Fusion CX Limited IPO

    Summary:


    Fusion CX Limited provides customer experience services across voice, email, chat, social media and messaging channels, operating through 40 delivery centres in 15 countries. Its business spans telecom and utilities, HTT, BFSI, retail and healthcare, supported by a subsidiary that develops proprietary AI platforms for customer engagement. The proposed IPO combines a Fresh Issue of up to ₹6,000.00 million and an Offer for Sale of up to ₹4,000.00 million by two promoter entities. Net proceeds from the Fresh Issue are proposed to be used for debt repayment, technology investment in subsidiaries, and unidentified future acquisitions. The company's revenue fell in FY2024 after a sharp rise in FY2023, reflecting some variability in year-on-year performance. Customer concentration, foreign currency exposure and acquisition integration remain factors disclosed in the risk section of the DRHP.

    Fusion CX Limited IPO

    Fusion CX Limited has filed its Draft Red Herring Prospectus (DRHP) with the Securities and Exchange Board of India (SEBI) for a proposed initial public offering. The company delivers customer experience services across voice, email, chat and social media channels for clients in telecom, healthcare, technology, travel, BFSI and retail.

    The proposed issue combines a Fresh Issue and an Offer for Sale. Under the Fresh Issue, the company will raise new capital by issuing new equity shares. Under the Offer for Sale, existing promoter shareholders will sell part of their holding.

    The DRHP sets out the company's business model, financial performance, risk factors and regulatory standing. This article summarises the key disclosures in an easy-to-read format.

    IPO Details

    The table below highlights the key details of the public issue available in the DRHP, while certain information such as the price band, lot size, and issue dates is yet to be announced.

    ParticularsDetails
    IPO TypeBook Built Issue
    IPO Open DateTo be announced
    IPO Close DateTo be announced
    Face Value₹1 per equity share
    Price BandTo be announced
    Lot SizeTo be announced
    Fresh IssueUp to ₹6,000.00 million
    Offer for SaleUp to ₹4,000.00 million
    Total Issue SizeUp to ₹10,000.00 million
    Listing ExchangeNSE and BSE

    The Fresh Issue portion will bring new capital into the company. The Offer for Sale portion consists of shares sold by two promoter entities, P N S Business Private Limited and Rasish Consultants Private Limited, each offering shares aggregating up to ₹2,000.00 million.

    Proceeds from the Offer for Sale go to the selling shareholders, after deducting offer-related expenses and taxes. The company will not receive any proceeds from this portion of the issue.

    The final issue size in rupee terms, price band, lot size and subscription dates will be announced closer to the opening of the public issue.

    About the Company

    Company Background

    Fusion CX Limited was originally incorporated as Xplore-Tech Services Private Limited on 25 February 2004 under the Companies Act, 1956. Its registered and corporate office is located at Plot No. Y9, Block EP & GP, Sector-5, Bidhan Nagar, Salt Lake, Kolkata, West Bengal.

    The company was co-founded by Pankaj Dhanuka and Kishore Saraogi in 2004. Both bring more than two decades of experience in the customer experience industry.

    Business Overview

    Fusion CX provides customer experience services across voice, email, chat, social media and messaging channels. The company focuses on five verticals: telecom and utilities, high-tech growth and travel, BFSI, retail, and healthcare.

    As of 31 December 2024, the company operated 40 delivery centres across 15 countries. It supported 28 languages, including English, French, Spanish, Portuguese, Arabic and Mandarin.

    Its service offerings span customer acquisition, customer service, order fulfilment support, payment and collections, customer retention, technical support and digital solutions. For the nine months ending 31 December 2024, customer service represented the largest proportion of revenue among service segments, at 39.99%.

    The corporation has also grown by buying other companies. Recent deals include Scribe.ology LLC, Sequential Technology International, LLC in 2025 and S4 Communications LLC, Ready Call Center Limited in 2024.

    Its subsidiary, Omind Technologies, develops proprietary platforms across marketing AI, conversational AI, quality automation and workforce management. This forms part of the company's shift toward productised, technology-driven service delivery.

    Revenue Model

    Fusion CX earns revenue through service fees tied to customer acquisition, customer service, order fulfilment, payment and collections, customer retention, technical support and digital solutions.

    Revenue outside India accounted for 79.41% of total revenue for the nine months ended 31 December 2024. Latin America and North America together made up more than half of total revenue in the same period.

    Revenue by currency shows heavy exposure to the US dollar, which made up 74.84% of revenue for the nine-month period ended 31 December 2024. This is a characteristic of export-oriented service companies, and it means direct exposure to currency movement.

    Industry Position

    Fusion CX operates in the customer experience (CX) services industry, distinct from traditional business process outsourcing. Traditional BPO focuses on cost efficiency and back-office work. CX emphasises end-to-end engagement and personalisation.

