TSA Telco Group

Customer Experience Outsourcingtsagroup.com.au

TSA Telco Group is an Australian CX outsourcing and technology provider serving large enterprise clients with omnichannel contact centre services, the Next-Gen CX Platform built on AWS Amazon Connect, AI virtual agents (Dial.ogue), and CX consulting, delivered via a 4,000+ person Australia-Philippines workforce.

Company typePrivate
Founded1997
HeadquartersPerth, Australia
Headcount51–100
GTM typeB2B
OfferingServices

What TSA Telco Group does

TSA Telco Group is an Australian customer experience (CX) outsourcing and technology provider, founded in 1997 in Western Australia and operating as a privately held entity under Telco Services Australia Proprietary Limited. The company delivers end-to-end contact centre services spanning customer care, sales and customer acquisition, back office support, collections, messaging, and social media management, primarily to large enterprise brands and government clients across Australia, the Philippines, and New Zealand. Its service delivery is anchored by a SmartShoring hybrid model that blends onshore Australian operations with a Philippines-based delivery centre in Manila.

The company's technology foundation is the Next-Gen CX Platform, a cloud-based omnichannel contact centre built in collaboration with AWS on Amazon Connect, paired with a proprietary Proactive Outbound engine for campaign management and the Dial.ogue AI-powered virtual agent product launched in 2025. TSA has developed complementary proprietary innovations including Cerebro (T&C scripting automation) and offers knowledge management services through a partnership with livepro, and voice AI strategy services through a partnership with Phonely. The platform integrates speech recognition, NLP, predictive analytics, and automation across voice, messaging, email, chat, and social channels, and is complemented by CX consulting services covering learning design, business intelligence, and digital strategy.

TSA generates revenue through managed services contracts for contact centre outsourcing, subscription-based platform deployment, usage-based pricing for AI virtual agents, and professional services for consulting engagements. Pricing is quote-based with multi-year enterprise contracts and seat configurations ranging from under 20 to 100+ seats. The company maintains five Australian offices (West Perth, Adelaide, Melbourne, Brisbane) plus the Manila operations centre, employs over 4,000 team members, and is led by CEO Luke Kenny alongside CFO Jason Webster and COO Zahra Peggs. No disclosed parent company, private equity backing, or external institutional investment is reported in the available materials.

TSA Telco Group firmographics

Firmographics

Name: TSA Telco Group
Legal name: Telco Services Australia Proprietary Limited
Website: https://tsagroup.com.au
Company type: Private
Founded year: 1997
Operating status: Operating
Headcount range: 51–100 employees
Short description: TSA Telco Group is an Australian CX outsourcing and technology provider serving large enterprise clients with omnichannel contact centre services, the Next-Gen CX Platform built on AWS Amazon Connect, AI virtual agents (Dial.ogue), and CX consulting, delivered via a 4,000+ person Australia-Philippines workforce.
Ownership category
akta.pro rank

TSA Telco Group industry classification

Industry

Product category: Customer Experience Outsourcing
NAICS: Telephone Call Centers (56142), Custom Computer Programming Services (541511), Telemarketing Bureaus and Other Contact Centers (561422)
SIC: Services-Computer Programming, Data Processing, Etc. (7370), Services-Management Consulting Services (8742)
akta.pro primary industry: Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)
akta.pro secondary industries: Customer Experience (CX) & Digital Experience (BPAHAEAC), AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO), Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA)

Keywords

Contact centre outsourcing
Customer experience consulting
Cloud contact centre platform
AI virtual agents
B2B sales campaigns

Where TSA Telco Group is headquartered

Location

Headquarters

HQ city: Perth
HQ country: Australia
HQ region: Oceania

Offices5 records

Markets served

TSA Telco Group business model

Business model

GTM type: B2B
Offering type: Services
Cost components: Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

Contact Centre Outsourcing: End-to-end contact centre outsourcing services including customer care, acquisition, sales, back office and collections. Revenue generated through service contracts with enterprise clients.
CX Technology Platform: Cloud-based Contact Center as a Service (CCaaS) platform delivered through AWS Amazon Connect. Revenue from platform deployment, integration and ongoing managed services.
Virtual AI Agents: AI-powered virtual agent services providing 24/7 customer support automation. Revenue generated through usage-based or subscription pricing.
CX Consulting Services: Consulting services including knowledge management, learning design, voice AI strategy, business intelligence, and digital strategy. Professional services revenue.
SmartShoring: Hybrid delivery model combining Australian and Philippines-based teams. Blended pricing for onshore/offshore service delivery.

