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Report

2023 ISG Provider Lens™ Quadrant Report

Probe CX awarded leader position in all three categories.

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The 2023 ISG Provider Lens™ Quadrant Report provides highly respected insight into the strengths, competitive differentiators and unique selling points of leading service providers.

In their Australian 2023 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 CX was awarded, for the third year in a row, the coveted leader position in all three categories within the 2023 ISG Provider Lens™ Quadrant Report for Customer Experience Services: Digital Operations, Hybrid Working Solutions and Social Media CX Services in Australia. 

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Customer Experience Services Quadrant insights

  • Digital Operations

    Digital-Operations_Leader

    “Probe CX’s comprehensive and broad range of CX-based solutions enables high-reliability service delivery to their clients. These services span customer management, consulting and intelligent automation, including a digital transformation practice specializing in UX design, process simplification, customer journey mapping and workforce optimization.”

    Craig Baty
    Distinguished Lead Analyst
    IPL Provider Lens Solutions

    Digital Operations

  • Hybrid Working Solutions

    Hybrid-Working-Solutions_Leader

    “Probe CX’s WFH functionality incorporates cloud-based security tools that function regardless of end users’ location and cloud-based identity management and authentication through a range of industry best practice suppliers, to provide peace of mind to their customers.”

    Craig Baty
    Distinguished Lead Analyst
    IPL Provider Lens Solutions

    Hybrid Working Solutions

  • Social Media CX Services

    Social-Media-CX-Services_Leader

    “Probe CX’s expertise in advanced solutions, includes advanced analytics, RPA, chatbots and intelligent virtual agents, AI and NLP, and biometric verification. This enables the company to successfully implementing engagement solutions across a varied range of sectors including government, energy, travel, retail and healthcare sectors.”

    Craig Baty
    Distinguished Lead Analyst
    IPL Provider Lens Solutions

    Social Media CX Services

Highlights from the report

Comprehensive CX solution portfolio

Probe CX offers a broad range of CX-based solutions that span customer management, consulting and intelligent automation. Probe CX’s digital transformation practice specializes in UX design, process simplification, customer journey mapping and workforce optimization. It also specializes in data analytics, digital deployment, automation and customer sentiment analysis.

Comprehensive hybrid working solutions

A wide range of technologies support the Probe CX Remote Working Operating Model, which enables standard practices regardless of location to achieve improved productivity, increased job satisfaction and better work-life balance. Other hybrid working solutions include Google Workspace; Heartbeat, a cloud-based HR platform; Safetrac, a cloud-based compliance training platform; and Preceda - a payroll management platform.

Wide range of CX solutions

Probe CX has expertise in advanced solutions that include advanced analytics, RPA, chatbots and intelligent virtual agents, AI and NLP, and biometric verification. The company has expertise in successfully implementing engagement solutions within the government, energy, travel, retail and healthcare sectors.

To see the type of services that have led to Probe CX’s prestigious recognition, check out these real client results:

Public transport agency grows social engagement by 40% and reduces response times by 50%
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‘Buy now pay later’ provider achieves 70% first contact resolution and 75% CSAT scores
 Learn More

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 800 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including 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 more than 1,300 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 www.isg-one.com.

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