Draft:Konecta

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Konecta
Company typePrivate
IndustryCustomer Experience, Digital Services, Employee Experience
Founded1999
FounderJosé María Pacheco
Headquarters
Madrid
,
Spain
Number of locations
26 countries
Area served
Worldwide
Key people
Nourdine Bihmane (Group CEO)
Revenueover $2 billion (2024)
Number of employees
over 120,000
Websitekonecta.com

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

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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 pursue growth in 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, creating a larger CX service provider. [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 and adding more than 1,100 professionals.[8]

In 2024 the company raised €150 million[9] and in January 2025 launched "Katalyst 2028," a three-year plan focused on digital transformation, AI integration, and international growth.[10][11]

Operations and expansion

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Konecta began operating in Spain in 1999 and expanded as demand for outsourcing services grew. By 2004, Cinco Días reported annual revenues of €48 million and net profits of €2.5 million.[12][13]

By 2012 the company operated in nine countries with over 15,000 employees and a revenue increase reported that year.[14] Between 2013 and 2015 the company accelerated its internationalisation strategy, reaching about 25,000 employees across ten countries by mid-2015.[15]

By 2023 Konecta operated in 26 countries with more than 120,000 employees.[16] In April 2024, Nourdine Bihmane — formerly of Atos — was appointed Group CEO, and the company introduced the Katalyst 2028 plan, including the creation of a digital unit and investments in AI-driven solutions.[17][18][19]

In late 2024 Konecta signed a three-year strategic agreement with Google Cloud to accelerate AI-driven customer experience innovations and to train and certify staff in Google Cloud technologies.[20][21][22]

In January 2025 Konecta signed an agreement with Egypt’s Information Technology Industry Development Agency (ITIDA) to launch a multilingual hub in Egypt and also expanded operations in India as part of its global strategy.[23]

Corporate social responsibility

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Konecta carries out Corporate Social Responsibility (CSR) initiatives directly and through the Konecta Foundation. These efforts focus on social and labour inclusion, digital skills training, and partnerships with educational institutions and NGOs. The company has supported inclusive employment programmes for people with autism and for migrant communities.[24][25]

Konecta joined the United Nations Global Compact in 2004. Since 2017 the company has measured its carbon footprint and set a target of reaching Net Zero emissions by 2040, pursuing energy efficiency, renewable energy, sustainable commuting, digital optimisation and supplier ESG assessment as part of its approach.[26]

The Konecta Foundation, established in 2005, celebrated its twentieth anniversary at Expocontact 2025 and announced expanded international activity and a refreshed brand identity and digital platform.[27]

On World Environment Day in June 2025 Konecta Foundation and Fundación Endesa launched the "Green Employment Hub" programme in Andalusia to provide training and employment opportunities for people at risk of social exclusion.[28]

Awards and recognitions

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In 2024 Konecta was named "Company of the Year 2024 in Latin America" by Frost & Sullivan for its Customer Experience Outsourcing solutions.[29]

In 2025 Konecta was recognised as a Leader in Frost Radar™ Customer Experience Management Outsourcing for Europe and Latam.[30]

Konecta Colombia received several awards at the CX Interaction Awards in 2025.[31][32]

The company has also featured on "best places to work" lists in countries including Peru,[33] Romania, Albania, Morocco and Argentina.[34]

Controversies

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Konecta has been involved in some labour disputes and controversies reported in the press.

In July 2012 the company was involved in a legal dispute in Chile related to a strike, where the company accused certain strikers of criminal conduct beyond lawful collective action; press coverage described the company's claims and the surrounding dispute.[35]

In August 2022 four employees were dismissed at Konecta's Avilés (Asturias) centre; local union Corriente Sindical de Izquierda (CSI) criticised the dismissals and described them as potentially unjustified.[36]