Pricing tiers

Model	Billing	Price
Subscription	Multi-year contract	Contact Centre Outsourcing - Flexible seat configurations

Go-to-market motion2 records

Distribution channels4 records

Marketing channels4 records

TSA Telco Group product offering

Product offering

Core offering

TSA Group delivers outsourced contact centre services (customer care, sales, acquisition, back office, collections) and a proprietary cloud-based Next-Gen CX Platform built on AWS Amazon Connect, paired with the Dial.ogue AI virtual agent product and a CX consulting practice spanning knowledge management, learning design, voice AI strategy, business intelligence, and digital strategy. Services are delivered onshore in Australia, offshore in the Philippines, or via the hybrid SmartShoring model.

Product overview

TSA Group operates as a customer experience (CX) technology and services company offering a unified portfolio spanning managed CX services, a proprietary cloud CX platform, and specialised consulting. At its core is the Next-Gen CX Platform — a cloud-based omnichannel contact centre built on AWS Amazon Connect, paired with a proprietary Proactive Outbound engine for outbound campaign management. The platform integrates voice, messaging, email, chat, SMS, and social channels alongside AI capabilities including the Dial.ogue virtual AI agent product. TSA's service layer encompasses contact centre outsourcing (sales, customer care, collections, back office), CX technology modules (contact centre software, managed services, bespoke solutions), and CX consulting (knowledge management via livepro, learning design, voice AI strategy via Phonely, business intelligence, CX & digital strategy, contact centre support, and people management). The portfolio is delivered through an onshore/offshore SmartShoring model across Australia and the Philippines.

Differentiator

Problem solved

Functional benefit

Brands

Dial.ogue: AI-powered virtual voice agent that handles customer enquiries with natural, human-like responses, available 24/7.
livepro
Next-Generation CX Platform

Products and services

Dial.ogue (Virtual AI Agents) AI-powered virtual voice agent product for enterprise customer engagement automation across voice and chat channels. Available 24/7 with natural, human-like conversational responses.
Next-Gen CX Platform Cloud-based omnichannel contact centre platform built on AWS Amazon Connect, providing inbound/outbound voice, messaging, email, chat and social channels via a single integrated platform with AI and real-time reporting.
Call Centre Outsourcing End-to-end contact centre outsourcing covering customer care, acquisition, sales, back office and collections. Delivered onshore in Australia, offshore in the Philippines, or via the hybrid SmartShoring model.
Sales & Customer Acquisition B2B and B2C sales campaigns, new customer acquisition, customer lifecycle management, retention, win-back and re-engagement delivered across voice, chat and messaging channels.
Customer Care

Quantifiable outcome

19% reduction in T&C scripting length with up to 7 minutes talk time saved per agent per call
+4 more outcomes

Companies that use TSA Telco Group

Customer profile

Named customers5 records

Segments4 records

Ideal customer profiles3 records

TSA Telco Group technology and API

Technology

Technology focussed Yes

API detail

Has API: No
API docs
API detail

Core technology

AI maturity

App detail

Integration7 records

AI capability10 records

Feature5 records

TSA Telco Group partnerships and signals

Strategic signal

Partnerships

Three partnerships are on record, tiered core.

Amazon Web Services (AWS)coreTechnology or Integration · 1 January 2020Strategic collaboration with AWS to deliver Next Gen CX Platform powered by Amazon Connect. TSA is an AWS Consulting Partner with nearly three decades of contact centre experience. The platform offers omnichannel capabilities with voice, messaging, email and social channels.
liveprocoreTechnology or IntegrationTSA is livepro's preferred implementation partner for knowledge management services. Combines livepro's platform expertise with TSA's frontline contact centre insight to build effective knowledge systems.
PhonelycoreStrategic or Co-development PartnerTSA is Phonely's implementation partner for Voice AI solutions. TSA designs, builds and optimises solutions drawing on real contact centre expertise while Phonely provides AI capability. Together they deliver automation that enhances conversations and drives measurable customer outcomes.

