Serve 500+ Clients in 45 Centers Across 14 Nations
Fusion CX is one of the fastest-growing providers of Business Process Management & global customer experience management solutions. We offer omnichannel consumer engagements in 40+ global and regional languages to more than 250 clients worldwide. With a global workforce that includes 14,000+ professionals across 14 countries worldwide and from diversified educational & ethnic backgrounds, we have been augmenting, strengthening, and accelerating client success continually through customer service excellence.
Our operations are powered by cutting-edge AI & ML-enabled digital solutions to maximize efficiency, performance, and overall workspace experience. This has empowered us to infuse our customizable services with technological innovation to ensure meaningful customer engagements and superior CX deliveries. At Fusion CX, We strive to create human connections with each of our interactions, allowing us to keep customer concerns in focus and attend to their needs with mutual understanding and empowering a culture of collaboration.
Our ideas & efforts are concentrated on creating a future of excellence in customer satisfaction & business growth. This way, we are ushering in the next era of services that improve & exceed the expectations of clients & customers alike. At Fusion CX, we aim to pioneer change in the shared services industry & pave the way for Growth-Oriented Business Associations and Customer-Focused Technological Innovations.
$10,000+
< $25 / hr
10,000+
Pasig, Philippines
Founded 2004
10 Locations
Pasig , Philippines
Montreal , Canada
Cebu City , Philippines
Berkeley Lake , GA
Kingston , Jamaica
Medellín , Colombia
Tiranë , Albania
Casablanca , Morocco
Casablanca , Morocco
Casablanca , Morocco
Total Reviews
16
Average Referral Rating
4.8
/5
Most Common Project Size
Less than $10,000
$XX,XXX – $XXX,XXX
Focus
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Fusion CX Review Insights
Overall Review Rating
4.6
Quality
4.8
Schedule
4.6
Cost
4.5
Willing to Refer
4.8
Top Mentions
Review Highlights
Efficient Outbound Call Management
Fusion CX excels in managing outbound calls for donations and memberships, generating leads, and saving money. Clients appreciate their fast and reliable service, with no areas for improvement noted.
Wide Range of Services
Fusion CX offers a broad spectrum of services, including customer service, telesales, and market research, helping clients save money and time. Their communication and problem-solving skills are strong, with no noted areas for improvement.
Quality Service and Security
Fusion CX provides secure and responsible inbound and outbound voice services, as well as back-office support. Clients save time and money, with no areas for improvement mentioned, highlighting their strong service quality.
Dedicated Call Center Services
Fusion CX is praised for their call center operations for a hospitality company, exceeding expectations with a problem-solving attitude and streamlined processes. Improvement areas include incorporating more tech-based solutions for reporting.
Order Handling and Complaint Management
Fusion CX effectively manages order processing and complaint handling for a delivery app, managing 6000 calls monthly and improving customer service and sales. They work even during holidays but could benefit from offering multilingual support.
Cost-Effective Outbound Services
Fusion CX is recognized for reducing call volume and workload, saving businesses significant time and money. However, there is feedback suggesting a need for a better pricing structure.
"They understood all the details about our business in a very quick span of time."
Jan 4, 2021
Business Lead, Financial Services Company
Anonymous
IT Services
India
11-50 Employees
Online Review
A Financial Service company hired Fusion BPO Services to provide customer care assistance. They assigned experienced call center agents to improve customer relations and acquire and retain clients.
Thanks to their work, the Financial Service company was able to attract return clients and acquire new ones. Fusion BPO Services were knowledgeable about the business throughout the engagement. They were efficient and had a smooth workflow.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
We are into financial services since 2010. We provide all kinds of legal help to different industries. We provide our services globally
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Fusion BPO Services?
Fusion BPO Sevices worked with us as an answering services outsourcing partner for a year.
What were your goals for this project?
The reason that we have hired Fusion BPO Services was to improve our customer care experience.
SOLUTION
How did you select Fusion BPO Services?
Fusion BPO Services proved why they are the best in business. Their experienced call center agent given their best to improve our customer care experience and also helped to get us back many new acquisitions as well as return clients.