    As of 31 December 2024, the company served 197 customers, including 22 Fortune 1000 companies. That is a meaningful base. Client concentration remains a factor to track.

    Industry Overview

    The global CX services industry is shifting from cost-focused outsourcing toward technology-led, personalised engagement models. Enterprises are adopting AI-driven tools such as predictive analytics, conversational AI and automation to manage customer interactions at scale.

    Multilingual and human-led support remains relevant even as automation expands, particularly in sectors such as healthcare, finance and hospitality, where complex problem-solving and cultural context matter.

    Key factors shaping the industry include:

    • Rising enterprise adoption of AI and generative AI tools for customer engagement

    • Growth of embedded customer experience within apps, SaaS platforms and connected devices

    • Expansion of CX demand in emerging markets across Southeast Asia, Africa and Latin America

    • Emergence of new service lines such as trust and safety operations, data annotation and content moderation

    • Continued dependence on multilingual, human-led support for complex service categories

    At the same time, the industry faces demand-side pressure from voice AI and generative AI automation, which the Everest Report links to reduced reliance on human agents for certain processes. Delivery-side risks include geopolitical volatility and rising costs in delivery hubs.

    Company Financials

    The table below sets out Fusion CX Limited's consolidated financial performance, based on figures disclosed in the DRHP.

    Financials (₹ crore)FY2025FY2024FY2023
    Revenue from Operations991.321104.99748.02
    EBITDA104.62112.28112.39
    PAT36.2639.8443.87
    Total Assets768.02603.22470.87
    Net Worth270.18237.21190.38

    Strengths of Fusion CX Limited

    Global delivery network

    The company operates 40 delivery centres across 15 countries, spanning Latin America, North America, Southeast Asia, and Europe, the Middle East and Africa.

    Multilingual service capability

    The company supports 28 languages, enabling round-the-clock coverage across multiple time zones.

    Diversified vertical exposure

    Revenue is spread across telecom and utilities, HTT, BFSI, retail and healthcare, reducing dependence on any single sector.

    Technology-led service delivery

    Its subsidiary, Omind Technologies, develops proprietary AI platforms for marketing, conversational engagement, quality automation and workforce management.

    Track record of acquisitions

    The company has completed multiple acquisitions since 2024, expanding its delivery footprint and service capability in telecom, healthcare and BFSI.

    Risks Associated with the Business

    Customer concentration

    The top 10 customers contributed 44.26% of revenue from operations for the nine months ended 31 December 2024. The DRHP identifies the loss of a major customer as a factor affecting operating performance.

    Employee retention

    The business depends on attracting and retaining skilled employees and key managerial personnel. Voluntary attrition stood at 28.56% for the nine-month period ended 31 December 2024.

    Information security

    The DRHP identifies cyber attacks, data breaches and other security failures as risks to the company's operations, reputation and financial position.

    Foreign currency exposure

    79.41% of revenue for the nine months ended 31 December 2024 came from outside India, with a large share tied to the US dollar. Currency movement can affect reported results.

    Acquisition integration

    The company depends partly on acquisitions for growth. The DRHP identifies delays or difficulties integrating acquired businesses as a risk to future performance.

    Sector dependence

    A large share of revenue comes from the telecom, utilities and HTT sectors. The DRHP identifies adverse developments in these sectors as a risk to business performance.

    Data protection compliance

    The company handles personal and health information across jurisdictions and is subject to data protection laws. The DRHP identifies non-compliance as a source of penalties and reputational harm.

    Key Things Investors May Consider

    Before evaluating the IPO, investors can review the following factors:

    • The company's position as a customer experience service provider operating across 15 countries.

    • Revenue concentration among the top 10 customers and dependence on a small number of large clients.

    • Historical revenue and profit figures, including the revenue decline recorded in FY2024.

    • The proposed use of Fresh Issue proceeds toward debt repayment, technology investment and unidentified acquisitions.

    • The extent of foreign currency exposure, given that a large share of revenue is denominated in US dollars.

    • The company's track record of acquisitions and its ability to integrate them.

    • Employee attrition levels and their potential effect on service delivery.

    • Outstanding legal and regulatory matters disclosed in the DRHP.

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    Investments in securities market are subject to market risk, read all related documents carefully before investing. This content is for educational purposes only. Securities quoted are exemplary and not recommendatory.


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    Content Partner - Dalal Street Investment Journal Wealth Advisory Private Limited



    This article is for educational purposes only and should not be considered investment advice. Market investments are subject to risks. DSIJ Wealth Advisory Private Limited is a SEBI-registered Research Analyst (Reg. No: INH000006396) and Investment Adviser (Reg. No: INA000001142). Please consult your financial adviser before investing. 

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    Publish Date: 28 Jul 2026

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