Can Konecta help Kraken deliver next-gen CX for 70M utility customers?

Kraken Technologies has formally named Konecta as a foundational partner in its newly established Business Process Outsourcing Partner Program. The move strengthens Kraken’s ambition to scale artificial intelligence-driven customer operations for utilities across the globe, leveraging Konecta’s expansive multilingual delivery network and deep utilities expertise.

Konecta, a Spanish-headquartered global leader in customer experience transformation and digital outsourcing, was selected for its demonstrated capability in deploying Kraken’s Universal Agent model across energy markets. Kraken’s operating system is already active in major utility companies, including EDF Energy, Octopus Energy, and Tokyo Gas, managing over 70 million customer accounts.

The partnership is expected to enhance the operational flexibility and customer engagement capabilities of Kraken’s clients, enabling faster service scaling without compromising on service quality. With a joint focus on blending human expertise and artificial intelligence, the two companies aim to create a new global benchmark in utility customer experience.

Why is Konecta being positioned as a key delivery partner in Kraken’s BPO strategy?

Kraken Technologies has developed a comprehensive utility-grade platform that combines artificial intelligence, automation, and digital support capabilities under a unified operating system. As utilities seek to modernize their customer engagement models and move away from legacy infrastructure, Kraken’s platform provides a scalable and efficient alternative.

Konecta was selected as an initial partner in Kraken’s BPO Partner Program after successfully implementing the Universal Agent model across multiple client operations over the past two years. This model replaces siloed customer service functions with agile, multi-skilled agent teams capable of handling end-to-end customer journeys.

The selection process for Kraken’s BPO network emphasized partner readiness, delivery track record, and alignment with Kraken’s customer excellence goals. Konecta’s high-volume service hubs in Casablanca, Morocco, and Durban, South Africa, have already been delivering Kraken-powered operations for energy clients in Europe, establishing a proof of concept for larger-scale rollout.

How does the Universal Agent model differ from traditional customer service frameworks?

Unlike legacy support structures that separate billing, technical queries, and account management into distinct teams, the Universal Agent model empowers individual agents to handle a broad spectrum of tasks. This is supported by Kraken’s AI-powered decision support and unified customer data layers.

According to Kraken’s operational teams, this approach reduces handover delays, improves first-contact resolution rates, and enhances customer satisfaction. At the same time, it supports lower cost-to-serve by minimizing the overhead associated with segmented support workflows.

Konecta has embedded this approach within its customer experience delivery blueprint, training agents across multiple geographies to adapt to high-scale, high-complexity ecosystems typical of energy markets. The success of this deployment was a critical factor in Kraken’s decision to formalize the partnership.

What strategic advantages does Konecta bring to the Kraken platform ecosystem?

Konecta brings significant domain knowledge, global coverage, and vertical specialization in energy services. The company generates approximately 12 percent of its €2 billion global revenue from utility-focused customer experience contracts. Its teams operate in 30 languages across 26 countries and four continents, delivering services for over 500 enterprise clients.

This operational scope makes Konecta an ideal fit for Kraken’s global growth ambitions. Kraken’s platform currently supports accounts in North America, Europe, Asia, and Australia, and the company is actively seeking to expand into Latin America and the Middle East. With delivery centers already supporting Kraken clients, Konecta offers a rapid path to scale localized CX support in these regions.

Executives at Konecta said the partnership aligns with the group’s “Katalyst 2028” strategy, which focuses on blending artificial intelligence tools with agile service models to drive next-generation hybrid support solutions.

What outcomes do Kraken and Konecta aim to achieve through this partnership?

The partnership seeks to drive several key outcomes. First, it aims to accelerate the onboarding of new utility clients onto Kraken’s operating system by reducing the CX transition barrier through pre-trained, partner-delivered support capabilities. Second, it seeks to raise industry benchmarks in customer satisfaction by standardizing Kraken’s Universal Agent model across geographies.

Third, the collaboration will focus on co-developing new service offerings that fuse AI automation with human empathy. This includes the design of hybrid support architectures, real-time escalation models, and predictive analytics-powered customer journey mapping.

Kraken’s broader goal is to enable utilities to manage the entire customer lifecycle—from onboarding to service upgrades to issue resolution—within a unified, AI-augmented ecosystem. The partnership with Konecta is seen as a key enabler of that strategy, especially in markets where language diversity and regulatory nuances require localized operational knowledge.

How does this reflect broader trends in the transformation of utility customer experience?

As utilities undergo structural changes driven by decarbonization, decentralization, and digitalization, customer experience is no longer a peripheral function. Regulators and consumers alike now expect utilities to provide real-time updates, personalized services, and transparent billing mechanisms. This shift is pushing utilities to invest in cloud-native platforms, data integration tools, and AI-powered operations.

Kraken’s platform has emerged as a preferred choice for utilities seeking a full-stack transformation partner. The company positions itself not only as a software provider but as an enabler of operational excellence. Its Universal Agent model, combined with the BPO partner network, offers utilities an out-of-the-box path to modernize CX without undergoing years-long internal change management.

By embedding CX transformation directly into service delivery pipelines, Kraken and Konecta are shaping what analysts now refer to as “next-generation utility operations.” The model goes beyond digital front ends and targets the root of operational inefficiency—legacy workflows and fragmented systems.

What perspectives did company executives offer about the strategic alignment?

Nourdine Bihmane, Chief Executive Officer of Konecta, emphasized that the collaboration was well-aligned with the company’s vision for the future of customer experience. He stated that the utilities sector is undergoing one of the most significant transitions in its history, and Konecta is committed to leveraging data, artificial intelligence, and agile models to lead that change.

Anja Langer Jacquin, Executive General Manager and Head of Kraken Experience, announced the partnership at Konecta’s global summit in Madrid. She underscored the role of partners like Konecta in helping Kraken scale with excellence and impact, reinforcing that the BPO Partner Program is a pivotal pillar in Kraken’s long-term growth roadmap.

Both executives signaled that the partnership will evolve into deeper operational collaboration, including co-innovation on AI tools, joint delivery frameworks, and rapid-response onboarding models for utilities entering new markets.

What comes next for Kraken and Konecta as the partnership scales?

While the immediate focus is on scaling customer support across Kraken’s existing client base, both companies indicated that the partnership will extend into strategic co-development. This includes service blueprint design, training program localization, and the launch of new AI-assisted customer support pilots across emerging markets.

Kraken’s BPO Partner Program is also expected to onboard additional providers in the coming quarters, but Konecta’s early inclusion gives it a leading role in shaping program standards, delivery expectations, and certification frameworks.

With demand for digital-first utility operations growing globally, analysts expect this model to be replicated by other platform players. However, Kraken’s early move to codify a partner network and its emphasis on hybrid intelligence in CX gives it a potential first-mover advantage in what could become a multi-billion-euro transformation segment.

What are the key takeaways from this partnership between Kraken and Konecta?

• Kraken Technologies has named Konecta as a founding partner in its new Business Process Outsourcing Partner Program.

• The partnership aims to scale Kraken’s Universal Agent customer service model globally through Konecta’s multilingual delivery hubs.

• Konecta’s deep experience in utilities, particularly across Europe and Africa, makes it a strategic fit for Kraken’s CX expansion.

• Kraken’s platform already serves over 70 million customer accounts across energy markets.

• The alliance is expected to support utilities undergoing digital transformation and AI integration.

• Executives confirmed plans for deeper collaboration, hybrid AI-human service models, and co-development of future solutions.