Birchy
Outsourcing & BPO
Research
Konecta — data sheet
- Headquarters
- Spain — Madrid; merged with Comdata (Milan, 1987) in 2022
- Operating since
- 1999
- Score
- 68.2 of 100 · rank #6 of 8 · tied with Transcom and Conectys
- Tier
- Strong Performer
- Delivery Proof (of 45)
- 27.8
- Capability Fit (of 55)
- 40.4
Evidence on file
Each line is a datapoint with its grade. Grades are the ones the anchors act on: a sub-criterion scored 5 requires at least one E1 or E2 source, and evidence that is entirely E3 caps the sub-criterion at 3.
- Madrid HQ, founded 1999; merged with Comdata (Milan, 1987) in 2022; owners ICG + PAI Partners E2
- Headcount conflict across own materials: 130,000 / 30 languages / 24–26 countries (older boilerplate, still live on LinkedIn) vs 109,000 / 40+ languages / 28 countries / 180+ sites (current site + 2026 press). Lowest-corroborated rule: use the current official set, log the conflict E2
- Revenue ~€2B (company + Everest/NelsonHall merger analyses) E2
- Everest Group CXM Services PEAK Matrix EMEA: Leader, six consecutive years; one of five Leaders among 35 providers assessed (2025). Plus NelsonHall and Everest merger analyses; sixth-largest CXM by revenue at merger E1
- Per-country language coverage published on the locations pages: France hub covers 19 European languages; Portugal hub 10 — a verifiable page E2
- 2026: Cairo regional HQ + first GenAI centre of excellence, $100M plan, 800 staff serving AR/EN/FR/DE/IT/ES/NL (gov + press) E2
- 500+ clients, banking/telco/utilities/retail concentration E3
- Review platforms: no meaningful Clutch/G2 footprint — confirmed absence E2
- Glassdoor 3.1 across 47 reviews, 46% recommend; pulled 23 Aug 2026, screenshot on file. Lands in the 3.0–3.4 anchor band, so A4.1 scores 1 E2
Criterion scores
Sub-criterion anchor scores in criterion order, with the weighted criterion total computed from them. Multiply each anchor by its sub-criterion weight over five and sum: that is the whole arithmetic, and it is why this total can be checked without taking anyone's word.
| Code | Criterion | Sub-criterion anchors | Weighted | Max | Note |
|---|---|---|---|---|---|
| A1 | Independent client evidence | 3 / 3 / 1 | 6.8 | 14 | Analyst equivalence applied and confirmed: Everest Group CXM Services PEAK Matrix EMEA, Leader for six consecutive years, one of five Leaders among 35 providers assessed in 2025 E1. The rule is fully grounded here, not inferred from commentary. |
| A2 | Market presence & tenure | 5 / 5 / 5 | 8 | 8 | |
| A3 | Certifications & compliance | 3 / 3 / 1 | 6.4 | 12 | No trust page found. Certificates need a dedicated crawl of the legal/compliance pages. |
| A4 | Delivery stability | 1 / 5 | 3.6 | 6 | 47 reviews for a ~120,000-employee group is a thin, likely HQ-skewed sample; the anchor’s 25-review confidence floor is met and the anchor is applied as written, with sample size stated. |
| A5 | Transparency & verifiability | 3 / 3 | 3 | 5 | Live conflicting boilerplate is a real transparency cost. |
| B1 | Service scope & channels | 5 / 4 / 5 | 7.4 | 8 | |
| B2 | Language & geographic reach | 4 / 5 / 5 | 9.2 | 10 | |
| B3 | Quality management system | 3 / 3 / 4 | 6.6 | 10 | |
| B4 | Security & data protection operations | 3 / 3 / 4 | 5.4 | 8 | |
| B5 | Flexibility & commercial model | 1 / 3 / 1 | 2.2 | 7 | |
| B6 | Technology & AI operations | 4 / 3 / 4 | 5 | 7 | |
| B7 | Vertical expertise | 5 / 4 | 4.6 | 5 |
Axis A subtotal 27.8 of 45 · Axis B subtotal 40.4 of 55 · total 68.2 of 100. Each weighted figure is (anchor score ÷ 5) × sub-criterion weight, summed — the rule printed in the appendix.
Flags and open questions
- Analyst-equivalence question settled: Everest CXM PEAK Matrix EMEA names Konecta as a Leader, six consecutive years. A2.3 holds at 5 and A1 equivalence is grounded.
- Certificates and trust page need a dedicated crawl of the legal/compliance pages.
- Largest remaining evidence gap: Employee-side signal (Glassdoor 3.1) and the absence of any independent client-review record
Challenge this sheet
Every line above is meant to be checkable. If a datapoint is wrong, out of date, or missing a certificate identifier we could not find, the corrections process is open: submit the evidence and the score is re-derived through the anchors. Facts are correctable; scores follow facts. Accepted corrections are logged in the changelog.