Konecta and Google Cloud team up to drive AI-enabled customer experience innovation

Konecta, a specialist in buyer expertise (CX) and digital providers, has fashioned a three-year strategic partnership with Google Cloud.

This alliance strengthens Konecta’s management in delivering progressive buyer expertise options powered by AI, automation, and cloud applied sciences.

This collaboration will see Konecta transition its 100,000-person workforce to Google Workspace,  enhancing collaboration and productiveness throughout its international groups. As an authorized Google Cloud companion, Konecta will deploy Google Cloud’s Buyer Engagement Suite to its personal purchasers to boost their customer support operations. As well as, by this partnership, as much as 500 Konecta engineers will probably be licensed in Google Cloud applied sciences, serving to drive the event and implementation of next-generation AI options for purchasers.

By integrating Google Cloud’s AI capabilities into its choices, Konecta will improve its CX providers, serving to companies automate buyer interactions, construct and deploy AI brokers utilizing Vertex AI, and ship extra personalised experiences.

Key advantages of the three-year partnership embrace:

• AI-driven Digital Unit and enhanced CX optionsThe partnership accelerates the expansion of Konecta’s AI-powered Digital BU, which is devoted to delivering cutting-edge CX and Contact Middle as a Service options (CCaS). Konecta and Google Cloud will collaborate on go-to-market (GTM) initiatives to introduce AI-driven providers that enhance buyer satisfaction, automate routine duties, and improve operational effectivity.
• Superior CX choices with AI and CCaS integrationKonecta will combine AI and CCaS applied sciences into its CX choices, enabling companies to leverage automated customer support options, AI brokers, and personalised communication platforms. These superior options will remodel how companies handle buyer interactions, enhancing outcomes and satisfaction.
• Licensed experience in Google Cloud applied sciencesWith as much as 500 engineers licensed in Google Cloud applied sciences, Konecta will deliver a brand new degree of technical experience to its purchasers, making certain seamless implementation of AI and CCaS options. This certification additional solidifies Konecta’s place as a trusted supplier of AI and cloud-based customer support options.
• Office modernisation and international scalability:Over the subsequent three years, Konecta will migrate its inner communications surroundings from 30,000 right this moment to greater than 100,000 workers sooner or later utilizing Google Workspace, enhancing collaboration, safety, and productiveness throughout international groups. This transformation will allow Konecta’s workforce to raised serve purchasers by delivering quicker, extra agile responses to buyer wants.

Nourdine Bihmane, CEO of Konecta, mentioned: “This partnership with Google Cloud permits us to considerably improve our buyer expertise options with GenAI and automation. As a Google Cloud-certified supplier, we’re empowering our groups with the instruments and data to ship extra personalised, environment friendly, and clever customer support operations. This can be a crucial step in our mission to guide the business in AI-powered expertise.”

Tara Brady, president, Google Cloud EMEA, mentioned: “Shoppers right this moment demand quicker, extra knowledgeable, and extra tailor-made interactions with the manufacturers they belief. Our strategic alliance with Konecta will empower its purchasers to offer superior customer support experiences and expedite their digital transformation. Collectively, we’re serving to companies harness the ability of AI to realize significant enterprise outcomes.”

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Tags: customer experience, digital services, Konecta, partnership