DialOk Communications Finland

What DialOk Communications Finland does

DialOk Communications Finland Oy is a Helsinki-area (Espoo-headquartered) outsourced customer service and multichannel contact center operator founded in 2001 and wholly owned by SFG Yhtiöt Oy, a Finnish privately-held communications group. The company delivers 24/7 inbound customer service, outsourced switchboard (PBX) management, outbound customer activation campaigns, and back-office support with optional customer experience measurement (NPS, CSAT, CES, Mystery Shopping) from three Finnish response centers in Turku, Kuhmo, and Espoo/Oulu, staffed by 110–170 customer service professionals serving over 600 enterprise, mid-market, and SMB customers across property management, automotive, retail, healthcare, and engineering sectors.

The service platform is cloud-based and built around native integrations with Microsoft Teams, Outlook, Google Calendar, MS Active Directory, Sympa, Fonecta Totaali, Microsoft Power BI for KPI reporting, and a deep Visma Tampuuri integration that lets agents log maintenance requests directly into the property management system. Proprietary components include the Diccas service information database, AI-powered call content analysis (beyond pre-defined cause codes), and AI speech recognition for switchboard contact lookup and multilingual support. DialOk holds the Avainlippu (Key Flag) certification and Kauppalehti Menestyjä / Kestomenestyjä financial performance certifications.

DialOk's revenue model combines per-call or per-minute usage charges with monthly management fees and one-time onboarding costs, billed monthly under open-ended contracts with customer-specific termination periods. Go-to-market is direct enterprise sales supported by two channel routes: the Visma Real Estate partner program (anchoring the property management vertical) and its sister company Line Carrier, which cross-references telecom customers. Pricing is not publicly disclosed; each engagement is a customized solution overseen by a dedicated Customer Success Manager.

Name

DialOk Communications Finland

Legal name

Oy DialOk Communications Finland

Website

https://dialok.fi

Company type

Private

Founded year

2001

Operating status

Operating

Headcount range

51–100 employees

Short description

DialOk Communications Finland is an Espoo-based outsourced customer service, switchboard, outbound, and back-office contact center operator serving 600+ Finnish enterprise and SMB customers in property management, automotive, retail, and healthcare from 24/7 response centers in Turku, Kuhmo, and Espoo.

Ownership category

akta.pro rank

Product category

Outsourced Contact Center Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Telephone Answering Services (561421)

SIC

Services-Management Services (8741)

akta.pro primary industry

Telesales & Inside Sales Outsourcing (B2B/B2C) (BPAAADAE)

akta.pro secondary industries

Customer Win-back & Reactivation Calling (BPAAADAL), Telemarketing & Telesales Services (Outbound/Inbound) (BPAFAKAC)

Keywords

• Outsourced customer service
• Contact center outsourcing
• Switchboard management services
• Outbound calling campaigns
• Back office support services

Headquarters

HQ city

Espoo

HQ country

Finland

HQ region

Europe

Offices3 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Outsourced Customer Service: Full or partial outsourcing of customer service operations, priced based on per-call or per-minute rates plus monthly management fees. Contracts are open-ended with case-specific termination periods.
2. Outsourced Switchboard (Vaihde) Services: Outgoing call routing and reception services billed on per-call or per-minute basis in addition to base and monthly fees.
3. Outbound Campaign Services: Customer activation and outbound calling campaigns, priced per campaign or per contact, with pricing calculators available on the website.
4. Back Office Services: Back office support services and customer experience measurement (NPS, CSAT, CES surveys, mystery shopping) bundled with core customer service or sold separately.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels8 records

Core offering

DialOk Communications Finland provides outsourced customer-service and switchboard (PBX) management to Finnish businesses, supported by proprietary AI call-analysis, speech-recognition, and the Diccas service-information database. The company also offers outbound calling campaigns, back-office support, customer-experience measurement (NPS, CSAT, CES, mystery shopping), and overflow/after-hours call routing, delivered through a 24/7 multilingual Finnish, Swedish, and English team.

Product overview

DialOk Communications Finland offers a unified outsourced customer service platform with four core service modules: Ulkoistettu asiakaspalvelu (inbound customer service), Ulkoistettu vaihteenhoito (switchboard management), Outbound soittokampanjat (proactive outbound campaigns), and Back Office services. These are complemented by add-on modules including customer experience measurement tools (NPS, CSAT, CES, Mystery Shopping) and overflow handling for extended service hours. The platform integrates natively with Visma Tampuuri for property management and offers a proprietary Diccas service database for contact management. Services operate 24/7 from response centers in Turku, Kuhmo, and Espoo, supporting Finnish, Swedish, and English.

Differentiator

Problem solved

Functional benefit

Brands

• Diccas: DialOk's service database for phone switchboard contact and status information. Customers can also independently maintain their company's contacts in Diccas.

