In a significant move for the customer experience (CX) landscape, Konecta, a global leader in CX and digital services, has announced a three-year strategic partnership with Google Cloud. This collaboration is set to enhance Konecta’s innovative solutions through the integration of AI, automation, and cloud technologies. Here’s how this partnership will reshape the future of customer service.
Key Highlights of the Partnership
- Transition to Google Workspace:
- Konecta will migrate its workforce of 100,000 employees to Google Workspace, fostering enhanced collaboration and productivity.
- Deployment of Google Cloud’s Customer Engagement Suite:
- As a certified Google Cloud partner, Konecta will implement Google Cloud’s Customer Engagement Suite for its clients, improving their customer service operations.
- Certification for Engineers:
- Up to 500 Konecta engineers will become certified in Google Cloud technologies, driving the development of next-generation AI solutions.
Benefits of the Strategic Alliance
- AI-driven Digital Unit and Enhanced CX Solutions:
- The partnership boosts the growth of Konecta’s AI-powered Digital Business Unit, focusing on innovative CX and Contact Center as a Service (CCaS) solutions.
- Collaborative go-to-market initiatives will introduce AI-driven services aimed at improving customer satisfaction and operational efficiency.
- Advanced CX Offerings with AI and CCaS Integration:
- By integrating AI and CCaS technologies, Konecta will offer businesses automated customer service solutions, AI agents, and personalized communication platforms.
- These advancements promise to transform customer interaction management, leading to improved outcomes and satisfaction.
- Certified Expertise in Google Cloud Technologies:
- The certification of 500 engineers in Google Cloud technologies elevates Konecta’s technical expertise, ensuring effective implementation of AI and CCaS solutions.
- Workplace Modernization and Global Scalability:
- The partnership will facilitate a migration of Konecta’s internal communications environment, expanding from 30,000 to over 100,000 employees using Google Workspace.
- This modernization enhances collaboration, security, and productivity, allowing for quicker responses to client needs.
Leadership Perspectives
- Nourdine Bihmane, CEO of Konecta:“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 to deliver more personalized, efficient, and intelligent customer service operations.”
- Tara Brady, President of Google Cloud EMEA:“Our strategic alliance with Konecta will empower its clients to provide superior customer service experiences and expedite their digital transformation.”
The partnership between Konecta and Google Cloud is a pivotal step in advancing customer experience solutions. By leveraging AI and cloud technologies, they are poised to redefine how businesses engage with customers, ultimately leading to enhanced satisfaction and operational success. This collaboration highlights the growing importance of digital transformation in meeting evolving consumer demands.
