What Collab does

Collab (legal entity: COLLAB – Soluções Informáticas de Comunicação e Colaboração, S.A.) is a Portuguese-headquartered enterprise contact center software provider founded in 2002 and operating since from Lisbon under the ownership of Lumine Group. The company sells the OneContact Suite, anchored by OneContact CC (an omnichannel routing and interaction management platform) and OneContact Agent (a browser-based agent desktop), complemented by OneContact PBX, Flows no-code automation, CRM Connectors for Salesforce and Microsoft Dynamics, Data Studio, a Customer Interaction Hub, Speech Analytics & Quality Monitoring, Gamification, Workforce Optimization, and Agent Scripting. All components can be deployed in cloud, on-premises, or hybrid configurations, and the cloud-native CCaaS variant Nubitalk is hosted on Microsoft Azure public cloud with Azure providing the first security barrier.

The company's 2025 strategic emphasis is its AI Studio umbrella, which exposes Virtual Agents, Agent Assist, Intelligent Ticketing, and Speech Analytics on a multi-provider architecture built around five pillars (RAG, Tools & Integrations, Multi-Agent Delegation, Memory, and Planning & Compliance) and integrations with Anthropic Skills, Google Agent-to-Agent, Anthropic's Model Context Protocol, Dialogflow, and Microsoft Bot Framework. Collab monetizes through enterprise subscription and licensing for its OneContact Suite and AI Studio add-on modules, supplemented by professional services delivered through certified partners and direct enterprise engagements; pricing is quote-based and not publicly disclosed.

Collab goes to market through a channel-first model with 70+ system integrators, resellers, and BPOs across 40+ countries and explicitly no direct sales competing with partners. The customer base of 600+ spans telecom (Vodafone, SFR), insurance (Ageas, Grupo Sura, Seguros Sura Argentina), government (Gob Mendoza, La Poste, BH), healthcare (Medhelp), retail (Otto), and professional services (Aon, Edenred), with strategic delivery partners such as Cirion Technologies driving regional expansion into Latin America. The company employs 101-250 staff and supports 300+ certified consultants via its partner network; it is led by CEO José Luis, who has been with the company for over 20 years, with Founder Pedro Quintas on the Board and Carlos Pedro Vasconcelos as Executive VP of Global Marketing.

Name

Collab

Legal name

COLLAB – Soluções Informáticas de Comunicação e Colaboração, S.A.

Website

https://collab.com

Company type

Private

Founded year

2002

Operating status

Operating

Headcount range

101–250 employees

Short description

Collab is a Lisbon-based enterprise contact center software vendor (under Lumine Group) selling the OneContact Suite and AI Studio across omnichannel routing, speech analytics, and agentic AI to 600+ customers in 40+ countries via a channel-first partner model.

Ownership category

akta.pro rank

Product category

Cloud Contact Center Software (CCaaS)

NAICS

Software Publishers (513210), Software Publishers (5132), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518)

SIC

Services-Prepackaged Software (7372), Services-Telephone Interconnect Systems (7385), Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)

akta.pro secondary industries

Unified Communications & Contact Center for Workplace (UCaaS/VoIP, Meeting Rooms) (BPAEAIAE), UCaaS Platforms & Suites (HDAIAHAA), AI Integration & Orchestration Platforms (Connectors, Workflow, iPaaS for AI) (HDAEANAI), Business Messaging & Team Collaboration (HDAIAHAE), Video Conferencing & Meetings (HDAIAHAI)

Keywords

• Contact center software
• Cloud contact center
• Omnichannel customer experience
• AI virtual agents
• Workforce optimization

Headquarters

HQ city

Lisbon

HQ country

Portugal

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure

Revenue model

1. Software Licenses and Subscriptions: Collab generates revenue primarily through software licensing and subscription fees for its OneContact Suite products, including OneContact CC, OneContact PBX, and Nubitalk Cloud. Pricing is likely tiered based on agent count, features, and deployment type (cloud vs on-prem).
2. AI Studio Add-on Modules: Additional revenue stream from AI-powered modules including Virtual Agents, Agent Assist, Speech Analytics, and Intelligent Ticketing, which can be deployed independently or bundled.
3. Professional Services and Implementation: Revenue from implementation, training, and consulting services delivered through certified partners and direct engagement for enterprise deployments.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels8 records

Core offering

Collab develops and sells the OneContact Suite — a modular contact center platform that unifies voice, chat, WhatsApp, video, email, and social media interactions for enterprise customers, deployable in cloud, on-premises, or hybrid configurations. Its AI Studio umbrella adds Virtual Agents, Agent Assist, Speech Analytics, and Intelligent Ticketing on a multi-provider agentic AI architecture, with complementary modules for CRM integration, workforce optimization, gamification, and analytics.

