Toku Deploys Contact Centre for Glovo in 21 Markets

In Short

Toku says it has deployed Toku Contact Centre for Glovo’s customer service operation across 21 markets in Europe, Central Asia and Africa.

The system went live after a seven week rollout. Glovo’s contact centre teams now handle calls on Toku in every market.

What Happened: How Toku Rolled Out A Contact Centre For Glovo

Toku said the deployment covered Glovo’s customer service operation across 21 markets, with 70 call flows. Call flows are the routing rules that decide how each call is handled.

Toku said the move ran on its cloud-native platform, meaning the system is built to run on cloud infrastructure. Glovo’s operations stayed live during the migration.

Toku said each country has its own operator, numbering and routing. It said this meant each market was effectively a separate deployment with its own requirements.

Toku said kick-off was on 15 August 2026 and go-live was on 2 October 2026. It added that go-live week ran in four deployment waves over four days, with a rollback path that was rehearsed in advance and never needed.

Thomas Laboulle, Founder and CEO of Toku, said: "Deploying a contact centre across 21 countries while it is live is like changing the engines of a plane in flight, because you cannot land to do it. Our team and Glovo's worked as one across three continents to make that happen in about seven weeks. It shows what Toku Contact Centre and our delivery team can do at this scale."

Aleix Capdevila, Senior Director Marketplace Experience at Glovo, said the migration was done “in just seven weeks without interruption” and would give teams “a unified platform to deliver fast, reliable support.”

Why It Matters: What The New Order Means For Glovo And Toku

Toku said enterprise contact centre migrations of this size are typically planned over six to twelve months, based on published industry guidance.

The company said this customer service deployment is covered by a new order that is separate from the sales operations agreement announced in February 2026. Under that earlier agreement, Glovo’s sales teams went live on Toku in Spain, Italy, Romania and Portugal in June 2026.

For Glovo, the deployment standardises how its contact centre teams handle calls across all 21 markets while keeping services live.

For Toku, the Glovo rollout is a reference deployment for multi-country contact centre migrations in fragmented markets.