livepro and TSA Group Win BPO & Technology Vendor Partnership of the Year at the 2026 BPO Leader of the Year Awards
livepro and TSA Group won BPO & Technology Vendor Partnership of the Year at the 2026 BPO Leader of the Year Awards, presented by Matchboard, on 8 October 2026. The award recognises Luna, an AI voice agent that answers after-hours calls for Liverpool City Council residents. In its first three months, Luna answered more than 4,000 calls and resolved 70% of after-hours enquiries without human intervention, with zero resident complaints.
What award did livepro and TSA Group win?
livepro and TSA Group were named joint winners of BPO & Technology Vendor Partnership of the Year at the 2026 BPO Leader of the Year Awards, presented by Matchboard, on 8 October 2026.
The category recognises a business process outsourcer and a technology vendor whose partnership has made a significant impact on the market. It is a joint award: both organisations are named winners.
The submission centred on Luna, the AI voice agent the two companies brought to market together, and its deployment at Liverpool City Council in New South Wales.
What is Luna?
Luna is an AI voice agent that answers customer enquiries by phone, around the clock, using an organisation’s own approved knowledge.
It combines two things neither company could supply alone:
- livepro provides the governed knowledge management foundation. Every answer Luna gives is drawn from content the organisation has written, approved and keeps current, hosted onshore in Australia.
- TSA Group provides the Voice AI solution and the implementation expertise to deploy it, drawing on its experience operating contact centres at scale.
When an enquiry is complex or urgent, Luna escalates it to a person. Callers can reach a team member whenever human support is needed.
That combination addresses the most common failure point in voice AI deployments. Without a governed knowledge source, an AI voice agent generates plausible-sounding answers it cannot substantiate — unacceptable for a council, a government agency or a healthcare provider. Because Luna draws from livepro, council teams can update information centrally without rebuilding individual call flows or scripts.
What results has Luna delivered for Liverpool City Council?
Liverpool City Council services 42 suburbs across one of Australia’s fastest-growing local government areas, with its population expected to double over the next 20 years. The council introduced Luna to answer after-hours calls, resolve common resident enquiries and escalate urgent matters when required.
In the first three months, Luna:
- Answered more than 4,000 calls
- Resolved 70% of after-hours calls without human intervention
- Received zero resident complaints
- Gave the council visibility into the topics and services driving after-hours contact, which it previously lacked
- Reduced the backlog of after-hours enquiries that staff had to follow up during business hours
The Customer Service Institute of Australia wrote to the council commending the initiative as setting “a fantastic standard for high-growth metropolitan councils.”
Behind each of those calls is a resident with a practical problem. A bin that was not collected. Something that needs reporting. A parent checking whether the community centre is open this weekend. Before Luna, every one of those enquiries waited until the next business day.
Where else is Luna deployed?
Luna is currently live at two organisations: Liverpool City Council and I-MED Radiology Network.
I-MED Radiology Network is Australia’s largest diagnostic imaging network, operating more than 240 clinics nationally. Luna resolves approximately 20% of its general enquiries. Many of those callers are patients preparing for a scan who want a clear answer at a time when no one is on the phones.
Why did the partnership win?
The award recognises the partnership, not just the product. Three things distinguished it:
It is a capability trade, not a reseller arrangement. Each company contributes something the other does not have. Neither product delivers this outcome alone.
It operates with executive sponsorship on both sides. The two companies share visibility of each other’s business goals and actively work to advance the other’s strategy. That shows up as joint sales and marketing commitments, two-way lead generation, collaborative solution design in front of clients, and shared product development.
It is built for regulated environments. livepro and TSA Group already serve a shared client base across local government and public services, including Toowoomba Council, Mackay Council and SA Fines. These are settings where an inaccurate answer is never acceptable, and that constraint shaped how Luna was built.
What does this mean for councils and contact centres?
Australian councils are absorbing rising contact volumes with flat headcount, while residents increasingly expect answers outside business hours. Luna demonstrates that AI voice agents can close that gap in a regulated setting, provided the answers are grounded in approved knowledge rather than generated.
For contact centre leaders evaluating voice AI, the Liverpool City Council deployment offers a reference point: a public-sector organisation, a governed knowledge source, measurable resolution rates and no degradation in accuracy.
To find out how Luna could work for your organisation, contact livepro.
Who won BPO & Technology Vendor Partnership of the Year at the 2026 Matchboard BPO Exchange Awards?
livepro and TSA Group jointly won BPO & Technology Vendor Partnership of the Year at the 2026 BPO Leader of the Year Awards, presented by Matchboard, on 8 October 2026.
What is Luna?
Luna is an AI voice agent built by livepro and TSA Group. It answers customer enquiries by phone outside business hours and around the clock, drawing every response from an organisation’s own approved, governed knowledge base rather than generating answers. Complex or urgent enquiries are escalated to a person.
Which organizations use Luna?
Luna is deployed across local government and healthcare. Liverpool City Council uses it as its after-hours service for a local government area of 42 suburbs, and I-MED Radiology Network, the largest diagnostic imaging network in Australia, uses it across a footprint of more than 240 clinics. Luna is also servicing a vast array of clients across many use cases with our partner TSA Group.
How many calls has Luna handled for Liverpool City Council?
Luna answered more than 4,000 calls for Liverpool City Council in its first three months. It resolved 70% of after-hours calls without human intervention, and the council received zero resident complaints about the service.
How is Luna different from a standard AI chatbot or voice bot?
Luna answers only from content an organization has written and approved, managed in livepro’s knowledge management platform. It does not generate answers from a general-purpose language model, which is what makes it suitable for regulated and public-facing services where accuracy is mandatory.
Where is Luna’s data hosted?
In the organization’s own country. Luna’s knowledge base is hosted in-country, so data stays within the jurisdiction the organisation operates in and meets local data sovereignty and privacy requirements.
