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Data, Analytics & AI

CX Data Analytics for Customer Experience

We deliver CX data analytics, AI and automation solutions that help enterprise and government organisations turn every customer interaction into operational intelligence, measurable efficiency and better customer outcomes.

Our approach to data analytics for customer experience blends human expertise, secure data architecture, AI-enabled insight and practical implementation. The result is a connected CX ecosystem that helps your organisation reduce cost, improve service quality, strengthen decision-making and build long-term operational resilience.

Unlock value from every customer interaction
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Customer experience generates enormous volumes of data across calls, messages, digital channels, CRM systems, service workflows and operational teams. For many organisations, that data remains fragmented, underused or difficult to act on.

Probe CX helps transition CX operations from reactive and siloed to connected, intelligent and preventative. Our customer experience data and analytics solutions establish a unified, multi-tenanted data architecture that addresses the limitations of legacy systems, manual processes and disconnected reporting.

By applying data analytics customer experience strategies across every touchpoint, we give leaders clearer operational visibility, deeper customer insight and the ability to optimise for cost, efficiency, personalisation and performance at scale.

Explore our broader CX solutions to see how Probe CX connects data, technology and operational delivery across the customer lifecycle.
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Strategic data alignment

Implement a secure and scalable multi-tenanted analytical database to consolidate disparate data and precisely track digital ROI.

Trustworthy data insights

Ensure high accuracy in interaction tagging across all calls, eliminating the data blind spots caused by low-coverage manual sampling.

Proactive problem solving

Instantly pinpoint the underlying drivers of contact volume, allowing process fixes that significantly reduce customer complaint calls.

Significant efficiency gains

Deploy Probe CX Intelligent Automation to streamline operations, including a verified reduction in manual quality assessment.

Sustained CX uplift

Translate insights into direct actions that improve customer journeys and lead to measurable gains in metrics such as NPS and CES.

Our capabilities

Shaped by expertise. Augmented by AI.
Shaped by expertise. Augmented by AI.
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Assisted Customer

Digital Deflection & Self-
Service

Harness AI-powered platforms that utilise NLP and predictive analytics to increase self-service and drastically reduce manual effort. Transform reactive service into a strategic revenue and retention driver.

Conversational AI/IVR
Virtual Agent
Email AI
Predictive Engagement
Proactive Resolution

Augmented Agent

Efficiency & Performance Uplift

Drive agents’ continuous performance improvement through automation and generative AI assistance. Support consistent service delivery and reduce operational costs with centralised data and insights.

Agent Copilot
Intelligent Case Summarisation
Unified Desktop
Accelerated Onboarding
Adaptive Learning & Development

Enhanced Manager

Coaching, QA & Workforce Optimisation

Align agents with organisational objectives to foster a culture of improvement that drives productivity. Base every managerial decision — from recruitment to coaching — on objective, reliable intelligence.

Automated Quality Management (AQM)
Adaptive Performance Management
Actionable Insights
Intelligent Recruitment
Personalised Coaching

Digital Executive

Strategy & Architecture

Leverage deep data intelligence and power efficiency across front-, mid- and back-office operations for an optimal customer experience. Maximise ROI from all AI investments while minimising risk. 

AI & Advanced Analytics
CRM & Experience Design
Applied AI Operations
Automation & Integration
Billing as a Service (BaaS)
Taking a human-centered approach to digital excellence
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Why Probe CX

Taking a human-centered approach to digital excellence

We collaborate with clients to deeply understand their organisational goals, leveraging in-house expertise and vast technology partnerships to solve CX challenges.
People- and outcomes-led
Stewards of change
Proven partnerships
Insights translated into ROI

Optimise your digital ecosystem, starting with a CX Digital Discovery Session

Delivering measurable business impact

We help Australia’s biggest brands accomplish tangible results and exceed expectations. 

$2.9

In associated revenue

Generated to date by deploying a single Virtual Agent sales optimisation solution.

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-43

In average handling time

Transforming a major Australian retailer's contact centre with a digital-first approach.

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-50

Manual QA effort

Via Automated Quality Management within an energy operator's existing tech stack.

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Industries we support

45+ years of delivering exceptional customer experience
BFSI

Increase responsiveness, proactively manage risk and create long-term relationships while preserving trust. 
Government

Our experts implement efficiencies that support improved civilian engagement with government services. 
Healthcare

We help ensure equitable patient experiences and streamline service delivery with reduced operational cost.
Telecommunications

We help telcos effectively handle high volumes, ensure fast issue resolution and reduce customer churn.
Energy & Utilities

Drive self-service adoption to reduce cost-to-serve, while digital agents manage peak demand and service outages.
Retail & Ecommerce

Partner with us to retain customers and drive loyalty with experiences that contribute to revenue growth. 
Travel

Shape memorable experiences with 24/7 automated support to manage complex bookings and journey disruptions.
Mining

We offer advanced data-driven solutions focused on process optimisation, resulting in a competitive advantage. 
Transport & Logistics

Streamline operations and the customer journey to increase customer satisfaction with proactive exception management.

What’s trending in data and analytics

Let’s partner to evolve the customer experience

Contact our experts to see how our AI CX solutions could transform your organisation. 

Let’s partner to evolve the customer experiencer

Contact our experts to see how our AI CX solutions could transform your organisation.