Konecta Recognized as "Company of the Year 2024 in Latin America" by Frost & Sullivan thanks to its pioneering Customer Experience Outsourcing solutions

July 2024 - Konecta, a global leader in customer experience services and digital solutions, has been awarded the title of "Company of the Year 2024" in Latin America by the prestigious consulting firm Frost & Sullivan. Konecta’s revolutionary commitment to customers through highly advanced technology and innovative solutions, setting new standards in Customer Experience management, have been decisive factors in it gaining the award.

According to the latest analysis of the BPO Industry in Latin America by Frost & Sullivan, Konecta is the provider of the year in business process outsourcing services and customer relationship management, with disruptive technology that ensures operational excellence and effective results in brands' customer experience.

Today, Konecta is one of the leading providers in Latin America, with a presence in Argentina, Brazil, Colombia, Chile, Colombia, Guatemala, El Salvador, Mexico, Paraguay and Peru, as well as the United States.

This award confirms Konecta's excellence in terms of its growth strategy, high levels of innovation in its products and technology, and its leadership in creating customer value, as well as market penetration. To select the winning company, analysts compared market participants and measured performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the sector.  

Mariano Castaños, CEO of Konecta America, was interviewed by Sebastián Menutti, Industry Director at Frost & Sullivan, about the journey to this recognition and provides a vision on the path traced by Konecta as a leader in Customer Experience Management:
  

SM: What are the main reasons that make Konecta deserving of this recognition? 

MCZ: Konecta achieved outstanding scores in each of the categories evaluated by Frost & Sullivan in the field of customer experience outsourcing services: Innovation, visionary performance, response to customer needs, visionary scenarios through mega trends, implementation of best practices, leadership focus, financial performance, customer experience in its lifecycle, and brand capital. 

This result is largely due to the fact that at Konecta we have preserved the culture and vision of our founders, which places the customer and the consumer at the center of all our decisions. In line with this statement, we have carried out constant work in innovation and excellence management across all our geographies. In recent years, we have driven digital transformation, data lab services centered on innovation, and continuous process improvement. Using agile methodologies and keeping end users in mind, we are developing new and innovative solutions, supported by cutting-edge technological and security capabilities. 

As a result, we have significantly improved our digital and voice analytics functions, integrating new opportunities, for example, in the field of digital marketing. 

Speaking of Latin America, in 2022 we occupied one of the top leadership positions in the market and are among the top five providers in Chile, Colombia, and Mexico.. 

SM: How did you get here? Tell me a bit about your journey. 

MCZ: The first thing is to listen, understand, and learn from our clients. By understanding their business, their challenges, and working as a team, we have been able to address a very profound transformation of Konecta, moving from offering call center services to higher-value transformation solutions, intensive in technology, Generative Artificial Intelligence, and Robotics.ótica. 

We are taking full advantage of the opportunities that Artificial Intelligence gives us to streamline the customer journey, making it fast and easy for the end consumer and significantly reducing costs and human errors. To achieve this, we have invested many hours in trend research, conducting journeys with our clients to identify their needs, expectations, and what their users expect, generating interdisciplinary and intercultural teams; where the knowledge and experience of each geography have provided invaluable value in building our new digital solutions. 

No less important is the investment we have made in our human talent, ensuring the permanent management of development, well-being, and career programs; managing to build a community of highly motivated and empathetic agents. Today, all our operations in America have the Great Place to Work certification and other certifications such as Gold Seal Equipares, Carbon Footprint Reduction, and numerous awards that recognize our commitment to Labor Inclusion. 

SM: What can we expect to see from Konecta in the future? What are your next steps to enhance your growth and innovation? 

MCZ: The first thing is that every day you will see Konecta closer and more focused on its clients, delivering unique experiences to their consumers. 

Our purpose is to actively diversify our client portfolio, going beyond telecommunications, financial services, and insurance. We are ready to extend our solutions to new fast-growing sectors such as Fintech, Retail, and Digital Born; making the most of our vertical industry approach. 

Our expertise in design consulting is a differentiating value to face each potential market with specific knowledge and strategies, generating unique value propositions for each company we accompany. This model is a synergy of our commercial, operational, and development teams, who analyze each market and potential client to efficiently design and implement their solutions. 

On the other hand, we are expanding in the US market through organic growth based on nearshore; served from our bilingual platforms in Mexico, Colombia, and Peru. 

 
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Konecta delivers cutting-edge automation solutions, with Generative Artificial Intelligence; to manage service, sales, and collection interactions for over 500 clients in 26 countries; delivering impeccable service experiences, reducing costs, and minimizing human errors as much as possible. With its wide range of solutions supported by advanced technology, it guarantees high-quality service for its clients in multiple sectors, such as Finance, Telecommunications, Health, Insurance, and Transportation; achieving long-lasting and trusting relationships with them.