What Sensée does

Sensée Ltd is a UK-based business process outsourcing (BPO) partner founded in 2004 and headquartered at Kingsgate, 1 Tower Wharf, Birkenhead, with a 1,000-seat contact centre facility acquired through The Contact Company in the 2020s and approximately 60% of its workforce operating remotely across the UK. The company delivers customer experience (CX) outsourcing services to enterprise and mid-market clients across telecommunications, retail, financial services, e-commerce, healthcare, and the UK public sector, with anchor relationships dating back to 2011 (retail), 2013 (telco and financial services), and 2019 (Bupa healthcare and an e-commerce gift company).

The company's technology stack is anchored by the proprietary AI@Work™ platform, which optimises workload, workforce, workplace, workstream, and workflow across CX delivery, complemented by the LiveDesk digital workplace tool (sold as a SaaS via the Cloudworks division) and the TeamTonic workforce optimisation tool that enables micro-scheduling in 30-minute intervals. An ecosystem of wholly-owned subsidiaries — Cloudworks (SaaS licensing of LiveDesk), Mazaru (self-service app design and voice/music experiences), and QPC (next-generation WFM/WEM with real-time analytics) — extends the product surface beyond core BPO delivery.

Revenue is generated through managed BPO service contracts with enterprise and mid-market clients, custom-quoted multi-year engagements, recurring SaaS licensing via Cloudworks, and workforce optimisation consulting. Distribution is direct-to-enterprise through consultative sales and dedicated business-development teams, supported by website lead capture, case-study content, and SEO. Certifications (ISO 27001, ISO 9001:2015, Cyber Essentials, PCI DSS, GDPR, and Crown Commercial Service supplier status) underpin access to regulated financial services and UK public sector contracts. The company is privately held, founder-led (Group CEO Steve Mosser), and reinvests 25% of annual profits into staff training.

Name

Sensée

Legal name

Sensée Ltd

Website

https://sensee.co.uk

Company type

Private

Founded year

2004

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Sensée is a UK-based BPO partner that delivers customer experience outsourcing across telco, retail, financial services, e-commerce, healthcare, and public sector using its proprietary AI@Work platform, LiveDesk digital workplace, and a 60% remote workforce anchored by a 1,000-seat Birkenhead facility.

Ownership category

akta.pro rank

Product category

Customer Experience BPO Services

NAICS

Custom Computer Programming Services (541511), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518210)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Programming Services (7371), Services-Computer Processing & Data Preparation (7374)

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

akta.pro secondary industries

Digital Process Automation (DPA) & Orchestration Suites (HDAEAHAF), iBPMS (Intelligent BPM Suites) & Process Automation Suites (HDAEAHAG), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN)

Keywords

• Customer experience outsourcing
• Business process outsourcing
• Workforce optimization software
• Digital workplace platform
• Homeworking CX services

Headquarters

HQ city

London

HQ country

United Kingdom

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure

Revenue model

1. BPO Outsourcing Services: Full-service business process outsourcing for customer experience operations. Includes customer care, sales support, multilingual services, data entry, diary management, and customer journey orchestration. Revenue generated through contracted service agreements with enterprise and mid-market clients.
2. Software Licensing (LiveDesk): LiveDesk, Sensée's CX Digital Workplace tool, is sold as a SaaS division (Cloudworks) directly to organizations to enable hybrid workers to enjoy better work/life balance.
3. Workforce Optimisation Consulting: Professional services around workforce optimisation, digital workplace implementation, and CX transformation. Includes Total Footprint Optimisation methodology.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels6 records

Core offering

Sensée is a Business Process Outsourcing (BPO) provider that delivers customer experience (CX) services for enterprise clients through a remote-first, hybrid working model. The company sells its proprietary AI@Work™ platform, LiveDesk digital workplace, TeamTonic workforce optimization tool, and supporting sub-brands (Cloudworks, Mazaru, QPC) to enable flexible, AI-empowered CX delivery across voice, email, webchat, social media, and PCI-compliant payment channels.

Product overview

Sensée is a purpose-driven Business Process Outsourcing (BPO) company offering a platform-plus-modules architecture built around its proprietary AI@Work™ engine. The core platform integrates AI@Work for intelligent CX orchestration, LiveDesk as the unified digital workplace, and TeamTonic for workforce optimisation with micro-scheduling capabilities. Supporting sub-brands include Cloudworks (SaaS selling LiveDesk tools directly), Mazaru (self-service app design), and QPC (workforce management analytics). Together these products enable flexible home/near/offshoring delivery, CX journey orchestration, and workflow automation for enterprise clients.

