Case study
Retail giant reduces contact center service efforts by 41% with a virtual agent
Experiencing substantial growth but low profitability margins?
Intelligent Automation
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
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
Health insurance provider achieves message deflection capabilities
A private Australian health insurer wanted a channel shift strategy that improved messaging performance across their contact centre.
Intelligent Automation
Infrastructure service provider boasts digital transformation success with $8 million in labor cost savings.
Experiencing efficiency issues across personnel onboarding, accurate inventory management or work order processing?
Intelligent Automation
Home care management provider implements automation for 360-degree care
Are your home care platforms and systems outdated and non-scalable? Unable to customize healthcare needs?
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.
Customer Management
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?
Intelligent Automation
Financial institution upgrades IVR system to better understand caller intent
Are legacy interactive voice response (IVR) systems affecting your customer experience?
Customer Management
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?
Report
2023 Everest Group PEAK Matrix® for APAC CXM Provider
Probe CX recognized 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.
Intelligent Automation
Telecommunications automation achieves a 200+ FTE reduction in contact center teams
Experiencing an excessive amount of manual handling errors due to contact center and legacy system inefficiencies?
Case study
Major electronics manufacturer reduces contact center operations costs by 25%
Experiencing increased contact center average handling times and misrouted customer calls?
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 services provider saves $10 million in labor costs
A 24/7 telehealth services provider reduces AHT by 35% across four major service queues while saving $10 million in labour costs.
Case study
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%.
'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.
2022 ISG Providers Lens Quadrant Report
How Probe CX ranked against industry peers in the 2022 ISG Provider Lens™ Quadrant 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®.
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.
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?
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.
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?
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.
Robotic processing automation set to deliver significant savings
One of Australia’s leading security companies overcame billing issues by introducing robotic process automation (RPA).
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.
Intelligent Automation
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?
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