Firstsource Solutions Acquires UK-Based Ascensos for £42 Million to Strengthen CX in Retail and eCommerce Sectors

Firstsource Solutions, a leading business process services (BPS) company under the Rs 90,000 crore RP-Sanjiv Goenka Group, has announced the acquisition of UK-based Ascensos, a customer experiences outsourcing specialist for retail and eCommerce businesses, in a deal valued at £42 million. The transaction includes an upfront payment and earnouts.

Founded in 2013, Ascensos provides business process management (BPM) services across the retail, consumer, and eCommerce verticals. The company operates in the UK, South Africa, Romania, and Trinidad. Following the acquisition, Ascensos will continue to function as a distinct business unit within Firstsource, retaining its brand identity and Scottish headquarters. The firm will leverage Firstsource’s technological prowess and workforce expertise to better serve the retail sector. John Devlin will remain in his role as CEO, ensuring stability for existing clients.

Sanjiv Goenka, Chairman of RPSG Group and Firstsource, highlighted the acquisition’s strategic importance: “The retail and CPG BPO market is a $28 billion global opportunity. Ascensos presents new growth avenues that align with our strategy of delivering customized, industry-specific services backed by innovative technology. This collaboration will benefit our current clients and unlock new opportunities in the retail sector.”

With this acquisition, Firstsource aims to reinforce its leadership in customer experience (CX), empowering retail brands to navigate the next wave of digital transformation by streamlining complex customer journeys and seamlessly integrating operations across digital, analog, and physical channels, according to the company statement.