Innovation Name: Cerebro
Awards: 7th Most Innovative Professional Services Company
TSA’s innovation is targeted at solving the negative impacts associated with their Contact Centre Agents having to work across multiple, disparate client systems to manually piece together scripting to communicate critical information to customers. Cerebro is a tool that provides our agents with a centralised solution to communicate critical product and T&Cs information to customers.
Initially deployed in a telco sales environment, it has been developed to be leveraged in all environments where critical information is housed in multiple sources, and where dynamic scripting is required, for example to cover multiple products (e.g. NBN and Mobile), and variations (e.g. price models and upgrades).