Describe the project in detail.
We have hired 10 seats of Fusion BPO Services for our customer care. They assigned the best call center agents of the Financial Industry.
What was the team composition?
Initially, we have assigned our senior executive to work with Fusion BPO Services to help them to understand our business
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
In a year, we have got around 235 new acquisitions and around 95 returned clients.
How effective was the workflow between your team and theirs?
The workflow was very smooth. They understood all the details about our business in a very quick span of time.
What did you find most impressive about this company?
Fusion BPO Services knows for providing effective result and they proved in and out with our business
Are there any areas for improvement?
As of now, they are in 18 different locations around the world but seeing their brand, they should be present in many more.
RATINGS
4.5
Quality
4.5
Service & Deliverables
Schedule
4.5
On time / deadlines
Cost
4.5
Value / within estimates
Willing to Refer
4.5
NPS
Inbound Calls for Consulting Company
Business ConsultingCall Center ServicesHR Consulting
Less than $10,000
Mar. 2022 - Ongoing
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"There are almost everywhere, with such portfolios and clientele."
Jul 6, 2022
Customer Success Manager, MirageIncorp
Kathie Murphy
Consulting
Kolkata, India
11-50 Employees
Online Review
Fusion BPO Services provides inbound and outbound calling services for a consulting company. They use MWP tools for agent access.
Fusion BPO Services' efforts have been met with positive acclaim. The team adapted well to the client's calendars. Customers can expect an efficient team that gets the job done.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
My name is Kathie Murphy and I am customer success manager in Imagecorp
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Fusion BPO Services, and what were your goals??
For inbound calls
SOLUTION
How did you select this vendor and what were the deciding factors?
Through Google search
Describe the project in detail and walk through their service package, including any calling tools used.
They use MWP toold for agent access and it is awesome
Who did you work with and what was the feedback process like?
Mr Ajay Deb
RESULTS & FEEDBACK
Can you share any measurable outcomes of the project or general feedback about the service?
cant disclose
Describe their project management style, including communication tools and timeliness.
Work with the calenders taht we schedule
What did you find most impressive or unique about this company?
There are almost everywhere, with such portfolios and clientele.
Are there any areas for improvement or something they could have done differently?
Their minimum calls to start a project 4000
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Lead Generation for Material Supplier
Business ConsultingDigital Strategy
Less than $10,000
June 2021 - Ongoing
5.0
Quality
5.0
Schedule
4.5
Cost
5.0
Willing to Refer
5.0
"Their process is going quite smoothly."
Jul 6, 2022
Sales Manager, Bengal Building Solutions Pvt Ltd
Anonymous
Manufacturing
Kolkata, India
51-200 Employees
Online Review
Fusion BPO Services provides lead generation services for a material supplier through customer contact and bulk order communication.
Although they could cut down their cost, Fusion BPO Services has provided good numbers for the internal team with a smooth process. Their onshoring has also been largely impressive.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I, Shubhra Denath working as sales manager in BBSPL. BBSPL thrive to be one of largest building materiala suppliers
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Fusion BPO Services?
Bengal Building Solution Chosen Fusion BPO to speak with dealers and suppliers for dealership and bulk order
SOLUTION
How did you select this firm and what were the deciding factors?
Through word of mouth
Describe the project in detail and walk through their service package.
Started lead generation services in mid of 2021 and on monthly basis they giving us around 100 prospect
How many resources from the vendor's team worked with you, and what were their positions?
8
RESULTS & FEEDBACK
Can you share any outcomes from the engagement that demonstrate progress or success?
we getting preety good numbers through them
How effective was the workflow between your team and theirs?
Their process is going quite smoothly.
What did you find most impressive or unique about this company?
On shoring
Are there any areas for improvement or something they could have done differently?
If they cant cut down cost a bit
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
4.5
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Call Center Services for Online News-Sharing Portal
Business ConsultingCall Center ServicesHR Consulting
$10,000 to $49,999
Jan. 2022 - Ongoing
5.0
Quality
4.5
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"Their management is really good."
