Jul23121 MEA | African Business Awards 2024 31 May24503 Best Global Contact Center Solutions Provider 2024 Co-founded in 2004 by Pankaj Dhanuka and Kishore Saraogi, Fusion CX is a leading provider of global contact center solutions. The company aims to provide both clients and end consumers with a seamless experience across platforms. As Fusion CX receives its title in the African Excellence Awards 2024, we speak with CoFounder Pankaj below. oasting over 20 years of industry expertise, Fusion CX is a Casablanca-based leader in customer experience and business process management services. The company operates in 14 countries, with a client base that spans over 150 businesses across a broad range of sectors. With the support of a dedicated team of 14,000 professionals, Fusion CX commits itself to delivering exceptional services and value to clients around the world. Fusion CX offers many high-quality services, including customer engagement, digital solutions, utility billing, and lead generation. Pankaj tells us, “Fusion CX stands out in the competitive market through a unique blend of extensive global reach, robust service offerings, and unwavering commitment to delivering personalized customer experiences. Our distinctive advantage lies in seamlessly integrating cutting-edge technology with a human-centric approach, ensuring deep client satisfaction, and fostering enduring loyalty.” The company prioritizes diversity, innovation, and human connection within its operations, which is evident in the way that Fusion CX leverages advanced technology and fosters a diverse workforce. Through embracing diversity and innovation, the company is sure to cultivate a variety of perspectives that drive Fusion CX far ahead of its competition. Keeping in line with Africa’s digital transformation and the rising demand for superior consumer service across industries, Pankaj describes Fusion CX’s mission as continually honing the ‘Human + Tech’ delivery model, ensuring unparalleled customer satisfaction and exceeding expectations of clients and consumers alike. He says, “Our strategic operations in Morocco, serving as a vital hub for this mission, cater to the digital and customer service needs across the continent. By investing in local talent and infrastructure, we support economic growth and skill development in Africa. This approach not only meets our clients’ immediate needs but also contributes to the long-term economic resilience and development of the regions we operate in.” Its commitment to sustainability and social responsibility is integral to Fusion CX’s business ethos. The company focuses on minimizing its environmental impact and enhancing its community well-being through sustainable business practices, charitable activities, and collaborations with other organizations that share the same dedication to social impact. “As a global CX provider, Fusion CX has a significant presence in Africa, particularly in Morocco, and it serves as a strategic delivery and sales hub for the EMEA region. Our initiatives in Africa bolster the CX industry and contribute substantially to the region’s economic development,” Pankaj informs us. In expanding its operations across Africa, Fusion CX is committed to creating new job opportunities and upskilling the local talent. Through focusing on continuous learning and development, the company ensures that its team is well-versed in the latest customer experience focused technologies and practices. This strategy not only strengthens Fusion CX’s service delivery but also contributes to overall economic stability and growth within the region. Pankaj cites Morocco as a crucial player in the company’s strategy for the EMEA region, and acts as a pivotal delivery location. The country’s geographical position and multilingual workforce have made it an advantageous hub for Fusion CX to service its EMEA clients. The company leverages local talent and insights to better serve its international clientele, further boosting the local economy with career opportunities and advanced technology skills. “These focused initiatives in Morocco and across Africa have created substantial employment opportunities and played a pivotal role in technological and economic advancement. By investing in local talent and cutting-edge technologies, Fusion CX continues to promote sustainable growth and long-term economic benefits in our regions,” Pankaj tells us. Fusion CX prides itself on its relentless pursuit of excellence and innovation in both customer experience and business project management. It strives to continuously adapt to the evolving market conditions and client demands, which will ensure that its growth and leadership in the sector remains unchallenged. Looking ahead, Pankaj states, “Fusion CX aims to broaden our service spectrum and extend our global footprint. For the remainder of 2024, we focus on enhancing our technological capabilities to offer more sophisticated digital solutions and expand our presence into emerging markets. These steps support local economic development and scale our impact globally.” Contact: Sara Rafiki Company: Fusion CX Web Address: https://www.fusioncx.com B
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