What Konecta does

Konecta is a global customer experience (CX) and business process outsourcing (BPO) provider headquartered in Madrid, Spain, operating across 28 countries with a workforce of 109,000+ employees supporting 40+ languages and delivering more than one million customer resolutions per day. The company serves enterprise clients in regulated industries — banking and financial services, telecommunications, energy and utilities, retail and e-commerce, healthcare, insurance, automotive, and the public sector — with front- and back-office customer service, employee experience, and growth/marketing services. Marquee relationships include a carve-out of approximately 1,500 Santander employees for CRM operations, Carrefour's customer service handling around 7 million inquiries per year, multi-country Spanish-language support for Netflix in LATAM and the U.S., and long-tenured partnerships with clients such as Sura (25+ years) and Sanofi (since 2017).

Konecta's core technology is the Kolibri AI Platform, launched in June 2026 as an agentic AI orchestration layer that combines 25 years of CX domain expertise with up to 80% pre-built, sector-specific workflows. Kolibri sits on an ISO 42001-certified AI management framework with cybersecurity controls, observability, and real-time audit trails, and uses an open architecture integrating Google Cloud, NICE (CXone and Cognigy), Salesforce (Data 360 and Agentforce), CrewAI, Uniphore, and ElevenLabs. The platform supports hybrid human + AI agent deployment and is designed to move enterprises out of "AI pilot purgatory" into production within weeks. Adjacent proprietary tools include Loope by Konecta, an AI Copilot for real-time decisions, and TIA by Konecta, an AI solution developed with Pacto Contra a Fome.

Konecta's revenue model combines managed services (per-agent or per-hour CX and EX BPO contracts, typically multi-year) with a subscription-style, business-use-case-based pricing model for Kolibri that displaces traditional per-agent licensing and includes built-in FinOps. Reported annual revenue is approximately €2 billion, supplemented by €150 million in new funding raised in 2025 to accelerate the three-year Katalyst 2028 Plan to make Konecta a GenAI-powered company. Distribution is direct enterprise sales supported by strategic technology partnerships (NICE, Google Cloud, Lenovo, Salesforce, CrewAI, Uniphore, ElevenLabs) and a BPO partner program (e.g., Kraken). The company has materially expanded operations into Egypt ($100M investment, New Cairo HQ), Albania, Kosovo, Mexico (Campeche), Brazil (Salvador), and Texas (USA), while integrating acquired assets Bespoke (South Africa) and two European lead-generation firms in France and Italy.

Name

Konecta

Legal name

GRUPO KONECTANET SL

Website

https://konecta.com

Company type

Private

Founded year

1999

Operating status

Operating

Headcount range

5,001–10,000 employees

Short description

Konecta is a global CX and digital services BPO provider with 109,000+ employees across 28 countries and €2B revenue, serving enterprise clients in banking, telecoms, energy, retail, and healthcare through hybrid human and AI agent solutions anchored by its Kolibri platform.

Ownership category

akta.pro rank

Product category

Customer Experience Outsourcing / Business Process Outsourcing

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518), Custom Computer Programming Services (541511), Management Consulting Services (54161)

SIC

Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN)

akta.pro secondary industry

Account Opening, KYC/AML & Customer Due Diligence (CDD/EDD) (FSABALAA)

Keywords

• Customer experience outsourcing
• Business process outsourcing
• Agentic AI platform
• Employee experience services
• Digital transformation consulting

Headquarters

HQ city

Córdoba

HQ country

Argentina

HQ region

Latin America

Offices10 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. CX/BPO Services: Customer experience and digital services including customer support, technical support, claims handling, billing management, and order tracking delivered across multiple channels and languages
2. Kolibri AI Platform: Agentic AI orchestration platform with business use case-based pricing model rather than traditional per-agent licensing, offering pre-built use cases for regulated industries
3. Employee Experience Services: Employee care solutions including helpdesks, knowledge management, modern workplace services, and Device-as-a-Service
4. Growth and Marketing Services: Outcome-based solutions for lead generation, sales conversion, digital campaign management, and digital collection

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels7 records

Core offering

Konecta is a global customer experience (CX) and business process outsourcing (BPO) provider delivering managed customer support, technical support, claims handling, billing management, and order tracking services across 28 countries in 40+ languages. Its core differentiator is the proprietary Kolibri AI Platform, an agentic AI orchestration platform with up to 80% pre-built, sector-specific workflows and ISO 42001-certified AI governance, sold on a business use case-based pricing model rather than per-agent licensing.

