Fusion CX, a global leader in customer experience (CX) and business process management, has inaugurated a new 1,000-seat (∼3,000 shift seats), 54,000 sq ft delivery center in Siliguri, West Bengal. Designed as a hub for Ecommerce and Retail, the facility will provide end-to-end customer and seller support through voice, email, chat, social, and in-app channels. This expansion reinforces Fusion CX’s growing India presence and underscores Siliguri’s emergence as a center of talent and education.
The facility was formally inaugurated by Babul Supriyo, Honorable Minister of Information Technology and Electronics, Government of West Bengal, alongside Fusion CX co-founders Pankaj Dhanuka and Kishore Saraogi. Siliguri is gaining prominence as a gateway city with strong connectivity, a skilled workforce, and an expanding educational base. Fusion CX’s new center positions the city as a hub for Ecommerce CX, data annotation, and advanced industry-specific services, boosting the company’s global delivery capacity.
Babul Supriyo, Honorable Minister of IT & Electronics, Government of West Bengal said “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.” Pankaj Dhanuka, Co-founder, Chairman, Managing Director & CEO, Fusion CX commented “The Siliguri expansion underscores Fusion CX’s commitment to creating a next-generation hub for Ecommerce CX and advanced data-driven services.”
The Siliguri Delivery Center provides end-to-end customer and seller support, managing Level 1 and Level 2 services such as complaints, requests, catalog management, lending, fraud prevention, ad sales, onboarding, and education. These functions ensure seamless experiences for both buyers and sellers, strengthening trust and reliability across the ecosystem.
To cater to evolving business needs, the center delivers quick commerce solutions through flexible staffing models. Options such as lean shifts, split shifts, and seasonal ramp-ups allow the facility to scale resources efficiently, ensuring agility during peak demand periods.
Spanning 54,000 square feet, the center is equipped with 1,000 seats, translating into approximately 3,000 shift seats. With a current workforce of more than 400 full-time employees, the facility handles multi-channel engagements at scale. It is also backed by advanced AI and data services, including analytics, compliance, training data preparation, and data annotation, all supported by Omind automation.
The hub prioritizes its people with employee-focused infrastructure, offering training facilities, collaboration spaces, and modern amenities. At the same time, its omnichannel delivery model integrates support across voice, chat, email, social media, and digital platforms, ensuring consistent service quality across all customer touchpoints. The Siliguri facility reflects Fusion CX’s long-term vision of combining global scale with local strengths to deliver next-generation CX solutions.
Founded in 2004, Fusion CX is a global provider of customer experience and business process outsourcing solutions with more than 20,000 employees across 40 delivery centers in 15 countries. Headquartered in Kolkata, India, and Atlanta, USA, the company delivers services in 25 languages to over 190 clients across telecom, BFSI, healthcare, retail, and high-tech sectors. Fusion CX’s AI arm, Omind, drives digital transformation through real-time automation and intelligent CX innovations.
