What TSA Group does

TSA Group is an Australian customer experience (CX) outsourcing and technology provider founded in 1997 and headquartered in Perth, with operations across Australia, the Philippines, and New Zealand. The company employs over 4,000 team members and serves more than 100 enterprise clients across eight verticals including telecommunications, utilities, government, financial services, retail, travel, and healthcare. Named customers include Telstra, Air New Zealand, a leading global home appliances retailer, and major utility and retail providers. The company operates a hybrid onshore-offshore delivery model branded as SmartShoring, combining Australian cultural alignment with Philippines cost efficiency.

TSA's core technology stack is anchored by a Next-Generation CX Platform built in collaboration with AWS using Amazon Connect, providing omnichannel capabilities across voice, chat, email, SMS, and social media channels. The company has developed proprietary AI-powered products including Dial.ogue virtual AI agents, Cerebro (a dynamic T&C scripting automation tool), and a Proactive Outbound Engine. These capabilities are complemented by strategic partnerships with Phonely for Voice AI implementation and livepro for knowledge management.

Revenue is generated through multiple streams: multi-year managed services contracts for contact centre outsourcing, seat-based subscriptions for the CX platform and AI products, professional services for CX consulting engagements, and bespoke software development. Pricing is quote-based with delivery location (onshore Australia, offshore Philippines, or SmartShoring hybrid) and seat count as key variables. The company has no disclosed revenue, no external parent company or institutional ownership, and operates as Telco Services Australia Proprietary Limited and Telco Sales Australia Proprietary Limited. Recent strategic moves include a 2025 Phonely partnership, 2025 Dial.ogue product launch, 2025 ISO/IEC 27001 certification, and a 2026 strategic investment in Phonely's Series A round.

Name

TSA Group

Legal name

Telco Services Australia Proprietary Limited and Telco Sales Australia Proprietary Limited

Website

https://tsagroup.com.au

Company type

Private

Founded year

1997

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

TSA Group is an Australian CX outsourcing and technology provider delivering contact centre services, AI-powered voice agents, and cloud-based omnichannel platforms to 100+ enterprise clients across telco, utilities, government, retail, and healthcare sectors.

Ownership category

akta.pro rank

Product category

Customer Experience Outsourcing

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Management Consulting Services (54161)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK), Customer Experience (CX) & Digital Experience (BPAHAEAC), Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ)

Keywords

• Contact centre outsourcing
• Customer experience solutions
• Cloud CX platform
• AI voice agents
• CX consulting services

Headquarters

HQ city

Perth

HQ country

Australia

HQ region

Oceania

Offices5 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. Contact Centre Outsourcing Services: End-to-end contact centre outsourcing including customer care, acquisition, sales, back office, and collections services delivered through onshore Australian teams and offshore Philippines operations with SmartShoring model
2. CX Consulting Services: Consulting engagements for CX transformation, knowledge management, learning design, voice AI strategy, business intelligence, and digital strategy
3. CX Technology Solutions: Cloud-based CX platform delivery, implementation, managed services, and bespoke software development leveraging AWS/Amazon Connect
4. Virtual AI Agents (Dial.ogue): AI-powered voice agent deployment with local Australian data hosting for 24/7 customer support automation

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels6 records

Core offering

TSA Group provides end-to-end customer experience (CX) solutions for enterprise brands, combining onshore Australian contact centre operations with offshore Philippines delivery through a SmartShoring hybrid model. The company delivers contact centre outsourcing (customer care, acquisition, sales, back office, collections), AI-powered voice agents (Dial.ogue), a cloud-based omnichannel CX platform built on AWS/Amazon Connect, and CX consulting services including knowledge management, learning design, and voice AI strategy.

Product overview

TSA Group offers a unified CX platform-plus-services architecture combining proprietary AI-powered products with consulting and outsourcing services. The core offerings include Virtual AI Agents (Dial.ogue) for automated voice and text interactions, the Next-Generation CX Platform built on AWS Amazon Connect for omnichannel delivery, and Virtual AI Agents for 24/7 customer support. These are complemented by CX Technology Solutions encompassing contact centre software, managed services, and bespoke integrations. The service layer includes Call Centre Outsourcing, Messaging, Social Media, Back Office Support, and CX Consulting with specialised offerings in Knowledge Management Services, Learning Design Services, and Voice AI Strategy & Implementation. The portfolio also includes Cerebro, an internal innovation for dynamic scripting and T&C automation. Together, these products enable end-to-end customer engagement across voice, digital, messaging and social channels.

