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Voice support
Live phone support for service, sales and retention programs.
Onshore and nearshore customer engagement from the US, Canada, Mexico, Colombia, Jamaica and El Salvador, in your customers’ native languages.
The NALATAM customer support market is growing quickly with the onshore and nearshore outsourcing trend, as more US-based companies choose to outsource non-core operations and customer communication to contact centers in North and Latin America.
As a leading name among nearshore contact centers in North and Latin America, Fusion CX delivers a wide range of customer engagement services. With a presence in six countries in the region, including the US, Canada, Mexico, Colombia, Jamaica and El Salvador, we serve your customers with personalized communication in their native languages.
Our omnichannel capability and a blend of high-tech and high-touch solutions make us a strong partner among contact center companies in North America and Latin America.
High-tech and high-touch, in one delivery model. Smart IVRs, AI-enabled chatbots, NLP and AI-driven analytics work alongside experienced agents to deliver data-driven outcomes.
Most enterprises build a blended footprint rather than picking one region. Here is where NALATAM fits.
| Dimension | NALATAM | Philippines | India |
|---|---|---|---|
| Strongest for | Onshore and nearshore voice, bilingual EN/ES, regulated programs | Voice CX, customer service, retention | Tech support, back office, analytics, scale |
| Languages | Native English and Spanish, plus French | Neutral English, Tagalog, Asian languages | English plus Hindi and regional Indian languages |
| Time-zone fit | Same or similar time zones as US and Canada | Dedicated US night shifts | Follow-the-sun and overnight coverage |
| Cultural proximity | Closest cultural fit with North American customers | Strong affinity with US culture | Strong global English service culture |
Voice and non-voice programs delivered onshore and nearshore with consistent quality across channels.
Live phone support for service, sales and retention programs.
Email, messaging and back-office work handled with the same quality as voice.
Customer inquiries, orders and service requests handled with speed and accuracy.
Sales, surveys, follow-ups and proactive customer outreach.
Structured troubleshooting across products, platforms and devices.
Real-time chat support that resolves questions without a phone call.
Compliant, respectful collections programs that protect customer relationships.
Scheduling, confirmations and reminders that keep calendars full.
Monitoring across voice and digital channels to uphold standards and compliance.
Professional call answering that keeps you reachable around the clock.
Onshore and nearshore teams trained on the workflows, regulations and customer expectations of each sector.
Secure, efficient support for banking, loans, insurance and financial products.
24/7 support for product questions, order tracking and returns.
Troubleshooting, billing assistance and subscription management that reduce churn.
Bookings, inquiries and cancellations for airlines, OTAs, car rental and hotels.
HIPAA-compliant patient engagement, scheduling and claims support.
Technical support, customer service and lead generation for fast-growing tech firms.
Billing queries and service changes that keep essential services running.
Inquiries, order processing and after-sales service for contractors and homeowners.
Cultural proximity, shared time zones and native English and Spanish speakers make the region a natural fit for North American brands.
Cultural compatibility between agents and customers elevates satisfaction and CX.
Shared time zones keep you available to customers when they need you.
Agents who speak your customers’ languages natively improve every conversation.
Smart IVRs, AI chatbots, ML, NLP and AI-driven analytics for data-driven outcomes.
Blend onshore and nearshore delivery to balance cost, control and CX.
A multi-country footprint that protects operations from local disruption.
A unique blend of high-tech and high-touch solutions delivered across six countries in the region.
Voice, email, chat, social media and messaging in one framework.
Centers across the US, Canada, Mexico, Colombia, Jamaica and El Salvador.
AI-enabled chatbots, smart IVRs and AI-driven analytics across programs.
Reporting that turns every interaction into actionable insight.
Personalized communication in English, Spanish and French.
Onshore and nearshore capacity that ramps with seasonal peaks and growth.
Secure environments and processes aligned with PCI DSS, SOC 2, ISO and HIPAA.
Regional teams backed by 40+ Fusion CX locations worldwide.
Share your volumes, channels and languages. We’ll design an onshore and nearshore program across the region and respond within one business day.
Guides for leaders evaluating onshore and nearshore outsourcing in the Americas.
What buyers ask before outsourcing to North and Latin America.
Fusion CX has a presence in six countries in the NALATAM region: the United States, Canada, Mexico, Colombia, Jamaica and El Salvador. This footprint lets us serve customers in their native languages from onshore and nearshore locations.
Onshore outsourcing places your support in the same country as your customers, while nearshore uses nearby countries in similar time zones. Many North American brands blend both to balance cost, control and customer experience.
The region offers cultural proximity, similar time zones and native English and Spanish speakers. Together these help brands stay available to customers and improve satisfaction.
Our NALATAM teams provide native English and Spanish support, with French and other languages available. Fusion CX’s global network extends coverage to 28 languages.
We deliver voice and non-voice support, inbound and outbound programs, technical support, live chat, debt collection, appointment setting, quality assurance and answering services.
Our centers use smart IVRs, AI-enabled chatbots, machine learning, NLP, AI-driven analytics and reporting to deliver data-driven outcomes.