Product overview

Konecta offers a unified CX and EX platform portfolio centered on its Kolibri AI Platform - an agentic AI orchestration platform that combines 25 years of customer experience expertise with up to 80% pre-built sector-specific workflows. The platform sits alongside specialized service lines: Customer Experience (CX) providing hybrid GenAI agent solutions for front/back-office, Employee Experience with AI-powered workplace services, Growth/Marketing & Revenue Generation offering lead generation, sales conversion, and digital collection, and Strategy & Transformation for consulting. Sub-products include Agentic AI for CX, CX Cloudification & Modernization, Cross-Industry AI Accelerators, and industry-specific solutions across banking, telecoms, retail, utilities, healthcare, insurance, and public sector. The company operates across 28 countries with 109,000 employees and leverages partnerships with Google Cloud, NICE/Salesforce, CrewAI, and Uniphore.

Differentiator

Problem solved

Functional benefit

Brands

• Kolibri AI Platform: An agentic AI orchestration platform for customer experience operations that includes pre-built use cases, enterprise governance, and open architecture compatible with partners including Google Cloud, NICE, Salesforce, and CrewAI. It uses a business use case-based pricing model.
• Konecta Foundation
• Loope by Konecta
• TIA by Konecta

Products and services

• Kolibri AI Platform Agentic AI orchestration platform that helps enterprises transition from AI pilot programs to full production deployment, offering up to 80% pre-built use cases for regulated industries with open architecture compatible with Google Cloud, NICE, Salesforce, CrewAI, and other partners.
• Customer Experience (CX) Services Hybrid GenAI agent solutions and AI-enabled innovations for both front- and back-office to revolutionize customer experience, delivered across customer support, technical support, claims handling, billing, and order tracking.
• Employee Experience (EX) Services Employee care solutions including helpdesks, knowledge management, AI-powered digital workplace services, and Device-as-a-Service to support and engage employees.
• Growth, Marketing & Revenue Generation Services Outcome-based solutions including lead generation, sales conversion, digital campaign management, and digital collection to boost sales and achieve better ROI.
• Strategy & Transformation Consulting Agile advisory services covering service design, technology implementation, and process optimization for enterprises undertaking CX and EX transformation.

Quantifiable outcome

• 30% productivity increase from proper GenAI implementation
• +5 more outcomes

Named customers25 records

Segments6 records

Ideal customer profiles6 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration10 records

AI capability7 records

Feature5 records

Partnerships

17 partnerships are on record, tiered core, key and supporting.

• NICE LtdcoreTechnology or Integration · 13 May 2026Global Platinum AI CX partnership announced May 13, 2026, making Konecta NICE's highest-certified partner. Under the agreement, Konecta integrates NICE's CXone platform and Cognigy's generative and agentic AI technology into its operations to deliver intelligent virtual agents and autonomous back-office task execution. The partnership aims to accelerate AI deployment across global markets, particularly Latin America and Europe, enabling faster time-to-value and operational efficiency at scale.
• LenovocoreStrategic or Co-development Partner · 14 April 2026Strategic alliance announced April 14, 2026, to develop AI-powered Digital Workplace offering that challenges traditional IT outsourcing models. Konecta is progressively deploying Lenovo services across its international footprint impacting more than 100,000 employees worldwide. Lenovo selected Konecta to deliver eCommerce operations starting in Egypt in September 2025. The partnership aims to apply consumer-grade CX standards to internal employee experiences.
• KrakenkeyChannel Partner/ Reseller/ Distributor · 27 November 2025Konecta selected as one of initial partners in Kraken's newly launched BPO Partner Program to deliver customer support services for utilities across multiple countries. Konecta has integrated Kraken's Universal Agent model into its operations supporting services in Morocco and South Africa, with plans to expand globally.
• CrewAIkeyStrategic or Co-development Partner · 3 November 2025Strategic alliance announced November 3, 2025, to transform operations with Agentic AI. Konecta serves as CrewAI's consulting partner in Europe and Latin America, promoting the deployment and scaling of agentic AI solutions. Collaboration focuses on automating complex business processes including employee onboarding and Voice Agent testing, significantly reducing cycle times.
• Google CloudcoreTechnology or IntegrationStrategic alliance with Google Cloud to drive AI-enabled innovation in customer experience. Konecta leverages Google Cloud's AI and infrastructure capabilities as part of its open architecture Kolibri platform ecosystem.
• UniphoresupportingTechnology or IntegrationTechnology integration partner for Kolibri AI platform, part of open architecture ecosystem supporting enterprise AI deployments
• ElevenLabssupportingTechnology or IntegrationTechnology integration partner for Kolibri AI platform, providing voice AI capabilities as part of open architecture ecosystem
• SalesforcesupportingTechnology or IntegrationTechnology partner in Kolibri platform ecosystem, with Konecta accelerating outsourcing services efficiency with Salesforce Data 360 and Agentforce
• GreenbureausupportingTechnology or IntegrationPartnership for Paris 2024 Olympic and Paralympic Games digital platform providing multilingual customer support for over 200M unique users
• ZendesksupportingTechnology or IntegrationTechnology partner for Paris 2024 operations, contributing to omnichannel digital platform for visitor support
• GenesyssupportingTechnology or IntegrationTechnology partner for Paris 2024 operations, part of integrated omnichannel solution for visitor support
• DeafisupportingTechnology or IntegrationAccessibility partner for Paris 2024, enabling seamless customer experience for deaf and hard-of-hearing users
• Centra TechnologieskeyStrategic or Co-development PartnerStrategic partnership to advance Egypt's digital transformation agenda, complementing ITIDA MoU for New Cairo headquarters establishment
• SPEEEXkeyStrategic or Co-development PartnerStrategic partnership to deliver cutting-edge nearshore multilingual CX and digital services across DACH and Europe from Kosovo
• upsource by solutions (STC Group)keyStrategic or Co-development PartnerStrategic partnership to revolutionize Customer Experience with GenAI-powered solutions in Saudi Arabia and the Gulf Region
• ASAN'AIsupportingStrategic or Co-development PartnerPartnership to empower Madagascar's future through AI and digital excellence, supporting local communities and workforce development
• BespokesupportingChannel Partner/ Reseller/ DistributorCompany operating in South Africa integrated into Konecta operations, expanding capabilities for English-speaking clients alongside Texas, USA site opening

