SOLVE IT STORIES SOLVE IT STORIES The Successful Outcome After evaluating other o昀昀erings and their compatibility with Service Cloud Voice, Mercado Libre decided to move forward with Talkdesk, which ultimately drove operational e昀케ciencies — reducing costs and increasing revenue. Talkdesk provided the 昀氀exibility for agents to be on either the open CTI solution or the SCV solution. Talkdesk’s strong integration with Service Cloud Voice and implementation speed made it a sure昀椀re winner for Mercado Libre. The Talkdesk implementation took only 46 days using four sprints across 昀椀ve di昀昀erent countries, and despite this, no operations were halted during the entire process. Mercado Libre expanded from having two contact centers to seven contact centers which expands their reach within LATAM. This has resulted in ... • Improved agent experience and satisfaction • The consolidation of two major data sources — operational and administrative — resulting in the ability to monitor regional call centers more closely • A deeper understanding of quality performance and operational metrics to drive e昀케ciency and customer experience improvements Considerations for customers who are looking to provide exceptional customer service experiences: • Invest in your service agents. In order to provide great customer experiences, agents need to trust they have the right tools to do their jobs successfully. A great service agent experience can ensure happier customers and increased sales. • Flexibility and reliability are key in today’s hybrid workforce. Leveraging the right cloud contact solution can make implementation quick and easy, no matter where in the world your team is located. • Strong reporting of agent performance and operational metrics can create a culture of transparency. It can also increase the opportunity for learnings that can result in improvements in agent and customer experience operations. Learn more Learn more about Talkdesk for Salesforce on AppExchange.