WHAT WE DO
Probe CX designs and develops solutions for businesses ready to embrace the future. We produce great customer experiences. We synergise with our clients to ensure greater potency and constantly balance productivity and quality. We blend the best ideas with world-leading technology to make it easier for our partners to connect with their customers.
Services that deliver exceptional CX
Our personalised approach and powerful tools drive tangible results for businesses of all sizes.
Managed & Outsourced Services
- Contact Centre Operations
- Digital Operations
- Knowledge Services
- Shared Services
Technology & Transformation Services
- CX & Operations Strategy
- Digital Services
- Intelligent Automation
- Technology Services
- Data & AI
CLIENT SUCCESS STORIES
We’ve worked with many organisations around the world to identify their challenges and offer tailored solutions to help them reach their goals. Here are a just few client highlights.
Leading courier and freight provider reduces costs and AHT by 56 seconds using voice-to-chat volume deflection
Energy retailer achieved bad debt reductions of $3.2 million through credit collection optimisation
Outdoor retailer saved 40,000 labour hours through redesigned operations
Asia Pacific’s leading health and wellness group improved caller efficiencies by 75% with IVR implementation
Government sector meets 24/7 CX needs through virtual agent deployment
Domestic airline service increased voice channel NPS results from -13 to +16 by overhauling CX programs.
Where we came from and where we are going
From humble beginnings in 1979, we have grown to employ a dedicated team of 18,000-plus staff across five countries that is committed to helping our clients create environments for digitally-enabled CX to thrive. While we think like a large company when it comes to pursuing opportunities, we are like a family business when it comes to people. With multiple industry awards from leading research firms and institutions, we are on a mission to use our digital transformation capabilities and solutions to help clients become modern digital organisations.
Our vision is simple:
Purpose. People. Passion.
Passion is at the heart of our business. Passionate people are people with purpose and more likely to be engaged with their jobs and invested in the success of their clients.
WHO DO WE WORK WITH
We help clients across a number of industries ranging from household names to ambitious start-ups.
Probe CX has received more than 18 industry-recognised awards and accreditations from leading research firms and institutions.
Positioned 'Major Contender'
in the 2023 Everest Peak Matrix™ for Customer Experience Management (CXM).
Positioned as major contender Everest Group® said "Its digital and consulting offerings include contact center optimisation, customer journey mapping, CX strategy design, digital transformation, and predictive analytics to improve client operational efficiency."
Leader in 2023 ISG Provider Lens™
Quadrant Report back to back for the third year.
"Probe CX’s strategy centres worldwide and industry expertise are complemented by local delivery and customisation capabilities. The company offers next-generation digital enablers to enhance clients’ digital transformation journey and enable them to provide end-to-end capabilities, bespoke solution delivery, and robust IT architecture and data security."
Australian Best Practices Company of the Year Award 2023
Probe CX has been honoured with the coveted award from Frost & Sullivan for the 11th time.
"Probe CX continues to bolster investments to be recognised as the Australasian leader in digital CX transformation.”
The team that drives our passion to provide innovative, contemporary digital solutions with a human touch.
The industry-recognised certifications and chosen partners that help us protect what matters most to our clients and their customers.
Discover the importance of CX and what digital tools are changing the status quo in the banking and finance industry.Continue reading