Workwear Group и Innovior внедрили первую в Австралии AI-платформу для колл-центров, сократив запуск до четырех недель

COMPANY NEWS: A landmark customer experience (CX) partnership between Workwear Group (WWG) and Probe Group’s Innovior has delivered Contact Centre in a Box, a modern, AI-powered, Salesforce-integrated contact centre that can go live in four weeks, the first solution of its kind in the Australian market. 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.” 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. "Customer experience is central to how we want to compete, and this partnership has moved us further and faster than we thought possible. We'd reached a dead end with our old platform, and rather than patch it, we chose to re- platform properly with a partner who understood our business first and the technology second”, said Hayley Pallini, Group Manager Customer Service and Success, Workwear Group. “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: - Self-service resolution increased from 14.48 per cent to 51.12 per cent - 16 per cent reduction of average chat handle time - Resolved cases increased by 16.85 per cent “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: https://www.innovior.com/contact-us About Probe Group Probe Group is a leader in customer experience (CX) and business process outsourcing (BPO) services. Its suite of brands - Probe CX, Convai and Innovior – combine digital innovation with a people-first approach, crafting exceptional experiences that consistently exceed client expectations. Probe Group is an Australian company founded with the launch of Probe CX in 1979. This marked the beginning of its journey to bring exceptional customer experiences to the Australian and New Zealand markets. What began as a contact centre provider has since evolved into a trusted strategic CX partner for major private and public sector enterprises and critical infrastructure. Innovior Innovior is a transformation partner combining outcomes-led consulting with AI, automation, advanced analytics and Salesforce solutions as part of our parent company, Probe Group. They unlock enterprise productivity and ROI through a suite of practical solutions proven to create measurable real- world improvements through outcomes-led consulting, data, analytics & AI solutions and customer experience.innovior.com Convai Convai, a part of Probe Group, has been enabling contact centres to improve their customer experience for more than 25 years. Its proprietary solution, Oration, is a secure conversational AI platform that automates complex voice and digital interactions while uncovering deep operational insights — all fully managed by CX and operations teams. Probe CX Probe CX is one of the largest CX providers in Australia and New Zealand and a global customer experience organisation focused on creating environments where digitally-enabled CX thrives. A part of Probe Group, we enhance experiences with the right blend of people and technology to help our clients achieve their CX transformation goals.