Cabify Selects Talkdesk to Automate Contact Center

The proliferation of mobile devices and advanced installation of networks has increased mobile app users across the globe. Cabify, a mobility company in Spain and Latin America that provides driver services to consumers and businesses, recently turned up the volume on its offering with the help of Talkdesk.

With Cabify, businesses and customers can book and manage rides to and from their destinations with an easy-to-use mobile app. 

Talkdesk will provide driver contact center services including voice and automation services so the company’s contact center agents can provide optimal support for a growing network of drivers.

Cabify launched in 2011 and has created a large channel of self-employment opportunities for drivers in its worldwide network of eight countries across Latin America and Europe.

After the COVID-19 shutdowns and remote agent shift of 2020, the company realized they needed a more powerful contact center solution that would allow its team of agents to easily gain access to the tools they need wherever they were working.

The company has a main contact center in Colombia and agents that work in other Latin American territories including Chile, Ecuador, Peru, Mexico, Spain, and Argentina.

Talkdesk’s voice options, configurations, and automation capabilities increase flexibility between agents and drivers and make it possible for faster issue resolution and response time.

“We’ve had to face and overcome the biggest challenges in the last year – such as enabling remote work for our agents and supporting international customers from multiple locations,” said Monica V. Marroquin, global head of transnational contact center, Cabify.

“The technical agility that Talkdesk delivers has allowed us to react quickly in difficult moments, including an unexpected rise in the number of calls – and always with outstanding quality and service levels.”

Edited by Luke Bellos