Transition your CX operations from fragmented and reactive to connected and preventative. Our Data, Analytics & AI CX solutions establish a unified, multi-tenanted data architecture that addresses the constraints of siloed legacy systems and manual processes. Harness operational oversight across all customer touchpoints, optimising for cost, efficiencies and personalisation — at scale.
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.
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.
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.
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