Fusion CX Signs Agreement to Acquire Germany’s impacx, Adding AI-First CX Operations and 270+ Clients [Business]

Fusion CX Limited (NSE: FUSIONCX; BSE: 544995) (“Fusion CX”), an AI-first customer experience and business process outsourcing company, today announced that it has signed an agreement to acquire impacx solutions GmbH, tel-inform solutions GmbH and impacx services GmbH (together, “impacx”), a customer experience group based in Kleve, Germany. The company has signed the binding agreement with impacx effective November 1, 2026, and the acquisition is subject to regulatory and statutory approvals. The acquisition marks Fusion CX’s first foray into Germany market.

 
Impacx, which has run AI in live client operations since 2018, recorded about €11.9 million (about $13.2 million) in revenue in 2025 and has around 250 employees, with nearshore partners in Croatia and Greece extending its delivery.

Operating under two brand names, impacx and tel-inform together serve more than 270 clients in Germany, Austria, Switzerland, the Netherlands, Belgium, Luxembourg, France and Great Britain. impacx works with more than 20 well-known brands in telecom, insurance, retail and consumer goods in long-term sales and service partnerships. The company traces its roots to a family business founded in 1846 and has worked in customer experience since 1996.

 
The acquisition adds three things to Fusion CX: a client base in German-speaking Europe, a market it had not served from its own delivery operations; the impacx Data Hub, an AI-native platform that runs AI voice bots, quality assurance and workflow control; and tel-inform, a subscription-based virtual front-office business for around 250 professional practices and mid-sized companies.

 
Pankaj Dhanuka, MD & CEO of Fusion CX, said: “impacx has kept its enterprise clients for years, one of them since 2003. It has run AI in live operations since 2018 on a platform it built itself, and its teams work in German, French, Dutch and English. That combination is why impacx is our first acquisition in Germany, and 17th overall.”

 
Bernhard Sack, CEO and owner of impacx, said: “We built impacx on long client relationships and, since 2018, on our own AI platform. Taking that platform further needs more scale and AI investment than a mid-sized German company can carry alone. That is why we chose Fusion CX.”

AI-first operations

The in-house impacx Data Hub connects to more than 20 enterprise client systems and in November 2025 replaced impacx’s legacy third-party CRM and telephony systems. impacx also deploys AI voice agents, and Works Council agreements for AI deployment are in place.
tel-inform’s digital front-end services run on the impacx Data Hub, a cloud-based platform with its own front end that impacx built in-house. Standardized processes on the platform handle each client’s individual workflow at scale, and the platform is the base for adding AI to the secretarial service.