“Neverware's CloudReady software lets us run Mercado Libre’s contact centers from anywhere our workers happen to be.”
Mercado Libre is Latin America's most popular e-commerce site, and operates with the goal of democratizing commerce, money, and payments in Latin America.
The company has focused on becoming a more cloud-based organization and improving employee productivity, and therefore deployed CloudReady, Chrome Enterprise, and G Suite for 3,000 phone, email, and chat contact center employees in four countries.
- Mercado Libre saved 250 productivity hours per 6-hour shift in its contact centers using CloudReady and Chrome Enterprise.
- In addition to their productivity savings, Mercado Libre was able to re-assign operational support staff and reduce support tickets. Based on the amount of tickets solved per hour, the company estimates contact center productivity has improved by 25 percent.
- The Mercado Libre team was able to deploy CloudReady rapidly, converting existing computers to CloudReady in groups of 10 devices in just 15 minutes per group.
Use case: Front-line workers in contact centers
Locations: Argentina, Brazil, Colombia, Uruguay