Finnish software provider expands enterprise footprint as Sweden becomes its largest market
COPENHAGEN: In a strategic move that reshapes the Nordic contact center software landscape, LeadDesk has agreed to acquire Telia’s contact center software platform ACE through a carve-out transaction.
The deal, valued at SEK 25 million upfront with an additional performance-based earn-out of up to SEK 30 million, positions the combined entity as a formidable force in the enterprise and telecom customer service sector, a statement said.
The acquisition creates a new Nordic powerhouse with pro forma revenue of approximately EUR 52.5 million over the last twelve months ending March 2026. For LeadDesk, a leading European provider of AI-enabled contact center software serving customers across 34 countries, this represents a significant acceleration of its growth strategy and a decisive strengthening of its Nordic home market foundation.
A Strategic Nordic Expansion
The acquisition of ACE, a Swedish cloud-based contact center and customer communications software provider with nearly three decades of experience, will fundamentally reshape LeadDesk’s geographic footprint. Upon completion, Sweden will become LeadDesk’s largest single market, surpassing both Finland and Norway. This marks a significant milestone for the company, which has systematically built its position across the Nordic region over recent years.
ACE brings to the table approximately 100,000 users and a team of around 90 employees primarily based in Uppsala, Solna, Vilnius, and Helsinki. The platform specialises in omnichannel customer engagement, workflow automation, and analytics, serving enterprise and public sector customers throughout the Nordics. Its established customer relationships and extensive market expertise will combine with LeadDesk’s AI capabilities, software development resources, and broader product portfolio to create a compelling value proposition.
Transforming the Revenue Mix
Perhaps most significantly, the acquisition will substantially transform LeadDesk’s revenue composition. The share of customer service software will increase considerably, now representing approximately two-thirds of LeadDesk’s recurring revenue. This shift reflects the company’s strategic focus on deepening its presence in the enterprise contact center space and reducing reliance on other business segments.
A Strategic Partnership with Telia
Beyond the acquisition itself, the transaction establishes a long-term strategic partnership between LeadDesk and Telia. Under this arrangement, Telia will continue to sell, deliver, and support ACE solutions for both its existing and new customers. Additionally, LeadDesk and Telia will jointly provide the contact center software platform for Telia’s internal operations, ensuring continuity while supporting future innovation.
Alexandra Fürst, Chief Technology and Information Officer at Telia Company, expressed confidence in the partnership, stating: “The ACE software platform is a highly valued part of Telia’s contact center offering, and I am proud of what our teams have built over the years. With its strong Nordic heritage, dedicated focus on contact center technology and strong cultural fit, LeadDesk is an ideal strategic partner for the next chapter of ACE and the right long-term home for the software platform.”
Fürst highlighted the complementary strengths of the two organisations, adding: “Through this partnership, we can combine Telia’s strong customer relationships and service capabilities with LeadDesk’s innovation capacity and product expertise, creating an even stronger value proposition for customers while ensuring the software platform has the scale and investment needed to thrive in the years ahead.”
AI and European Digital Sovereignty
The acquisition comes at a time when demand for secure, European-built technology is growing as organisations prioritise digital sovereignty. ACE’s long-standing relationships in the public sector, financial services, and healthcare position the combined company as a trusted partner for these demanding industries.
ACE customers will gain access to LeadDesk’s AI offering, including solutions such as VoiceBot, enabling them to implement artificial intelligence in their customer service operations. This capability is particularly valuable as organisations across sectors seek to modernise their customer engagement strategies while maintaining data security and compliance with European regulations.
Leadership Perspective
Olli Nokso-Koivisto, CEO of LeadDesk Plc, framed the acquisition as a pivotal moment in the company’s evolution: “With the acquisition of Telia’s contact center software platform ACE, we take a major step in the growth strategy we have been building systematically across the Nordics. The acquisition brings us deep customer relationships and extensive market expertise from ACE, and a team that knows how to deliver business-critical software in demanding environments.”
Nokso-Koivisto emphasised the strategic importance of a strong Nordic home market, explaining: “Our strategy has always been to build a profitable Nordic home market as the engine for European growth. A strong home market drives product innovation, operational discipline, and the scale needed to compete across borders. With ACE, we strengthen that foundation and will continue to grow across the Nordic countries while expanding in Europe.”
The CEO highlighted specific opportunities presented by the deal: “We see significant opportunity to introduce AI-powered capabilities and expanded services to ACE’s existing customers, deepen our presence in the Swedish market, and serve the growing demand for secure, sovereign European technology. Sweden becoming our largest market is a testament to how far we have come and to the opportunity ahead.”
Operational Structure and Financial Performance
ACE will operate as a standalone business within the LeadDesk Group, ensuring continuity for customers while benefiting from the broader group’s resources and capabilities. The transaction is structured as a carve-out from Telia’s larger business, and as a result, historical standalone financial information is not available.
Based on pro forma estimates for the transferred business, ACE generated revenue of EUR 13.1 million and EBITDA of EUR 0.1 million over the preceding twelve months. The acquired balance sheet items consist primarily of intellectual property rights and capitalised development costs, with total transferring assets estimated at EUR 5.0 million. EBITDA is presented prior to capitalisation of development costs.
Importantly, the transaction is expected to be accretive to LeadDesk’s earnings per share, with ACE expected to generate higher EBITDA as part of the LeadDesk Group compared to its standalone performance. The acquisition will have no impact on LeadDesk’s guidance for 2026.
Transaction Timeline and Conditions
The debt-free purchase price of SEK 25 million will be paid in cash upon completion, with the transaction financed through existing cash and credit facilities. An additional revenue-based earn-out consideration of up to SEK 30 million may be paid in 2029.
Completion of the transaction is subject to clearance under the Swedish foreign direct investment screening regime and other customary closing conditions. The deal is expected to close in the fourth quarter of 2026, positioning LeadDesk for accelerated growth heading into 2027.
Looking Ahead
As LeadDesk continues to pursue its vision of becoming Europe’s most trusted AI-driven, voice-first customer interaction platform, the acquisition of ACE represents a significant milestone. The combination of ACE’s established market position and deep customer relationships with LeadDesk’s innovation capabilities and product expertise creates a compelling proposition for enterprise and public sector customers across the Nordic region and beyond.
The deal also underscores the ongoing consolidation in the European contact center software market, as providers seek scale and comprehensive capabilities to compete with global players while addressing the growing demand for sovereign European technology solutions. For LeadDesk, the acquisition not only strengthens its Nordic foundation but also provides a platform for continued European expansion.
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