See also

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References

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  1. ^ Ammachchi, Narayan (6 October 2015). "PAI Partners acquires a 40% stake in Grupo Konecta - Nearshore Americas". nearshoreamericas.com.
  2. ^ "PAI Partners | Konecta". PAI Partners.
  3. ^ "Intermediate Capital Group Acquires Konecta | Mergr M&A Deal Summary". mergr.com.
  4. ^ "MergerLinks - ICG completed its acquisition of Grupo Konectanet from Santander and PAI Partners for $799m". app.mergerlinks.com.
  5. ^ "Konecta merges with Comdata to create a BPO giant". Directors Club News. 12 April 2022. Retrieved 17 May 2025.
  6. ^ Bayón, Marimar Jiménez, Álvaro (6 April 2022). "Konecta se fusiona con Comdata y crean un gigante del 'call center'". Cinco Días (in Spanish).{{cite web}}: CS1 maint: multiple names: authors list (link)
  7. ^ Es, Eleconomista. "Konecta se fusiona con la italiana Comdata para crear el gigante europeo de 'call centers'". eleconomista.es.
  8. ^ "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.
  9. ^ Bravo, Pepe (13 February 2025). "Konecta logra 150 millones de JPMorgan e ICG para crecer en IA". EXPANSION (in Spanish).
  10. ^ "Konecta: 150M€ de financiación para su plan Katalyst 2028". emprendedores.es (in Spanish). 24 February 2025.
  11. ^ "Konecta secures 150 million euros in new funds to accelerate Katalyst Plan". EDATV News. 25 July 2024. Retrieved 17 May 2025.
  12. ^ "Konecta crece un 45% por la externalización de nuevos servicios". Cinco Días (in Spanish). 13 February 2004.
  13. ^ Gómez, Carlos (28 March 2004). "La irresistible ascensión de Konecta". El País (in Spanish).
  14. ^ "Konecta crece un 10% y crea 800 puestos de trabajo en 2012". Channel Partner (in Spanish). 26 March 2013.
  15. ^ "Konecta - Contact Center Hub". contactcenterhub.es (in Spanish). 1 June 2015.
  16. ^ "Grupo Konecta incrementa su presencia en América". EFE Comunica (in European Spanish). 9 August 2023.
  17. ^ "Konecta nombra a Nourdine Bihmane (ex de Atos) nuevo consejero delegado". Forbes España (in Spanish). 10 April 2024.
  18. ^ "Konecta ficha a Nourdine Bihmane (ex ATOS) como nuevo CEO". eleconomista.es.
  19. ^ 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.
  20. ^ DÍAS, CINCO (4 November 2024). "Google Cloud se alía con Konecta para innovar en experiencia del cliente potenciada por IA". Cinco Días (in Spanish).
  21. ^ Madrid, EXPANSIÓN (3 November 2024). "Konecta se alía con Google Cloud en inteligencia artificial". EXPANSION (in Spanish).
  22. ^ "Konecta y Google Cloud Forjan una Alianza Estratégica para Impulsar la Innovación en la Experiencia del Cliente Potenciada por IA". La Vanguardia (in Spanish). 4 November 2024.
  23. ^ "Quand un champion des centres d'appels défie les prévisions de mort du métier à cause de l'IA". Les Echos (in French). 21 January 2025.
  24. ^ "La US y la Fundación Konecta impulsan el empleo inclusivo de personas autistas | Vicerrectorado de Investigación". www.investigacion.us.es.
  25. ^ "La inclusión laboral de las personas migrantes es un factor determinante para lograr una sociedad cohesionada - Esade". Esade (in Spanish). Archived from the original on 26 February 2025. Retrieved 28 June 2025.
  26. ^ Torres, Agustín Martín (17 June 2025). "Konecta y su hoja de ruta hacia el Net Zero en 2040". aappmobility.com (in Spanish).
  27. ^ Alvarez, Juan (2 June 2025). "Konecta Foundation celebrated 20 years of social impact". Konecta Foundation.
  28. ^ 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 European Spanish).
  29. ^ 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.
  30. ^ 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 Spanish).
  31. ^ "Konecta, la más premiada en los CX Awards Colombia". revistaclevel.com (in Spanish). 11 August 2025.
  32. ^ "Colombia's BPO sector shines at 2025 CX Interaction Awards". outsourceaccelerator.com.
  33. ^ "Konecta | Great Place To Work® Peru". www.greatplacetowork.com.pe.
  34. ^ "Konecta Romania recognized as One of the Best Places to Work for 2024 #BestPlacesToWork". Media Outreach.
  35. ^ "Konecta acusa prácticas delictuales de trabajadores en huelga legal". Mega Noticias. 10 July 2012.
  36. ^ "CSI condena despido injustificado de cuatro empleados en Avilés". La Nueva España. 4 August 2022.