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Case Study

Ascensos Case Study

Setting the pace for outsourcers with a flexible Enghouse Interactive Platform

Leading contact centre provider offers a competitive advantage to an innovative outsourcer by building a Contact Centre of the Future.

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.

“The second key influencer on the decision was the need to deliver agility,” Gilfillan added. “We feel that is what sets us apart as an organisation, is our ability to deliver results faster than the larger players in the market and keep ahead of the game. We are not a traditional bricks-and-mortar contact centre. Our whole approach is around fully embracing the digital age, with much of the focus being on the less traditional channels such as social media, video and live chat. We need to be working with a partner who could see far enough ahead and be agile enough to do that.
The Enghouse Interactive solution also delivers enhanced CRM integration.