Pioneering Innovations in BPM & CX: Amitabh Vartak, Fusion

In an exclusive interaction with Amitabh Vartak, Executive Vice President, Global Head of Healthcare and Life Sciences SBU, and Head of APAC operations. The discussion delved into the evolving landscape of Business Process Management (BPM) and Customer Experience (CX) solutions.

Amitabh shared some valuable insights on Fusion's strategies, along with projections for business growth in 2024. The conversations also highlighted industry dynamics, challenges, and themes that are shaping the BPM and CX solutions space.

Excerpts

DQ: Can you elaborate on Fusion’s strategic expansion in India and how it aligns with the company’s global growth strategy?

Amitabh Vartak: Fusion CX is a transformative CX company operating across industries. We apply AI and ML solutions to our omnichannel contact centers to offer a superior customer experience to our clients across industries. Our solutions include multi-lingual contact centers with AI-based chat, voice modulation to suit the accent of the regions, and automated quality management.

India is a cornerstone of our global growth strategy. Our expansion in India is designed to leverage the country's rich talent pool in technology and customer service, enhancing our capabilities in delivering cutting-edge BPM and CX solutions.

We do not only view India as a center for our global clients but also serve many India-based clients. The expansion in Mumbai aligns with our objective to serve a broader client base by tapping into emerging markets and sectors within India, which are ripe for digital transformation. By integrating India's operational strengths with our global standards, we aim to foster innovation, improve service delivery efficiency, and create a seamless experience for our clients worldwide.

DQ: What are Fusion’s business growth projections for 2024, particularly in the Indian market?

Amitabh Vartak: For 2024, Fusion is optimistic about its growth trajectory, especially in the Indian market, projecting a 30% increase. We anticipate a significant increase in our operations, targeting a growth rate that outpaces the industry average. The projected numbers are based on our strategic initiatives, including expanding our service offerings, investing in technology, and scaling our infrastructure within the country. The global CX market presents a substantial opportunity for growth in digital services, and we are poised to capitalize on this by enhancing our capabilities in AI, machine learning, and analytics to meet the evolving needs of our clients.

DQ: How do you see industry dynamics changing in the BPM and CX solutions space?

Amitabh Vartak: The BPM and CX solutions space is rapidly transforming, driven by technological advancements and shifting customer expectations. We are witnessing a trend towards more personalized and seamless customer experiences powered by AI and data analytics. Additionally, the demand for omnichannel solutions is increasing as businesses seek to engage customers across multiple platforms. At Fusion, we are closely monitoring these changes and adapting our offerings to meet these new demands. We focus on investing in emerging technologies and refining our processes to deliver innovative, customer-centric solutions that enhance the customer journey and drive business value for our clients.

Our extensive investments in Generative AI-based tools offer seamless customer, business, and employee experience with insightful data to craft user journeys that deliver exactly what’s needed at the right time.

• Our Customer Experience platform offers products like, Connect – A unified, multilingual automated messaging solution that delivers human-like interactions. Engage – Integrated omnichannel messaging for personalized experiences.
• Our Business Experience product, Kapture, is a next-gen intelligent document processing solution that streamlines complex workflows and ensures data accuracy with actionable insights-based decision-making.
• Under our Employee Experience offering, Workspace QMS empowers the frontline team to deliver great customer experience, improving marketing, sales, and contact center teams’ performance.

With a strategic presence in key markets across continents, Fusion offers comprehensive outsourcing solutions to its clients globally and in India to meet the evolving needs of businesses in various industries.

DQ: In the CX solutions industry, there is a growing concern about escalating cloud costs and the need for a more grounded approach to AI capabilities. How is Fusion planning to manage these challenges?

Amitabh Vartak: Fusion acknowledges the challenges of escalating cloud costs and the need for a pragmatic approach to AI capabilities. Our strategy to manage these challenges involves optimizing our cloud infrastructure for cost efficiency without compromising performance or security. We have invested in developing AI capabilities in-house, focusing on creating sustainable, scalable solutions that provide tangible value to our clients. Additionally, Fusion has established partnerships with cloud providers and technology firms to leverage their AI and machine learning advancements, ensuring we can offer cutting-edge solutions at a competitive cost. Our AI solutions mentioned earlier are proprietary solutions developed by our Omind team and place us at the forefront of the CX industry.

DQ: Fusion has announced massive hiring plans across the country. Can you share more about the roles you’re looking to fill?

Amitabh Vartak: In line with our expansion and growth strategy, Fusion is embarking on a massive hiring initiative across India. Immediately, we are looking to add 500 people to our team. We seek to fill various roles, focusing on healthcare, BFSI, high-tech, lead generation solutions, travel, and tourism. We are also looking to hire people in specialized solution roles such as conversational and Voice AI, machine learning, quality and service excellence, and digital transformation solutions.

These roles are critical in supporting our strategic objectives, enhancing our technology capabilities, and ensuring we continue to provide exceptional service to our clients. We are seeking individuals who are innovative, customer-focused, and ready to contribute to the next phase of our growth in the dynamic BPM and CX solutions industry.