Differentiator

Problem solved

Functional benefit

Products and services

• Virtual AI Agents (Dial.ogue) AI-powered virtual agents that handle customer enquiries with natural, human-like responses instantly 24/7, reducing wait times and staffing challenges. Dial.ogue voice agent answers calls, supports customers, and triggers actions on behalf of businesses with local Australian data hosting.
• Next-Generation CX Platform Cloud-based CX platform built in collaboration with AWS using Amazon Connect, providing omnichannel contact centre capabilities with voice, messaging, email and social channels, integrated CRM/WFM systems, and machine learning-powered personalization.
• Call Centre Outsourcing End-to-end contact centre outsourcing including customer care, acquisition, sales, back office and collections services delivered onshore in Australia, offshore in the Philippines, or through a hybrid SmartShoring model.
• Messaging Messaging solutions including chat, SMS, Facebook Messenger and WhatsApp for customer engagement across digital channels, achieving 3-4x higher sales conversion rates vs phone-only queues.
• Social Media Social media consulting and engagement solutions for customer support, complaints resolution and sales through social channels.
• Back Office Support BPO support services including processing, data entry, order management, payments, collections and administration.
• CX Consulting Customer experience consulting including knowledge management, learning design, business intelligence, and CX transformation services.
• Knowledge Management Services livepro implementation and support for designing, building and managing knowledge systems that support teams and improve customer experience in contact centre operations.
• Learning Design Services Practical, scalable training solutions for contact centres and service-based teams, from onboarding to leadership development.
• Voice AI Strategy & Implementation Voice AI consulting services including strategy design, implementation and optimisation using Phonely partnership and Dial.ogue technology to deploy AI-powered voice agents for enterprise clients.

Quantifiable outcome

• 19% reduction in T&C scripting length with up to 7 minutes of talk time saved per agent per call
• +6 more outcomes

Named customers6 records

Segments8 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

AI capability10 records

Feature5 records

Partnerships

Three partnerships are on record, tiered core.

• PhonelycoreStrategic or Co-development Partner · 1 January 2025TSA Group is Phonely's implementation partner of choice for Voice AI deployment. Phonely is an AI-powered voice agent platform (raised $16M Series A, $140M+ valuation) that handles business phone calls with 99.7% accuracy. TSA designs, builds, and optimizes solutions drawing on real contact centre expertise. Phonely originated from University of Melbourne AI research.
• Amazon Web Services (AWS)coreTechnology or Integration · 1 January 2020TSA is an accredited AWS Consulting Partner and collaborated with AWS to build the Next-Gen CX Platform leveraging Amazon Connect. The partnership provides access to cloud infrastructure, Contact Centre as a Service capabilities, machine learning tools, and AWS service ecosystem for CX delivery.
• liveprocoreTechnology or IntegrationTSA is livepro's preferred implementation partner for knowledge management services. livepro is a knowledge management platform that TSA uses to design and deliver knowledge systems for contact centre operations, helping organizations make knowledge accessible and effective for frontline teams.

Scale indicators6 records

Recent moves8 records

Expansion highlights6 records

Broad incumbents

• Foundever: Global CX outsourcing and technology provider (formerly Sitel/TTI), operating 150+ sites worldwide. Direct overlap with TSA's contact-center outsourcing, CX consulting, and AI-enabled services.
• TTEC Holdings: Global customer experience technology and services company with AI-enabled CX platform (TTEC Engage) and large BPO footprint. Competes across the same enterprise outsourcing and CX technology stack as TSA.
• Genesys: Global cloud CX platform vendor (Genesys Cloud) providing contact-center software, AI, and workforce engagement management. TSA integrates with Genesys-adjacent capabilities and competes for the same enterprise CX technology budgets.
• Teleperformance: Global leader in customer experience management and digital integrated business services, operating hundreds of thousands of seats worldwide. Competes for the same enterprise BPO contracts but at much greater scale and geographic reach.
• Concentrix: Global CX and BPO provider with deep omnichannel contact-center capabilities and technology-led offerings. Targets the same enterprise clients for outsourced customer engagement, sales, and CX technology.
• Datacom: Large ANZ-headquartered IT services and business process outsourcing provider with significant contact-center and CX capabilities serving Australian and New Zealand enterprises. Same geographies and enterprise buyer profiles.

Direct peers

• Probe Group: Australian-owned CX and BPO provider with similar omnichannel contact-center outsourcing, voice/non-voice services, and enterprise customer base across Australia. Most direct head-to-head competitor in the local market.
• Etech Global Services: US-headquartered CX and AI-enabled contact-center outsourcer with similar profile, technology-forward delivery model, and co-invested alongside TSA in Phonely. Comparable size and customer-engagement focus.

Regional players

• Stellar Philippines / Stellar BPO Services: Australia- and Philippines-based outsourcing provider with comparable SmartShoring-style delivery model, contact-center operations and enterprise CX services across APAC.
• Salmat: Historically one of Australia's largest contact-center and CX outsourcing providers, serving enterprise and government clients across Australia. Closest Australian legacy incumbent to TSA's positioning.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/tsa-group

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments1 record

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about TSA Group