Firstsource Solutions expands retail capabilities with acquisition of Ascensos

Firstsource Solutions Limited, a global provider of business process services (BPS) and a key player in the retail and eCommerce sectors, has announced its acquisition of Ascensos, a UK-based customer experience outsourcing provider. This deal, aimed at reinforcing Firstsource’s strategic expansion into the retail industry, also strengthens its nearshore and multi-lingual service capabilities. The acquisition is part of the company’s ongoing effort to increase its footprint in the rapidly growing $28 billion global retail and consumer packaged goods (CPG) market.

Strategic Expansion Into Retail Sector

The acquisition of Ascensos is a key part of Firstsource’s efforts to broaden its reach in the retail sector. The company is focused on providing domain-led business process services and transformational solutions to a wide range of industries. With Ascensos’ expertise in customer experience management for retail and eCommerce brands, Firstsource is poised to unlock new growth opportunities, capitalising on the growing demand for enhanced customer service capabilities in the retail sector.

Dr. Sanjiv Goenka, Chairman of the RPSG Group and Firstsource, commented that Ascensos brings extensive knowledge of the retail sector, complementing Firstsource’s own capabilities in technology and customer service. This strategic acquisition aligns with the company’s plan to deliver highly differentiated services built on deep industry knowledge and tailored technology solutions.

Global Footprint and Technological Synergy

Ascensos will continue to operate under its existing brand and management, with John Devlin, CEO of Ascensos, remaining at the helm. The company’s headquarters in Scotland will stay intact, ensuring continuity for its clients. Firstsource, on the other hand, will leverage Ascensos’ nearshore delivery centres located in Romania, South Africa, and Trinidad & Tobago, significantly enhancing its global service offerings.

This merger not only extends Firstsource’s geographical reach but also brings significant technological advancements. Ascensos’ deep domain expertise in retail customer experience management is set to combine seamlessly with Firstsource’s strengths in artificial intelligence, analytics, and automation. Together, they plan to develop sophisticated customer service solutions for their retail clients, offering a more streamlined and integrated customer journey.

Transforming Customer Experiences

The combined strengths of Ascensos and Firstsource will improve their ability to cater to retail and eCommerce clients who are increasingly focused on innovative customer experience (CX) solutions. The companies will jointly work towards simplifying complex customer interactions and delivering seamless customer experiences across digital and physical channels.

Firstsource has an established reputation for helping brands deliver superior customer service across a variety of industries, and with Ascensos on board, this reputation is likely to be further enhanced. Both companies are committed to continuing their work with major retail and eCommerce brands, ensuring that their clients benefit from world-class, cutting-edge customer service capabilities.

Expert Opinion: Strong Move in Competitive Market

From an industry expert perspective, this acquisition marks a crucial step for Firstsource Solutions Limited. By acquiring Ascensos, the company is not only expanding its portfolio but is also positioning itself to be a dominant force in the retail and eCommerce outsourcing sector. The retail industry is moving toward highly personalised customer interactions, and this deal will equip Firstsource with the necessary tools and expertise to capitalise on that trend. The synergy between Firstsource’s technological prowess and Ascensos’ domain expertise creates a winning formula for the future of customer experience management.

Moreover, Ascensos’ presence in key nearshore locations offers operational flexibility, which is essential in a time when global businesses are increasingly seeking localised solutions. By integrating Ascensos’ operations, Firstsource is now in a stronger position to deliver multilingual support services that align with global retail trends.