Fusion CX

Fusion CX is a global BPO company and customer experience partner serving more than 200 businesses across banking, retail, healthcare, travel, and technology. Founded in 2004 as Fusion BPO Services by Pankaj Dhanuka and Kishore Saraogi, the company has grown into an AI-first outsourcing operation with delivery centers on four continents and a reported annual client retention rate of 98%. For buyers evaluating outsourcing partners, that number is worth asking about. The core service model covers omnichannel customer support across voice, chat, email, social, and messaging, with all channels unified into a single conversation history so customers never have to repeat themselves. Alongside inbound and outbound support, Fusion CX offers back office processing, multilingual programs in 28 languages, and AI data infrastructure services through its product arm, Omind. The AI QMS tool scores every interaction against a client-defined rubric rather than pulling a random sample, and turns each gap into a specific coaching item for the agent involved. The company also runs data annotation and robotics training pipelines through Annotera and Roborax, making it a practical outsourcing partner for organizations building AI products, not just running support queues. Industry coverage is broad but operationally grounded. Fusion CX has built domain-trained teams and tuned workflows for telecom and utilities, healthcare and life sciences, financial services, high tech, retail, and travel. These are sectors where compliance and accuracy carry real consequences, so the company positions its vertical expertise as a core part of what it delivers, not a marketing checkbox. From a delivery standpoint, the operation spans more than 40 locations in 13 countries. The right-shoring model blends onshore, nearshore, and offshore capacity to match each client's cost targets, time-zone requirements, and skill needs. Native speakers in 28 languages can be deployed as full programs or as overflow into an existing operation, and a follow-the-sun model keeps coverage active around the clock for clients that need a true 24/7 call center USA capability. Fusion CX reports against cost-to-serve, CSAT, retention, and QA coverage every month. If you want to see what an AI-ready BPO looks like running at scale, the team is available around the clock to build a staffing and technology plan specific to your queues.