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Human connections are the most important element in this digitalized world in order to create brand experiences with users that guarantee their satisfaction, loyalty and growth. At Konecta, as strategic allies of Telefónica, we have a great specialized team to connect with their customers through high-value experiences in 7 countries in the Americas.
Our Talento K is exponentially growing for Telefónica: We are over 18,000 professionals managing the interactions between the Telefónica brand and its users, in Spanish and Portuguese. Through our solutions, we provide the experience and connection at each stage of their customers' journey: sales, customer service, back office, retention, collections, social media management, user support, and high-value customer care, among others.
In addition, we support the expansion of their services through digital marketing, artificial intelligence, and data science, always staying one step ahead to prioritize their users as the central focus.
million users assisted through phone channels
million conversations on social media platforms FACEBOOK, WHATSAPP, TWITTER
clients managed through traditional and digital sales channels
Lautaro Pelizza, Director of Regional Accounts
BISMARK MARTÍNEZ , Manager of Mass Market Customer Service | Commercial and Customer Service Department
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Unifying tier 1 and tier 2 resolution for PFU
When PFU (EMEA) needed to deliver seamless technical support for its scanner equipment across 36 EMEA countries, they faced a complex logistical puzzle: how to provide high-quality, multilingual assistance without inflating costs in regions with lower call volumes.
Together with Konecta, PFU transformed this challenge into a highly efficient, centralized support hub in Portugal that unifies tier 1 and tier 2 resolution, ensuring every customer receives fast, expert assistance.
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Elevating DIRECTV’s multi-country support with GenAI and automation
Konecta transformed DIRECTV’s multi-country contact center operations across Latin America into a unified, AI-driven powerhouse. By integrating advanced GenAI tools, agent copilots, and automated analytics across seven countries, Konecta ensured seamless service continuity and an elevated customer experience.
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Scaling the Spanish customer experience for Netflix in the US & LATAM
In 2024, Konecta partnered with Netflix to deliver premium Spanish-language customer service across Latin America and the U.S. from its Lima, Peru facilities. This collaboration highlights Konecta’s expertise in Latin American customer support and alignment with Netflix’s culture and values.
Telecomunicações, Media & Tecnologia
Paris 2024: Transforming the digital experience with generative AI
Konecta developed a multilingual, multichannel digital platform leveraging generative AI to deliver a unique digital experience for the Paris 2024 Olympic and Paralympic Games.
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Telecomunicações, Media & Tecnologia | Customer Experience
Improving customer satisfaction through post-sales support
A multinational conglomerate, known globally for products ranging from engineering to consumer electronics, wanted to improve its after-sales service for customers in Latin America. Konecta provided the solution.
