Inside Kraken’s global CX blueprint: Why Konecta is now core to utility transformation

Kraken, the British energy technology company behind the utility-grade operating system used by major global utilities, has officially inducted Konecta into its newly launched Business Process Outsourcing Partner Program. The move signals Kraken’s intent to scale its customer experience capabilities across multiple continents through partnerships with seasoned CX operators who understand both legacy utility workflows and modern digital service expectations. Madrid-headquartered Konecta, a €2 billion revenue leader in multilingual customer operations, was selected based on its successful delivery of Kraken-aligned services over the past two years.

Kraken, which supports more than 70 million customer accounts globally through its AI-driven energy platform, is positioning its BPO partner program as a critical pillar in helping utilities migrate from fragmented billing and customer service infrastructures to seamless, AI-orchestrated experiences. By partnering with Konecta, Kraken expects to extend its Universal Agent model more widely, enabling clients to reduce support silos and deliver consistent, scalable outcomes across energy markets in Europe, Asia, and beyond.

Why is Kraken integrating Konecta to drive enterprise-wide CX for utility clients?

The decision to bring Konecta into its Business Process Outsourcing Partner Program is rooted in Kraken’s long-term strategy to support utilities through their digital transformation journeys. Utilities have historically operated with siloed IT systems, legacy billing platforms, and disjointed customer support operations. Kraken offers a unified, AI-powered operating system that connects meter data, billing, customer support, sales, and energy insights into a single platform. To ensure this end-to-end service environment performs at scale, Kraken is building a curated ecosystem of BPO partners who are not just call center vendors, but strategic enablers.

Konecta fits this model. With over 120,000 employees operating in 30 languages across 26 countries, Konecta has developed large-scale CX infrastructure that supports telecom, financial services, mobility, e-commerce, and critically, energy. The firm already derives 12 percent of its revenue from utilities and operates major delivery hubs in Casablanca, Morocco and Durban, South Africa. These sites have already been serving Kraken clients across Europe with high-quality, multilingual customer support.

In integrating Kraken’s Universal Agent model into its operational workflow, Konecta has moved beyond traditional tiered support models. The Universal Agent framework equips front-line staff to resolve a wide range of customer queries — from smart meter issues and account disputes to billing changes and product enrollment — without hand-offs between departments. Analysts believe this dramatically reduces churn, wait times, and overhead costs.

How does Kraken’s BPO Partner Program enable global scalability for energy platforms?

Kraken’s BPO Partner Program was launched to formalize a scalable delivery backbone for its rapidly expanding energy client base. The platform is currently contracted to support more than 70 million customer accounts, and with new clients in Japan, Italy, the UK, and Australia, Kraken needed a CX model that could be deployed across regulatory environments, languages, and service levels.

The program evaluates partners on their operational maturity, alignment with Kraken’s Universal Agent model, digital readiness, and the ability to meet tight service-level agreements while driving customer satisfaction. Konecta’s record with existing Kraken clients, particularly in complex European markets, demonstrated not only functional delivery but also cultural alignment with Kraken’s ethos of combining AI efficiency with human empathy.

According to industry insiders familiar with Kraken’s rollout model, the company has prioritized partner selection in regions where utilities are digitizing at pace but lack internal service operations capable of absorbing next-gen platforms. Konecta’s cross-continental footprint, local language depth, and multi-vertical experience make it a strong contender for absorbing customer operations during large-scale Kraken deployments.

Why is customer experience becoming central to utility digital transformation strategies?

As energy markets liberalize and climate policies force rapid shifts in power generation, grid management, and billing complexity, customer experience has emerged as a key differentiator for utilities. Customers now expect the same digital fluency from their electricity or gas provider as they do from a bank or online retailer. This includes real-time billing updates, transparent pricing models, flexible payment plans, and fast support on new energy services like solar integration or EV charging.

Kraken has tailored its platform to support these new consumer expectations. Its AI-powered system integrates smart meter data, energy usage patterns, billing logic, and outage analytics into one environment. By enabling real-time decision support and automating service flows, utilities can cut costs, improve regulatory compliance, and boost net promoter scores.

However, the platform alone cannot deliver these outcomes without frontline support partners capable of executing the customer-facing component of that promise. Konecta’s hybrid model — blending human expertise with automation tools — is seen as a critical force multiplier in helping utilities adopt Kraken without compromising on service continuity or quality.

What is the long-term strategic vision behind the Kraken–Konecta partnership?

The partnership between Kraken and Konecta reflects a shift from traditional outsourcing models toward deeper operational integration. This is not a cost-arbitrage-driven call center deal. Rather, it is a multi-country, multi-skill, AI-aligned operational alliance aimed at accelerating the energy transition through scalable digital CX infrastructure.

For Kraken, the vision is to create a network of partners that can absorb new utilities onto its platform within weeks, not months. That requires frontline teams trained in the Universal Agent model, familiar with smart grid workflows, and comfortable using AI-based CRM systems. Konecta has already demonstrated these capabilities, and with the formal program recognition, it will now co-invest in building delivery capacity in markets Kraken is targeting next.

For Konecta, the partnership enables direct alignment with one of the most innovative enterprise software platforms in the global utilities sector. CEO Nourdine Bihmane stated that this engagement fits into the company’s broader Katalyst 2028 plan, which centers on building AI-powered customer experience platforms that fuse technology and human insight.

How are analysts interpreting the implications for the broader CX and utilities sectors?

The announcement is being closely watched by analysts across both the customer experience outsourcing and utilities digitization sectors. Kraken’s platform is considered one of the few that can unify legacy meter infrastructure, customer data, and AI automation at scale without requiring utilities to overhaul their backend systems completely.

With competition heating up among utility SaaS providers, the BPO partner program serves a dual purpose — expanding delivery capability and locking in ecosystem loyalty. Institutional investors have also shown increasing interest in Kraken’s enterprise deployments, particularly after the company signed multi-year contracts with firms such as EDF Energy, E.ON Next, and Tokyo Gas.

The addition of Konecta to the trusted partner roster signals Kraken’s seriousness about CX delivery at a global level. It also reinforces the value of hybrid delivery models, where AI tools and multilingual support teams operate in tandem to achieve energy service transformation.

What are the key takeaways from Kraken’s selection of Konecta?

• Kraken has chosen Konecta to join its newly launched Business Process Outsourcing Partner Program, signaling deeper operational integration.

• The partnership supports Kraken’s goal of delivering AI-driven utility customer experience at scale across global markets.

• Konecta already handles operations for multiple Kraken clients, particularly in European markets via Casablanca and Durban.

• The Universal Agent model, which Konecta has implemented, eliminates support silos and improves customer satisfaction.

• Kraken’s platform supports over 70 million energy accounts worldwide, making delivery partners crucial for onboarding new clients efficiently.

• The deal aligns with Konecta’s Katalyst 2028 strategy focused on AI-powered, hybrid CX delivery.

• Analysts believe this sets a precedent for energy platforms that want to unify operations, automation, and support through a single ecosystem.