Operating in diverse markets such as Colombia, Peru, Argentina, and additional Latin American countries, DIRECTV manages a high-volume customer service ecosystem that spans technical support, billing queries, commercial campaigns, digital engagement, and retention services.
They needed to move from a large internal contact center model to a fully scalable, outsourced operation without any service disruption. The primary objectives were to unify dispersed operations, optimize cost structures by improving workforce planning, and modernize core platforms into a cohesive, data-driven operating environment supported by AI.
Konecta provided a solution built on operational agility and deep domain expertise, taking end-to-end ownership of DIRECTV’s contact center operations across the seven Latin American markets.
To modernize the technological foundation, Konecta supported the implementation of enterprise platforms like Oracle and Avaya, streamlined contact flows and redesigned customer journeys, by introducing agent augmentation (copilots) and virtual assistants (auto-pilot).
To further enhance operations, Konecta deployed AI-driven speech analytics and data insights to move the operation from manual quality assurance to a scalable, data-led quality model. These automated tools continuously analyzed call recordings and identified behavior patterns across diverse languages and cultural contexts. Combined with AI coaching, this provided agents with targeted guidance and feedback.
The transformation delivered measurable process improvements and tangible cost efficiencies through optimized workforce structures. Today, 100% of DIRECTV's inbound, outbound, digital, and social channels are externalized, with service levels completely maintained.
By embedding AI at scale within traditional contact center environments, DIRECTV achieved strengthened data accuracy and operational clarity. The AI-driven call listening and automated quality assurance established a continuous, self-learning loop that elevated customer experience quality. This intelligence integration resulted in faster response times, reduced average handle times, and more streamlined after-call work.
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