Fusion CX acquires Skycom, strengthening Latin American BPO footprint

GEORGIA, UNITED STATES, and ANTIGUO CUSCATLÁN, EL SALVADOR — Fusion CX, a global customer experience services provider, has acquired nearshore business process outsourcing (BPO) firm Skycom. 

The strategic move adds approximately $25 million in annual revenue and significantly expands Fusion CX’s delivery network across Latin America and the Caribbean.

AI-driven CX and nearshore bilingual support

Fusion CX leverages deep domain expertise across sectors such as BFSI and healthcare to serve over 190 clients. With a workforce exceeding 12,500 across 15 countries, the company anchors its digital CX ecosystem in a core blend of AI innovation and human empathy to drive client performance and customer satisfaction. 

The company recently secured its Silver win in the Outsourcing Impact Review 2025 by Outsource Accelerator, under the Diversity, Equity, and Inclusion (DEI) medium category, for its Impact Sourcing – NAPS/NATS by Fusion CX initiative, turning inclusive hiring into a measurable business advantage.

Fusion CX also ranked #231 in the OA500 2025, an objective index of the world’s top 500 outsourcing companies. The 2026 edition of the OA500 is expected to be released in March.

Meanwhile, SkyCom provides tailored bilingual customer engagement, offering United States brands significant cost savings through a culturally aligned agent network and real-time operational alignment. 

Backed by 19 years of experience and powered by Fusion CX’s enterprise AI, the firm rapidly scales to over 5 countries of operations.

Fusion CX’s expansion in nearshore delivery

This move directly addresses growing client demand for resilient and culturally aligned customer experience (CX) operations that benefit from time-zone alignment with North America. 

“Nearshore delivery has become a strategic priority for global enterprises seeking resilient, scalable, and culturally aligned CX operations,” said Pankaj Dhanuka, Chief Executive Officer (CEO) at Fusion CX.

The incorporation of Skycom’s business into Fusion CX will strengthen its regional ecosystem, which already has delivery centers in Jamaica, Colombia, El Salvador, and Belize, making it better suited to complex, high-volume programs. 

This growth is quantitative, as it would contribute approximately $25 million in yearly revenue and 900 professionals to the Fusion CX regional workforce. The company currently has 4,500 professionals in Latin America and the Caribbean serving various industries.

This scale solidifies the region as a core component of Fusion CX’s global delivery network, specifically supporting voice-led, bilingual, and high-volume engagement for clients, including Fortune 500 companies.

Dhanuka notes, “This move reinforces our long-term commitment to building a globally integrated delivery network that combines regional depth with enterprise-scale capabilities.”

Integrating Skycom into Fusion CX’s global platform

Beyond geographical growth, the acquisition is fundamentally about integrating complementary capabilities to create a more powerful service platform. Skycom brings specialized operating expertise in telecom, utilities, BFSI, and digital-first enterprises, complementing Fusion CX’s existing portfolio. 

The move expands Fusion CX’s bilingual service offerings and regional scale, allowing the combined entity to support a wider array of client needs from a strengthened position.

The integration will see Skycom’s operations absorbed into Fusion CX’s global framework, leveraging broader technology and innovation assets. As Giovanni Scalia, CEO of Skycom BPO, notes, “Becoming part of Fusion CX gives Skycom access to a truly global, multi-site, and multilingual delivery platform.”

“Fusion CX’s technology capabilities, including its Omind innovation framework, will enable us to scale faster, enhance service quality, and deliver greater value to our clients.”

The ultimate goal is to deliver greater client value through end-to-end CX solutions across voice, digital, and AI-enabled channels, built on a unified, strengthened nearshore foundation.