Konecta celebrated as CX Leader in EMEA and Major Contender in Americas in latest Peak Matrix® Assessment

• For fifth year in a row Konecta rated as a top CX management provider by Everest Group
• One of only four companies to be rated as a Leader in key EMEA region
• Konecta’s robust delivery networks and partner ecosystem in EMEA and Americas also rated highly
• Analysts praise company’s approach to digital CX, including AI, GenAI and data analytics

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‍Madrid, October 29th, 2024 – Konecta, a global leader in customer experience and digital services, has again been confirmed as a major global provider of CX management services in the PEAK Matrix® Assessment 2024. For the fifth year running, Everest Group’s rigorous assessment of CX players confirms Konecta as a Leader in the EMEA region and a Major Contender in the Americas.

In the EMEA region, Konecta was one of only four companies to achieve Leader status out of almost 40 analysed.

The Peak Matrix® Assessment is based on CX management providers’ market impact, vision and capabilities – i.e. their ability to deliver services successfully. In both regions Konecta scored highly across all elements, as a result of its wide delivery network, robust in-house solutions and partnerships, multilingual capabilities, and approach to AI and digitalization. 

‍Nourdine Bihrane, Group CEO of Konecta, said: “We are delighted to be confirmed as a Leader in EMEA and a Major Contender in the Americas in the Everest Group’s PEAK® Matrix Assessment 2024. It recognises our ability to deliver the very highest standards of CX management for our clients – including in the key areas of digital CX and GenAI agent implementation. We will continue to use our strengths and talents to support and win clients and to build on our leading position across EMEA, the Americas and other key markets.”   

Commenting on Konecta’s achievements in both EMEA and the Americas, David Rickard, Partner at Everest Group, said: “Konecta has a strong presence in Latin America, serving clients across Mexico, Brazil, Argentina, Chile, Colombia, and Peru. In the EMEA region, it has a significant presence in France, Spain, and Italy. The company boasts a robust delivery network across onshore locations in Belgium, France, Spain, the UK, and Italy, as well as nearshore destinations like the Czech Republic, Madagascar, Romania, Turkey, Brazil, and Colombia.

Furthermore, Konecta has built a robust partner ecosystem with leading technology vendors and has enhanced its digital customer experience (CX) capabilities by leveraging the expertise of over 700 specialists across various aspects of digital CX, including AI, generative AI, data and analytics.

These factors, among others, have contributed to Konecta's recognition as a Major Contender in the Americas and a Leader in the EMEA region in Everest Group's Customer Experience Management (CXM) PEAK Matrix® Assessment 2024.”

To find out more about the PEAK Matrix® Assessment 2024 and how Konecta performed in key regions, download the EMEA and Americas reports.

‍About Konecta

‍Konecta is a leading innovative global service provider in customer management business process outsourcing, with 130,000 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 approximately €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

‍Contacts

Rina Porta Salvago

Head of Corporate Communications

Mob. +39 342 7601800

Email. rina.porta@konecta-group.com