Probe CX was awarded, for the third year in a row, the coveted leader position in all three categories in the 2023 ISG Provider Lens™ Quadrant Report for Customer Experience Services: Digital Operations, Hybrid Working Solutions and Social Media CX Services in Australia.
The 2023 ISG Provider Lens™ Quadrant Report provides highly respected insight into the strengths, competitive differentiators and unique selling points of leading service providers.
In their Australian 2023 report, ISG Provider Lens™ tracked providers across multiple service lines to determine the leaders within each against two axes: portfolio attractiveness and competitive strength. The majority of the positioning of providers is based on quantitative data and is comprised of survey data collected directly from providers, ISG internal or thorough secondary research.
ISG Provider Lens™ explained the reasoning behind announcing Probe CX as the leader across all three categories.
Digital Operations category
This quadrant guides businesses in outsourcing contact centre services. It emphasises key aspects of customer experience, including advanced technology for digital transformation. It evaluates providers on various criteria like global capabilities, technology solutions, industry-specific offerings and consulting services.
“Probe CX maintains its leading position as one of Australia’s key providers of contact centre digital operation services”, the ISG Provider Lens™ said.
“Probe CX’s comprehensive and broad range of CX-based solutions enables high-reliability service delivery to their clients. These services span customer management, consulting and intelligent automation, including a digital transformation practice specialising in UX design, process simplification, customer journey mapping and workforce optimisation.”
Noteworthy strengths highlighted by ISG include data analytics, digital deployment, automation and customer sentiment analysis. These very strengths have earned our team the prestigious Leader Award within the Digital Operations quadrant.
Hybrid Working Solutions category
In the 2022 Australian ISG Provider Lens™ Quadrant Report, this category was initially labelled as ‘Work from Home Services’, but it has since evolved to align with the prevailing trends in the current work environment.
The Hybrid Working Solutions quadrant evaluates service providers adept at facilitating effective hybrid work models for businesses in the evolving contact centre industry. This approach combines office and remote work, offering organisational flexibility.
“Probe CX has a wide range of technologies to support hybrid working”, the ISG Provider Lens™ said.
“Probe CX’s WFH functionality incorporates cloud-based security tools that function regardless of end users’ location and cloud-based identity management and authentication through a range of industry best practice suppliers, to provide peace of mind to their customers.”
Social Media CX Services
This quadrant assesses providers offering social media services with relevant technologies to provide seamless CX.
“For the third consecutive year, Probe CX continues as a Leader in the Australian social media CX services market”, ISG Provider Lens™ said. “Probe CX’s innovative social media CX offering provides staff with the processes and tools to support each client’s social media strategy. The company provides a blend of social media tools using its own software portfolio integrated with the client’s preferred toolset. This includes support for public and private messages and insights, analytics and content moderation.”
Robert Easton, Probe CX’s Chief Executive Officer, accredited the company’s success across the three areas to their unwavering commitment to delivering exceptional customer experiences on a global scale.
“Our strategy combines global and industry expertise with local customisation, providing our clients with digitally-enabled CX. We prioritise end-to-end solutions, robust IT architecture and data security to ensure our clients' success."
"Our continuous recognition in the ISG Provider Lens™ Quadrant Report reaffirms Probe CX's position as a leader in the industry. We've demonstrated our prowess in various areas, from contact centre and customer management to digital consulting, intelligent automation and analytics.”
As a leading global technology research and advisory firm, ISG Provider Lens™ uses its advisory experience and data-driven research to deliver the comparison of service providers. This year’s report paid credit to Probe CX’s broad services portfolio.
Click here to download a copy of the full report.
About ISG
ISG (Information Services Group) (Nasdaq: 111) is a leading technology research and advisory firm. A trusted business partner to more than 800 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries - a global team known for its innovative thinking, market influence, deep industry technology expertise, and world-glass research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information visit isg-one.com.
