Customer experience management BPO company Konecta has partnered with Google Cloud in a strategic, three-year alliance aimed at transforming productivity and collaboration across its 100,000-person workforce.
This collaboration will see Konecta adopt Google Workspace, providing employees with a robust platform to streamline internal communications, enhance security, and improve productivity on a global scale.
The partnership goes beyond internal efficiency, as Konecta is set to leverage Google Cloud’s Customer Engagement Suite for its clients, enabling next-generation customer experience solutions powered by AI and automation. Through the partnership, Konecta’s workforce will integrate Google’s Vertex AI to deploy AI-driven customer service solutions, automating routine interactions and enabling more personalised customer experiences.
A significant part of this partnership is the certification of up to 500 Konecta engineers in Google Cloud technologies. This new technical expertise will position Konecta to design, develop, and deploy advanced AI solutions, further elevating its capacity to deliver seamless, cloud-based customer experience services.
Key benefits of the partnership include enhanced operational efficiency through the integration of AI and Contact Center as a Service (CCaS) technology. This setup will empower businesses to automate routine tasks and improve customer satisfaction by delivering faster, personalised service.
Nourdine Bihmane, CEO of Konecta, said: “This partnership with Google Cloud allows us to significantly enhance our customer experience solutions with GenAI and automation. As a Google Cloud-certified provider, we are empowering our teams with the tools and knowledge to deliver more personalised, efficient, and intelligent customer service operations. This is a critical step in our mission to lead the industry in AI-powered experience.”