Products and services

• Outsourced Customer Service
• Outsourced Switchboard Management
• Outbound Calling Campaigns
• Back Office Support Services
• Customer Experience Measurement
• Overflow Call Handling Service

Quantifiable outcome

• 24/7 availability and fast reachability for property management companies through Tampuuri-integrated outsourced service
• +1 more outcomes

Named customers16 records

Segments4 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration10 records

AI capability6 records

Feature6 records

Partnerships

Four partnerships are on record, tiered flagship, core and minor.

• Visma Real EstateflagshipStrategic or Co-development Partner · 29 November 2023DialOk and Visma Real Estate signed a partnership agreement making DialOk part of Visma Real Estate's collaboration network. The partnership enables smooth customer service outsourcing for Tampuuri-using companies. DialOk's contact centers operate directly within Tampuuri without intermediaries, allowing service requests to be logged directly to the correct property. DialOk participated in Visma Real Estate Forum 2023 as an exhibitor and speaker.
• Line Carrier OycoreTechnology or IntegrationLine Carrier is DialOk's sister company within the SFG Yhtiöt Group. It provides telecommunications infrastructure, enterprise connections to all three networks (mobile operators), and contact center technology platforms. Line Carrier's technical solutions integrate seamlessly with DialOk's services, and Line Carrier's sales team refers telecom customers to DialOk for outsourcing services. Line Carrier also operates the partner portal (kumppanit.linecarrier.fi) for DialOk's partner materials.
• Suomen ICT Picte OyminorChannel Partner/ Reseller/ DistributorSuomen ICT Picte Oy is referenced as a reseller partner in the Kruunuasunnot customer case study, alongside DialOk. The nature of the partnership appears to involve joint customer delivery in the property management sector.
• SFG Yhtiöt OycoreOthersSFG Yhtiöt Oy is the parent holding company of DialOk Communications Finland Oy, DialOk Personal Oy (formerly Avaca Oy), Line Carrier Oy, and Suomenmaan Puhelinpalvelut Oy. SFG Yhtiöt is a Finnish privately-owned communications and management services group. The group headquarters are in Espoo. SFG acquired Avaca Oy in June 2019 to strengthen its customer service operations.

Scale indicators7 records

Recent moves7 records

Expansion highlights5 records

Broad incumbents

• Teleperformance: Teleperformance is a France-based global leader in outsourced customer experience management, omnichannel contact center services, and back-office BPO. It is a broad incumbent against which DialOk competes for multinational clients requiring Finnish/Nordic-language coverage.
• Genesys: Genesys is a global leader in cloud contact center platform software, omnichannel routing, and AI-powered customer experience orchestration. As DialOk's underlying technology is partly delivered via Line Carrier/sister tech, Genesys represents the broader platform incumbents that channel contact center capacity at scale.
• NICE (NICE inContact): NICE provides enterprise contact center software, workforce engagement, and AI-driven CX analytics. It is an incumbent platform player competing for the technology layer that supports outsourced customer service operations like DialOk's.
• Salesforce (Service Cloud): Salesforce Service Cloud is a global customer service platform combining CRM, case management, and AI-powered service automation. It is a broad incumbent in customer service technology that competes for the same enterprise IT budget as outsourced BPO relationships.
• Foundever (formerly Sitel Group): Foundever is a global customer experience and contact center outsourcing provider offering inbound/outbound voice, digital, and back-office BPO. It is a broad incumbent in the outsourced customer service space, competing for enterprise contracts in multiple languages including Nordic.
• Concentrix: Concentrix is one of the largest global customer experience and BPO providers following its merger with Webhelp. It competes with DialOk in outsourced customer service and digital CX, though at much larger scale and across global enterprise clients rather than the Finnish mid-market.

Emerging players

• Zendesk: Zendesk offers AI-powered customer service software, helpdesk, and contact center solutions that increasingly compete with traditional BPO outsourcers. As Zendesk and similar SaaS players add AI agents, they challenge DialOk's human-heavy outsourcing model at the lower end of the market.

Direct peers

• Puzzel: Puzzel is a Nordic-headquartered cloud contact center-as-a-service (CCaaS) provider offering inbound/outbound, switchboard, and AI-assisted customer service tools. It directly overlaps with DialOk's switchboard and contact center capabilities, particularly for Nordic enterprises seeking local providers.
• Transcom: Transcom is a Sweden-headquartered global customer experience and contact center outsourcing company with deep Nordic roots. It directly competes with DialOk in outsourced customer service, switchboard operations, and multilingual support, particularly for enterprise clients in Northern Europe.

Regional players

• Telia Company / Telia Finland: Telia is a major Nordic telecom operator that provides business communications, contact center solutions, and customer service outsourcing in Finland. It is a regional player overlapping with DialOk in switchboard and B2B telephony services for Finnish enterprise customers.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/channel/UCPZHlaE_cyh7y7HC1v3dQnw
• Facebookfacebook.com/dialokcommunications
• LinkedInlinkedin.com/company/dialok-communications-finland-oy
• Instagraminstagram.com/dialok.fi

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Subsidiaries1 record

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 DialOk Communications Finland