Konecta
| Private | |
| ISIN | 🆔 |
| Industry | Customer Experience, Digital Services, Employee Experience |
| Founded 📆 | 1999 |
| Founder 👔 | José María Pacheco |
| Headquarters 🏙️ | , Madrid , Spain |
Number of locations | 26 countries |
Area served 🗺️ | Worldwide |
Key people | Nourdine Bihmane (Group CEO) |
| Revenue🤑 | over $2 billion (2024) |
| Members | |
Number of employees | over 120,000 |
| 🌐 Website | konecta.com |
| 📇 Address | |
| 📞 telephone | |
Konecta is a Spanish multinational company that provides customer experience (CX) and digital services. Headquartered in Madrid, it serves clients in industries such as telecommunications, banking, insurance, retail, manufacturing, healthcare, public sector, energy, and utilities. The company operates in 26 countries and employs over 120,000 people.
History
Konecta was founded in 1999 by José María Pacheco in Spain. In December 2015, Banco Santander and PAI Partners jointly acquired Konecta, each holding a 50% stake, to accelerate its growth and implement a buy-and-build strategy focused on Spain and Latin America.[1][2] In March 2019, Intermediate Capital Group (ICG) acquired Konecta from Santander and PAI for $799 million.[3][4]
In 2022, Konecta merged with Italian firm Comdata, doubling in size and forming one of the largest CX service providers globally.[5][6][7]
In February 2024, Konecta integrated South Africa–based Bespoke and opened its first U.S. operations center in San Antonio, Texas, strengthening its English-language service capabilities. The move added 1,100+ professionals and expanded its geographic and sector presence.[8]
In 2024, the company raised €150 million[9] and in January 2025 launched "Katalyst 2028,"[10] a strategic three-year plan focused on digital transformation, GenAI, Agentic AI integration, and global expansion.[11]
Operations and expansion
Konecta began its operations in 1999 as a customer service provider in Spain and gradually expanded as demand for outsourcing services increased. By the mid-2000s, it had grown into a group of specialized companies, serving over 100 major clients in sectors such as telecommunications, banking, and energy. In 2004, Cinco Días reported that the company had grown by 45%,[12] serving over 100 major clients, generating annual revenues of €48 million, and achieving net profits of €2.5 million.[13]
By 2009, Konecta focused on technological innovation and divided its services into BPO and digital marketing while focusing in Latin America. By 2012, Konecta grew revenue by 10% to €307 million, created 800 jobs, and operated in nine countries with over 15,000 employees, driven by strong demand for front- and back-office BPO and CX services.[14]
From 2013 to 2015, Konecta accelerated its internationalization strategy. By mid-2015, it employed around 25,000 people across ten countries, including Spain, Portugal, the UK, Morocco, and several Latin American markets, with a client base exceeding 400 companies. Konecta expanded its service offering to include omnichannel platforms, analytics, and mobile solutions.[15]
By 2023, Konecta operated in 26 countries around the world, with more than 200 operational centers and over 120,000 employees.[16] In April 2024, Nourdine Bihmane - former CEO of the French company Atos - was appointed Group CEO[17][18] launching the Katalyst 2028 transformation plan[19] aimed at positioning the company at the forefront of the customer experience (CX) industry by integrating generative AI (GenAI) into its services. The plan included the creation of Konecta Digital, a dedicated business unit focused on AI-driven solutions, and a €75 million investment over three years to support this digital transformation.
In late 2024, Konecta entered into a three-year strategic alliance with Google Cloud, committing to certify 500 engineers in Google Cloud technologies and migrate its entire workforce (100,000 people) to Google Workspace.[20][21] The agreement centers on integrating Generative AI tools like Vertex AI into the company’s CX operations - automating routine interactions through real-time analytics, knowledge management, and AI-driven co‑pilots.[22]
In January 2025, Konecta signed an agreement with Egypt’s Information Technology Industry Development Agency (ITIDA) to launch a new multilingual hub in Egypt to support its global operations. As part of its global Katalyst 2028 strategy, Konecta also expanded its presence in India to strengthen its capabilities in English-speaking and digital markets, with a strong focus on generative AI.[23]
In May 2025 at its 20th annual Expocontact event, the company launched AmaIA, a humanoid robot, underscoring its confidence in AI’s evolving role[24] while stressing that AI exists to augment, not replace, the empathy-driven expertise of frontline agents.[25]
Corporate social responsibility
Konecta carries out Corporate Social Responsibility (CSR) initiatives both directly and through the Konecta Foundation. These efforts focus on promoting social and labor inclusion, digital skills training, and partnerships with educational institutions and NGOs. The company has supported inclusive employment programs for individuals[26] with autism and migrant communities.[27]
In 2004, Konecta joined the United Nations Global Compact and adopted its principles-based framework.
