Kolkata/Mumbai IPO-bound BPM and customer experience company Fusion CX is betting big on AI-enabled services and data infrastructure business as it ramps up business across geographies and provides cost-efficient services to its customers. The company’s AI portfolio, built through Omind, currently spans three layers including customer experience through MindVoice, MindSpeech, and AI QMS Arya; AI model training data through Annotera.ai; and robotics training data through Roborax.ai, together reflecting the company’s push to expand AI-enabled services across its global operations.
Fusion CX expects the share of AI-enabled services and data infrastructure to increase to 25 per cent of its total turnover in the next 12-18 months up from the current 10 per cent. The company’s total turnover stood at ₹1,818.13 crore in FY2026.
According to Kishore Saraogi, Co-founder, MD, and COO, Fusion CX, in the last five years, the company has pivoted towards technology and has been focusing on embedding AI-led technology into its operations to add value and keep itself relevant to its consumers. The segment today has emerged as one of the key growth pillars for the company.
“There is a lot of investment that has gone into AI data infrastructure globally on data centres, setting up physical infrastructure and on LLMs. However, there is a huge gap when it comes to data that is required for any AI models to work. That is the segment we have been working on. Our AI-led expansion is creating demand for a new generation of global talent: annotators, AI trainers, quality auditors, data operations specialists, and human-in-the-loop reviewers across markets in North America, Europe, Asia, and beyond,” Saraogi said.
The AI data infrastructure includes labeling image and video data for AI models and supporting robotics companies with remote teleoperation and fleet monitoring. Through Annotera.ai, the company annotates text, image, audio and video data and supports reinforcement learning from human feedback (RLHF) for AI and generative AI model developers. Through Roborax.ai, it captures teleoperation, human demonstration and multimodal sensor data, including LiDAR, for teams building humanoid, surgical, industrial and logistics robots. Of the savings AI delivers on client programs, the company passes on 60-70 per cent to its clients.
Sustained growth momentum
Fusion CX, which has been growing at a CAGR of close to 28 per cent over the last three years, is confident of sustaining its growth momentum moving forward backed by organic growth, acquisitions-led strategy and AI-enabled services business. Nearly 85% of the company’s revenue currently comes from North America, 10% from India and 5% from Europe and UK. Fusion CX currently has 40 delivery centres across 13 countries and has sales and marketing presence in 2 more countries, which include the UK and Australia.
Nearly 35-40 per cent of the company’s business comes from utility and telecom; 25 per cent from healthcare; BFSI accounts for 20 per cent; Hi-tech and travel and retail account for around 10 per cent each.
The company has completed 16 acquisitions since 2008-09 with its most recent acquisition of VA Platinum (VAP), a specialist offshore managed-workforce provider for Australian financial and professional services, which was completed in September. This gives Fusion CX its first physical presence in Australia and the Pacific along with two delivery centres in the Philippines at Cebu and Davao.
In October, the company plans to tap the capital markets through an IPO of ₹800-1,000 crore comprising a fresh issue and an offer for sale in the ratio of two-thirds and one-third respectively.
