Konecta Expands in Lisbon to Accelerate Artificial Intelligence Services

2026-11-11 companies

Lisbon, Wednesday, 11 November 2026.
Konecta is opening a new delivery center in Lisbon, driving a 55% workforce expansion to 2,000 employees by 2027 to scale multilingual artificial intelligence operations globally.

A Strategic Expansion into Lisbon’s AI Hub

Konecta, a Madrid-headquartered multinational specializing in customer experience (CX) and digital business services, has inaugurated a state-of-the-art Global Delivery Center (GDC) in Lisbon, Portugal, positioning itself at the forefront of artificial intelligence-driven customer solutions [1][10]. The facility, spanning 4,900 square meters on Avenida José Malhoa, is designed to accelerate enterprise AI adoption through scalable automated and multilingual support capabilities [1][10]. This expansion aligns with Lisbon’s emergence as a European nexus for technological innovation and specialized CX capabilities, offering clients an interactive environment for co-creating next-generation customer experiences while maintaining world-class standards [1][10][3].

Workforce Expansion and Strategic Workforce Planning

The Lisbon GDC represents a significant leap in Konecta’s operational capacity, with the company targeting a 55% increase in its local workforce—from approximately 1,300 employees to 2,000—by the end of 2027 [1][4][5][10]. This growth trajectory includes the recruitment of 700 new professionals throughout 2027, supported by an advanced training and certification infrastructure capable of scaling by 300 new agents in just two months [1][4][5][10]. Monica Todiros, Head of Service Delivery Excellence at Konecta, emphasized that Lisbon’s strategic advantages—including its EU membership, diverse multilingual talent pool, and robust technological ecosystem—were pivotal in selecting the city for this expansion [4][5].

Operational Capabilities and Industry Certifications

The new Lisbon facility is engineered to meet the demands of international corporate clients, offering 680 ergonomically designed workstations equipped with dual-screen high-spec PCs, collaborative spaces, and relaxation zones [1][10]. The center holds multiple industry certifications, including ISO 27001 (information security), ISO 22301 (business continuity), COPC (customer operations performance center), ISO 9001 (quality management), and ISO 18295 (customer contact centers), underscoring Konecta’s commitment to operational excellence and data security [1][10]. These certifications, combined with the expertise of site leaders with over seven years of business process outsourcing (BPO) experience, provide a foundation for delivering high-performance CX solutions [1][10].

Partnerships and Technological Innovation

Konecta’s Lisbon operations are built on a foundation of successful client partnerships, including a long-standing collaboration with Vorwerk since 2024, which earned the company the Customer Service Award: Phone Performance 2025/2026 for international service excellence in October 2026 [1][10]. Additionally, the Lisbon center supports centralized technical support for PFU Ricoh across 36 countries in 22 languages, further demonstrating its multilingual operational capabilities [3]. The facility also serves as a launchpad for Konecta’s proprietary AI platform, Kolibri, which combines pre-built use cases, enterprise governance, and open orchestration to deliver production-ready AI solutions in weeks [2][11]. This platform is designed to transform pilot projects into scalable, revenue-generating deployments, addressing the common industry challenge of “pilot purgatory” [2][11].

Future Outlook and Global Impact

Konecta’s Lisbon GDC is poised to play a critical role in the company’s global strategy, which includes serving over 500 clients across 28 countries while generating €2 billion in annual revenues [1][10]. The center’s focus on AI and digital transformation reflects broader industry trends, where enterprises increasingly prioritize multilingual AI-driven support to enhance customer engagement and operational efficiency [GPT]. Marco Aurelio Lopes, HR Director in Lisbon, highlighted the center’s role in building “future-ready talent” through certified development programs and professional excellence initiatives, ensuring that the workforce remains competitive in a rapidly evolving market [1][10].

Sources

Artificial intelligence Customer experience