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The digital transformation of the utilities sector requires partners capable of scaling exceptional customer experience alongside advanced technology platforms. Konecta, a global leader in Customer Experience transformation, has been selected as one of the initial partners for Kraken's newly launched Business Process Outsourcing Partner Program. This partnership aims to combine Konecta's operational scale with Kraken's AI-powered utility operating system to deliver seamless, efficient customer service for energy providers worldwide.
Konecta joins Kraken's newly launched Business Process Outsourcing Partner Program.
The partnership scales Kraken's "Universal Agent" customer service operating model.
Konecta will leverage Kraken's AI-powered platform for utility customer operations.
The alliance supports Kraken's global expansion, serving over 70 million customer accounts.
Konecta brings deep utilities industry expertise, representing 12% of its global revenue.
The goal is to elevate customer experience while reducing operational costs for utilities.
A core foundation of the partnership is the commitment to Kraken's Universal Agent operating model. This approach breaks down traditional support silos, creating multi-skilled agent teams that handle diverse customer inquiries, leading to higher satisfaction and lower costs. Over the past two years, Konecta has successfully integrated this model into its operations, demonstrating its ability to manage complex, utility-specific workflows at scale. This proven alignment ensures a consistent, high-quality customer experience as Kraken's platform expands into new markets.
The partnership is strategically focused on geographic and operational scalability. Konecta's delivery networks in locations like Casablanca and Durban provide multilingual, high-quality service support for Kraken's clients across Europe and other regions. With Kraken contracted to serve over 70 million customer accounts globally, Konecta's inclusion in the BPO Partner Program is a key step in expanding that reach efficiently. The collaboration enables utility clients to serve more customers faster without compromising on service quality, accelerating their digital transformation journeys.
This alliance represents a convergence of deep industry expertise and technological innovation. Konecta brings its extensive experience in the utilities sector and its strategic focus on AI-powered customer experience outlined in its Katalyst 2028 plan. Kraken contributes its proprietary, utility-grade AI operating system that integrates smart meter management, billing, sales, and support. Together, they aim to set a new benchmark for customer experience in the energy sector, leveraging AI tools, agile operations, and data-led decision-making to help utilities modernize and reduce costs.
The selection of Konecta for Kraken's partner program underscores a critical trend in the utility sector's evolution: the fusion of specialized BPO expertise with disruptive software platforms. This model moves beyond traditional outsourcing to create integrated ecosystems where technology and human operations are deeply aligned. For utilities navigating a complex transition, such partnerships offer a pathway to achieve scale, innovation, and superior customer satisfaction simultaneously, powered by a unified operational vision.
About Konecta
Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies. Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.
About Kraken
Kraken is the most-loved operating system for energy. Powered by Utility-Grade AI™ and deep industry expertise, we help utilities modernize operations, lower cost-to-serve, and accelerate the energy transition.
Trusted by leading energy companies like EDF Energy, E.ON Next, Octopus Energy, Origin, Plenitude, National Grid and Tokyo Gas, Kraken consistently delivers measurable results, including up to 40% greater efficiency and 3× improved customer satisfaction.
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