Case Study: Mercatus Outsourcing scales multilingual client support with Voiso

Mercatus Outsourcing scales client support in 25+ languages with Voiso

Mercatus Outsourcing, a BPO and ITO company, faced the challenge of scaling its multilingual support and IT services for numerous clients across EMEA. Each client engagement required its own unique set of communication channels, languages, and reporting, making a per-client tooling approach slow and unmanageable. This hindered their agility and ability to onboard new business quickly.

By implementing Voiso's AI-powered contact center platform, Mercatus gained a unified solution. Voiso provided a single platform for omnichannel routing, an AI predictive dialer, CRM integration, and speech analytics across all client accounts. This allowed Mercatus to rapidly onboard new clients through configuration, deliver personalized support in over 25 languages, and maintain consistent quality. The solution empowered Mercatus to offer enterprise-grade capabilities to its clients without complexity, accelerating its growth.

Mercatus Outsourcing