A global eCommerce leader
Edenred is a leading digital platform for services and payments that connects over 50 million users and 2 million partner merchants in 45 countries via approximately 900,000 corporate clients. In 2021, Edenred managed approximately $32 billion in business volume — primarily carried out via mobile applications, online platforms and cards.
Its Brazilian branch operates three lines of business: Employee Benefits, with its Ticket brand; Fleet & Mobility, with its Ticket Log and Repom brands; and Payment Solutions, and New Markets with Edenred Pay. It’s an ecosystem of 130,000 client companies, 8.3 million employees and 500,000 stores.
The company has administrative headquarters in São Paulo and Rio Grande do Sul with a workforce of 2,300 employees. It operates a contact center with 750 agents in Campo Bom, with contingency resources in Porto Alegre solely devoted to customer services for the Fleet & Mobility and Payment Solutions businesses.
The challenges of an aging system
For more than a decade, the Edenred Brazil Fleet & Mobility and Payment Solutions businesses used on-premises systems from two Brazilian companies — one for voice and another for chat — without the possibility of integration. When the voice provider discontinued its production and support, Edenred began its search for a new solution.