Telecoms
Driving faster Telecoms growth and transformation with outcome-based services
We enable Telecom operators to accelerate business with automation, intelligent customer support, and advanced service orchestration. We help you optimize operations, reduce costs, scale digital services, and delight your customers, unlocking new value beyond connectivity.
Key figures and trends in the telecom industry
+60
Telecoms clients across 14 countries
64%
of Telecoms executives are focused on scaling enterprise-wide AI (McKinsey)
75%
of customers increasingly want to interact with Telecoms providers across multiple digital and physical channels (McKinsey)
up to 15%
EBITDA uplift expected by 2027-2028 (McKinsey)
20 - 30%
potential OPEX reduction from cloud-native network transformation (McKinsey)
80%
of B2B customers expect Telecoms to deliver beyond connectivity (McKinsey)
Our AI-powered solutions for telecom industry
Billing management automation
A frictionless financial experience and fewer billing-related contact volumes, with AI assistance that simplifies billing, giving you instant clarity on invoices, supporting payments, detecting and resolving anomalies
Technical support and smart resolution
Technical support agents that automate first-level assistance by diagnosing connectivity issues, guiding customers through real-time troubleshooting, and seamlessly escalating to human agents or field teams when needed.
Digital appointment
Conversational agents for instant appointment scheduling, backed by an AI-engine for predictive workload analysis that optimizes field logistics in real time and reduces missed appointments.
Cross-industry AI accelerators
We provide reusable, cross-industry agentic AI accelerators that transform your operational and customer interaction processes. From back-office management to digital collections, we help you transition from fragmented tasks into intelligent, autonomous workflows.
Billing management automation
A frictionless financial experience and fewer billing-related contact volumes, with AI assistance that simplifies billing, giving you instant clarity on invoices, supporting payments, detecting and resolving anomalies
Technical support and smart resolution
Technical support agents that automate first-level assistance by diagnosing connectivity issues, guiding customers through real-time troubleshooting, and seamlessly escalating to human agents or field teams when needed.
Digital appointment
Conversational agents for instant appointment scheduling, backed by an AI-engine for predictive workload analysis that optimizes field logistics in real time and reduces missed appointments.
Cross-industry AI accelerators
We provide reusable, cross-industry agentic AI accelerators that transform your operational and customer interaction processes. From back-office management to digital collections, we help you transition from fragmented tasks into intelligent, autonomous workflows.
Success stories with Telecoms clients
Telecoms
Boosting Legálitas’ sales with GenAI copilot
Legálitas partnered with Konecta to integrate an outcome-based commercial model and deploy a GenAI copilot.
Telecoms | Customer Experience, Technical support
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.
Automotive, Mobility & Travel
Transforming Iberostar’s check-in experience with AI-powered room assignment
Konecta transformed Iberostar's check-in operations by deploying an AI-powered decision engine that automates room allocations, eliminating manual staff intervention and reducing average guest wait times by 65%.
Telecoms
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.
Automotive, Mobility & Travel | Customer Experience, Sales, Lead generation
Virtual car showroom solution boosts leads, conversions and sales for Hertz
When Hertz wanted to showcase its specialized PCO (Public Carriage Office) fleet to London’s minicab drivers and chauffeurs, they faced a geographical and logistical puzzle. Together with our partner Zuant, Konecta transformed this challenge into a digital-first success story with a virtual showroom to generate new leads and higher and quicker conversion rates.
Latest news and insights
Our awards and recognitions
Get more
global
Everest Group - CX Leader in EMEA in the peak Matrix® assessment 2024
global
Contact Center Hub - Best Telemarketing Provider Award for 2023
global
Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 - EMEA
global
Frost & Sullivan - Top provider of customer experience management for Europe in Frost & Sullivan’s influential 2024 Frost Radar™
global
Frost & Sullivan - Top provider of customer experience management for Latin America in Frost & Sullivan’s influential 2024 Frost Radar™
global
Frost & Sullivan - Company of the Year 2024 in Latin America
Questions and answers
How can AI improve Telecoms customer service?
AI shifts support from reactive service to proactive care. We use AI & Agentic AI to deliver hyper-personalized experiences, autonomously solve and predict issues, and empower agents with smart co-pilots for seamless journeys.
How can AI help Telecoms operators reduce operational costs?
AI drives major OPEX savings by automating routine back-office tasks and powering 24/7 self-service bots. We also use it to equip agents with real-time guidance, slashing handling times and cost per interaction.
How does AI support Telecoms network operations?
AI enables predictive care. We use it to optimize field technician dispatch, anticipate outages before they hit customers, and automate complex service provisioning.
What specific Telecoms processes can Konecta handle for us?
We orchestrate your entire customer lifecycle. From AI-driven sales and seamless onboarding to smart invoicing, predictive churn prevention, and empathetic debt collection, we manage it all.
Will Konecta's AI integrate easily with Telecoms legacy systems?
Yes, we design our digital ecosystem to connect seamlessly with your legacy setups and big data platforms. You can rely on a rapid, disruption-free transition so you start seeing value immediately.
Can AI actually help Telecom prevent customer churn?
Yes, we use predictive AI to spot at-risk behavior and analyze real-time sentiment. This enables us to proactively launch tailored retention offers and fix issues before your customer even thinks about leaving.
How can operators manage the shift toward multi-channel digital interactions?
To meet the 75% of customers demanding multi-channel support, Konecta integrates AI-driven smart resolution across all digital and physical touchpoints. Our platform ensures a consistent experience whether a customer is diagnosing a connection issue via a bot or scheduling a field visit, driving a projected 15% EBITDA uplift.
How does Konecta optimize telecom field operations and provisioning?
We utilize predictive AI engines and conversational agents to automate appointment scheduling and field logistics. By analyzing workloads in real-time, we reduce missed appointments and streamline provisioning workflows. This helps operators meet the 80% B2B customer demand for services that go beyond basic connectivity.
