About Us

The home of digitally-enabled CX

THE PROBE CX PROMISE

Our one promise: we will help modernize the way you do business.

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CLIENT SUCCESS STORIES

We’ve worked with many organizations around the world to identify their challenges and offer tailored solutions to help them reach their goals. Here are a just few client highlights.

reduces costs and AHT by 56 seconds

Leading courier and freight provider reduces costs and AHT by 56 seconds using voice-to-chat volume deflection

bad debt reductions of 3.2M

Energy retailer achieved bad debt reductions of $3.2 million through credit collection optimization

saved 40,000 labour hours

Outdoor retailer saved 40,000 labor hours through redesigned operations

improved caller efficiencies by 75%

Asia Pacific’s leading health and wellness group improved caller efficiencies by 75% with IVR implementation

meets 24 7 CX needs

Government sector meets 24/7 CX needs through virtual agent deployment

increased voice channel NPS results

Domestic airline service increased voice channel NPS results from -13 to +16 by overhauling CX programs.

Where we came from and where we are going

From humble beginnings in 1979, we have grown to employ a dedicated team of 19,000-plus staff across five countries that is committed to helping our clients create environments for digitally-enabled CX to thrive. While we think like a large company when it comes to pursuing opportunities, we are like a family business when it comes to people. With multiple industry awards from leading research firms and institutions, we are on a mission to use our digital transformation capabilities and solutions to help clients become modern digital organizations.

Our vision is simple:

Purpose. People. Passion.

Passion is at the heart of our business. Passionate people are people with purpose and more likely to be engaged with their jobs and invested in the success of their clients.

WHO DO WE WORK WITH

We help clients across a number of industries ranging from household names to ambitious start-ups.

Industry Awards

Probe CX has received more than 18 industry-recognised awards and accreditations from leading research firms and institutions.

Everest

Positioned 'Major Contender'

in the 2023 Everest Peak Matrix™ for Customer Experience Management (CXM).

Positioned as major contender Everest Group® said "Its digital and consulting offerings include contact center optimisation, customer journey mapping, CX strategy design, digital transformation, and predictive analytics to improve client operational efficiency."

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2023 ISG award

Leader in 2023 ISG Provider Lens™

Quadrant Report back to back for the third year.

"Probe CX’s strategy centres worldwide and industry expertise are complemented by local delivery and customisation capabilities. The company offers next-generation digital enablers to enhance clients’ digital transformation journey and enable them to provide end-to-end capabilities, bespoke solution delivery, and robust IT architecture and data security."

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Australian Best Practices Company of the Year Award 2023

Probe CX has been honored with the coveted award from Frost & Sullivan for the 11th time.

"Probe CX continues to bolster investments to be recognized as the Australasian leader in digital CX transformation.”

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Our peopl

Our people

The team that drives our passion to provide innovative, contemporary digital solutions with a human touch.

Compliance

COMPLIANCE

The industry-recognized certifications and chosen partners that help us protect what matters most to our clients and their customers.

Insights
Let’s work together to realiZe digitally-enabled CX