Jul 5, 2022
CEO & Founder, jangoPedia
Jango Johnson
Media
India
11-50 Employees
Online Review
Fusion BPO Services provides call center services for an online news-sharing portal. They work to get advertisers for the media platform’s platform. They were tasked with helping the client get advertisers.
Fusion BPO Services obtained about 40 advertisers for the client within three months. They have great management, as well.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I am co founder of this online news sharing portal Jangopedia.com
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Fusion BPO Services, and what were your goals??
For Inside Sales Project
SOLUTION
How did you select this vendor and what were the deciding factors?
Through Reference
Describe the project in detail and walk through their service package, including any calling tools used.
Inside Sales Team from Fusion BPO helping us to get advertisers for our media platform
Who did you work with and what was the feedback process like?
Mr Amit who is mnager of our process in Fusion takes care of our project
RESULTS & FEEDBACK
Can you share any measurable outcomes of the project or general feedback about the service?
In last 3 months, we got around 40 advertisers through Fusion's Inside Sales Team
Describe their project management style, including communication tools and timeliness.
They have one manager, one team lead and 4 inside sales agents
What did you find most impressive or unique about this company?
Their management is really good.
Are there any areas for improvement or something they could have done differently?
They takes project whose requirements are more than 5000 calls in one month
RATINGS
5.0
Quality
4.5
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Order & Complaint Management Support for Delivery App Co
$50,000 to $199,999
Nov. 2021 - Ongoing
5.0
Quality
5.0
Schedule
4.5
Cost
5.0
Willing to Refer
5.0
"They manage to work even within holidays."
Jul 5, 2022
CEO & Founder, Delinzo
Md Alam
Retail
Kolkata, India
51-200 Employees
Online Review
Verified
Fusion BPO Services provides order processing and complaint management support for a delivery app company. The team manages 6000 calls monthly.
Thanks to Fusion BPO Services' ongoing support, the company's customer service has improved, causing sales to increase. Impressively, the team perfectly manages all tasks and works even during holidays.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
Order Taking For For Our Delivery App
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Fusion BPO Services?
We hired them for order taking and compaint handling services
SOLUTION
How did you select this firm and what were the deciding factors?
Trough Listing site
Describe the project in detail and walk through their service package.
We having requirement of more than 6000 calls in a month adding both order taking & complaint handling
How many resources from the vendor's team worked with you, and what were their positions?
8 agents working for us
RESULTS & FEEDBACK
Can you share any outcomes from the engagement that demonstrate progress or success?
Better CX made us to achieve double our sales
How effective was the workflow between your team and theirs?
It is month
What did you find most impressive or unique about this company?
They manage to work even within holidays
Are there any areas for improvement or something they could have done differently?
I hope they can offer multilingual from same office
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
4.5
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Call Center Services for Hospitality Company
Call Center ServicesIT Staff Augmentation
$10,000 to $49,999
Jan. 2022 - Ongoing
4.5
Quality
4.0
Schedule
4.5
Cost
4.0
Willing to Refer
4.5
"Fusion has always exceeded our expectations."
Jun 6, 2022
Senior Manager, Growth & Revenue, OYO Rooms
Sumit Mahajan
Business services
India
5,001-10,000 Employees
Online Review
Verified
Fusion BPO Services is providing call center services for a hospitality company. They consider the client’s technical and commercial needs when hiring resources.
Fusion BPO Services’ efforts have exceeded the client’s expectations. Their streamlined processes ensure a productive partnership. Overall, they are dedicated and have a solutions-based approach.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I am head Direct channel at OYO, one of the largest hospitality company in India.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Fusion BPO Services?
We hired for sales call center
SOLUTION
How did you select this agency and what were the deciding factors?
We did a proper technical and commercial analysis
Describe the project in detail and walk through the stages of the project.
Project is majorly a call center operations handled by multiple centers of Fusion across India
Describe the recruitment process in detail.
