Probe Group named 2026 Frost Radar™ APAC CX Innovator

Probe Group, uniting the combined expertise of Probe CX, Convai and Innovior, has been recognised as an 'Innovator' in the 2026 Frost Radar™ for Customer Experience Management in Asia-Pacific.

Out of more than 100 qualified companies evaluated across the APAC region, Probe Group earned a spot within a cohort of just 21 organisations. Probe also stands as the only ANZ-headquartered provider recognised in this year's assessment.

Navigating key market trends

The 2026 Frost Radar™ revealed a widening competitive gap between providers leading market transformation and those following behind. According to Frost Radar, two trends are driving this shift: Agentic AI maturity and a broad transition from traditional FTE-based commercial models toward outcome-linked structures.

Within this shifting landscape, Probe Group's strong onshore presence and rigorous compliance framework have solidified its market leadership in high-value sectors. As noted in the report:

“[Probe Group] holds a distinctive position in this APAC analysis as the only ANZ-headquartered provider in the cohort, competing against global peers through deep local market expertise, differentiated security accreditations and a proprietary technology stack that is increasingly capable.”

Driving technological advancement

Companies recognised as Innovators by Frost Radar had to demonstrate clear evidence of driving technological advancement through disruptive concepts, pioneering solutions and scalable growth trajectories.

Highlighting Probe Group's performance, the report states:

“Probe Group has improved its Frost Radar™ positioning, with gains on the Innovation Index driven by the maturation of Oration, the ProbeOS framework and a structured agentic AI roadmap with verifiable client outcomes across multiple ANZ verticals.”

At the heart of this recognition are two of Probe’s core technological enablers: Oration, Convai’s conversational AI platform that has evolved into a highly capable agentic AI engine featuring natural language intent resolution and continuous accuracy improvement, and ProbeOS, a proprietary platform that delivers a suite of seamless, AI-powered capabilities designed to streamline agent workflows, uplift performance and enhance talent management across operations.

This assertion is also backed by Probe’s significant operational scale and impact across the ANZ market:

• 200+ Million AI-assisted interactions delivered across 70 enterprise accounts.

• 70% of total contact volume handled digitally across operations.

• Up to 79% automation rates achieved through our Virtual Agent platform.

• 100% of enterprise CCaaS solutions on cloud infrastructure deployed.

• 41 fully managed CCaaS implementations completed across ANZ.

Human-Centric AI delivered at scale

Reflecting on the achievement, Rohan Khanna, Chief Technology and Digital Officer at Probe Group, emphasised the strategic vision behind the company's continuous technology investments:

“We have escalated our efforts for digital innovation to bring our clients the solutions that will grant them a structured, secure pathway for CX transformation and drive operational excellence. In a market where AI is creating so much change, we believe that the path to delivering exceptional customer experiences is by securely leveraging AI to create exceptional human-centric experiences, driving both productivity and business impact.”

The pathway to CX transformation

Want to see how Probe leverages structured, secure AI to drive operational excellence and transform customer outcomes for their partners?