Konecta accelerates outsourcing services efficiency with Salesforce Data 360 and Agentforce

Madrid, May 12, 2026 – Konecta, a global provider of customer experience (CX) and digital services, and Salesforce (NYSE: CRM), the #1 AI CRM, announced today a collaboration agreement whereby Konecta will act as a service provider, offering companies its business process management services powered by Salesforce technology. 

This collaboration will help both companies capitalize on this opportunity, which is reinforced by the positive impact on productivity of agentic AI. For Konecta, the agreement will help improve the ROI of managed services by automating a large part of the processes with the help of Salesforce AI.

Both organizations have established a collaboration with active projects in the Banking and Financial Services, Retail, and Energy sectors. Konecta will support the full life cycle - from data consulting and architecture to multi-agent management - helping organizations maximize their existing Salesforce investments while scaling AI use cases in complex environments.

The BPO (Business Process Outsourcing) industry is rapidly shifting toward digital labor, aiming to maximize efficiency as autonomous agents collaborate with humans. In this context, the implementation and orchestration of AI agents is a priority, as well as ensuring that these agents have the appropriate knowledge and context to perform their functions.

To meet these objectives, Konecta will use Salesforce Data 360 and Agentforce to connect customer data - frequently scattered across different systems - with business operations. By integrating these technologies into its Agentic Open Platform, Konecta will enable companies to deploy and manage a diverse workforce of AI agents deeply integrated into the customer context with a Multi-Agent Orchestration approach.

The collaboration agreement thus addresses the problem of data silos, which limit AI's effectiveness, and facilitates unifying different CRM and CX operations. The collaboration focuses on three key areas: 

• Data fluidity: use of Data 360 to unify data and context, allowing AI agents to resolve problems without human intervention and reducing response latency. 
• Agentic orchestration: Konecta will manage a multi-agent ecosystem with Agentforce, ensuring that the right digital worker is assigned to the right task. 
• Operational scale: the goal is to improve the First Contact Resolution (FCR) rate by 30% and reduce service costs by migrating repetitive back-office tasks to autonomous digital agents. 

"Agentic AI is transforming the BPO industry. Through our Katalyst 2028 strategy, Konecta goes beyond traditional outsourcing to orchestrate a hybrid human-digital workforce," said Adil Tahiri, CTO of Konecta. "Our agreement with Salesforce is fundamental. By combining Data Cloud with Agentforce and our operational experience, we are building a multi-agent ecosystem that converts customer data into measurable results on a global scale." 

"We are in the era of the Agentic Enterprise, and the agreement with Konecta will serve to drive this new model of business management,” noted Marco Hernansanz, EVP and CEO of Salesforce for Southern Europe, Middle East, and Africa. "By integrating Agentforce and Data Cloud into Konecta's global service model, we are helping companies unify their customer data and deploy autonomous agents that can reason and solve problems. Together, we are defining the future of digital work."