Kontaktikeskus

Name

Kontaktikeskus

Legal name

OÜ Kontaktikeskus

Website

https://ee.kontaktikeskus.ee

Company type

Private

Founded year

2009

Operating status

Operating

Headcount range

101–250 employees

Ownership category

akta.pro rank

Product category

Contact Center and Business Process Outsourcing Services

NAICS

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

SIC

Services-Facilities Support Management Services (8744)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Multilingual & Global Shared-Service Contact Centers (BPAAAAAL), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), General Customer Service (Order/Account/Inquiries) (BPAAABAA), Customer Win-back & Reactivation Calling (BPAAADAL)

Keywords

• Contact center services
• Customer support outsourcing
• Business process outsourcing
• Outbound telemarketing
• AI-augmented support

Headquarters

HQ city

Tallinn

HQ country

Estonia

HQ region

Europe

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Managed BPO/BPM Services: Full-service outsourcing of customer support, telemarketing, back-office, and win-back operations managed by dedicated teams of agents, team leaders, and project managers. Revenue derived from recurring service fees, typically structured around team size, service hours, and outcome metrics.
2. Overflow / Peak Handling Services: Flexible capacity scaling for clients during volume spikes, seasonal peaks, or product launches. Billed based on volume or surge capacity activated.
3. Outbound Telemarketing & Sales Services: Outbound campaigns including lead qualification, appointment setting, reactivation/win-back, surveys, and telesales support. Measured on qualified leads, meetings booked, and conversion outcomes.
4. Professional Services / Consulting: AI integration consulting, process design, script development, ICP definition, and coaching services as part of onboarding and ongoing optimization.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels5 records

Core offering

Kontaktikeskus OÜ is an Estonia-based contact center and BPO provider delivering multilingual (Estonian, Latvian, Lithuanian, Finnish, Russian, English) customer support, outbound telemarketing, sales lead qualification, back-office processing, and customer win-back/retention services on a 24/7 basis. Services are staffed by approximately 200 remote human agents and augmented by an AI layer covering real-time knowledge search, next-best-action recommendations, 100% conversation transcription, rule-based QA, standardized summarization, and trend/pattern detection.

Product overview

Kontaktikeskus is an Estonia-based contact center and BPO provider offering a unified portfolio of AI-augmented customer interaction services. The core offering is organized into five integrated solution areas: Sales Growth (Müügikasv), Customer Support (Klienditugi), Win-back/Retention (Kliendihoidmine), Back-office, and Multilingual Coverage — all delivered by human agents augmented with AI tools for quality control, real-time support, and analytics. Supporting these are specific service pages for Call Center Services, Customer Support Outsourcing, Telemarketing, and AI-Enabled Customer Support. Key AI-powered modules include 100% Quality Control (transcription + rule-based QA), Real-time Agent Support (knowledge search + next-best-action), and Analytics and Coaching. The company operates across Estonia, Latvia, Lithuania, and Finland, supporting six languages (Estonian, Latvian, Lithuanian, Finnish, Russian, English).

Differentiator

Problem solved

Functional benefit

Products and services

• Call Center Services Estonia-based call center handling inbound customer support and outbound sales/telemarketing with coverage options up to 24/7. Services include customer support triage, order/delivery questions, appointment booking, Tier-1 technical support, lead qualification, reactivation/win-back campaigns, telesales support, and surveys, delivered by ~200 multilingual agents across six languages.
• Customer Support Outsourcing Inbound customer support outsourcing with agreed service levels, quality assurance, and transparent weekly reporting. Covers first-line support and triage, escalation with context, and overflow/peak handling with flexible scaling, delivered through phone, email, chat, and WhatsApp channels.
• Telemarketing Services Outbound telemarketing services including lead qualification, appointment setting, reactivation/win-back campaigns, surveys, and telesales support, with focus on targeting, scripts, training, QA, and measurable outcomes delivered via weekly reporting on conversions and objection analysis.
• AI-Enabled Customer Support AI-enhanced customer support service in which humans handle all customer conversations and AI assists with quality assurance, coaching, and reporting. Features include conversation summarization, AI-assisted QA scoring, trend detection, and optional suggested replies, with transparent metrics and explanations.
• Sales Growth Solution (Müügikasv) Sales growth solution focused on outbound, inbound, and lead qualification so the sales team talks more with people ready to buy, delivering +40% conversion, better-qualified contacts, and more agreed next steps (meetings, quotes, orders). AI supports lead-readiness logic, call summaries, A/B phrasing learning, and quality rules.
• Customer Support Solution (Klienditugi) Customer support solution covering phone, chat, email, and WhatsApp with faster response and stable quality. Achieves 30% shorter average handling time and more uniform service quality across channels using AI-powered real-time knowledge search, response templates, automated summaries, and quality rules.
• Back-Office Support Back-office and support services handling routine follow-ups, data correction, queries, confirmations, and reporting inputs, ensuring processes move without bottlenecks and tasks are completed correctly and on time so internal staff can focus on revenue-generating work.
• Win-Back and Customer Retention Solution (Kliendihoidmine) Customer retention and win-back solution that reactivates lost customers by reaching the root cause of churn. Delivers more reactivated customers, clearer churn-reason visibility, and faster response to risk signals (delays, repeat complaints, cancellation intent), with AI reasoning categorization and next-step recommendations.
• Multilingual Baltic and Nordic Coverage Multilingual support across the Baltic and Nordic regions covering Estonia, Latvia, Lithuania, and Finland in Estonian, Latvian, Lithuanian, Finnish, Russian, and English, ensuring consistent service quality, terminology, and tone across languages with unified quality standards.
• Overflow and Peak Handling Services Flexible capacity scaling for clients during volume spikes, seasonal peaks, or product launches, billed based on volume or activated surge capacity and integrated with the client's existing helpdesk and CRM systems.

