Fusion CX Expands India Presence with Siliguri Facility

Fusion CX, a global customer experience (CX) and business process management leader, has launched a new 1,000-seat (∼3,000 shift seats), 54,000 sq. ft. delivery center in Siliguri, West Bengal. The center is designed as a hub for Ecommerce and Retail support, focusing on customer and seller experience while providing omnichannel solutions across voice, email, chat, social, and in-app messaging. This expansion strengthens Fusion CX’s presence in India and highlights Siliguri’s growing role as a center for talent and education.

The inauguration was attended by Shri Babul Supriyo, Honorable Minister of Information Technology and Electronics, Government of West Bengal, along with Fusion CX co-founders Pankaj Dhanuka and Kishore Saraogi.

Strategic Value of Siliguri Expansion

Siliguri is emerging as a gateway city with strong talent and a thriving educational base, making it well-suited for scaling digital-first and knowledge-driven services. The new facility positions Siliguri as a hub for commerce CX, data annotation, and industry-specific services, enhancing Fusion CX’s global delivery capabilities.

Quotes

“Siliguri’s rise as a CX hub is a milestone for the state, creating large-scale employment opportunities and showcasing Bengal’s growing strength in the IT and BPM sectors.”
— Shri Babul Supriyo, Honorable Minister of Information Technology and Electronics, Government of West Bengal

“The Siliguri expansion underscores Fusion CX’s commitment to creating a next-generation hub for Ecommerce CX and advanced data-driven services.”
— Pankaj Dhanuka, Co-founder, Chairman, Managing Director, and CEO of Fusion CX

“With its unique blend of talent, connectivity, and academic depth, Siliguri gives us the momentum to scale rapidly and deliver world-class solutions in CX, data services, and outsourcing.”
— Kishore Saraogi, Co-founder, Managing Director, and COO of Fusion CX

Siliguri Delivery Centre – Highlights

Fusion CX’s Siliguri facility combines scale, technology, and employee-first design to meet the evolving needs of Ecommerce, Retail, and Quick Commerce enterprises.

• Customer & Seller Support: End-to-end interactions across L1 and L2, including complaints, requests, catalogue management, lending, fraud prevention, ad sales, onboarding, and education.
• Quick Commerce Solutions: Flexible staffing such as lean shifts, split shifts, and seasonal ramp-ups to meet dynamic demand.
• Scale & Capacity: 54,000 sq. ft. facility with 1,000 seats (~3,000 shift seats) and 400+ FTEs managing multi-channel engagements currently from Siliguri.
• AI & Data Services: Implementing Data annotation, training data preparation, compliance, and advanced analytics powered by Omind’s automation.
• Employee-Centric Infrastructure: Modern training rooms, collaboration zones, and amenities that foster growth and performance.
• Omnichannel Delivery: Seamless engagement across voice, chat, email, social, and digital platforms.

Fusion CX’s new Siliguri facility is a testament to the company’s long-term vision: blending global scale with local strength to deliver next-generation CX solutions.