Fusion Contact Centers

Founded: 2004-01-01
Headquarters: Norcross, Georgia, USA
Email: daniel.akre@callfusion.com
Phone: (916) 789-9200

Fusion CX is a global business process outsourcing and customer experience company that positions itself as an AI-First CX provider. Founded in 2004 by Pankaj Dhanuka and Kishore Saraogi, the company has grown from a focused support operation into a multinational organization with over 20,000 professionals across 15 countries. Headquartered in Norcross, Georgia, Fusion CX combines human-led, empathetic service with a suite of proprietary AI-powered tools for quality assurance, accent translation, voice automation, and workforce management. Its aggressive acquisition strategy—more than a dozen deals since 2007—has expanded its footprint across North America, Latin America, EMEA, and Asia-Pacific. The company serves industries including BFSI, healthcare, high-tech, retail, utilities, and telecom, emphasizing continuous innovation in generative AI and machine learning to maintain high-touch customer interactions. Fusion CX is privately held and does not publicly disclose revenue or major client names, limiting third-party validation of its market share, but its technology stack and global delivery centers position it as a notable player in the AI-enhanced contact center space.

Detailed Review

History and Growth

Fusion CX was founded in 2004 by Pankaj Dhanuka and Kishore Saraogi. The company initially grew organically but shifted to an aggressive acquisition strategy from 2007 onward. Key acquisitions include HelpDeskNow (Canada, 2007), O'Currance Teleservices (Utah, 2012), Phocus Contact Solutions (Canada, 2013), Vital Solutions (Atlanta, 2016), Support Save Inc. (Philippines, 2018), and Ameridial (US, 2019). In 2020, it entered EMEA by acquiring Finaccess BPO (Morocco), and later deals added Competent Synergies (India, 2021), Boomsourcing (US, 2022), Omind Technologies (2023), Ready Call Center (Belize, 2024), S4 Communication (Houston, 2024), and in 2025 Sequential Technology International and Scribe.ology. The company also opened greenfield delivery centers in El Salvador, Jamaica, Albania, Kosovo, and multiple locations in India.

Operations and Products

Fusion CX operates as a full-service BPO handling omnichannel customer support across voice, chat, email, and social media. Its proprietary technology platform includes four main AI-powered products. AI QMS Enterprise QA Solution is an automated, real-time quality assurance tool that scores 100% of interactions and provides coaching insights. Accent Harmonizer is an AI-powered, real-time accent translation tool that improves voice clarity and reduces repeats and escalations. Sayin.ai is a GenAI voice agent platform for inbound and outbound calling with built-in telephony and analytics. MindWorkPlace is an AI-powered people platform for automating agent assessment, onboarding, upskilling, and performance tracking. The company also offers traditional BPO services such as data annotation, back-office processing, and 24/7 customer support with a human-in-the-loop approach.

Market Position

Fusion CX differentiates itself through its AI-First CX strategy, blending automation with live agents. Its heavy acquisition history has allowed rapid scaling and capability expansion. However, because the firm is private and does not widely publicize revenue or client names, third-party validation of its market share is limited. The company's focus on continuous innovation and its 2025 acquisitions of Sequential Technology and Scribe.ology suggest an intent to deepen its US presence and expand its technology stack. Competitors include other large BPOs like Concentrix, Teleperformance, and TTEC, though Fusion CX emphasizes a smaller, tech-forward niche.

Leadership

The only leadership roles explicitly confirmed from available sources are the co-founders: Pankaj Dhanuka and Kishore Saraogi. The company's "Our Leadership" page lists additional names—Ritesh Chakraborty, Manish Jain, Andrew Wilmott, Brad Call, and Amit Soni—but their specific job titles are not provided in the accessible text, so their C-level roles cannot be confirmed from the evidence available.

Key Products

AI QMS Enterprise QA Solution
An automated, real-time quality assurance tool that scores 100% of interactions and provides coaching insights to improve agent performance.
Accent Harmonizer
An AI-powered, real-time accent translation tool that improves voice clarity between agents and customers, reducing repeats and escalations.
Sayin.ai
A GenAI voice agent platform for inbound and outbound calling, with built-in telephony and analytics for automated conversational interactions.
MindWorkPlace
An AI-powered people platform for automating agent assessment, onboarding, upskilling, and performance tracking.
Omnichannel BPO Services
Full-service customer support across voice, chat, email, and social media, supported by human agents and AI tools, including data annotation and back-office processing.