Case Study: Mercado Livre achieves 30–40% higher agent productivity with Alvaria's Aspect Unified IP

How Mercado Livre, an e-commerce leader in Argentina, boosted agent productivity by 30-40% and improved collections with Aspect Unified IP.

Mercado Livre, a leading Argentina-based e-commerce company with about 35,000 employees and a payments arm (Mercado Pago), runs a collections contact center in Brazil with roughly 80 internal collectors. They sought a new dialer because their legacy system lacked flexible dialing strategies, had poor answering-machine detection, and occasionally dropped calls mid-negotiation.

Resolutte conducted a 60-day proof of concept using Aspect Unified IP with WebRTC, new web interfaces, a custom front end and a staging reports database; the pilot showed improved hit rates and agent efficiency. After rolling out the solution, Mercado Livre realized sustained 30–40% higher agent productivity, increased promises to pay, and avoided hiring additional collectors.

Mercado Livre

Dario Braz

Chief Executive Officer