How Konecta & Google Cloud are Using AI for CX Services

The evolution of AI has led to a surge in strategic partnerships between established service providers and technology giants, as organisations strive to leverage solutions to meet evolving customer demands.

Businesses across the world are not only seeking innovative ways to utilise AI to enhance customer experience (CX) and streamline operations, but simultaneously are facing the challenge of staying competitive within their respective markets. 

The recent announcement of a three-year strategic partnership between Konecta, a global leader in customer experience and digital services and Google Cloud, represents a significant development in this context.

The collaboration aims to strengthen Konecta's position in delivering innovative customer experience solutions powered by AI, automation and cloud technologies.

Enhancing customer experience through AI and cloud integration

The partnership will see Konecta transition its 100,000-person workforce to Google Workspace, a move designed to enhance collaboration and productivity across its global teams.

This transition is expected to have a substantial impact on Konecta's operational efficiency and its ability to serve clients more effectively.

As a certified Google Cloud partner, Konecta will deploy Google Cloud's Customer Engagement Suite to its own clients, aiming to enhance their customer service operations.

This suite of tools is designed to help businesses manage customer interactions across multiple channels, providing a more seamless and personalised experience for end-users.

According to Konecta, up to 500 of its engineers will be certified in Google Cloud technologies.

The initiative is expected to drive the development and implementation of next-generation AI solutions for clients, ensuring that Konecta remains at the forefront of technological innovation in the CX industry.

Ultimately, by integrating Google Cloud's AI capabilities into its offerings, Konecta plans to enhance its CX services.

This integration is intended to help businesses automate customer interactions, build and deploy AI agents using Vertex AI (Google Cloud's machine learning platform) and deliver more personalised experiences.

Nourdine Bihmane, Chief Executive Officer of Konecta, emphasises the importance of this partnership: "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 with the tools and knowledge to deliver more personalised, efficient and intelligent customer service operations."

Konecta & Google Cloud innovating in customer service technology

The partnership is set to accelerate the growth of Konecta's AI-powered Digital Business Unit, which focuses on delivering advanced CX and Contact Center as a Service (CCaaS) solutions.

This unit is expected to play a crucial role in developing and implementing innovative customer service technologies that leverage the power of AI and cloud computing.

Konecta and Google Cloud also plan to collaborate on go-to-market initiatives to introduce AI-driven services aimed at improving customer satisfaction, automating routine tasks and enhancing operational efficiency.

These initiatives could potentially reshape the landscape of customer service technology, offering businesses new ways to engage with their customers and streamline their operations.

The integration of AI and CCaaS technologies into Konecta's CX offerings is additionally expected to enable businesses to leverage automated customer service solutions, AI agents and personalised communication platforms.

Furthermore, the certification of up to 500 Konecta engineers in Google Cloud technologies is intended to bring a new level of technical expertise to the company's clients, ensuring seamless implementation of AI and CCaaS solutions.

Over the next three years, Konecta plans to migrate its internal communications environment from 30,000 employees today to more than 100,000 in the future using Google Workspace.

This transformation is expected to enhance collaboration, security and productivity across global teams, enabling Konecta's workforce to deliver faster, more agile responses to customer needs.

The scale of this migration highlights the significance of the partnership and its potential impact on Konecta's operations.

Tara Brady, President of Google Cloud EMEA, comments on the partnership: "Consumers today demand faster, more informed and more tailored interactions with the brands they trust.

“Our strategic alliance with Konecta will empower its clients to provide superior customer service experiences and expedite their digital transformation."

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