Fusion CX Achieves Growth, Compliance, and Cyber Resilience with CrowdStrike

Fusion CX is one of the world’s leading business process outsourcing (BPO) and customer experience providers. With more than 13,000 employees across 40 locations in 12 countries, the company supports global brands in telecom, healthcare, retail, and other regulated and high-trust industries.

As Fusion CX expanded, its leadership recognized a pivotal challenge: the company’s ability to win and retain enterprise clients depended on proving it could operate with enterprise-grade, scalable security. Meeting increasingly rigorous requirements and maintaining compliance across regulated industries had become table stakes.

“As we continue to scale, building and maintaining client confidence is critical,” said Arup Sanyal, CTO and Senior VP of Global IT. “That requires delivering secure, reliable experiences today while staying agile enough to support our clients’ evolving needs.”

Fusion CX recognized the need to evolve its security approach to support scale and complexity. While its existing security controls were effective for the business at the time they were deployed, signature-based antivirus tools limited visibility and agility as threats evolved and customer expectations increased.

After evaluating alternatives, Fusion CX selected the CrowdStrike Falcon® platform to modernize its cybersecurity program. The team deployed the lightweight Falcon sensor in 2020, demonstrating resilience and operational agility despite a highly distributed workforce and evolving IT policies.

“CrowdStrike worked closely with our internal teams, aligning with our rollout approach and operational requirements to support a disciplined, well-coordinated deployment,” said Harsh Kedia, Country Head (UK) and Head of Global IT Procurement.

With the Falcon platform in place, Fusion CX gained consistent endpoint security across its global footprint. As the company doubled in size over the following years, CrowdStrike helped ensure security scaled alongside the business. Integration timelines for acquisitions — once measured in months — were reduced to just a few days, enabling faster client onboarding, reduced operational risk, and consistent application of standardized security controls as the business scaled.

As Fusion CX expanded, it needed to strengthen its detection and response capabilities. This was especially important as the company engaged with customers in healthcare, BFSI, telecom, retail, high-tech growth, and critical infrastructure.

In 2025, the company rolled out CrowdStrike Falcon® Complete worldwide. The shift transformed the security team’s ability to address threats. What previously required hours to days of manual investigation and remediation is now resolved in minutes through CrowdStrike’s expert-led, AI-accelerated service.

This improvement directly supports Fusion CX’s compliance posture. With CrowdStrike’s telemetry and unified visibility driving proactive threat hunting and rapid response, Fusion CX strengthens its ability to address customer and industry requirements aligned to HIPAA, PCI-DSS, SOC 2, FedRAMP, and other frameworks demanded by enterprise clients.

“Our response time is now measured in minutes. That level of efficiency is essential for the industries we serve,” Sanyal said.

With managed endpoint security delivering measurable results, Fusion CX began a broader consolidation effort to unify its security stack on the Falcon platform. The company replaced multiple point products with CrowdStrike Falcon® Next-Gen Identity Security and CrowdStrike Falcon® Next-Gen SIEM, building a single, cohesive foundation for visibility and response across its global environment.

The shift is already streamlining operations. By standardizing on the Falcon platform, Fusion CX has reduced its overall security tool count by around 50%, which has cut licensing spend and eliminated the overhead of maintaining disconnected systems. Instead of navigating separate consoles and inconsistent workflows, the team now operates from unified dashboards with shared telemetry and consistent policies.

Identity protection quickly became a priority as clients adopted more SaaS platforms and autonomous AI agents, each tied to human or machine identities with persistent access to sensitive resources. Falcon Next-Gen Identity Security provides real-time visibility into identity posture and behavior, helping Fusion CX enforce stronger access controls and stop identity-driven threats before they impact operations.

To extend that visibility further, Fusion CX relies on Falcon Next-Gen SIEM to correlate high-value logs from critical systems and authentication flows. The cloud-native SIEM increases analyst efficiency by surfacing threats faster and with greater context.

According to Sanyal, the simplicity of the Falcon platform is a major advantage. “The beauty of the Falcon sensor is that it doesn’t require configuration, doesn’t add overhead, and doesn’t introduce complexity. It simply works.”

For Fusion CX, security is now a competitive differentiator. The company’s ability to demonstrate strong, measurable, and scalable cybersecurity outcomes directly supports its growth in highly-regulated sectors.

“Safeguarding client trust is essential to our business,” said Kedia. “Partnering with CrowdStrike strengthens our security posture and ensures our clients’ sensitive data is always protected.”

By consolidating on the Falcon platform and extending its defenses with Falcon Complete, Fusion CX has built a more resilient, efficient, and future-ready cybersecurity program. The result is a scalable foundation that helps the company meet new client demands and stay ahead of the evolving threat landscape.

“When we tell clients that we partner with CrowdStrike, many of their security questions are already answered,” Kedia concluded. “It reinforces confidence in our security approach and helps streamline security discussions early in the engagement.”