Konecta earns ISG Star of Excellence™ 2025 for Operational Excellence and Innovation

Konecta has been recognized as ISG Star of Excellence™ 2025, a distinction awarded by ISG and grounded in direct client feedback, including insights from DIRECTV partner. The recognition highlights service providers that consistently deliver value, innovation, and operational excellence in complex, real-world environments.

For Konecta, this recognition reflects a proven ability to turn operational complexity into clarity and translate strategic ambition into measurable customer and business impact.

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Across Latin America, DIRECTV was navigating a period of profound transformation.

Its customer operations extended across multiple countries and a wide mix of voice, digital, social, and written channels, supporting hundreds of campaigns with different local realities and customer expectations. At the same time, the organization was evolving its structure and redefining how customer operations should support long-term growth.

In this context, DIRECTV began transitioning from a large internal contact center model to a fully externalized operation. The objective was not only to scale, but to modernize, unify fragmented processes, and strengthen resilience, all while maintaining service continuity and customer experience.

The focus throughout the transformation remained on impact: improving experience, optimizing efficiency, and building an operating model that could evolve with the business.
To deliver on that ambition, the work was structured around a set of clear, interconnected work streams. Each one addressed a specific dimension of impact, while reinforcing the others.

What follows is how those work streams came together in practice.

Customer Experience improvements started with simplification. Previously disconnected service channels were unified under a single, scalable CX operating model. By consolidating data, standardizing workflows, and aligning service logic across countries, DIRECTV gained more consistent customer journeys and faster resolution times across voice, digital, social, and written channels.

Efficiency gains were driven by making data actionable. Analytics were integrated into workforce planning, performance governance, and operational reviews, allowing teams to optimize capacity, reduce waste, and improve productivity without compromising service quality.

AI-powered speech analytics transformed quality management from a manual, sample-based process into a continuous, automated capability. This enabled more accurate monitoring, reduced handle times, streamlined after-call work, and supported targeted coaching across multiple languages and markets.

The same structure also supported resilience. When organizational and external disruptions emerged, the operating model allowed for a rapid shift to remote and hybrid work. Technical enablement and redesigned workflows ensured service continuity and operational stability during periods of uncertainty.

The transformation delivered tangible and sustained outcomes across experience, efficiency, and control:

• 100% of customer operations externalized, with KPIs and service levels maintained
• Cost optimization delivered through improved workforce planning and streamlined processes
• Customer experience strengthened, supported by faster response times and more consistent service quality
• Operational visibility enhanced, enabled by unified data and accurate reporting
• Resilience embedded across all markets and delivery models
• These results reflect long-term operational impact rather than short-term improvements. 

ISG’s assessment highlights the combination of capabilities that enabled this transformation.

Konecta brings operational agility, deep contact center expertise, and a technology-forward approach to help enterprises build a unified, scalable, and CX-driven customer operations model. 

The recognition points to Konecta’s ability to manage large, multi-country operations while embedding AI and analytics into everyday delivery, supported by transparent collaboration and strong cultural alignment with clients.

Customer operations are playing an increasingly central role in how enterprises differentiate, control costs, and respond to rising customer expectations. Organizations are looking for partners that can integrate AI responsibly, scale across markets, and bring clarity to complex operating environments.

This recognition confirms Konecta’s role as a partner capable of supporting that evolution with consistency, accountability, and a future-oriented mindset.

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