TSA positioned as a leader in ISG’s Provider Lens™

The pandemic has driven a significant shift in how Australian contact centres are managed, including agent responses to changing customer behaviours and needs. This trend is likely to continue over the next few years.

Customer contact centres will increasingly drive business success or failure based on the performance of agents. To succeed, organisations should have the right tools and information available to provide the optimal customer experience.

Report Highlights

• TSA delivers advanced AI-driven solutions through its partnership with AWS. Its innovation lab teams have strong expertise in designing and developing solutions, and these capabilities are built into its AWS cloud contact centre platform.
• TSA supports its clients in rapidly implementing remote-work voice and messaging solutions. This includes assisting clients in evaluating their work-from-home goals and optimising their operating model.
• TSA supports the management of all customer engagements via their social media channels, including customer enquiries, posting content and managing customer communication strategies. It offers a range of messaging solutions across chat, SMS, Facebook Messenger and WhatsApp. These solutions integrate existing customer channels and include promotional messages and service messages at the start of the customer journey.
• Analytics is a core part of TSA’s CX strategy. The company is investing significantly in operational self-service reporting and analytics functionality for its cloud contact centre platform, including call quality performance. It is also investing in automated quality assurance analytics, machine language interaction analytics and forecast planning analytics tools.