Recruitment process was structured around technical and commercial aspects
RESULTS & FEEDBACK
Can you share any outcomes from the engagement that demonstrate progress or success?
One of the most dedicated partner we have worked with across multiple vendors. Fusion has always exceeded our expectations
How effective was the workflow between your team and theirs?
Mostly it is streamlined
What did you find most impressive or unique about this company?
Problem solving attitude of the team
Are there any areas for improvement or something they could have done differently?
Bring in more tech based solutions in terms of reporting
RATINGS
4.5
Quality
4.0
Service & Deliverables
Schedule
4.5
On time / deadlines
Cost
4.0
Value / within estimates
Willing to Refer
4.5
NPS
Customer Service for Call Center Company
Call Center ServicesHR Consulting
$50,000 to $199,999
May 2021 - Ongoing
5.0
Quality
5.0
Schedule
5.0
Cost
4.5
Willing to Refer
5.0
"We haven't experienced any dips in quality or communication with Fusion BPO Services."
Apr 18, 2022
Project Coordinator, Call Center Company
Anonymous
Consulting
India
51-200 Employees
Online Review
Fusion BPO Services handles customer and telemarketing services for a call center company. They offer general 9–5 shifts for their different time zones.
Fusion BPO Services has significantly helped the company boost their connection rate by 56%. As a result, they have fulfilled 84 projects in the last six months, increasing their annual turnover by 45%. Customers can expect a transparent vendor team.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
We connect B2B clients for the fulfilment of projects and business goals.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Fusion BPO Services, and what were your goals??
We contracted Fusion BPO Services to handle our telemarketing services. We had a high seats' requirement and handling the team in-house was not easy.
SOLUTION
How did you select this vendor and what were the deciding factors?
We made an organic search on Google. We decided to hire them since they had a multi-national presence with multilingual capabilities, which helped us expand our global market.
Describe the project in detail and walk through their service package, including any calling tools used.
We connect with businesses to promote the promote the services offered by our clients. We needed a call center service provider that could offer general 9-5 shifts for different time zone of the countries of our presence.
Who did you work with and what was the feedback process like?
Our project was handled by Mr. Khurshid.
RESULTS & FEEDBACK
Can you share any measurable outcomes of the project or general feedback about the service?
Fusion helped us boost our connection rate by 56%. We fulfilled 84 projects in the last 6 months and that increased our annual turnover by 45%.
Describe their project management style, including communication tools and timeliness.
Fusion offers us 10 agents, with one team lead and one project manager.
What did you find most impressive or unique about this company?
Transparency
Conversion rate
Tools for performance metrics and analytics
Are there any areas for improvement or something they could have done differently?
Our projects relationship is under a year old and we haven't experienced any dips in the quality or communication with Fusion BPO Services.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
4.5
Value / within estimates
Willing to Refer
5.0
NPS
Inbound Call Center Services for Healthcare Company
Call Center Services
$200,000 to $999,999
Jan. 2021 - Ongoing
4.5
Quality
5.0
Schedule
4.5
Cost
5.0
Willing to Refer
5.0
"They have a team of highly professional individuals!"
Apr 14, 2022
Management Head, Healthcare Company
Anonymous
Healthcare
Bengaluru, India
201-500 Employees
Online Review
Fusion BPO Services provides call center services for a healthcare company. They provide 10-15 agents to handle the client's inbound calls to support the patient's inquiries.
So far, the client's inbound calls are being handled well, providing a better patient experience, thanks to Fusion BPO Services. The team continues to provide support to the client's business needs. Their professionalism impresses the client.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
Working as a management head
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Fusion BPO Services, and what were your goals??
Outsourcing inbound answering services with 10-15 agents
SOLUTION
How did you select this vendor and what were the deciding factors?
Google Search
Describe the project in detail and walk through their service package, including any calling tools used.
We have outsourced our inbound answering services to Fusion BPO for better patient experience.
Who did you work with and what was the feedback process like?
We have work with Miss Bose as she is our team lead for our project
RESULTS & FEEDBACK
Can you share any measurable outcomes of the project or general feedback about the service?
