What Cuuma does

Cuuma Communications Oy is a Helsinki-based, privately held Finnish company founded in 2005 that provides a cloud-based omnichannel customer service platform combining software, AI capabilities, and licensed telecommunications operator services. The platform unifies phone, email, chat, SMS, social media monitoring, and web forms into a single agent workspace, anchored by a cloud PBX (Puhelinvaihde), a multi-channel ticketing system (Tiketöinti), a consolidated customer record (Asiakkuudenhallinta), reporting/analytics, time tracking, availability management, and customer satisfaction surveys. As a regulated telecom operator, Cuuma also provisions fixed, mobile, service, and international numbers, bundling telephony with its software under one contract.

The technology layer is browser-based (no on-premise installation), built on VoIP with deep pre-built integrations into Salesforce, HubSpot, Lime CRM, Microsoft Dynamics 365, Zendesk, Freshdesk, Efecte, Slack, Microsoft Exchange/Outlook, Google G Suite, and Power BI/BisLenz. In 2025–2026 Cuuma added an AI layer — Cuuma AI + Puhe — using Microsoft Azure Speech Services for transcription and Azure OpenAI (GPT-4) for summarization, keyword extraction, action items, response drafting, and sentiment analysis, with all processing kept in the EU for GDPR compliance. The company is also piloting real-time AI-driven speech automation for inbound calls.

Revenue is generated through recurring subscriptions (omnichannel package from €288/month), usage-based AI packages (€100–1,000/month plus €75–150/month API fees and €15/month per user), telecom subscriptions and number services, and professional services/implementation. Cuuma serves primarily Finnish medium-to-large enterprises — including Pentik, Verkkokauppa.com, Järvisydän, Musiikkitalo, Atex Software, Scandinavian Outdoor, Matkapojat, and Skanlog — and distributes through direct sales (with free customer-service mapping), a partner channel led by a dedicated Channel Sales Director, and self-serve modular selection. After 20+ years of operation and over €20M in cumulative product sales, the company entered 2026 with a new CEO (Teemu Sipilä, formerly board chair), a CTO-led product focus (Vadim Sherbakov), and an explicit AI-driven growth strategy.

Name

Cuuma

Legal name

Cuuma Communications Oy

Website

https://cuuma.com

Company type

Private

Founded year

2005

Operating status

Operating

Headcount range

11–50 employees

Short description

Cuuma Communications Oy is a Finnish cloud-based omnichannel customer service and licensed telecom operator serving 1,000+ enterprises with unified phone, email, chat, SMS, ticketing, and AI-powered speech analytics built on Microsoft Azure.

Ownership category

akta.pro rank

Product category

Customer Communication / Contact Center Software

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821), Custom Computer Programming Services (541511)

SIC

Services-Prepackaged Software (7372), Telephone Communications (No Radiotelephone) (4813)

akta.pro primary industry

Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK)

akta.pro secondary industries

Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF), Customer Service, Support & Contact Center CRM (HDAEAFAC), Voice Quality, Monitoring & Analytics (QoS/QoE, call recording, compliance) (HDAIAHAM), Collaboration & Unified Communications Management (UCaaS/VoIP) (BPAEABAK)

Keywords

• Cloud contact center
• Omnichannel customer service
• Speech analytics software
• Cloud PBX systems
• Customer experience platform

Headquarters

HQ city

Helsinki

HQ country

Finland

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. Omnichannel Customer Service Platform Subscription: Monthly/annual subscription for cloud-based customer service platform. Includes core features like call routing, ticketing, chat, SMS, and reporting. Pricing starts from €288/month for omnichannel solution.
2. AI Speech Services (Usage-based): Usage-based pricing for AI-powered speech-to-text and analysis services. Service packages from €100-1,000/month plus interface fees (€75-150/month) and per-user license (€15/month). Costs based on speech minutes and GPT token processing.
3. Phone Lines and Mobile Subscriptions: Telecommunications services including phone lines, mobile subscriptions, and service numbers (0600, 0700, etc.). Cuuma operates as both software company and telecommunications operator.
4. Professional Services & Implementation: Implementation support, customization, and consulting services for deployment. Customer references highlight 'käyttöönottoprojekti' (implementation project) and on-site support during deployment.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels7 records

Core offering

Cuuma provides a cloud-based omnichannel customer service platform that unifies phone, email, chat, SMS, social media, and web form communications into a single interface for Finnish businesses. The platform combines a modular suite including cloud PBX (Puhelinvaihde), ticketing (Tiketöinti), CRM (Asiakkuudenhallinta), AI-powered speech analytics (Cuuma AI + Puhe), reporting, SMS, live chat, and customer satisfaction surveys. As both a software vendor and licensed telecommunications operator, Cuuma also delivers phone lines, mobile subscriptions, and service numbers, offering customers a single provider for technology and connectivity.

