Explainer: What Fusion CX’s Expansion Means for the Philippines’ CX Landscape

What did Fusion CX just announce?
Fusion CX has launched two new facilities in the Philippines—an 836-seat center in Manila and a 275-seat site in Legazpi City—marking its 15th year in the country and signaling deeper long-term investment.

Why expand in these locations now?
The company is aiming to decentralize talent development and promote inclusive growth. By expanding in both an urban hub like Metro Manila and a regional city like Legazpi, Fusion CX is betting on both scale and resilience.

What’s special about the Manila center?
Located at 500 Shaw Boulevard, the tech-enabled facility features an AI Solutions Command Hub powered by Fusion’s subsidiary, Omind. The center also includes multichannel delivery zones, collaborative workspaces, and scalable infrastructure designed to grow with client demand.

What does this mean for Filipino talent?
The expansion reinforces Fusion CX’s trust in Filipino professionals. The company already employs over 500 people at the new Manila site and is actively developing talent in Legazpi. It’s a strong signal that CX jobs will continue to shift toward regional inclusion.

How is technology shaping Fusion CX’s operations?
The company is integrating real-time agent assistance, conversational AI, sentiment analysis, and accent harmonization into its workflows. These tools are part of a broader strategy to elevate customer experience through automation and AI-powered insights.

What did company leaders say?
Co-founder and CEO Pankaj Dhanuka emphasized that the Philippines is not just a delivery hub but a strategic growth engine. COO Kishore Saraogi added that the Manila center sets a new benchmark for AI-powered, people-first customer service delivery.

What happened during the launch?
The July 28 inauguration of the Manila site gathered government officials, global clients, and community stakeholders, reinforcing the company’s commitment to innovation and regional development.

How does this reflect broader CX trends?
Fusion CX’s expansion mirrors the growing demand for digital-first, multilingual, and decentralized CX services. It also reinforces the Philippines’ role as a global leader in customer experience outsourcing.