Customer experience services provider Fusion CX is expanding its operations in the Philippines, supported by its artificial intelligence (AI) tools that aim to improve employee performance and client services.
The company recently opened a new delivery center at 500 Shaw Boulevard in Metro Manila with a capacity of 836 seats. This follows the launch of its 275-seat facility in Legazpi City. These additions bring Fusion CX’s Philippine delivery network to four cities, including existing hubs in Cebu and Silang.
Fusion CX said it is using AI as one of the tools to support its operational growth, including its target of filling 1,000 seats across the new sites. The company’s AI Solutions Command Hub, developed by subsidiary Omind, offers tools such as real-time agent assistance, conversational AI, accent harmonization, sentiment analysis, and automation.
“AI is helping you to be more efficient, increase your productivity, and increase your accuracy,” said Pankaj Dhanuka, co-founder, chair, managing director, and CEO of Fusion CX.
Dhanuka said AI can support, not replace, human workers.
“We believe that given the right approach, the technology can help employees improve their quality of work,” he said, adding that AI adoption may also lead to the creation of new roles.
Fusion CX is a global business process outsourcing company that provides customer experience services across voice, chat, email, and social media channels. With operations in over 15 countries, including the Philippines, it serves clients in industries such as telecommunications, healthcare, finance, retail, and travel. The company combines human support with AI tools to enhance service quality and efficiency, making it a relevant player in the growing CX and digital transformation space.
Fusion CX said its Manila center is designed to support both clients and employees, with multichannel delivery zones for voice, chat, email, and social media. It also includes collaborative workspaces to encourage learning and engagement. More than 500 CX professionals are already employed at the site, with room for further expansion.
The company said its delivery strategy focuses on inclusive growth, decentralized talent development, and the use of technology to improve services.