Probe CX

Today is R U OK? Day, an important reminder across Australia that staying connected and checking in on our colleagues, friends and family has the power to change lives.

To mark the day and say thank you to our people for looking out for one another, our teams across Australia enjoyed a special sweet treat today! 🧁✨
More importantly, it served as an invitation to:

⏸️ Pause the day's tasks
🤝 Connect with a teammate
💬 Ask that meaningful question: "R U OK?"

Whether it’s an in-person chat or a quick virtual check-in with a remote teammate, today reminds us that looking out for one another is a year-round commitment.

A special thanks to our CEO Sanj Ahuja and to one of our board members, Aliza Knox, for dropping by our La Trobe St office to visit the team on such an important day.

Let’s carry the spirit of today into every day of the year. 💛

What a way to wrap up the Auscontact Association State Excellence Awards! 🎊

Our Queensland team brought the final state ceremony of the season to a fantastic close.

Please join us in congratulating Nikita Shera, who took home the award for Customer Experience Champion.

This award recognises individuals who go above and beyond their role to champion, innovate and elevate the customer journey. Nikita’s passion for CX and her leadership drive our team forward every single day, directly contributing to our ongoing success.

With the state awards officially complete, Nikita will now represent Probe CX as a National Finalist at the National Excellence Awards Celebration this November, joining our fellow state winners: Bhupesh Dongare (VIC) – Workforce Management Professional and Kory Mullin (NSW) – Business Analyst / Reporting Professional.

We are also thrilled to celebrate our incredible Queensland finalist: Tess Avery – Finalist, Operational Support Professional.

Tess plays an essential role in ensuring our operations deliver at the highest standard day in, day out.

A huge round of applause as well to our fantastic Queensland nominees who celebrated alongside us at the ceremony: Hayley Johnson, Winky Mae Severo, Anthony Barnard and Taylor Robertson.

Thank you to the Auscontact Associationt for hosting a fantastic evening in Queensland and an unforgettable state series. Bring on the Nationals.

We are on a roll at the Auscontact Association State Excellence Awards! 🙌🎊

Following our recent wins in Victoria, our teams continued to shine at the New South Wales edition.

Join us in celebrating Kory Mullin, who took home the award for Business Analyst / Reporting Professional.

Kory's ability to analyse operational performance, provide timely data insights and identify risks has been instrumental in driving continuous improvement and setting our teams up for success.

Kory will now represent Probe CX as a National Finalist at the National Excellence Awards Celebration in Sydney this November. We’ll all be cheering you on, Kory!

We’re equally proud of our outstanding NSW finalists:
Amy Daly - Operations Support Professional Finalist
Candice Sharp - Training Professional Finalist

Behind every customer interaction is a team supporting operations and upskilling our people. Amy and Candice exemplify the commitment to quality and responsiveness that defines Probe CX.

Congratulations to all winners and nominees and thank you to the Auscontact Association for another wonderful evening.

How do you transform a legacy contact centre into an AI-driven omnichannel engine in just 4 weeks?

Workwear Group did exactly that with Probe CX, Innovior and Convai.

Swipe through to see how we delivered rapid ROI, boosted self-serve rates and slashed handle times with Contact Centre in a Box.

Read the full case study: https://ap1.hubs.ly/H01k7zy0

The rules of customer service are changing fast.

Are you keeping up?

This month, Convai’s CEO Mike Banbrook sat down with Nick Ross of iTWire to share his insights in our latest newsletter, The Interface.

Find out why this AI technology is the ultimate game changer for your business and why it is time to retire 50-year-old press-button phone menus.

Read the full story or watch the iTWire interview here ⬇️: https://ap1.hubs.ly/H01k2FN0

Ready to build a governed and orchestrated CX system that delivers exceptional results? Meet us here: https://tinyurl.com/5fzn9sjc

How do you transform a legacy contact centre in just 4 weeks?

In our latest case study, Workwear Group teamed up with Probe CX, Innovior and Convai to deploy an augment service evolution, establishing a high-performance Contact Centre in a Box.

The results speak for themselves:

✅ 51.12% automated channel resolution
✅ 36.64% lift in self-serve rates
✅ 16.05% reduction in Chat Average Handle Time (AHT)
✅ 5 bespoke Virtual Agents live in under 4 weeks

Read the full case study to see how Workwear Group eliminated friction with us and delivered rapid ROI: https://ap1.hubs.ly/H01jVYS0

Celebrating excellence at this year’s Auscontact Association State Excellence Awards!

A huge congratulations to Bhupesh Dongare, who took home the Workforce Management Professional award at the recent Victoria ceremony. We couldn’t be prouder!

As a Workforce planner, Bhupesh works behind the scenes to ensure everything runs smoothly. His exceptional attention to detail, proactive problem-solving and collaborative spirit makes him a worthy recipient of this year’s Excellence Award.

Bhupesh will now represent Probe CX as a National Finalist at the National Excellence Awards Celebration in Sydney this November. We’ll all be cheering you on, Bhupesh! 👏

Thank you to the Auscontact Association for a wonderful event and congratulations to all the winners and nominees!

Workwear Group (WWG) is Australia’s leading workwear solutions provider. Home to iconic brands like Hard Yakka Workwear, KingGee Workwear and NNT Uniforms, WWG powers B2B operations across industrial and corporate sectors nationwide - where timely support and seamless service are critical.

To modernise its service infrastructure, WWG trusted Probe Group - Probe CX, Innovior and Convai - to completely transform its customer experience. In just four weeks, the initiative successfully converted a legacy cost centre into a data-rich CX engine across 5 brands.

When we work together in uniform solutions, we deliver exceptional customer experiences together.

A huge thank you to the WWG team for their trust and partnership in building a future-ready customer experience.

Read the full story here: https://ap1.hubs.ly/H01jwBh0

Expertise guides the way. AI accelerates the results.

Discover how Probe CX combines human insight with intelligent automation to transform your customer journey.

Book a discovery session with us or meet our exceptional team here: https://ap1.hubs.ly/H018xq10

We are thrilled to announce that we were named Frost & Sullivan’s 2026 Australian Customer Experience Management Services Company of the Year. Following last year's success with the 2025 Customer Value Leadership award, this back-to-back milestone highlights our team’s relentless drive to redefine what is possible in customer experience.

As the CX industry rapidly integrates AI into human-led operations, we are uniquely positioned to guide partners through these complex transitions.

Frost & Sullivan’s in-depth analysis of our company in the context of the greater Australian CX landscape highlighted how we transform partners into future-ready, digital-first organisations, noting that Probe ‘sets the pace in the Australian CX transformation conversation by putting advanced technology to work while keeping human empathy at the center of delivery, an approach that turns capability into measurable client outcomes’.

Reflecting on this recognition, our CEO Sanj Ahuja emphasised that delivering these consistent outcomes comes down to the Probe team’s balance of expertise and reach:

“By blending our deep local expertise with our robust global delivery, we continue to generate significant, measurable value for our clients and their customers. Frost & Sullivan’s recognition perfectly highlights what we strive for every single day: delivering exceptional, human-centric experiences while leading the market in digital CX transformation.”

👉 Read the full Frost & Sullivan report and discover how your business can lead the transition to digital CX here: https://ap1.hubs.ly/H01f-5B0