Konecta, an Andalusian multinational company specialized in customer service, has signed an alliance with the Kraken platform to raise the level of customer service through the use of artificial intelligence. It was chosen by the British technology company … As one of the first members to join the BPO Partner Programa new way of working that completely changes the relationship with customers.
The technological leap consists of replacing the entire mosaic of separate billing and trial processes with an integrated operating system, driven by industrial-grade artificial intelligence that connects the entire interaction with energy service customers. That is, from managing smart meters to billing, sales and after-sales service.
The relationship between the two companies is not new, as Konecta has already managed operations for several Kraken clients in different countries. Where the two companies come together Global agent operating modela proven approach that replaces traditional, siled support models with trained, multi-skilled teams. In this way, customer satisfaction is increased at a lower cost.
In fact, in the last two years, the company headed by José María Pacheco has been able to successfully integrate Kraken’s global proxy model into its operations, adapting to a complex and large-scale ecosystem. In the future, the company aims to apply this model in all markets in which it operates together.
“By combining AI tools, agile operations and data-driven decision making, we are transforming the customer experience.”
Noureddine Biman
CEO of Connecta
The British platform currently serves more than 70 million customer accounts around the world. This new partnership with Konecta represents an important step in spreading its capabilities, especially in the public services space, where it has become a standard. Among its clients EDF Energy, Eon Next, Octupus Energy, Origin, Plenitude, National Grid, Tokyo Gas, Among others, though, it also serves private households and SMEs. This partnership will allow it to enhance the reach of the new program through the activity of the centers established by the Spanish company in Casablanca and Durban which are key to supporting the multi-lingual Kraken in Europe.
Noureddine Biman“, CEO of Konecta, believes that “at a time when public service companies are experiencing one of the most important transformations in their history, and with the support of Kraken, this agreement allows us to leverage our extensive experience in this sector. By combining AI-powered tools with agile processes and data-driven decision-making, we are setting a new standard in customer experience. “This aligns perfectly with Konecta’s Katalyst 2028 strategic plan for AI-powered customer experience and hybrid solutions that combine human expertise with AI innovation.
For his part, Anja Langer Jakin“We are very excited to launch the BPO Partner Program, a new chapter in our mission to deliver world-class customer experiences and accelerate the energy transition in utilities. Partners like Konecta will play a key role in helping us grow with excellence and impact,” insists Kraken’s Director of Experience and CEO of Kraken.
Konecta was recently recognized for the sixth consecutive year as a leader in its category for the EMEA region, a large region of the world known as EMEA. This rating is based on Everest Group’s PEAK Matrix 2025 assessment.
Everest Group’s PEAK Matrix Customer Service Assessment is recognized globally for evaluating service providers based on their impact on the industry and their ability to deliver services. In the 2025 assessment, Everest Group analyzed 35 companies and It highlighted Connecta as one of the five leading companies in the EMEA market“To meet the diverse needs of customers across all regions, provide strong multilingual capabilities, improve the digital user experience through strategic investments in artificial intelligence and deliver scalable, innovative and seamless digital interactions,” according to the company.