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Key Takeaways
- Mercatus supports clients across EMEA in more than 25 languages, using native and near-native speakers for both customer service and technical tiers.
- Voiso gives the company one platform per client covering voice, messaging, routing, and CRM integration, rather than a separate stack per engagement.
- As a Voiso Reseller Partner, Mercatus brings enterprise-grade contact center capability to clients who could not justify building it themselves.
The Challenge
Outsourcing providers sell capability their clients cannot economically build alone, and that promise gets harder to keep with every language, channel, and service tier added to the offer.
Mercatus delivers a broad remit: outsourced customer support, technical support at both first and second line, IT services, and digital operations, for clients spread across Europe, the Middle East, and Africa. Every one of those engagements arrives with its own channels, its own reporting expectations, and its own language requirements, drawn from a pool of more than 25.
Assembling communication tooling per client makes that unmanageable quickly. Onboarding slows to the pace of procurement, agents move between systems depending on which account they are staffing, and the provider loses any consolidated view of quality across the book of business. The commercial cost is subtler but larger: a provider who takes weeks to stand up a new engagement cannot pursue opportunities that need answering this month.
The Solution
Mercatus integrated Voiso’s AI-powered contact center platform as the communication layer beneath its service offer, which lets the company present clients with a complete omnichannel communication and lead generation solution: voice, messaging, and CRM integration combined within a single interface.
“Voiso empowers us to deliver scalable, data-driven communication solutions that elevate every customer experience,” said Trayan Trayanov, Founder and CEO of Mercatus Outsourcing. “With this integration, we’re able to support our clients with tools that increase performance, accelerate conversions, and create measurable impact.”
As a Voiso Reseller Partner, Mercatus draws on three capabilities in particular.
The AI-powered dialer drives outbound campaigns for client acquisition work, keeping agents connected to live contacts rather than dead numbers and voicemail.
Omnichannel routing directs each interaction to the right team and language regardless of the channel it arrived through, which matters when one provider fields conversations in 25 languages across multiple client brands.
Speech analytics gives supervisors visibility into conversation quality rather than volume alone, so service standards hold consistent across accounts that a single manager cannot personally monitor.
CRM integration ties the whole arrangement to client systems, letting Mercatus deliver communication that is personalised, measurable, and efficient for each engagement rather than generic across all of them.
The Voiso Difference
Outsourcing providers occupy an awkward position with technology vendors, since they need enterprise capability without enterprise complexity, and they need it to work identically across a dozen client accounts rather than one.
“Mercatus represents the new generation of outsourcing providers, agile, data-driven, and customer-obsessed,” said Martin Kalinov, Chief Executive Officer at Voiso. “Together, we’re creating a model where every conversation counts.”
The reseller relationship is part of what makes the arrangement work. Rather than each Mercatus client separately evaluating, buying, and implementing contact center software, the capability arrives already integrated into the service they were buying anyway.
“Outsourcing providers like Mercatus are critical to how global brands scale customer experience,” said Gregor Potočar, Chief Revenue Officer at Voiso. “Our goal is to empower them with the same tools and intelligence used by the world’s most advanced contact centers, without the complexity.”
Both companies treat the current arrangement as a starting position. Voiso and Mercatus intend to co-develop service offerings for emerging EMEA markets, combining platform capability with operational expertise on the ground.
Why Outsourcing Providers Choose Voiso
Providers running several client accounts simultaneously face a structural problem: each client wants handling, reporting, and channels configured to its own preferences, while the provider needs one operation it can staff, measure, and grow.
Voiso resolves that through account separation inside shared infrastructure. Queues, routing, and numbers configure per client while the underlying platform stays single. Reporting filters by campaign, queue, or account, so each client receives the view it expects and supervisors keep the operational whole. Agents work in one interface regardless of which engagement they are staffing that day, which shortens training and makes flexible allocation practical.
Adding a client becomes configuration rather than procurement, and for a provider whose growth depends on how fast it can absorb new work, that distinction compounds quickly.
