Konecta Partners with Google Cloud to Boost AI Customer Experience

On November 4, 2024, Konecta, a prominent player in customer experience (CX) and digital services, entered into a significant three-year strategic partnership with Google Cloud. This collaboration aims to bolster Konecta’s capabilities in delivering innovative CX solutions through the integration of artificial intelligence (AI), automation, and cloud technologies.

As part of this alliance, Konecta will transition its workforce of 100,000 employees to Google Workspace, which is expected to enhance collaboration and productivity across its global operations. Additionally, Konecta plans to implement Google Cloud’s Customer Engagement Suite to improve its customer service operations. The partnership will also facilitate the certification of up to 500 Konecta engineers in Google Cloud technologies, equipping them to develop next-generation AI solutions.

Key benefits of this partnership include the growth of Konecta’s AI-driven Digital Business Unit (BU) focused on advanced CX and Contact Center as a Service (CCaaS) solutions. By integrating AI and CCaS technologies into its CX offerings, Konecta aims to offer automated customer service solutions and personalized communication platforms that transform business interactions.

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Nourdine Bihmane, CEO of Konecta, emphasized that this partnership will enhance their customer experience solutions with generative AI and automation. Tara Brady, President of Google Cloud EMEA, highlighted that this collaboration will empower Konecta to deliver superior customer service experiences while accelerating digital transformation. Together, they aim to leverage AI’s potential to drive meaningful business results.