Scale indicators6 records

Recent moves8 records

Expansion highlights5 records

TSA Telco Group competitors and assessment

Company assessment

Broad incumbents

Teleperformance: Teleperformance is one of the world's largest CX/BPO operators with a strong APAC presence including Australia and the Philippines. Competes with TSA across contact centre outsourcing and digital CX services for large enterprise brands.
Concentrix: Concentrix is a global Fortune 500 CX/BPO and CCaaS provider with thousands of enterprise clients worldwide. While much larger and globally diversified, it directly competes with TSA for Australian enterprise outsourcing contracts and offers overlapping technology services.
Foundever (formerly Sitel/TTEC Australia): Foundever is a major global CX/BPO provider operating across multiple geographies including Australia. Competes with TSA for enterprise outsourcing contracts and offers similar omnichannel and digital CX capabilities.
TTEC Holdings: TTEC is a major global CX/BPO and technology provider with APAC operations. Competes with TSA across enterprise contact centre outsourcing and digital customer experience engagements, particularly for multinational clients.

Others

Genesys: Genesys is a leading global CCaaS and CX platform vendor offering cloud contact centre technology that competes with TSA's AWS-based platform offering. While primarily a technology provider, Genesys often partners with or competes against regional BPO players for enterprise CX transformation deals.
Amazon Connect (AWS): Amazon Connect is the underlying CCaaS platform on which TSA's Next-Gen CX Platform is built. While not a direct competitor, AWS's direct sales motion and partner ecosystem can disintermediate TSA or compete for the same enterprise clients seeking cloud contact centre solutions.

Direct peers

Stellar (formerly Stellar Asia Pacific): Stellar is a large Australian-headquartered CX/BPO operator with significant Philippines operations. Highly comparable to TSA in onshore/offshore hybrid delivery, target verticals (telco, utilities, financial services), and enterprise customer base.
Probe Group: Probe Group is one of Australia's largest privately owned CX/BPO providers, offering outsourced contact centre, sales, and digital services to enterprise clients across Australia and the Philippines. Directly comparable to TSA in scale, delivery model, and target customer segments.
Salmat: Salmat is an Australia-based contact centre outsourcing and customer communications provider. Historically a direct competitor to TSA in Australian enterprise CX outsourcing, with overlapping services in customer care, sales, and collections.

Regional players

Datacom: Datacom is a large Australia/NZ-headquartered IT services and BPO provider with contact centre outsourcing capabilities. Comparable to TSA in regional enterprise focus, though its broader portfolio includes systems integration and managed IT services beyond CX.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

TSA Telco Group compliance and trust

Trust signal

Compliance2 records

TSA Telco Group financial estimates

Financial estimate

Revenue estimate

Valuation estimate

TSA Telco Group leadership team

Management profile

Number of profiles

Profiles8 records

TSA Telco Group funding detail

Funding detail

Funding overview

Funding rounds

Investors

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

TSA Telco Group M&A and investment

M&A and investment

M&A

Investments

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

Frequently asked questions about TSA Telco Group

What does TSA Telco Group do?

Is TSA Telco Group a public or private company?

TSA Telco Group is a private company. It is classified as management employee owned and is currently operating.

When was TSA Telco Group founded?

TSA Telco Group was founded in 1997. It employs 51 to 100 people.

Where is TSA Telco Group based?

TSA Telco Group is headquartered in Perth, Australia, in the Oceania region.

How does TSA Telco Group make money?

Five revenue lines are on record. Contact Centre Outsourcing is the primary driver. The others are CX Technology Platform, virtual AI Agents, CX Consulting Services and smartShoring.

Who are TSA Telco Group's main competitors?

Broad incumbents on record are Teleperformance, Concentrix, Foundever (formerly Sitel/TTEC Australia) and TTEC Holdings. Others are Genesys and Amazon Connect (AWS). Direct peers are Stellar (formerly Stellar Asia Pacific), Probe Group and Salmat. Datacom is listed as a regional player.

Does TSA Telco Group have an API?

No public API is recorded for TSA Telco Group.

What industry is TSA Telco Group in?

TSA Telco Group's product category is Customer Experience Outsourcing. Its primary akta.pro industry code is HDAIAHAF, Contact Center (CCaaS) & Customer Engagement Voice, with a secondary code of BPAHAEAC, Customer Experience (CX) & Digital Experience. Its NAICS code is 56142 and its SIC code is 7370.