2023 ISG Provider Lens Quadrant Report

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 Group 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.

Quadrant insights

Contact center - Customer experience services

“Probe Group’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 specialising in UX design, process simplification, customer journey mapping and workforce optimisation.”

Craig Baty, Distinguished Lead Analyst,
IPL Provider Lens Solutions

Digital Operations

“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

“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

Highlights from the report

Comprehensive CX solution portfolio

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

Comprehensive hybrid working solutions

A wide range of technologies support the Probe Group 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 Group 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.

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.

Read the full report

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