Since 2017, the company has been measuring its carbon footprint and is committed to achieving Net Zero emissions by 2040. To reach this goal, Konecta is implementing energy efficiency measures and increasing the use of renewable energy in its offices. It is also adopting sustainable technology infrastructure, driving digital optimization, promoting sustainable commuting programs, and evaluating suppliers based on ESG (Environmental, Social, and Governance) criteria.[28]
Established in 2005, the Konecta Foundation celebrated its twentieth anniversary at Expocontact 2025 in Madrid, where it unveiled its new brand identity and revamped its digital platform. The foundation announced its international expansion and strengthening of social projects in Spain, Latin America, and Europe, highlighting actions in inclusive employment, social innovation, and community development.[29]
On the occasion of World Environment Day in June 2025, Konecta Foundation launched, together with Fundación Endesa the “Green Employment Hub” program in Andalusia, to offer training and employment and support 1,500 people at risk of social exclusion.[30]
That same month, Konecta Italy partnered with the Parco Nazionale delle Foreste Casentinesi to support two key environmental initiatives. The project focused on protecting a Douglas fir woodland on Monte Falterona to enhance CO₂ capture and forest conservation, and included backing for a scholarship supporting young researchers studying wild pollinators to promote biodiversity.[31]
Awards and recognitions
In 2024, Konecta was recognized as "Company of the Year 2024 in Latin America" by Frost & Sullivan for its Customer Experience Outsourcing solutions, recognizing its employment of Artificial Intelligence (AI) and automation technologies to deliver sophisticated, multichannel customer interactions.[32]
In 2025, Konecta was recognized as a Leader in Frost Radar™ Customer Experience Management Outsourcing for Europe and Latam.[33]
In May 2025, Konecta Colombia was the most awarded company at the CX Interaction Awards 2025, receiving 10 national recognitions and 2 additional honors in Latin America in acknowledgment of its leadership, innovation, and contribution to the development of the BPO sector.[34]
It also dominated the 2025 CX Interaction Awards in Cartagena, Colombia, securing 10 national awards plus 2 at the Latin American level, lauded for leadership, innovation, and sector contribution.[35]
It was also recognized as one of the best places to work in Romania, Albania, Peru,[36] Morocco, and Argentina.[37]
See also
References
- ↑ Ammachchi, Narayan (6 October 2015). "PAI Partners acquires a 40% stake in Grupo Konecta - Nearshore Americas". nearshoreamericas.com.
- ↑ "PAI Partners | Konecta". PAI Partners.
- ↑ "Intermediate Capital Group Acquires Konecta | Mergr M&A Deal Summary". mergr.com.
- ↑ "MergerLinks - ICG completed its acquisition of Grupo Konectanet from Santander and PAI Partners for $799m". app.mergerlinks.com.
- ↑ "Konecta merges with Comdata to create a BPO giant". Directors Club News. 12 April 2022. Retrieved 17 May 2025.
- ↑ Bayón, Marimar Jiménez, Álvaro (6 April 2022). "Konecta se fusiona con Comdata y crean un gigante del 'call center'". Cinco Días (in español).
- ↑ Es, Eleconomista. "Konecta se fusiona con la italiana Comdata para crear el gigante europeo de 'call centers'". eleconomista.es.
- ↑ "KONECTA INTEGRATES BESPOKE, A COMPANY OPERATING IN SOUTH AFRICA, AND OPENS A SITE IN TEXAS (USA), MULTIPLYING ITS CAPABILITIES FOR ENGLISH-SPEAKING CLIENTS. | Spanish Chamber of Commerce in the United Kingdom". spanishchamber.co.uk.
- ↑ Bravo, Pepe (13 February 2025). "Konecta logra 150 millones de JPMorgan e ICG para crecer en IA". EXPANSION (in español).