Differentiator

Problem solved

Functional benefit

Products and services

• AI@Work™ Proprietary AI engine that optimises workload, workforce, workplace, workstream, and workflow across CX delivery. Powers real-time demand forecasting, micro-scheduling, CX journey analytics, and workflow automation for enterprise clients.
• LiveDesk CX Digital Workplace tool that unifies distributed CX workers under one virtual roof, providing real-time information, support, collaboration hubs, threaded smart chat, billboards, critical alerts, polls, and workplace analytics. Sold as a SaaS product via Cloudworks and also used internally for BPO delivery.
• TeamTonic Workforce optimisation tool that enables micro-scheduling in 30-minute intervals, blending internal CX teams with flexible at-home staff, and providing predictive demand forecasting to align resourcing with customer demand.
• Cloudworks SaaS division of Sensée that sells LiveDesk and related software tools directly to organizations to enable hybrid workers to enjoy better work/life balance while being equals to in-office counterparts.
• Mazaru Self-service app builder and design service helping clients create easy customer journeys for phone, web, or media experiences, including voice and music needs.
• QPC Workforce management and engagement solution with real-time analytics and AI capabilities for boosting customer journeys and managing omnichannel operations.
• BPO Outsourcing Services Full-service business process outsourcing for customer experience operations delivered by Sensée's remote-first UK workforce. Includes customer care, sales support, multilingual services, data entry, diary management, and customer journey orchestration across enterprise verticals.
• Workforce Augmentation Services Micro-staffing model that complements client internal teams with flexible home-based CX staff using 30-minute scheduling intervals. Includes strategic and tactical recruitment based on internal resourcing profiles.

Quantifiable outcome

• Cost reduction of up to 20%
• +8 more outcomes

Named customers6 records

Segments6 records

Ideal customer profiles7 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability8 records

Feature7 records

Partnerships

Two partnerships are on record, tiered core and key account.

• The Contact CompanycoreOthers · 1 January 2020Acquisition of The Contact Company expanded Sensée's capacity and enhanced service offerings. This acquisition brought a 1,000-seat facility in Birkenhead and expanded hybrid capabilities, strengthening the company's operational footprint in the UK.
• Bupakey accountStrategic or Co-development Partner · 1 January 2019Bupa is served by Sensée's UK homeworking customer contact centre providing service via phone, webchat, social media, and email. This represents a key healthcare sector partnership.

Scale indicators13 records

Recent moves7 records

Expansion highlights6 records

Direct peers

• Arise Virtual Solutions: Work-from-home contact center BPO serving enterprise customers with a virtual agent model. Highly comparable to Sensée on homeworking-led CX delivery and similar target verticals (telco, retail, financial services).
• Liveops: Cloud-based contact center platform with a crowd-sourced, work-from-home agent network. Mirrors Sensée's homeworking-first BPO model and distributed workforce approach.
• CloudFactory: Distributed workforce provider offering AI-augmented data and CX services using a global home-based talent pool. Comparable to Sensée on inclusive remote workforce model and AI-augmented CX delivery.
• Ascensos: UK-based homeworking contact center BPO serving retail, telco, and consumer brands. Closest UK-based direct competitor to Sensée on homeworking-led CX outsourcing.

Broad incumbents

• Concentrix: Global customer experience BPO serving enterprise clients across telco, retail, financial services, and public sector — directly overlapping Sensée's verticals but at significantly larger scale.
• Foundever (Sitel + Webhelp): Large global CX BPO formed from the Sitel-Webhelp combination. Competes with Sensée for enterprise CX outsourcing contracts across financial services, retail, and telco verticals.
• Teleperformance: Largest global BPO with broad omnichannel customer service offering. Overlaps Sensée in telco, financial services, and public-sector CX outsourcing at a global scale Sensée cannot match.
• TTEC Holdings: Global CX technology and BPO provider pairing Engage human services with AI-enabled CX tooling. A broader incumbent competing for the same enterprise CX modernization budgets as Sensée.
• Genesys: Enterprise CX orchestration platform with workforce engagement management capabilities. Comparable to Sensée's LiveDesk and CX Journey Orchestration in the CX technology layer.
• NICE: Established WEM/WFM software vendor with analytics and AI-driven workforce optimization. Directly competes with Sensée's TeamTonic and AI@Work workforce optimization capabilities.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks7 records

Key highlights7 records

Customer concentration

• Xx.com/senseecareers
• Facebookfacebook.com/SenseeRecruitment

Compliance7 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Subsidiaries4 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Sensée