Cloud Call Center for Rappi

Rappi’s support team is responsible for assisting 50,000+ couriers over the phone. Call centers need more than 900 phone operators to best serve their couriers. Due to the company's permanent and rapid growth, it was necessary to secure a scalable cloud solution, flexible in terms of pricing and billing services.

Of all the advantages of partnering with the Voximplant platform I want to highlight the ease of integration and configuration. The implementation of the cloud call center was a task for our core and support, and we completed this task in a relatively short amount of time. This would not have been possible if we had initially received complex tools that required separate study. In addition, Voximplant is ready to support us around the clock, which further simplified things.

Felipe Villamarin
Co-founder, Rappi

How it Works

Voice Recording

Call recording for quality assurance

Serverless

Cloud storage and programming interface

HTTP API

Script integration with any application

SDKs

Tools for rapid application development

Result

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 of couriers receive assistance daily making over a million calls per month.

Cloud Call Center for Rappi

Rappi is one of the fastest-growing services for on-demand food, medicine and other product 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 has exceeded 5 million so far. Rappi call center agents process more than 1,000,000 outbound and inbound calls per month.

Employee count

3,000+

Project start date

2019

Location

Latin America

Automation area

Courier Operations, Operator Routine