Case Study
Increase contact centre capacity by 463% with AI
Electricity and gas provider implemented AI-powered IVR systems and a flexible staffing model to meet increased caller surge demands.
Case Study
International airline increases ancillary revenue by 97% with sales optimisation program
Experiencing substantial growth but low profitability margins?
Case Study
Global insurance group triages 90% of customer queries with generative AI
Is your customer service team struggling to answer an overwhelming amount of customer email queries? Across multiple shared mailboxes? It's time to automate.
Case Study
Government contact centre increases CX index by 65% with quality assessment program
Want to enhance customer satisfaction and elevate the customer experience in your contact centre?
Case Study
Collections agency reduces long-term aged receivables by 83% with debt
Experiencing challenges in your contact centre's debt collection efforts? Need to enhance efficiencies while optimising your debt recovery process?
Case Study
Private healthcare provider reduces medical billing expenses by 70% with automation
Are you experiencing delays in employee onboarding and negative feedback due to inefficient retrieval of internal policies and procedures?
Case Study
Healthcare provider uses generative AI to save 30 minutes per day, per user on information gathering
Are you experiencing delays in employee onboarding and negative feedback due to inefficient retrieval of internal policies and procedures?
Case Study
Telecom leader improves market insights reporting three-fold with generative AI services
Is your organisation looking to cut costs and improve efficiency across market insights reporting?
Case Study
Infrastructure service provider boasts digital transformation success with $8 million in labour cost savings.
Experiencing efficiency issues across personnel onboarding, accurate inventory management or work order processing?
Case Study
Home care management provider implements automation for 360-degree care
Are your home care platforms and systems outdated and non-scalable? Unable to customise healthcare needs?
Case Study
Retail giant reduces contact centre service efforts by 41% with a virtual agent
Experiencing substantial growth but low profitability margins?
Case Study
Telecommunications provider improves net promoter score by 53%
Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?
Case Study
Retailer implements intuitive conversational AI to reduce AHT by up to 30 seconds
Need to ensure your IVR system is prepared for higher contact centre volumes?
Case Study
Low-cost airline increases NPS results by up to +29 across voice and chat channels
Is intense industry competition harming your customer experience metrics?
Report
Frost & Sullivan Best Practices Report 2023
Probe CX named '2023 Australian Best Practices Company of the Year Award for CX Outsourcing.
Case Study
Health insurance provider facilitates a champion-challenger model for message deflection
A private Australian health insurer wanted a channel shift strategy that improved messaging performance across their contact centre.
Case Study
eCommerce giant increases sales rates by 1,000% with offshore diversity
A leading online trade tools retailer used offshoring to manage unplanned exponential growth.
Case Study
Financial institution upgrades IVR system to better understand caller intent
Are legacy interactive voice response (IVR) systems affecting your customer experience?
Report
2023 Everest Group PEAK Matrix® for APAC CXM Provider
Probe CX recognised as a Major Contender for CXM services.
Report
2023 ISG Provider Lens™ Quadrant Report
Probe CX awarded the coveted leader position in three categories within the 2023 ISG Provider Lens™ Quadrant Report for Customer Experience Services.
Case Study
Major electronics manufacturer reduces contact centre operations costs by 25%
Experiencing increased contact centre average handling times and misrouted customer calls?
Case Study
Telecommunications automation achieves a 200+ FTE reduction in contact center teams
Experiencing an excessive amount of manual handling errors due to contact centre and legacy system inefficiencies?
Case Study
Supermarket giant's $1.3 million win with voice-to-chat deflection
Leading supermarket retailer achieves overflow call deflection while reducing reliance on live agent support.
Case Study
National telehealth provider saves $10 million in labour costs and reduces AHT by 35%
A 24/7 telehealth services provider reduces AHT by 35% across four major service queues while saving $10 million in labour costs.
Brochure
Public transport agency grows social engagement by 40%
A leading public transit agency implemented call routing and social media solutions to reduce response times by 50%.
Case Study
'Buy now pay later’ provider achieves 70% first contact resolution
A financial technology organisation implemented a digital-first service model to achieve 75% CSAT scores.
Whitepaper
Customer experience in banking and financial services
The current state of financial services in Australia and part CX plays in managing financial hardship and the future of collections.
Whitepaper
Customer experience delivery in eCommerce
Learn about coping with contact volume spikes and how to automate processes to make resources available for higher value interactions.
