In a year defined by economic turbulence, accelerating AI adoption, and rising customer expectations, one company has stood out as a beacon of innovation and execution. Fusion CX has been recognized with the prestigious 2025 Frost & Sullivan Best Practices Technology Innovation Leadership Award in the North American Customer Experience Management (CXM) industry.
Redefining the Future of Customer Experience
This accolade is not just an industry endorsement—it’s a validation of Fusion CX’s unique ability to fuse technology, human-centric service, and measurable impact into a future-ready customer experience ecosystem. Nowhere is this clearer than in its standout collaboration with Telaid, a $350M tech integrator that partnered with Fusion CX to supercharge its operational efficiency and revenue growth.
From Service Provider to Strategic Partner: Fusion CX’s Role in the CXM Evolution
The CXM industry is in a state of reinvention. While many providers are racing to bolt on GenAI and automation tools, Fusion CX has taken a more deliberate and impactful path—becoming a strategic partner to clients, aligning on business outcomes, and continuously innovating its service stack.
Where others offer services, Fusion CX delivers solutions—designed, integrated, and optimized to meet complex business needs across industries like tech, healthcare, telecom, fintech, and retail. And, as companies seek more than transactional support, Fusion CX’s long-term, value-based engagements are quickly becoming the new benchmark in outsourced CX partnerships.
Case Study Spotlight: How Fusion CX Helped Telaid Save Millions and Scale Faster
When Telaid—a leader in technology integration—needed a next-gen CX partner, they weren’t just looking to offload tasks. They needed a collaborator who could streamline help desk operations, manage service delivery, and create scalability through people, process, and platform innovation.
Fusion CX Delivered:
- Tiered IT Help Desk Support
- Centralized Project Management
- Operational Maturity Models aligned to Telaid’s strategic objectives
The Impact:
- $1.4M–$1.7M annual cost savings
- $15.9M in contributed revenue from 2022 to 2023 (out of Telaid’s $25M growth)
- 36% growth in outsourced business share within four years
- Significant lift in call stats and customer satisfaction
“The addition of the Fusion team has helped our overall call stats and CSAT scores tremendously compared to what we were seeing previously.”
— Remote Asset Tracking and Management Vendor (Partnered with Telaid)
Fusion CX didn’t just check boxes—they embedded themselves into Telaid’s operations, delivering 7 out of 11 lifecycle solutions. This hands-on, KPI-aligned model is emblematic of Fusion CX’s client strategy: be a partner, not a provider.
Powering Success Through GenAI: Meet Arya and AIQMS
At the heart of Fusion CX’s transformation engine is its proprietary suite of AI technologies, led by Arya, a multilingual GenAI-powered assistant, and AI QMS, its intelligent quality monitoring solution.
Together, they unlock:
- Real-time performance feedback
- Automated quality evaluations
- Context-aware training and coaching
- Workflow automation across CRMs and IVRs
Key Results:
- 49% reduction in Average Handle Time
- 20% increase in revenue per call
- Support in over 30 languages
- 17% improvement in NPS
Arya adapts through five powerful personas: Quality Auditor, Voice of Customer, Digital Cockpit, Coach, and Co-Pilot—each designed to solve specific operational pain points. The result? More efficient agents, happier customers, and faster resolution times.
Global Scale, Local Sensitivity
Fusion CX operates 40 centers in 15 countries, supporting over 28 languages. With deep roots in Latin America—Belize, Colombia, Jamaica, and Mexico—the company brings nearshore advantage and cultural fluency, especially critical for industries like healthcare, where empathy and understanding are paramount.
Their ability to deliver culturally aligned, multilingual support has helped improve both customer satisfaction and regulatory compliance in sensitive sectors.
Long-Term Partnerships, Not One-Off Contracts
Fusion CX is changing the CXM playbook by replacing short-term, transactional engagements with multi-year strategic partnerships that grow and evolve with the client.
One Fortune 500 enterprise, for example, began with a small-scale support engagement that expanded into a global, multi-channel CX transformation over a decade. Fusion CX aligned with their internal KPIs, scaled seamlessly with their customer base, and provided tech-driven enhancements across channels—becoming a trusted extension of their team.
This model—proven again with brands like Telaid—reflects Fusion CX’s partner-first philosophy, where collaboration is rooted in shared goals, mutual accountability, and continuous innovation.
Voice Tech, Accent Harmonization & Real-Time Insights
Fusion CX’s leadership extends into voice automation and accessibility tech. Leveraging enterprise-grade LLMs and custom CRMs, the company’s voice bots can handle lead gen, collections, and appointment setting with human-like clarity.
To further democratize voice communication:
- Accent harmonization makes conversations clearer across regions and accents.
- Built-in noise cancellation ensures superior audio quality in hybrid work environments.
Together, these innovations support diversity, accessibility, and inclusive communication—core values that set Fusion CX apart.
Operational Excellence with Financial Backbone
Fusion CX isn’t just winning awards—it’s outpacing the market. With a 25% CAGR, its revenue is projected to grow from $140M in 2023 to $209M by 2025. Strategic acquisitions in telecom alone are expected to drive vertical revenue from $23M to $60M, while enhancing profitability by up to 8% post-integration.
Behind this growth lies a disciplined focus on:
- Scalable AI implementation
- DEI-centered talent strategy
- Transparent client reporting
- Continuous investment in tech R&D
Conclusion: The New Standard in CXM is Here
Read the full report for a deeper look into Fusion CX’s technology leadership and industry recognition.
Fusion CX’s recognition with the 2025 Frost & Sullivan Best Practices Technology Innovation Leadership Award is more than just an industry trophy—it’s a declaration that the future of CXM will be AI-powered, human-centered, outcome-driven, and partnership-led.
From the Telaid case study to long-standing enterprise transformations, Fusion CX is proving that it can deliver not only scalable innovation—but lasting business impact.
