Fusion CX
Customer Experience and Contact Center
Fusion CX is a global leader in business process management that provides customer experience and contact center solutions for healthcare, banking, financial services, retail, and telecommunications, known for its innovative technology integration and multilingual support.
Size
5K-10K
Private
10m-50m
Mission
To redefine customer experiences by delivering seamless, omnichannel engagement across devices and languages.
About
Fusion CX offers customer experience and contact center solutions along with advanced technology integration and healthcare provider support for clients in healthcare, banking, financial services, retail, and telecommunications. The company operates using a hybrid delivery model and supports clients across 15 countries worldwide.
It is recognized for its commitment to redefining customer experiences, with a workforce of over 20,000 professionals and a strong focus on omnichannel engagement powered by AI and machine learning.
Services
Fusion CX provides customer experience and contact center solutions supported by advanced technology integration and healthcare provider support services. These services cover inbound customer support, outbound telesales, multilingual support, and technical assistance, tailored to enhance customer satisfaction and operational efficiency.
Capabilities
Inbound Customer Support
Outbound Telesales & Retention
Multilingual Support
Customer & Marketing Analytics
Automation & RPA Enablement
Technical Support (Tier 1/2)
CX Consulting & Journey Mapping
Quality Assurance & Monitoring
Claims Processing
Billing & Invoicing
Procure-to-Pay (P2P)
Talent Sourcing & Screening
Onboarding Administration
Payroll Processing
Business & Financial Research
Data Collection & Survey Programming
Market & Competitive Intelligence
Descriptive & Diagnostic Analytics
Predictive Modelling
Industries Served
The company serves clients in healthcare, banking and financial services, retail, and telecommunications. It has experience supporting diverse clientele with services aligned to industry-specific requirements and technology platforms, ensuring effective customer engagement across various sectors.
Unique Stregths
Fusion CX is known for its innovative technology integration and commitment to customer experience excellence, offering clients scalable and efficient solutions. Its approach includes leveraging AI-driven tools and a multilingual workforce, which help deliver consistent and impactful customer interactions at scale.
Delivery Footprint
Headquartered globally, the company operates using a hybrid delivery model. It serves clients across 15 countries, with teams working in remote and on-site environments depending on client needs, ensuring localized and regionally relevant support.
Certifications
No items found.
Verticals
Healthcare & Life Sciences
Banking & Financial Services
Insurance
Retail & e-Commerce
Telecommunications & Media
Clients
No items found.
What's the main service provided by
Fusion CX
?
Fusion CX specializes in delivering comprehensive customer experience and contact center solutions. Their primary focus includes a variety of services such as inbound customer support, outbound telesales, multilingual assistance, and technical support across different tiers. Additionally, they offer capabilities in customer and marketing analytics, automation, quality assurance, and claims processing, among others. This extensive range of services is designed to enhance customer engagement and operational efficiency for their clients.
What additional services does
Fusion CX
provide?
When was
Fusion CX
founded?
Fusion CX was established in 2004, marking nearly two decades of operation in the business process outsourcing sector. Since its inception, the company has evolved significantly, adapting to the changing landscape of customer experience and technology integration, which has contributed to its growth and service excellence.
What industry verticals does
Fusion CX
serve?
Fusion CX serves a diverse array of industries including Healthcare & Life Sciences, Banking & Financial Services, Insurance, Retail & e-Commerce, and Telecommunications & Media. This broad industry focus allows them to tailor their services to meet the specific needs and challenges of various sectors, ensuring effective customer engagement.
What delivery model does
Fusion CX
offer?
Fusion CX employs a hybrid delivery model, effectively combining onshore, nearshore, offshore, and multi-shore services. Onshore refers to operations conducted within the same country as the client, while nearshore involves neighboring countries. Offshore services are provided from distant locations, often to leverage cost advantages. This flexible approach enables Fusion CX to cater to a wide range of client needs while ensuring localized and relevant support.
How many employees and/or seats does
Fusion CX
have?
Fusion CX boasts a workforce ranging between 5,000 to 10,000 employees. This substantial size allows them to scale their services effectively and provide support across various regions, ensuring they can meet the diverse needs of their clients.
Can
Fusion CX
be considered a good service provider for startups?
Fusion CX may be a suitable service provider for startups looking to establish a strong customer engagement strategy. With a diverse portfolio of services and a flexible hybrid delivery model, the company can adapt its offerings to meet the unique needs of emerging businesses. Their capabilities in customer experience and support can help startups streamline operations and enhance customer interactions right from the outset.
Can
Fusion CX
be considered a good service provider for SMBs?
For small and medium businesses, Fusion CX presents a viable option due to its scalable service offerings and experience across multiple industries. The company's ability to provide tailored support ensures that SMBs can benefit from sophisticated customer engagement solutions without the need for extensive internal resources. This flexibility allows smaller enterprises to grow and adapt in a competitive marketplace.
Can
Fusion CX
be considered a good service provider for enterprises?
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