Alliance will combine local expertise and global innovation to deliver advanced GenAI-driven customer experience solutions through a hybrid onshore-offshore model.

Riyadh and Madrid, Monday, February 11, 2025 – Konecta, a leading global provider of customer management, business process, and digital outsourcing solutions, has announced a three-year strategic partnership with upsource by solutions (STC Group), Saudi Arabia’s premier business process outsourcing (BPO) provider. This collaboration aims to accelerate the adoption of GenAI-driven customer experience solutions across Saudi Arabia and the broader Gulf region. The agreement was signed at LEAP 2025.

Through this partnership, both companies will jointly pursue market opportunities, with upsource by solutions leading the engagement front through a committed investment of $120 million over three years, while Konecta provides dedicated pre-sales resources to support the initiative.

The alliance will focus on delivering GenAI-driven customer experience solutions tailored to both upsource by solutions’ internal requirements and the evolving needs of its clients. By adopting a hybrid onshore-offshore model, the partnership will ensure flexible, scalable, and high-impact solutions across the region.

“We are thrilled to partner with upsource by solutions to further our strategic expansion into the Middle East,” said Ahmad Elharany, General Manager Middle East & Africa Market at Konecta. “Saudi Arabia and the Gulf region are key markets for us, and by collaborating with a strong local player like upsource by solutions, we can offer innovative, GenAI-powered customer experience solutions that cater to the evolving needs of businesses in the region.”

Naif Al Mogbel, CEO of upsource by solutions, commented: “This partnership with Konecta is a major step forward in transforming the BPO landscape in Saudi Arabia and the wider Gulf region. By integrating advanced GenAI-driven solutions, we are not only enhancing customer experiences but also setting new benchmarks for operational efficiency and digital innovation. Our investment reflects our commitment to empowering businesses with intelligent, scalable, and future-ready solutions that drive long-term success.”

The agreement underscores Konecta’s strategic focus on expanding its presence in the Middle East, building on recent milestones, such as the launch of its regional headquarters in New Cairo, Egypt.

About Konecta

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies. Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

To know more about Konecta (www.konecta.com)

About upsource by solutions

upsource by solutions is Saudi Arabia’s premier business process outsourcing (BPO) provider. Founded to blend local expertise with global standards, upsource by Solutions operates over 100+ clients across diverse industries, supported by 9,000+ employees. As the first and COPC (OSP)-certified BPO in the Kingdom, Upsource by Solutions delivers cutting-edge services through strategic delivery centers in Riyadh, Jeddah, Qassim and Madinah.

upsource by Solutions mission centers on driving digital transformation with innovative technologies, ensuring exceptional service while fostering a fair and inclusive workplace. Recognized for industry leadership, Upsource by Solutions has earned multiple awards for operational excellence and employee-centric practices.