It helped us to get improve better patient experience.
Describe their project management style, including communication tools and timeliness.
Their MWP tools is brilliant as it manage everything about their agent and also they use Mind QA or better quality
What did you find most impressive or unique about this company?
They have a team of highly professional individuals!
Are there any areas for improvement or something they could have done differently?
could be better if they do employee engagement more frequently.
RATINGS
4.5
Quality
5.0
Service & Deliverables
Schedule
4.5
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Call Center Services Outsourcing for IT Company
IT Managed Services
$10,000 to $49,999
Feb. 2021 - Ongoing
4.5
Quality
4.5
Schedule
5.0
Cost
4.5
Willing to Refer
5.0
"About 20 highly experienced customer service agents communicated with us quite smoothly."
Nov 24, 2021
Project Manager, Omind Technlogies
Suranjan Gupta
IT Services
Bengaluru, India
51-200 Employees
Online Review
Fusion BPO Services offered customer service outsourcing for a digital tech company. The client wants a multilingual platform that is cost-effective and near-shore.
Fusion BPO Services has run a smooth platform with more than 18 new clients. They provide services in many languages, which has impressed the client immensely. They have 20 highly experienced customer service agents that have offered smooth communication.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
At Omind Technologies, we consider digital technologies to be the key to sustainable growth. I work as a Project Manager.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Fusion BPO Services?
Customer Service Outsourcing
SOLUTION
How did you select this vendor and what were the deciding factors?
Global Presence
Multi-lingual capabilities
Near-shore
Cost-Effective
Work Experience for more than 17 years
Describe the project in detail and walk through their service package.
We outsource our customer services to Fusion BPO so that they can improve our Customer Service Relationship with us. So far it worked for us and is successfully getting new acquisitions. And also retaining old clients.
How many resources from the vendor's team worked with you, and what were their positions?
We have outsourced 20 seats to them.
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
We have received more than 18 new clients with the help of a better Cx Experience.
Successfully retained more than 3 old clients
How effective was the workflow between your team and theirs?
About 20 highly experienced customer service agents communicated with us quite smoothly.
What did you find most impressive or unique about this company?
They provide their services in 40+ languages
They have their offices in 10 Countries including US, UK, Philipines, and other top countries.
Are there any areas for improvement or something they could have done differently?
If they can physical office in China because we are also extending our operations in Beijing.
RATINGS
4.5
Quality
4.5
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
4.5
Value / within estimates
Willing to Refer
5.0
NPS
Call Center Services for E-Commerce Company
Call Center Services
Less than $10,000
Apr. 2020 - Apr. 2021
4.5
Quality
5.0
Schedule
4.5
Cost
4.5
Willing to Refer
4.5
"They delivered what they promised."
May 18, 2021
Marketing Manager, E-Commerce Company
Anonymous
Human Resources
Kolkata, India
51-200 Employees
Online Review
Fusion BPO Services provided call center services for an e-commerce company. The team provided customer service support, helping the client gain new leads and strengthen relationships with existing customers.
The collaboration was a success. Fusion BPO Services established consistent communication with the client in delivering high-quality results. The team was extremely professional all throughout.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I am a Marketing Manager at a mid-sized e-Commerce company.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Fusion BPO Services?
We hired Fusion BPO Services to get more leads through the digital platform and maintain the relationship with our existing customers.
SOLUTION
How did you select this firm and what were the deciding factors?
We decided to hire Fusion BPO Services because of their portfolio, customer review, case study, and reputation etc.
Describe the project in detail and walk through their service package.
We hired their call centre outsourcing service. The package was cost-effective and we are very happy about their work delivered.
How many resources from the vendor's team worked with you, and what were their positions?
More than 25 people work for us and everyone is very experienced and professional.
RESULTS & FEEDBACK
Can you share any outcomes from the engagement that demonstrate progress or success?
We got a very good result.
How effective was the workflow between your team and theirs?
The communication with their internal team was good.
What did you find most impressive or unique about this company?
They delivered what they promised.
Are there any areas for improvement or something they could have done differently?
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