Quantifiable outcome

• 45% reduction in customer wait times
• +8 more outcomes

Named customers8 records

Segments4 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration5 records

AI capability7 records

Feature9 records

Partnerships

Eleven partnerships are on record, tiered core and minor.

• ZendeskcoreTechnology or IntegrationIntegration partner for helpdesk and customer support workflow management. Kontaktikeskus agents work directly inside the Zendesk platform, following client workflows and updating records in real time.
• FreshdeskcoreTechnology or IntegrationIntegration partner for helpdesk operations. Agents operate within Freshdesk workflows, managing customer tickets and updating records as part of the service delivery.
• HubSpotcoreTechnology or IntegrationCRM integration partner. Kontaktikeskus integrates with HubSpot for lead qualification, sales workflow management, and outcome tracking for outbound telemarketing campaigns.
• SalesforcecoreTechnology or IntegrationCRM integration partner for enterprise sales and customer support programs. Agents work within Salesforce workflows, updating records and tracking outcomes directly in the client's CRM.
• IntercomcoreTechnology or IntegrationIntegration partner for customer messaging and support chat. Kontaktikeskus agents handle Intercom conversations as part of the multichannel customer support offering.
• Loginet Solutions OÜminorImplementation/ SI/ Consulting PartnerAuthorized data processor listed in the data protection terms. Processes personal data for service delivery, maintaining structured customer databases, and fulfilling servicing and marketing purposes.
• CSC Telecom Estonia OÜminorImplementation/ SI/ Consulting PartnerAuthorized data processor for telecommunications and IT infrastructure services supporting contact center operations.
• Scandinavian Good Business ABminorStrategic or Co-development PartnerAuthorized data processor based in Stockholm, Sweden. Partners on service delivery for Nordic market operations.
• AB Lietuvos draudimas Eesti filiaalminorOthersAuthorized data processor, Estonian branch of Lithuanian insurance company, listed in the data protection terms for insurance sector service delivery.
• If P&C Insurance ASminorOthersAuthorized data processor for insurance sector customer service operations in Estonia.
• OMNIVA OÜminorOthersAuthorized data processor, Estonian postal and logistics services company, supporting parcel and delivery-related customer inquiries handled by Kontaktikeskus.

Scale indicators13 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Helpware: US-founded BPO with nearshore delivery in Ukraine, Poland, and the Philippines, offering customer support, content moderation, and AI-assisted operations. Comparable as a mid-size BPO pairing human agents with AI tooling for CX outsourcing.
• SupportYourApp: Outsourced customer support provider founded in Ukraine with a multilingual European delivery footprint. Comparable in scale, target customer profile (SaaS, e-commerce), and emphasis on AI-augmented support quality.
• Transcom: Nordic-headquartered (Sweden) customer experience and contact center BPO with omnichannel support, sales, and AI-augmented offerings. Most directly comparable peer given geographic overlap and similar service portfolio targeting enterprise CX buyers.
• Competence Call Center: Germany-based mid-size BPO providing inbound customer support, outbound sales, and back-office services across multiple European languages. Closely comparable in size, mid-market focus, multilingual European delivery, and similar customer-support + telemarketing service mix.

Broad incumbents

• Concentrix: Global CX and BPO company serving enterprise clients across financial services, technology, and retail with multilingual contact center, sales, and AI-powered CX solutions. Overlaps with Kontaktikeskus' enterprise customer support and sales services.
• Foundever: Global CX and BPO provider (formerly Sitel Group) with multilingual customer support, sales, and digital services across multiple continents. Broad incumbent peer whose service portfolio directly overlaps with Kontaktikeskus' omnichannel support offering.
• Webhelp: France-headquartered global BPO with strong European footprint, offering CX, sales, and AI-augmented customer operations. Directly comparable on enterprise CX outsourcing and telemarketing, with deeper scale and broader geographic reach.
• Arvato: Bertelsmann-owned global BPO providing customer service, telemarketing, and back-office services across European languages. Overlaps with Kontaktikeskus' customer support, telemarketing, and multilingual Baltic/Nordic service scope.
• Teleperformance: Global leader in outsourced customer experience management with operations across 90+ countries. A broad incumbent peer whose omnichannel contact center, sales, and back-office services overlap with Kontaktikeskus' core offerings at a vastly larger scale.
• TELUS International: Canada-based global digital customer experience provider with multilingual omnichannel support, AI/data services, and enterprise sales operations. Broad incumbent peer whose CX, AI-enabled QA, and content services compete for similar enterprise buyers.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/Kontaktikeskus
• LinkedInlinkedin.com/company/kontaktikeskus

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

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 Kontaktikeskus