Organisations are under increasing pressure to improve customer experience and operate more efficiently, but traditional contact centre transformations often require multiple technology vendors, lengthy implementation programs and significant upfront investment. Contact Centre in a Box removes that complexity by delivering a fully managed customer service platform under a single commercial model.
The solution combines the capabilities of Probe Group's specialist brands Innovior, Probe CX and Convai with Salesforce into a single managed operating model spanning consulting, implementation, AI, contact centre operations and ongoing optimisation.
WWG and Innovior have reimagined the way a business can serve its customers and created a repeatable solution now available to the wider market.
Probe Group Chief Technology and Digital Officer Rohan Khanna says Innovior has potential to transform how companies manage CX.
“Traditional CX transformation usually means signing multiple vendor contracts, paying for licences months before anything is configured and then waiting six months or more to see a return, if they see one at all. Contact Centre in a Box replaces that complexity. Through a single contract and monthly fee with Probe Group, you get best-of-breed technology for specialised functions through a single interface, with your contact centre up and running from the first day,” Mr Khanna said.
“This delivers rapid ROI alongside a seamless, end-to-end solution that transforms an organisation’s CX.”
Rohan Khanna
Probe Group Chief Technology and Digital Officer
Innovior’s Managing Director Brad Moody said, “We didn't want to build another implementation offering”.
“We wanted to remove the barriers that prevent organisations from modernising their customer service. Instead of handing them a box of parts to stitch together themselves, we built a cohesive ecosystem that seamlessly integrates Salesforce and embeds 45 years of CX expertise.
“Every business wants to provide a better customer experience, but the cost and complexity are often prohibitive. Contact Centre in a Box changes that. By bringing Salesforce, AI, automation and managed operations together, we've dramatically shortened the journey from strategy to measurable outcomes. There are no upfront licence fees, no six-month implementation waits and no juggling multiple vendors - just one contract, one monthly fee and a contact centre that works from day one.”
WWG, the business behind brands including Hard Yakka and King Gee, had the goal of delivering the "path of least effort" for its customers. After reaching the limits of its legacy contact centre platform, WWG set out to create a modern customer service experience that reduced customer effort, improved visibility and gave service teams the tools to resolve enquiries faster.
“In addition, our platform is no longer siloed. We have 100 per cent AI-driven quality assurance coverage, so recurring problems are escalated seamlessly to quickly solve ongoing customer problems at the source.”
WWG replaced its old tech stack with a unified platform of Oration by Convai, Amazon Connect and Agentforce Service, deployed through Innovior. Conversational AI and purpose-built chatbots now run across five WWG brands, triaging intent and resolving routine queries instantly, improving the experience for customers.
Working closely with Innovior’s consultants, within the first month WWG achieved:
“More than half of our interactions across our B2C platforms are now resolved through self-service, and for the first time automation is doing more of the routine work than our people, who are freed up to focus on more meaningful, complex interactions,” said Ms Pallini.
Contact Centre in a Box is now available through Innovior and Probe Group for organisations looking to modernise customer service without the complexity of traditional transformation programs. To find out more contact us here.