Product overview

Collab offers the OneContact Suite, a modular contact center software platform that combines omnichannel contact center capabilities with AI-powered tools. The suite's core products are OneContact CC (the primary contact center platform managing omnichannel interactions across voice, chat, WhatsApp, video, email, and social) and OneContact Agent (the browser-based agent application). These are complemented by OneContact PBX (VoIP telephony), Flows (no-code automation), and CRM Connectors (integrations with Salesforce and Microsoft Dynamics). The Data & Analytics layer includes Data Studio (reporting dashboards), Customer Interaction Hub (centralized interaction data), and Speech Analytics & Quality Monitoring (AI-driven speech analysis). Agent productivity tools encompass Gamification, Workforce Optimization, Agent Scripting, and Agent Assist (real-time AI co-pilot). AI Studio serves as the umbrella AI platform containing Virtual Agents, Intelligent Ticketing, Speech Analytics, and Agent Assist, all built on a five-pillar native architecture (RAG, Tools & Integrations, Multi-Agent Delegation, Memory, and Planning & Compliance). Deployment options include cloud (via Nubitalk, hosted on Microsoft Azure), on-premises, or hybrid configurations. The platform is used by 600+ customers across 40+ countries.

Differentiator

Problem solved

Functional benefit

Brands

• Nubitalk: Contact Center as a Service (CCaaS) solution using OneContact CC core engine, hosted in Microsoft Azure public cloud.
• OneContact Suite
• AI Studio
• OneContact CC
• OneContact PBX
• OneContact Portal
• OneContact Agent

Products and services

• OneContact CC The core contact center platform that routes and manages omnichannel interactions across voice, chat, WhatsApp, video, email, and social media. Adapts to team workflows with full control over deployment, communication channels, and AI-driven outcomes. Available as cloud, on-premises, or hybrid deployment.
• Nubitalk Cloud A Contact Center as a Service (CCaaS) solution using the OneContact CC core engine, hosted entirely on Microsoft Azure public cloud and managed by Collab. All-in-one cloud-native contact center running voice, chat, WhatsApp, video, and email from a single browser-based platform without upfront investment.
• OneContact PBX A flexible VoIP platform for managing extensions across any office or location, accessible via browser, mobile app, or desk phone. Supports cloud, on-premises, or hybrid deployment with easy configuration and scalable telephony.
• AI Studio Collab's umbrella AI platform combining AI tools for contact centers, including Virtual Agents, Agent Assist, Speech Analytics, and Intelligent Ticketing. Built on a native architecture with five pillars (RAG, Tools & Integrations, Multi-Agent Delegation, Memory, and Planning & Compliance) and a multi-provider AI architecture with no single-vendor lock-in.
• Virtual Agents AI agents that handle customer conversations end-to-end across voice, chat, and video, connect to systems through APIs, resolve routine requests using live data, and escalate to humans with full context attached when needed.
• Agent Assist A real-time AI assistant for contact center agents that surfaces call summaries, suggested responses, and validation checks during live conversations. Reduces ramp time for new hires and lets experienced agents skip busywork; also supports real-time translation.
• Speech Analytics & Quality Monitoring AI-powered speech analytics and quality monitoring that processes voice interactions to surface customer sentiment, agent struggles, and operational insights. Supports Speech-to-Text, Sentiment Analysis, Key Phrase Extraction, and Summarization for coaching and quality management.
• Intelligent Ticketing AI-to-AI orchestration system with humans in the loop that reads customer messages, identifies intent, and connects to live data across systems. Simple requests get resolved automatically; complex ones are routed with full context, recommended actions, and relevant history attached.
• Customer Interaction Hub (CIH) Centralized customer interaction data hub that streamlines reporting and orchestration. Provides agents with a unified view of every customer interaction, tracking SLAs, tasks, and timelines to deliver smoother workflows, faster service, and complete visibility from first contact to resolution.
• Data Studio Custom dashboards and real-time reporting platform for building and sharing customizable reports and dashboards from Collab and external data sources, delivering operational, customer, and team-performance visibility.
• Flows No-code automation builder for systems and channels, enabling streamlined tasks like call routing, alerts, and CRM integration with drag-and-drop simplicity. Configures service flows, queue flows, and post-call flows.
• Workforce Optimization Workforce management suite that forecasts demand, creates efficient schedules, and maintains team performance. Offers forecasting, real-time monitoring, and self-service scheduling to meet SLAs and avoid overstaffing.
• OneContact Agent A next-generation browser-based agent application that requires no traditional installation, hardphone, softphone, or fat client plug-ins. Supports basic functions, multi-channel voice/email/chat/video/social, WebRTC softphone, video (VP8 + RED + RTX), pick-up and shelf, session controls, KPIs, and agent scripting.
• OneContact Portal A web-based management portal for supervisors and administrators to manage agents and teams, outbound campaigns, auto-attendants, distribution groups, routing scripts, business outcomes, reporting, and real-time monitoring.
• KYRA Knowledge Assistant KYRA (Knowledge Yielding Responsive AI) is an AI-powered knowledge assistant built into Collab's help desk system. Acts as an intelligent librarian that instantly surfaces relevant Collab documentation and guides users straight to source articles.

