Probe CX

As a leader in innovative contact centre and customer experience (CX) services, business process services (BPS) and business process outsourcing (BPO), Probe Group helps our clients become uniquely digital, naturally human – where technology enhances, not replaces, the human touch.

At the heart of Probe Group is our commitment to empowering people, driving innovation and harnessing technology to deliver meaningful experiences that truly matter. That’s why we build environments promoting customer satisfaction and employee fulfilment.

We aim to be the digitally enabled, data driven and people led customer experience brand of choice. Our CX experts understand customer needs, crafting personalised, efficient and effective interactions that foster lasting relationships.

We’re a team of over 19,000 passionate individuals, driven by a shared belief in the power of human connection. Founded in 1979, our growth has been one of continuous innovation and a commitment to delivering exceptional customer experiences.

Our customer experience outsourcing business, Probe CX, has over 9,500 customer service specialists, operating from 17 contact centre locations in Australia, the Philippines and New Zealand.

Our BPO and staff augmentation business, MicroSourcing, has over 10,000 employees providing managed services out of the Philippines to over 1,000 SMEs globally. These employees augment clients’ onshore functional teams like HR, finance and administration. Clients retain full control of these teams, while we provide transparent, full-service operational support including recruitment, payroll and career development. This delivers significant cost benefits for clients while, maintaining effective and high-quality outcomes, enabling fast, profitable growth.

Our house of brands, each with their own unique identities and specialisations, work together to drive growth:

• Probe CX – digitally-enabled CX outsourcing, with over 9,000 people delivering services from 17 contact centre locations in in Australia, New Zealand and The Philippines

• MicroSourcing & Beepo – offshore staffing solutions and BPO services, with over 9,000 professionals operating across 13 state-of-the-art hubs in Manila and seamlessly integrating with over 700 global clients

• Innovior – automation and digital consulting services championing change in organisational processes, enhancing customer experiences and unlocking data-driven insights through intuitive digital solutions

• Convai – agentic AI solutions for contact centres through Oration, a cutting-edge proprietary cloud-based offering

We are Probe Group: diverse, empowering, accountable, innovative, customer-obsessed, respectful and empathetic.

What Probe CX offers its clients

Probe CX (alongside Convai and Innovior)

Our comprehensive suite of CX solutions is designed to meet the evolving needs of modern organisations, helping them navigate complex challenges and seize new opportunities. As the partner of choice to 100+ organisations, we combine proven digital and agentic AI technology with deep industry expertise to deliver measurable results and create lasting value, no matter the industry, challenge or aspiration.
Probe CX recruits, trains, and nurtures the best people in Australia, the Philippines and abroad to deliver the client’s desired results. It offers both onshore and offshore solutions, sourcing from a network of teams and staff across Australia, New Zealand, the Philippines.

Omnichannel CX Services:
● Customer Service
● Sales
● Support & Helpdesk
● Chatbots & Voicebots
● Livechat & Asynchronous Messaging
● Social Media Management
● Loyalty & Retention

Intelligence & Automation Services:
● Agentic & Generative AI
● AI & Machine Learning
● Intelligent Automation (incl RPA)
● Advanced Analytics & Decisioning
● Real Time Speech Analytics
● Business Intelligence & Data Visualisation

CX Strategy & Orchestration Services:
● CX Strategy, Design & Optimisation
● Customer Journey Improvement
● Customer Intent (Analysis & Action)
● Knowledge Management, Curation & Optimisation
● Genesys Cloud / CRM & Salesforce

Specialised Services:
● Collections & Debt Management
● Hardship & Vulnerability Processes
● Field Services
● Finance Shared Services (AR, AP, etc.)
● Rapid Response & Crisis Management

MicroSourcing (alongside Beepo)

MicroSourcing recruits and employs your Filipino staff and provides your team with the office space and all the tools and assets they need to meet your job standards and expectations. MicroSourcing also provides the full suite of support services that enables you to focus purely on your production processes. Operations management is a collaborative effort between MicroSourcing and representatives from your company. At all times, you will have an in-depth understanding and complete control of your company’s operations in the Philippines. The process works in 4 stages:

Consult and Design:
● Understand business goals and team requirements
● Advise on job design, role alignment and market positioning
● You choose which roles, how many, and if on-site, from home, or hybrid

Recruit & Build:
● Our team sources professionals with the right skills, experience and cultural fit
● Consult with you on role design, compensation and benefits against appropriate benchmarks

Enable & Operate:
● Provide team with equipment, facility and network access, and dedicated HR, IT and ops. support
● You retain full control of deliverables and day-to-day management of your team, while we manage HR, infrastructure and compliance.
● Account Partner will be your key point of contact for the partnership

Govern & Manage:
● Regular business to align partnership performance, surface opportunities for improvement, and plan for any business changes
● Health check reports provided to help monitor employee sentiment and engagement

How Probe CX outshines the competition

Probe CX (alongside Convai and Innovior)

Probe CX provide a truly unique value proposition to clients, defined by our:

● Partnership Approach with Shared Success: Trusted, collaborative partners delivering value, built on strong relationships with over 100 clients across a wide range of sectors, including iconic Australian brands and large government departments

● Leadership in Digital and AI-enabled CX: Comprehensive, end-to-end, omnichannel CX solutions, with the largest onshore contingent of digital CX transformation experts

● Passionate, Purpose-Driven Team: High-performing, passionate ambassadors of clients’ brand and values, with expertise in high-complexity, high-empathy interactions

● Globally Recognised Security Framework: Strongest infosec posture in the ANZ CX industry – first and only local ANZ provider with a fully implemented globally recognised infosec security framework

● Positive Social Impact: Improving our environment and helping the underprivileged through strategic partnerships

MicroSourcing (alongside Beepo)

MicroSourcing differentiates itself from the rest of the BPO sector through its unique offering:

● Client Controlled Operations: Unlike traditional BPOs that take over a process as a "black box," MicroSourcing allows clients to retain direct management control – clients can select their own staff, define daily tasks, and set performance and development standards, while MicroSourcing handles the "heavy lifting" (HR, payroll, facilities, and compliance).

● Large, Specialised Talent Pool: MicroSourcing has 200,000+ screened and job-ready candidates and has an internal recruitment machine capable of sourcing niche, high-value roles at scale including software development, digital marketing, creative design, and complex back-office functions

● Total Pricing Transparency: MicroSourcing has a transparent cost structure where clients pay the actual direct employee costs (salary and benefits) plus a fixed, disclosed service fee

● Enterprise-Grade Infrastructure: MicroSourcing operates out of 13 premium, modern office spaces across multiple Philippine business hubs (incl. Manila and Cebu). These facilities provide Class A IT infrastructure, and rigorous data security protocols (including ISO 9001 and 27001 certifications)

● Highly Engaged Staff: MicroSourcing is certified as a “Great Place to Work” in the Philippines, has an industry-leading employee engagement rate, has a strong focus on providing internal promotion opportunities and offers an extensive range of professional development opportunities, including training programs in AI and data science upskilling, and partnerships with 33+ universities enabling access to a range of courses