Product overview

Cuuma is a Finnish omnichannel customer service platform provider founded in 2005 and headquartered in Helsinki. The core platform is Cuuma's Monikanavainen asiakaspalvelu (Omnichannel Customer Service Platform), which unifies phone, email, chat, SMS, social media, and web forms into a single interface. It is built as a modular system where individual products can be selected independently or combined into a full solution. The product portfolio includes: Puhelinvaihde (cloud phone system/PBX) as the routing backbone; Tiketöinti (ticketing system) for managing service requests across all channels; Asiakkuudenhallinta (customer management/CRM) for unified customer profiles; Cuuma AI + Puhe (AI speech analytics) for automatic call transcription and GPT-powered analysis; Cuuma AI CAI-Puhepalvelu (AI speech automation) for real-time call handling; Chat (live chat); Tekstiviestit (SMS messaging); Numerointi (service numbers); Tilatiedot (availability management); Raportointi (reporting & analytics); Työajanseuranta (time tracking); Some- ja mediaseuranta (social/media monitoring); and Tyytyväisyyskyselyt (customer satisfaction surveys). Cuuma also functions as a telecommunications operator, providing mobile subscriptions and phone services alongside its software platform.

Differentiator

Problem solved

Functional benefit

Products and services

• Puhelinvaihde (Cloud Phone System / PBX) Cloud-based intelligent PBX that routes, measures, records, and automates phone-based customer service workflows. Includes call queuing, service groups, call chains, IVR menus, call recording, time-based automatic announcements, and call reporting for Finnish businesses.
• Cuuma AI + Puhe (AI Speech Analytics) AI-powered speech analytics module that automatically transcribes customer service calls to text via Microsoft Azure Speech Services and analyzes them with Azure OpenAI (GPT-4) to produce summaries, keywords, action items, and response drafts. Supports Finnish, English, and Swedish, with GDPR-compliant EU-based processing.
• Cuuma AI CAI-Puhepalvelu (AI Speech Automation) AI-powered call automation service that uses speech-based AI to handle inbound customer calls in real time without human intervention, available as part of Cuuma's omnichannel platform.
• Numerointi (Service Numbers) Provisioning of corporate numbering and service numbers including Finnish fixed and mobile numbers (09-, 040-), business numbers (010-), service numbers (0600-), donation/entertainment/collection numbers (0700-), and international numbers worldwide.
• Tilatiedot (Availability Status) Employee availability management tool integrated with Microsoft Exchange and Google Calendar. Users set their availability (phone, in-office, remote) and callers receive automatic status updates, reducing unnecessary contacts and supporting dynamic staffing.
• Asiakkuudenhallinta (Customer Management / CRM) Customer relationship management module consolidating all channel conversations into a single customer profile (asiakaskortti). Displays real-time caller information, open tickets, pending callbacks, queue history, and chat interactions, with shared contact directory and lead management.
• Raportointi (Reporting & Analytics) Customer service performance measurement and analytics module. Collects data from calls, chats, internal tasks, and email tickets for customizable reporting, with KPI dashboards, response time tracking, and integration with BI tools including Power BI and BisLenz.
• Työajanseuranta (Time Tracking) Modern employee time tracking system accessible via mobile or desktop, with automatic overtime accumulation, SMS reminders, and direct export to payroll systems in Excel and CSV formats. Supports multiple TES employment contract classifications.
• Tiketöinti (Ticketing) Multi-channel service request management system consolidating phone, chat, email, and web form submissions into a unified ticketing workflow. Supports ticket transfer, prioritization, deadline management, automated acknowledgment messages, satisfaction surveys, and secure ticket handling (Turvatiketti).
• Chat (Live Chat) Branded live chat widget for websites enabling real-time customer communication. Customizable colors, greeting texts, placement, and timing, with out-of-hours redirect to contact forms and integration with ERP and e-commerce systems for visitor identification.
• Tekstiviestit (SMS) SMS messaging module for segmented marketing campaigns, transactional notifications, appointment reminders, and customer satisfaction surveys. Includes automated queue management SMS for customers who abandon call queues, with callback scheduling.
• Some- ja mediaseuranta (Social & Media Monitoring) Social and media monitoring tool that tracks brand, industry, competitor, and product discussions across social media, forums, YouTube, blogs, and public procurement channels. Sends automated alerts for mentions, enabling proactive customer service and real-time engagement.
• Tyytyväisyyskyselyt (Customer Satisfaction Surveys) Automated post-interaction customer satisfaction survey tool that triggers personalized SMS surveys after calls, with automatic inclusion of queue time, call duration, agent, and case type data. Configurable frequency limits and minimum call duration thresholds.
• Monikanavainen asiakaspalvelu (Omnichannel Customer Service Platform) Unified omnichannel customer service platform combining phone, email, chat, SMS, social media, and web forms into a single interface. Includes integrated ticketing, routing, reporting, and AI capabilities, available as modular packages or fully customized solutions.
• Puhelinasiakaspalvelu (Call Center Package) Full-service call center package providing inbound and outbound call handling capabilities as a managed or cloud-based solution for businesses that need phone-based customer service operations.
• Cuuma Tietosuojatyökalu (Data Privacy Tool) Data privacy compliance tool that helps companies comply with personal data processing principles including lawfulness, fairness, transparency, and purpose limitation. Ensures secure handling of personal data within customer service operations.