Quantifiable outcome

• Vodafone achieved and surpassed gamification POC goals leading to full rollout across Portugal contact centers
• +3 more outcomes

Named customers15 records

Segments5 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration7 records

AI capability13 records

Feature8 records

Partnerships

Four partnerships are on record, tiered core and minor.

• Cirion TechnologiescoreChannel Partner/ Reseller/ Distributor · 7 January 2026Cirion Technologies expanded its long-standing alliance with Collab by launching Nubitalk across Latin America. The partnership brings advanced CX capabilities including AI, sentiment analysis, and gamification to the region via public cloud hosted on Microsoft Azure. Quote from Alejandro Girardotti, Senior Director of Product, Innovation and Strategic Alliances: 'Our customers now have access to the most innovative and efficient solutions on the market.'
• iAgilityminorChannel Partner/ Reseller/ DistributoriAgility is Collab's French partner for joint presence at All4Customer Paris 2026, demonstrating collaborative go-to-market activities in the European market.
• Microsoft AzurecoreTechnology or IntegrationMicrosoft Azure is the infrastructure backbone for Collab's Nubitalk cloud-native CCaaS platform. Azure provides the first security barrier with the most comprehensive set of certifications and attestations. Nubitalk is hosted entirely on Microsoft Azure public cloud, with communications encrypted using secure protocols.
• Lumine GroupcoreStrategic or Co-development PartnerCollab is part of Lumine Group, a parent company providing global scale while Collab maintains its European engineering heritage. Lumine Group includes sister companies showcased together at events like MWC Barcelona (Hall 2, Stand 2G11) to highlight combined innovation and expertise.

Scale indicators5 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Talkdesk: Talkdesk provides cloud-native CCaaS with AI agents, workforce engagement, and industry-specific CX suites — competing head-to-head with Collab in cloud-first enterprise and mid-market deployments, particularly in EMEA and Latin America.
• Vonage (Contact Center): Vonage's contact center and unified communications portfolio offers cloud-based voice, omnichannel routing, and AI — a direct peer to Collab's UCaaS/CCaaS offering, especially for enterprises seeking cloud-native unified communication solutions.
• Content Guru: Content Guru provides enterprise CCaaS (storm) with omnichannel routing, AI, and cloud/on-prem flexibility — a closely comparable EMEA-headquartered CCaaS peer to Collab, with overlapping regulated-vertical and enterprise go-to-market.
• Five9: Five9 is a pure-play cloud CCaaS provider delivering voice, digital channels, and AI-powered automation — directly comparable to Collab's cloud-native Nubitalk offering and overlapping on enterprise and mid-market contact center customers.
• Genesys: Global CCaaS and customer experience platform leader offering cloud (Genesys Cloud CX) and on-prem contact center solutions with AI capabilities — the closest direct competitor to Collab's OneContact Suite across enterprise, omnichannel routing, and AI-assisted agent workflows.
• NICE (CXone): NICE CXone is a leading enterprise CCaaS suite offering omnichannel routing, workforce engagement, analytics, and AI — directly comparable to Collab's OneContact CC plus AI Studio and WFO modules for mid-to-large contact centers.
• 8x8: 8x8 combines UCaaS with CCaaS in a single cloud platform, overlapping with Collab's unified OneContact Suite + PBX + AI Studio model, and competing in the same enterprise and mid-market customer segments globally.

Emerging players

• 3CX: 3CX offers a software-based PBX and unified communications platform with contact center capabilities — comparable to Collab's OneContact PBX and omnichannel extension, particularly for SMB and mid-market customers seeking browser-based telephony.

Broad incumbents

• Cisco (Webex Contact Center): Cisco/Webex Contact Center is a broad incumbent offering enterprise CCaaS and UCaaS as part of a much wider collaboration portfolio — competing with Collab in enterprise voice and contact center deals, particularly where Cisco's network and collaboration footprint is entrenched.
• Avaya: Avaya provides enterprise contact center and unified communications solutions with hybrid and on-prem deployment options — directly comparable to Collab's flexible deployment model and a long-standing competitor in regulated and large enterprise CCaaS accounts.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks2 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/collab
• Xx.com/CollabPortugal

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Collab