Case Study: Probe Group achieves rapid cloud deployment and work-from-home continuity with Genesys Cloud

Transforming customer and employee experience with a cloud-based contact center

Probe Group is one of Australia’s largest BPOs, operating 8,000 agents across Australia, New Zealand and the Philippines. It faced siloed applications, limited third‑party integrations, long procurement and upgrade lead times, lack of secure work‑from‑home capability, and VPN and high‑availability management challenges that hindered employee productivity and speed‑to‑market.

Probe moved to the Genesys Cloud omnichannel platform, enabling 48‑hour deployments, native integrations, flexible carrier options and secure WFH for agents. The cloud solution eliminated the six‑to‑eight‑week procurement cycle and add‑ons, improved agent productivity, collaboration and monitoring, delivered 24/7 continuity, and increased operational agility (about 30% faster for non‑technical teams).

Probe Group

Rohan Khanna

GM of Technology, Innovation and Projects