Quantifiable outcome

• Average call response time reduced to 28 seconds for Pentik
• +6 more outcomes

Named customers8 records

Segments5 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration15 records

AI capability9 records

Feature5 records

Partnerships

Six partnerships are on record, tiered core.

• BisLenz (Tridea)coreTechnology or Integration · 9 October 2025BisLenz data platform integrated into Cuuma services, providing real-time dashboards combining sales, marketing, and customer service metrics. Cuuma uses BisLenz in their own operations and now offers it to customers as part of service packages.
• Microsoft AzurecoreTechnology or Integration · 9 October 2025Technology infrastructure for AI services. Cuuma AI + Puhe uses Microsoft Azure Speech Services for speech-to-text and Azure OpenAI for AI analysis. All processing in EU region.
• SomiccoreStrategic or Co-development Partner · 1 March 2025Technology partnership combining multichannel customer service solutions. Joint go-to-market to offer flexible solutions that stand out in the market. Long-term partnership enables resource combination and innovative solution development.
• GiosgcoreStrategic or Co-development Partner · 16 September 2024Integration of Giosg's AI-powered customer experience platform into Cuuma's multichannel system. Partnership enables intelligent and real-time customer service, helping both companies stay competitive in rapidly changing markets.
• Microsoft Exchange / OutlookcoreTechnology or IntegrationCalendar and contact integration for presence management. Automatic status updates based on calendar entries and phone availability information.
• SalesforcecoreTechnology or IntegrationCRM integration for real-time customer data during interactions. Automatic data updates after conversations and call recording linking to Salesforce cases.

Scale indicators8 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• LeadDesk: LeadDesk is a Helsinki-based cloud contact center and customer service software vendor serving Nordic and European mid-market customers. It is the closest direct competitor to Cuuma's omnichannel CCaaS offering in Finland and the Nordics.
• Genesys: Genesys is a global CCaaS leader offering cloud customer experience and contact center platforms with omnichannel routing, AI, and workforce engagement. It directly competes with Cuuma's core omnichannel platform category.
• 8x8: 8x8 delivers cloud UCaaS and CCaaS solutions combining voice, video, chat, and contact center. It is closely comparable to Cuuma's bundled communications + customer service offering.
• NICE: NICE (NICE inContact) provides enterprise CCaaS and CXone cloud contact center solutions with omnichannel routing, AI, and analytics. It is a direct competitor in the cloud contact center category.
• Five9: Five9 is a leading cloud CCaaS provider offering inbound/outbound contact center, omnichannel routing, and AI-powered analytics. It competes directly with Cuuma's cloud-based contact center product line.
• RingCentral: RingCentral offers cloud UCaaS and CCaaS via RingCX, combining voice, messaging, and contact center capabilities. It is comparable to Cuuma's unified communications + customer service platform positioning.

Broad incumbents

• Salesforce Service Cloud: Salesforce Service Cloud is a global CRM-led customer service platform with omnichannel case management, AI (Einstein), and contact center capabilities. It is already integrated with Cuuma but competes at the high end of the Finnish enterprise market.
• Twilio: Twilio is a global cloud communications platform providing voice, messaging, and customer engagement APIs that power contact center and customer service applications. It is comparable to Cuuma on the underlying communications infrastructure layer.
• Zendesk: Zendesk is a global customer service and engagement platform with omnichannel ticketing, live chat, voice, and AI capabilities. It is already integrated with Cuuma (as a partner) but also competes as a broader customer service suite.

Regional players

• Sinch: Sinch is a Stockholm-based CPaaS and conversational AI provider serving global enterprise customers with messaging, voice, and customer engagement APIs. It is a Nordic-headquartered comparable to Cuuma's communications platform business.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/cuumacom
• LinkedInlinkedin.com/company/cuuma-communications-oy

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 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 Cuuma