Konecta, a specialist in customer experience (CX) and digital services, has entered into a three-year strategic partnership with Google Cloud.
This alliance strengthens Konecta’s leadership in providing innovative customer experience solutions powered by artificial intelligence, automation and cloud technologies.
With this collaboration, Konecta will transition its 100,000 employees to Google Workspace, enhancing collaboration and productivity across its global teams. As a certified Google Cloud partner, Konecta deploys Google Cloud’s Customer Engagement Suite to its clients to improve their customer service operations. Additionally, through this partnership, up to 500 Konecta engineers will become certified in Google Cloud technologies, which will help drive the development and implementation of next-generation AI solutions for clients.
By integrating Google Cloud AI capabilities into its offerings, Konecta will enhance its CX services, help businesses automate customer interactions, create and deploy AI agents with Vertex AI, and deliver more personalized experiences.
The main benefits of the three-year partnership include:
- AI driven digital unit and improved CX solutionsThe partnership accelerates the growth of Konecta’s digital AI BU, which focuses on delivering industry-leading CX and Contact Center as a Service (CCaS) solutions. Konecta and Google Cloud will collaborate on go-to-market (GTM) initiatives to implement AI-driven services that improve customer satisfaction, automate routine tasks and increase operational efficiency.
- Advanced CX offerings with AI and CCaS integrationKonecta will integrate AI and CCaS technologies into its CX offerings, enabling businesses to leverage automated customer service solutions, AI agents and personalized communication platforms. These advanced solutions will transform the way businesses manage customer interactions, improving results and satisfaction.
- Certified expertise in Google Cloud technologiesWith up to 500 engineers certified in Google Cloud technologies, Konecta will bring a new level of technical expertise to its clients and ensure seamless implementation of AI and CCaS solutions. This certification further solidifies Konecta’s position as a trusted provider of AI and cloud-based customer service solutions.
- Workplace modernization and global scalability:Over the next three years, Konecta will migrate its internal communications environment from 30,000 today to more than 100,000 employees in the future using Google Workspace, enhancing collaboration, security and productivity across global teams. This transformation will enable Konecta employees to better serve customers by providing faster and more agile responses to customer needs.
Nourdine Bihmane, CEO of Konecta, said: “This partnership with Google Cloud allows us to significantly improve our customer experience solutions with GenAI and automation. As a Google Cloud Certified provider, we provide our teams with the tools and knowledge to deliver more personalized, efficient and intelligent customer service operations. This is a critical step in our mission to lead the industry in AI experiences.”
Tara Brady, President of Google Cloud EMEA, said: “Consumers today demand faster, more informed and more personalized interactions with brands they trust. Our strategic alliance with Konecta will enable its clients to deliver superior customer service and accelerate their digital transformation. Together, we help businesses harness the power of AI to drive meaningful business outcomes.”
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