Solutions used

  • Contact Center Enterprise

Ascensos – “Setting the pace for Outsourcers”

 

Background

Based in Motherwell, Scotland and launched in 2013 by three former executives of call centre business, beCogent, Ascensos is a cutting-edge provider of outsourced contact services to a wide range of businesses.

Backed by a £1.8 million regional selective assistance (RSA) grant from Scottish Enterprise Ascensos developed a state-of-the-art 28,000 square foot facility and then began looking for an advanced contact centre system that would enable it to deliver a high-quality customer service solution to its clients and drive competitive edge. After an intensive and highly competitive pitch process, Ascensos chose to implement the Enghouse Interactive Contact Center: Enterprise (CCE) solution from is its partner Virgin Media Business.

Leading the way with increased functionality and flexibility

The solution stood out from the pack in terms of technical functionality and flexibility. As David Gilfillan, IT Director, Ascensos explained: “As an outsourcing company, we are well aware that every client solution we design and deliver for our clients will also need to be adapted and fine-tuned. Being able to deliver this capability is a key differentiator for us. We therefore need to ensure we are implementing systems that enable us to make changes as and when required. We don’t believe in off the shelf or one-size-fits-all solutions. The versatility and adaptability of CCE was therefore a critical influencer in our decision.

Gauging the Benefits

So what are the main benefits the solution provides? One of the key advantages is the advanced flexibility it provides agents and managers. The agent solution, provided with CCE is effectively the agent toolbar or desktop. “It’s a very intuitive interface and it allows our agents to be effective when working across an array of different channels,” says Gilfillan. “They have good visibility of the queue and of the service level agreements (SLAs). At the same time, the dashboard approach provides a level of control for contact centre managers by delivering good visibility of agent performance.”

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