The 2024 ISG Provider Lens™ Quadrant Report - Contact Center Customer Experience Services provides highly respected insight into the strengths, competitive differentiators and unique selling points of leading service providers.
In their Australian 2024 report, ISG Provider Lens™ tracked providers across multiple service lines to determine the leaders within each against two axes: portfolio attractiveness and competitive strength.
Probe Group was recognised, for the fourth year in a row, as a Back2Back Leader for Contact Center Customer Experience Services in the 2024 ISG Provider Lens™ Quadrant Report. Securing Leader positions in two categories: Digital Operations and Intelligent Operations.
Both reports offer insights into how innovative technologies are driving business growth, improving customer experiences and transforming the Australian contact centre industry.
The Digital Operations quadrant evaluates Australia’s contact centre providers that focus on their investments in AI automation, omnichannel support and real-time analytics to improve customer interactions and streamline operations.
SANDYA KATTIMANI
Senior Research Analyst,
ISG (Information Services Group)
The Intelligent Operations quadrant assesses how advancements in AI, automation and analytics are enhancing customer interactions and agent performance, focusing on personalisation, efficiency and real-time support.
HEMANGI PATEL
Senior Manager and Principal Analyst
ISG (Information Services Group)
CONTACT CENTER - CUSTOMER EXPERIENCE SERVICES
QUADRANT INSIGHTS
“Probe Group, a dominant player in this market, offers clients a balanced mix of onshore, nearshore and offshore CX services, leveraging local expertise to enhance customer engagement.”
Hemangi Patel
Senior Manager and Principal Analyst ISG (Information Services Group)
“Probe Group has been a leader in CX digitisation, adopting technologies and solutions such as intelligent automation, anomaly detection, real-time speech analytics, conversational AI and data analytics to improve CX.”
Hemangi Patel
Senior Manager and Principal Analyst ISG (Information Services Group)
HIGHLIGHTS FROM THE REPORT
Comprehensive suite of CX services
Probe Group is a leader in delivering comprehensive CX services, including strategy and design. It develops tailored process platforms, software and strategies to meet client needs. Its ability to leverage AI for CX solutions, combined with a lean digital approach, optimises business processes, minimises investment risks and ensures high returns.
Leveraging AI and analytical capabilities
Probe Group utilises AI strategies, intelligent automation, predictive modelling and prescriptive analytics to make data-driven decisions and deliver personalised CX. Key areas of integration include virtual agents, conversational AI, knowledge management, anomaly detection, optimised workforce management and sentiment analytics.
Strong delivery and unmatched experience
Probe Group brings strong industry knowledge and experience serving the Australian market. Its extensive contact centre portfolio has contributed to an average client tenure of over nine years. In the past years, the company has showcased significant new customer wins — most of them being local players — across industries, including BFSI, logistics, retail, utilities, travel and hospitality and telecom.
ABOUT ISG
ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organisations and service and technology providers achieve operational excellence and faster growth. The firm specialises in digital transformation services, including AI and automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis.
Founded in 2006, and based in Stamford, Conn., ISG employs 1,600 digital-ready professionals operating in more than 20 countries - a global team known for its innovative thinking, market influence, deep industry and technology expertise and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit isg-one.com.