Case Study
Delivery provider sustains cost while managing high volume enquiries
An on-demand delivery company was experiencing sudden growth and required affordable solutions to ensure balanced costs.
Report
Frost & Sullivan Best Practices Report 2020
This report from Frost & Sullivan for the 2020 Best Practices Award outlines how Probe CX have continually improved our services.
Report
Frost & Sullivan best practices report 2021
Download the Frost & Sullivan Best Practices Report 2021 and learn about the key areas that made Probe CX the recipient of this award.
Report
Top 6 emerging New Zealand business trends 2024
The key 2024 challenges set to face New Zealand businesses across a broad range of industries.
Case Study
Transport provider navigates state-wide international event with a 95% target grade of service
Have an event that requires the ramp-up of customer service, risk management and staffing support?
Brochure
Curating exceptional customer experiences by doing it better
Optimise your customer experience by designing, deploying and managing digital solutions customised to your unique needs.
Whitepaper
The growing need for content moderation
Learn about the growing need for content moderation, understand the different aspects and how they work for your brand.
Case Study
Leading retailer reduces AHT by 43% and increases online self service rates to 92%
Want to reduce staff workload and improve customer service by shifting simpler calls to cost-effective channels while still offering unique services?
Tip Sheet
Critical success factors to fast-track growth
Two primary ways in which retailers can enhance their customer experience: digital solutions and capitalising on traditional contact centre services.
Report
Credit provider trends 2022
Learn how COVID-19 economic fallout continues to affect credit providers, how digital solutions can help and how to manage impairment during such times.
Brochure
Government capability statement
Partner with a provider with experience delivering customer service fulfilment and nimble strategies for local, state and federal government departments.
Tip Sheet
The changing face of retail
Retailers must invest in solutions and services to future-proof and prepare for potential unprecedented events.
Report
2022 ISG Providers Lens Quadrant Report
How Probe CX ranked against industry peers in the 2022 ISG Provider Lens™ Quadrant Report.
Report
2021 ISG Provider Lens Quadrant Report: Probe CX named Industry Leader
Probe CX has been ranked against industry peers in the latest ISG Provider Lens Quadrant Report, the highly respected of leading service providers.
Report
Recruitment Market 2022 Report
An inside look into the trends, insights and key players influencing the trajectory of the Australian recruitment market.
Brochure
IT help desk & service desk brochure
Increase your IT help desk and service desk customer experience efficiencies through the introduction of automated solutions.
Report
Retail industry digital transformation
The key digital transformation trends and statistics to keep an eye out for in the retail industry.
Report
2022 Everest Group PEAK Matrix® for APAC CXM Provider
How Probe CX ranked star performer and leader for CXM services against 20 providers in the 2022 Everest Group PEAK Matrix®.
Case Study
Our solutions in action: a case study portfolio
A compilation of the real-life challenges of our clients and the real-time solutions that Probe CX provided to make these businesses better.
Case Study
Energy retailer achieved bad debt reductions of $3.2 million
A leading energy and gas industry retailer required support with credit collection activities and help to manage debt or financial hardship.
Case Study
BBQs Galore redesigned operations resulted in 40,000 hours of time saved
Struggling to adapt to market changes and facing challenges in managing inbound customer queries?
Case Study
IVR implementation improved caller efficiencies by 75%
A leading health and wellness group wanted to understand the driver behind the high volume of calls they received to improve their customer experiences.
Case Study
Leading courier and freight provider reduces AHT by 56 seconds.
A global leading courier and freight service wanted to improve efficiencies and reduce their cost to serve by making live chat their channel of choice.
Case Study
Cruise retailer boosts revenue by 71% with outsourced capabilities
Concerned about outsourcing affecting customer interactions and brand perception? Looking to boost travel agent sales and improve sales conversion rates?
Case Study
Government sector learns and adapts to meet 24/7 CX needs
A state government department required assistance in responding to requests for accurate COVID-19 information.
Case Study
Robotic process automation set to deliver significant savings
One of Australia’s leading security companies overcame billing issues by introducing robotic process automation (RPA).
Case Study
Retailer set to improve customer experience with optimised processes
A national discount retailer reduced cost to serve and cost channels by improving internal processes and the introduction of call deflection.
Case Study
Global delivery provider's tech upgrade for enhanced data accuracy
Is your existing tech infrastructure disjointed and having a negative effect on customer experience metrics?
Brochure
Workforce optimisation brochure
Optimising your workforce can improve customer satisfaction, workforce scheduling, operational costs, employee engagement and other key performance metrics
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