leading U.S. autonomous vehicle tech developer in refining and improving their AV bot with our tailored fine-tuning datasets.
As a proven and trusted partner for top model builders, we have the breadth, resources and experience to take on AI projects of any scale or complexity.
Selection criteria for choosing the right data provider
The importance of leveraging the services of a neutral and trusted AI data solutions provider can’t be overstated. Consider the following criteria when narrowing down your selection.
Comprehensive capabilities
Real scale can be achieved through secure, diverse and global data solutions from a provider who is trusted by top model builders and enterprises. The right partner will help solve every step of the data problem — from collection, annotation and validation to post-training data via innovative product engineering and proven operational excellence.
At TELUS Digital, our extensive capabilities enable us to tackle any obstacles in your roadmap, ensuring seamless continuity and security for your model development strategy. From data gathering and annotation to intricate reasoning and agentic training, spanning computer vision and NLP to generative and agentic AI, we offer a comprehensive suite of solutions across various modalities and domains.
