Figures last updated 21 Oct 2026, 11:00 PM IST · How we work · Report an error
What the company does and where it sits in its industry
Fusion CX is an information technology-enabled customer experience solutions and business process outsourcing provider delivering multi-channel engagement, technical support, back-office processing, and digital customer care services to clients across global markets. The company operates through an international network of delivery centers, providing multi-language support across key operational verticals including telecommunications, utilities, high technology, travel, financial services, retail, and healthcare. Fusion CX generates revenue primarily through fees charged for customer experience management, process automation, and technology-driven operations structured under service contracts with enterprise clients. The company integrates proprietary software applications, artificial intelligence platforms, and a global workforce to deliver integrated omnichannel customer interaction and workflow execution solutions. Fusion CX focuses on serving large international corporations with a significant operational presence in North America, Europe, and Asia-Pacific regions.
Fusion CX Limited is a customer experience (CX) and business process outsourcing (BPO) service provider delivering services across multiple channels, including voice, email, chat, social media, and message, in addition to providing AI data infrastructure services such as data annotation, labeling, and teleoperation services.
The company serves a client base across key industry verticals including telecom and utilities, high-tech growth and travel (HTT), banking, financial services and insurance (BFSI), retail, and healthcare. Its clients include 22 Fortune 1000 companies as well as mid-sized and emerging enterprises, predominantly located in North America, India, Europe, and Latin America.
The company generates revenue through diverse commercial engagement models, including fixed-fee contracts based on employee scopes, transaction-based pricing per interaction, outcome-based pricing linked to performance metrics, and hybrid models combining fixed fees and performance incentives.
The company offers customer acquisition, multichannel customer service, order fulfillment support, payment and collections, customer retention, technical support, digital solutions, and AI data infrastructure services including data annotation and robot teleoperation.
The company operates a technology-enabled CX delivery model utilizing a global right-shoring footprint across onshore, nearshore, and offshore delivery centres charged on fixed-fee, transaction-based, outcome-based, or hybrid pricing arrangements.
Fusion CX is positioned as a mid-sized global CX provider delivering complex, technology-enabled, and omnichannel services across the customer lifecycle with a global network of 40 delivery centres across 13 countries as of June 30, 2026.
Who controls the company, and how much of it they hold
Pankaj Dhanuka, Kishore Saraogi, P N S Business Private Limited, Rasish Consultants Private Limited
Points to weigh, drawn from the offer document and the figures on the other tabs
The company operates a global delivery network across 13 countries with 40 scalable delivery centres providing 24x7 multichannel support in 28 languages as on June 30, 2026.
The company maintains a continuous focus on strategic R&D investments to develop in-house, AI-driven solutions such as Arya, MindVoice, and Mind WorkPlace focused on CX transformation.
The company has demonstrated a consistent inorganic growth strategy, having executed eight acquisitions across North America, Latin America, EMEA, and APAC since 2019 to add capabilities and delivery scale.
The company maintains diversified operations with domain expertise across telecom and utilities, HTT, BFSI, retail, and healthcare, with average relationships of over 11 years with its top 10 customers.
The company is led by co-founders Pankaj Dhanuka and Kishore Saraogi, who bring over 22 and 27 years of industry experience, supported by a professional management team and skilled global workforce.
The company, its subsidiaries, and directors are involved in outstanding legal proceedings, including civil suits, tax proceedings, and criminal complaints, any adverse outcome of which could impact business and cash flows.
A significant portion of revenue is concentrated among top clients, with the top 10 customers contributing 52.17%, 45.30%, and 41.04% of revenue from operations in Fiscals 2026, 2025, and 2024, respectively.
In Fiscal 2026, 88.71% of revenue was derived from outside India, with North America contributing 81.70%, exposing the company to economic, legal, tax, and currency fluctuation risks in foreign jurisdictions.
Employee benefits expenses accounted for 65.62%, 65.83%, and 68.82% of revenue from operations in Fiscals 2026, 2025, and 2024, and the business relies heavily on retaining skilled personnel amid high industry attrition.
Goodwill and other intangible assets represent the company's largest assets, aggregating to 26.15% and 7.68% of total assets as of March 31, 2026, and any future impairment could adversely affect reported results.