- ↑ "Konecta: 150M€ de financiación para su plan Katalyst 2028". emprendedores.es (in español). 24 February 2025.
- ↑ "Konecta secures 150 million euros in new funds to accelerate Katalyst Plan". EDATV News. 25 July 2024. Retrieved 17 May 2025.
- ↑ "Konecta crece un 45% por la externalización de nuevos servicios". Cinco Días (in español). 13 February 2004.
- ↑ Gómez, Carlos (28 March 2004). "La irresistible ascensión de Konecta". El País (in español).
- ↑ "Konecta crece un 10% y crea 800 puestos de trabajo en 2012". Channel Partner (in español). 26 March 2013.
- ↑ "Konecta - Contact Center Hub". contactcenterhub.es (in español). 1 June 2015.
- ↑ "Grupo Konecta incrementa su presencia en América". EFE Comunica (in español). 9 August 2023.
- ↑ "Konecta nombra a Nourdine Bihmane (ex de Atos) nuevo consejero delegado". Forbes España (in español). 10 April 2024.
- ↑ "Konecta ficha a Nourdine Bihmane (ex ATOS) como nuevo CEO". eleconomista.es.
- ↑ Press, Europa (21 January 2025). "Konecta pone en marcha un ambicioso plan para alcanzar los 2.500 millones € de facturación en 2028". www.europapress.es.
- ↑ DÍAS, CINCO (4 November 2024). "Google Cloud se alía con Konecta para innovar en experiencia del cliente potenciada por IA". Cinco Días (in español).
- ↑ Madrid, EXPANSIÓN (3 November 2024). "Konecta se alía con Google Cloud en inteligencia artificial". EXPANSION (in español).
- ↑ "Konecta y Google Cloud Forjan una Alianza Estratégica para Impulsar la Innovación en la Experiencia del Cliente Potenciada por IA". La Vanguardia (in español). 4 November 2024.
- ↑ "Quand un champion des centres d'appels défie les prévisions de mort du métier à cause de l'IA". Les Echos (in français). 21 January 2025.
- ↑ Press, Europa (30 May 2025). "La IA Agéntica protagoniza el 20 aniversario de Expocontact, el gran encuentro de Konecta en el sector CX". www.europapress.es.
- ↑ Mediavilla, Lucas (8 April 2025). "Pourquoi Konecta, un des leaders des centres d'appels, ne craint pas l'IA". Le Figaro (in français).
- ↑ "La US y la Fundación Konecta impulsan el empleo inclusivo de personas autistas | Vicerrectorado de Investigación". www.investigacion.us.es.
- ↑ "La inclusión laboral de las personas migrantes es un factor determinante para lograr una sociedad cohesionada - Esade". Esade (in español).
- ↑ Torres, Agustín Martín (17 June 2025). "Konecta y su hoja de ruta hacia el Net Zero en 2040". aappmobility.com (in español).
- ↑ Alvarez, Juan (2 June 2025). "Konecta Foundation celebrated 20 years of social impact". Konecta Foundation.
- ↑ SER, Cadena (6 June 2025). "Fundación Endesa y Konecta Foundation presentan su programa "Hub Empleo Verde" en Andalucía en el Día Mundial del Medioambiente". Cadena SER (in español).
- ↑ "Konecta in Italia collabora con il Parco delle Foreste Casentinesi per la protezione delle foreste". Econote (in italiano). 11 July 2025.
- ↑ Shreve, Ashley (29 July 2024). "Konecta Earns Frost & Sullivan's 2024 Latin American Company of the Year Award for Pioneering Customer Experience Outsourcing Solutions". Frost & Sullivan.
- ↑ Economía, Revista (23 May 2025). "Konecta vuelve a ser reconocida como empresa líder en la externalización de la experiencia del cliente en América Latina y Europa". Revista Economía (in español).
- ↑ "Konecta, la más premiada en los CX Awards Colombia". revistaclevel.com (in español). 11 August 2025.
- ↑ "Colombia's BPO sector shines at 2025 CX Interaction Awards". outsourceaccelerator.com.
- ↑ "Konecta | Great Place To Work® Peru". www.greatplacetowork.com.pe.
- ↑ "Konecta Romania recognized as One of the Best Places to Work for 2024 #BestPlacesToWork". Media Outreach.
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