Probe Group

What Probe Group does

Probe Group (legal entity: Probe Operations Pty Ltd) is a Melbourne-headquartered, PE-backed customer experience (CX) and business process outsourcing (BPO) services provider operating across 32 locations in five countries with a workforce of more than 18,000 employees. The company serves over 750 active clients, predominantly Australian federal and state government departments (including the Australian Taxation Office) and large enterprises across banking, financial services, logistics, retail, utilities, travel and hospitality, and telecommunications, with delivery supported through a balanced onshore, nearshore, and offshore model anchored in Australia, the Philippines, and India. Its average client tenure exceeds nine years, and it has been recognised by Frost & Sullivan as Australia's CX Outsourcing Provider of the Year on eleven occasions.

The company's service platform combines human-led CX delivery with a digital enablement stack that includes intelligent automation, conversational AI and chatbots, natural language speech recognition, real-time speech analytics with anomaly detection, robotic process automation, biometric verification, and predictive and prescriptive workforce analytics. Probe Group operates a multi-brand house structure — Probe CX (core CX/BPO), Convai (CX solutions), Innovior (Salesforce consulting and digital transformation), MicroSourcing (offshore outsourcing), and Beepo (outsourcing services) — reflecting an acquisition-driven build-out of differentiated service lines.

Revenue is generated through managed services contracts, with pricing typically quote-based and determined by scope, volume, and service level requirements. GTM is enterprise field sales, engaging both government buyers through public procurement and large enterprises through direct account teams. Geographic reach and vertical breadth, combined with consistent analyst recognition (ISG Provider Lens Back2Back Leader 2021-2024, Everest Group APAC Star Performer 2022), position Probe Group as one of the larger independent CX/BPO platforms in the Australia/APAC region.

Name

Probe Group

Legal name

Probe Operations Pty Ltd

Website

https://probe.group

Company type

Private

Founded year

1979

Operating status

Operating

Headcount range

5,001–10,000 employees

Short description

Probe Group is a Melbourne-based, PE-backed customer experience and BPO services provider with 18,000+ employees across 32 locations in five countries, serving 750+ government and enterprise clients in BFSI, logistics, retail, utilities, travel, and telecom.

Ownership category

akta.pro rank

Product category

Customer Experience and Business Process Outsourcing Services

NAICS

Management Consulting Services (54161), Other Management Consulting Services (541618), Computer Systems Design and Related Services (54151)

SIC

Services-Management Consulting Services (8742), Services-Management Services (8741)

akta.pro primary industry

Operations & Process Improvement Consulting (BPAHACAB)

akta.pro secondary industry

iBPMS (Intelligent BPM Suites) & Process Automation Suites (HDAEAHAG)

Keywords

• Customer experience outsourcing
• Business process outsourcing
• Contact centre services
• Digital CX transformation
• Intelligent automation services

Headquarters

HQ city

Melbourne

HQ country

Australia

HQ region

Oceania

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Customer Experience Outsourcing Services: Probe Group provides comprehensive CX and BPO services including customer management, consulting, intelligent automation, and digital transformation services. Revenue is generated through service contracts with government agencies and enterprise clients.

Go-to-market motion1 record

Distribution channels2 records

Marketing channels3 records

Core offering

Probe Group provides end-to-end customer experience (CX) and business process outsourcing (BPO) services spanning customer management, consulting, intelligent automation, and digital transformation for enterprise and government clients. Services are delivered through five sub-brands (Probe CX, Convai, Innovior, MicroSourcing, Beepo) supported by a proprietary digital enablement platform combining AI, automation, analytics and cloud-based security across onshore, nearshore and offshore locations in five countries.

Differentiator

Problem solved

Functional benefit

Brands

• Probe CX: Customer experience and BPO services brand
• Convai
• Innovior
• MicroSourcing
• Beepo

Products and services

• Probe CX - Customer Experience and BPO Services End-to-end customer experience management and business process outsourcing services including contact centre operations, customer management, intelligent automation, consulting, and digital transformation for government agencies and enterprise clients across BFSI, logistics, retail, utilities, travel and hospitality, and telecommunications.
• Convai - Customer Experience Solutions Customer experience solutions brand within Probe Group, supporting the group's broader CX delivery portfolio through specialised solutions.
• Innovior - Salesforce Consulting and Digital Transformation Salesforce consulting and digital transformation practice within Probe Group, delivering enterprise digital transformation and CRM implementation services.
• MicroSourcing - Outsourcing Services Outsourcing services brand within Probe Group, providing offshore and nearshore delivery capabilities that complement the group's onshore CX operations.
• Beepo - Outsourcing Services Outsourcing services brand within Probe Group, providing offshore and nearshore delivery capabilities that complement the group's onshore CX operations.

Quantifiable outcome

• Average client tenure of over 9 years indicating strong satisfaction and retention
• +2 more outcomes

Named customers3 records

Segments2 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability10 records

Feature4 records

Scale indicators5 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Concentrix: Major global CX solutions and BPO provider with significant APAC operations, competing head-to-head with Probe for enterprise BFSI, retail, and telecom CX mandates.
• Startek: Global customer experience and BPO provider with operations across the Americas, Asia, and Africa. Competes with Probe in multi-shore delivery and digital CX services for enterprise clients.
• Teleperformance: Global leader in digitally integrated business services including customer experience management, with extensive offshore delivery. Directly competes with Probe Group for enterprise and government CX/BPO contracts across APAC.
• Foundever (formerly Sitel): Global CX/BPO operator offering customer management, digital, and AI-augmented services. Competes with Probe Group across enterprise and government segments, with comparable offshore delivery scale.
• IBEX: Provider of outsourced customer engagement and digital marketing solutions with significant offshore (Philippines) delivery. Overlaps directly with Probe Group's CX outsourcing offering and geographic footprint.
• TTEC Holdings: Customer experience technology and services company providing omnichannel contact centre, CX analytics, and BPO. Direct competitor for large enterprise digital CX transformation engagements.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/theprobegroup

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Subsidiaries5 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Probe Group