Cloud Call Center for Rappi

Support team within the company is responsible for assistance to 50 000+ couriers over the phone. Call center involves more than 900 phone operators. Due to the company permanent and rapid growth, it was necessary to secure a scalable cloud solution, flexible in terms of pricing and billing services.
This case is from the Contact Centers industry.
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About company

Rappi is one of the fastest-growing services for the on-demand food, medicine and other products delivery. The company is one of the few unicorns in Latin America. It has more than 1,500 employees from Colombia, Argentina, Brazil, Peru, Chile and other countries in the region. The number of Rappi mobile application installations exceeded 5 million. Rappi call center agents process more than one million outbound and inbound calls per month.

  • 900 +OperatorsIn the cloud call center
  • 50000 +CouriersSupported via mobile
  • 1500000Minutes Of calls recorded monthly

Сloud call center was deployed on the basis of the Voximplant platform implementation of the project took 5 weeks. All the development was carried out entirely by Rappi specialists. Voximplant additionaly provides regional phone numbers, traffic and 24/7 support.

Cloud Call Center for Rappi

How it Works

Results

  • Scalability

    Cloud call center could be extended on the go

  • Flexibility

    Provided solution is flexible in terms of pricing and billing

  • Support

    Dedicated support 24/7 

  • Highload

    Tens of thousands couriers receive assistance daily making over million call per month

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