Probe CX awarded Australian Best Practices Company of the Year Award for CX Outsourcing by Frost & Sullivan
Probe CX has been honoured with a coveted award from Frost & Sullivan for the 11th time. Frost & Sullivan, renowned for its rigorous evaluation process, carefully assessed numerous nominees before selecting Probe CX as the award recipient.
The award recognises Probe CX's excellence across various criteria in the Australian customer experience outsourcing services sector. The company's commitment to delivering a comprehensive suite of intelligent customer experience (CX) services, tailored to the evolving demands of today's connected digital era, has set it apart in the industry.
Established in 1979, Probe CX has solidified its reputation as a distinguished CX service provider, offering a wide range of CX, digital, shared, knowledge and managed services. Notably, the company's ability to provide customised end-to-end solutions, including lead generation, inbound and outbound sales, customer service and more, has been a key factor in its success.
“Probe CX continues to bolster investments to be recognised as the Australasian leader in digital CX transformation”, stated Krishna Baidya, Director of ICT Practice at Frost & Sullivan.
Over the past four years, Probe CX's strategic acquisitions have propelled it to serve over 750 clients in 32 locations across five countries, supported by a workforce of over 18,000 employees. This expansion, coupled with a suite of end-to-end CX solutions, positions Probe CX as a leader in the Australian CX outsourcing services market.
Commitment to value creation is at the heart of Probe CX's success story. The company has been at the forefront of customer experience digitisation, embracing innovative solutions such as intelligent automation, natural language speech recognition, conversational AI and data analytics to enhance CX. Its 2022 acquisition of Innovior further strengthens its digital capabilities.
Moreover, Probe CX's dedication to customer focus is evident in its human-centric design approach, tailored solutions and regular client engagement, which fosters higher satisfaction and loyalty.
Financially, Probe CX's solid performance reflects its focus on the region, expansion of its client portfolio and growth in core domestic markets. The company's digital CX consulting services have gained traction across various verticals, making it a preferred choice for organisations seeking digital transformation.
“Financial success is a testament to the company’s focus on the region and the continued expansion of its client portfolio in recent years”, adds Baidya.
Continuous improvement is embedded in Probe CX's culture, evident in its 'Lean digital' approach and best practice processes. The company actively seeks feedback from clients, adapts to industry challenges and collaborates with clients to deliver superior value.
As Probe CX continues to innovate and expand its service offerings, it reinforces its brand equity, setting the stage for outsourcing solutions in Australia.
Robert Easton, Probe CX’s Chief Executive Officer, attributes the company's remarkable success to its unwavering commitment to excellence and its relentless pursuit of client satisfaction.
“Underpinning our achievements is a strategic blueprint that places client satisfaction at the forefront, alongside our dedication to fostering digital empowerment and crafting intelligent solutions that cater to our client's specific requirements.”
“Our journey has seen us expand our service portfolio, enter new markets and establish a broader operational footprint, all thanks to strategic alliances and acquisitions. From our humble beginnings, we have transformed into an industry leader, driven by our steadfast commitment to service excellence and an unyielding passion for exploring new opportunities.”
"Probe CX has won the Australian Company of the Year Award in the CX outsourcing services industry from Frost & Sullivan 11 times. This serves as a testament to our relentless pursuit of excellence and our enduring commitment to our clients and partners."
Frost & Sullivan's Company of the Year Award stands as its highest accolade, bestowed upon the market participant that embodies visionary innovation, sets the benchmark for market performance, and consistently delivers unparalleled customer care.
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