Fusion CX agrees to buy Germany’s impacx

Fusion CX has signed a binding agreement to acquire impacx, a German customer experience group with about 250 employees and more than 270 clients across Europe. The deal gives Fusion CX its first German market entry and adds an AI-native operations platform, multilingual delivery and a virtual front-office business.

Why it matters: - The acquisition gives Fusion CX a direct entry into Germany, a market the company had not served from its own delivery operations. - The deal adds an established AI-first CX platform, multilingual staffing and a client base across German-speaking Europe. - Fusion CX also gains a subscription-based virtual front-office business that serves professional practices and mid-sized companies.

What happened: - Fusion CX signed a binding agreement effective Nov. 1, 2026 to acquire impacx solutions GmbH, tel-inform solutions GmbH and impacx services GmbH. - The transaction is still subject to regulatory and statutory approvals. - The target companies are based in Kleve, Germany, with tel-inform tied to impacx’s virtual front-office offering. - Fusion CX described the deal as its first acquisition in Germany and its 17th overall.

The details: - impacx recorded about €11.9 million, or about $13.2 million, in revenue in 2025. - impacx has around 250 employees, with nearshore partners in Croatia and Greece extending delivery. - impacx and tel-inform together serve more than 270 clients in Germany, Austria, Switzerland, the Netherlands, Belgium, Luxembourg, France and Great Britain. - The client roster includes more than 20 well-known brands in telecom, insurance, retail and consumer goods. - impacx traces its roots to a family business founded in 1846 and has operated in customer experience since 1996. - The acquisition adds the impacx Data Hub, an AI-native platform that runs AI voice bots, quality assurance and workflow control. - The deal also brings in tel-inform, a subscription-based virtual front-office business for around 250 professional practices and mid-sized companies. - Fusion CX said the acquisition adds a client base in German-speaking Europe, the impacx Data Hub and tel-inform. - Pankaj Dhanuka, Fusion CX’s MD & CEO, said impacx has retained enterprise clients for years, including one since 2003. - Dhanuka also said impacx has run AI in live operations since 2018 and uses teams working in German, French, Dutch and English. - Bernhard Sack, CEO and owner of impacx, said the company chose Fusion CX because scaling its AI platform further would require more investment than a mid-sized German company can carry alone.

Between the lines: - The acquisition fits Fusion CX’s push to build a larger AI-first delivery model through owned platforms rather than only labor-based outsourcing. - impacx brings proof of AI deployment in production, which may help Fusion CX accelerate productization across its broader CX operations. - The deal also expands Fusion CX deeper into multilingual European service markets, where long client tenure can be a competitive advantage.

What's next: - The transaction will move forward only after required regulatory and statutory approvals. - Fusion CX is expected to integrate impacx’s Data Hub, AI voice agents and tel-inform front-office services into its broader portfolio. - The company said the acquisition will support further AI investment and scale for the impacx platform. - Fusion CX plans to combine human agents with its AI portfolio through its “human + tech” delivery model.

The bottom line: - Fusion CX is buying more than a German CX provider; it is adding a live AI operating model, a European client base and a platform it can use to deepen its AI-first strategy.

More information: Fusion CX announcement - impacx also lists more information at the company’s site