Fusion CX in India: Making a Positive Impact


Since our incorporation in 2004 in Kolkata, India, Fusion CX has grown exponentially and carved a niche in the global BPO landscape within just 18 years. Today, we are present in 27 locations across 14 countries, catering to the myriad outsourcing needs of several industries worldwide, including retail, travel and hospitality, healthcare, technology, new-age businesses, and much more. In every industry we cater to, Fusion CX has positively impacted and helped our clients succeed by ensuring superior CX delivery. Let us take a quick look at six ways Fusion CX in India has made a positive impact on their clients’ businesses:

An extended team:

We work as an extension of your team. By seamlessly integrating with your existing team, we ensure improved service delivery. Working closely with you allows us to understand your business goals and customer needs. This helps us develop a CX delivery model tailored to your business, enabling superior customer service in every interaction.

Superior CX delivery:

Customer experience is a crucial business differentiator. Research shows that 96% of customers consider customer service important for brand loyalty. Additionally, 84% of companies that improve their CX report increased revenue. At Fusion CX, we prioritize high-quality customer engagement and CX delivery at every interaction across all channels.

Our multi-channel and omnichannel call center strategy enables us to deliver superior customer service in over 40 languages. This ensures timely and accurate issue resolution, proactive communication, and enhanced customer satisfaction, loyalty, and retention.

Quality and Compliance adherence:

We at Fusion CX, India place great emphasis on quality and compliance adherence. As a BPO serving various industries globally, we understand the need to comply with different regulations based on the nature of the business and location. We hold several certifications to help our clients stay compliant, including:

  • SOC2
  • SOC3
  • ISO27001
  • ISO27002
  • HIPAA-compliance

Our stringent quality assurance process quickly identifies performance gaps and errors. We rectify these through real-time feedback and training need identification. Our AI and speech-to-text technology also allows us to audit 100% of calls and provide timely feedback for continuous process improvement.

Adding great value to the processes:

Customer behavior, needs, and expectations are changing rapidly. Businesses must constantly upgrade their CX strategy to better serve their customers. They need an outsourcing partner with a flexible CX delivery model capable of offering highly personalized customer service.

With over 30 years of experience in customer service, we have designed omnichannel CX delivery models. These meet and exceed our client’s and their customer’s expectations with a wide range of personalized contact center services in over 40 languages. Our state-of-the-art training prepares our agents for every interaction, ensuring better customer satisfaction and adding value to our clients’ processes.


Companies today see very little value in hiring top contact center companies if they are forced to pay a fortune. It depreciates the value of the services and impacts their cost-effectiveness to the clients.

On the other hand, Fusion CX in India deliver top industry-specific customer services at very competitive prices. As a result, it allows businesses to offer superior customer services without raising the costs of the products or services. At the same time, we also ensure excellent customer experiences, which help our clients to retain customers and provide maximum revenues through repeated purchases, enabling companies to enjoy a cost-effective outsourcing experience without compromising quality.

Digital transformation:

Fusion CX in India has integrated the power of AI and automation to improve customer engagement and deliver better services. With the help of AI, machine learning, automation, and speech-to-text technology, we have improved agent efficiency, agent performance, and quality assurance while minimizing performance gaps and manual errors in all our processes. As a result, our service delivery has improved manifold, ensuring superior CX delivery at every interaction.

As a leading BPO services provider with a global presence, Fusion CX aims to deliver higher customer satisfaction and business growth for its clients. And to reach that goal, we have created the perfect blend of human interaction and tech expertise. It helps us deliver a high-quality customer experience through timely customer support and other personalized contact center services, propelling our clients towards business success.

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