Scale indicators11 records

Recent moves11 records

Expansion highlights8 records

Direct peers

• Teleperformance: Paris-based global CX and digital BPO leader with ~410,000 employees across nearly 100 countries. Closest comparable in scale, vertical mix (banking/telecom), and AI strategy (TP's own GenAI platform), competing head-to-head for enterprise CX contracts in EMEA and LATAM.
• Concentrix: US-headquartered global CX solutions and BPO operator with ~440,000 staff and major presence in banking, tech, retail, and healthcare verticals. Direct competitor for enterprise CX contracts and similarly integrating AI/GenAI into delivery operations.
• Foundever (formerly Sitel): Global CX BPO provider with ~150,000 employees in 45+ countries. Directly competes in similar verticals (banking, telecom, retail, travel) and is pursuing its own AI-augmented CX transformation, making it a close scale and service-mix peer to Konecta.
• TTEC Holdings: Denver-based digital CX and BPO operator serving banking, healthcare, and consumer verticals with significant nearshore delivery in LATAM. Closely comparable customer mix and BPO+technology strategy with proprietary CX platform assets.
• Majorel (now part of Concentrix): Luxembourg-headquartered CX BPO with strong EMEA and African footprint. Overlapping geographic and vertical coverage with Konecta, particularly in regulated European industries and French-speaking African markets.
• WNS Holdings: UK-headquartered global BPO and CX analytics provider with deep banking/financial services and travel focus. Comparable vertical specialization in regulated industries and similar AI-led transformation strategy under KRYSTAL platform.
• Alorica: US-headquartered digital CX and BPO provider serving telecom, retail, financial services, and tech clients globally. Comparable service portfolio and target verticals with growing nearshore delivery footprint overlapping Konecta's LATAM operations.
• Firstsource Solutions: India-headquartered BPO with strong banking, healthcare, and communications vertical focus and growing US/UK nearshore presence. Comparable mix of managed services and digital CX transformation offerings.
• TaskUs: US-listed digital outsourcing and CX company with significant LATAM and Philippine delivery serving tech, retail, fintech, and healthcare clients. Comparable AI-augmented CX delivery model and vertical expansion strategy.

Broad incumbents

• Genpact: US-listed global professional services and digital transformation firm with significant CX, banking, and insurance BPO operations. Larger, broader portfolio play competing for the same enterprise digital transformation wallets as Konecta's Strategy & Transformation arm.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

Compliance7 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

Subsidiaries11 records

Funding overview

Funding rounds3 records

Investors2 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A1 record

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Konecta