Telus to expand Philippine AI operations in shift away from traditional call centers

Canadian communications technology firm TELUS Corp. plans to increase its investments in the Philippines in the coming years to support the growth of its artificial intelligence (AI)-related services, according to the Department of Trade and Industry (DTI). In a statement, the DTI said the company is expected to boost both its capital and employment investments, depending on specific growth benchmarks for its local operations. While concrete investment figures have not yet been disclosed, Trade Secretary Cristina Roque said TELUS’ commitment to expand its Philippine operations reflects the country’s position as a global hub for digital services. “TELUS has been with the Philippines for more than two decades, creating quality jobs for Filipino talent and helping move the country from traditional outsourcing to higher-value digital work,” Roque said. “Its growth in AI, healthcare support, software engineering, and workforce development supports our goal of preparing Filipino workers for the next stage of the global services economy.” TELUS, through its local unit TELUS Digital Philippines, has invested nearly $180 million in the country since 2018 and employs more than 24,000 workers. Operating across nine sites in Metro Manila and Iloilo, the company supports global clients in customer experience, digital services, technical support, financial services, back-office operations, and AI-enabled capabilities. Roque noted that TELUS’ future expansion comes as the local information technology and business process management (IT-BPM) sector continues to post steady year-over-year growth. The IT-BPM sector is projected to increase its revenues by 5% to $42 billion this year from last year’s $40 billion, providing employment to 1.97 million Filipinos. “The Philippines is ready for higher-value work. Through partners like TELUS, we are building stronger pathways for Filipino workers to participate in AI-enabled services, digital health, software engineering, and other technology-driven industries,” Roque added. TELUS’ investment plans were discussed during President Ferdinand “Bongbong” Marcos Jr.’s recent state visit to Canada, where he also met with executives from NQX, another Canadian IT-BPM firm. According to the DTI, NQX—which operates in the country through Quantrics Enterprises Inc.—is pursuing a $10.3 million investment (roughly ₱632 million) to develop new facilities in Luzon. This expansion is expected to support the company’s growing contact center outsourcing, customer experience consulting, and digital solutions businesses. "This expansion is a testament to the Philippines being a trusted destination for global business services,” Roque said.