Probe CX enables tech-powered customer experience transformation in New Zealand

Probe CX, a tech-powered global customer experience leader, looks to expand its already growing presence within the New Zealand market. Probe CX has a rich history in New Zealand, dating back to their acquisition of the well-established Salmat in 2018. The company amplifies human capabilities with technological excellence to help clients become modern digital businesses and thrive in an ever-changing competitive landscape.

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"New Zealand organisations require innovative solutions that blend the best of technology and human ingenuity to deliver exceptional customer experiences," said Glen Finlayson, Country Manager of Probe CX New Zealand. "We are excited to partner with local companies and provide our proven expertise in designing, building and delivering digitally-enabled CX transformation."

Probe CX is already delivering significant value for New Zealand marquee organisations. When national telehealth provider Whakarongorau Aotearoa (WA) faced surging demands, Probe CX rapidly implemented agile workforce management (WFM) solutions that saved several million dollars in labour costs and reduced average contact centre handling times by 35%. The company set up a specialised local and offshore 'WFM Hub' team within two weeks. This supported WA’s clinical and non-clinical operations across voice, email SMS and other channels despite volatile volumes.

Probe CX brings a unique philosophy that blends human experience with technological innovation across its global team of 19,000 employees in five countries. Rather than an impersonal, technology-only approach, the company's human-led solutions start by deeply understanding each client's distinct culture, objectives and customer needs.

With this knowledge, their consultants then design tailored transformation strategies that harmonise people, process, data and advanced tools like AI in unified solutions developed with a rigorous focus on ethical and socially responsible practices. 

"We put ourselves in our clients' shoes to understand their unique needs and then tailor flexible transformation solutions that allow them to remain relevant and drive competitive advantage," continued Finlayson. "Our priority is creating environments for our technology, transformation, managed and outsourced services to thrive through a fabric of human experience and technological acumen."

With end-to-end capabilities spanning strategy through managed services delivery, Probe CX empowers clients to optimise experiences and become modern, hyper-relevant digital businesses. Its end-to-end service model allows Probe CX to partner with organisations holistically and drive sustainable business value.

Probe CX's expanding New Zealand presence builds on over 40 years of experience helping leading enterprises across 11 industries such as government, banking, insurance, retail, telecommunications and more deliver world-class customer experiences at global scale.