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across social, support, and surveys to help service teams respond faster and with greater contextual awareness.
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We've been using Lucidya for about three years now, and it's been an outstanding experience across the board. We consider it the best local social monitoring platform out there. Their support team is incredibly responsive and always goes the extra mile to meet our needs. What really sets Lucidya apart is their commitment to continuous improvement. They roll out new features every year that help us work more efficiently and hit our targets. We've never even thought about switching providers, and we're thrilled to keep this partnership going strong.
I am truly impressed with the exceptional support provided by the Lucidya team. Over the past three years, Lucidya has become an indispensable part of our social media and marketing strategies. Their CXM platform consistently outperforms other market solutions in delivering unmatched accuracy and depth of data and providing invaluable insights into brand perception and market dynamics. It has transformed how we understand both our brand's position and the broader market landscape.
Lucidya has made a real difference for our team. They have given us clear insights into what our audience thinks and how they behave. Their social listening tool capabilities help us track how we're doing compared to others and spot new opportunities we might have missed. Thanks to their solutions, we can make confident decisions based on facts, not guesses. We've gotten better at staying ahead of competitors and fine-tuning our approach for optimal results.
Bring support conversations into one place and reply with full context, so every answer feels timely, relevant, and helpful.
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Extend the value of your core solutions with enhancement options designed to help customer service teams respond faster, work smarter, and keep satisfaction high.
Access hands-on support, strategic consultation, and tailored reporting to help your service teams resolve issues faster and improve customer experiences.
Bring support conversations into one place and reply with full context, so every answer feels timely, relevant, and helpful.
Extend the value of your core solutions with enhancement options designed to help customer service teams respond faster, work smarter, and keep satisfaction high.
Access hands-on support, strategic consultation, and tailored reporting to help your service teams resolve issues faster and improve customer experiences.
Enable your teams with a unified customer experience intelligence platform built for global audiences. With advanced AI models, your service interactions connect naturally, understand real sentiment, and deliver insights that accurately reflect your market.
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Enable your teams with a unified customer experience intelligence platform built for Arabic-speaking audiences. With AI trained on 15+ local dialects, your service interactions connect naturally, understand real sentiment, and deliver insights that truly reflect your market.
Stay ahead with real-time analytics, sentiment tracking, and performance data across every touchpoint. Whether launching a campaign or handling a crisis, Lucidya gives you the clarity to move fast and make smart choices.
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Privacy is not an afterthought, it is built in. Lucidya meets leading data protection standards across the U.S. and globally. Your data stays secure, your operations compliant, and your brand trusted.
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Lucidya unifies social listening, media monitoring, customer profiling, surveys, and engagement. This gives your teams one clear source of truth across the entire customer journey.
Lucidya shows how your brand stacks up in real time, tracking competitors, revealing white spaces, uncovering untapped opportunities, and spotting trends early. That way, you are always one step ahead and never playing catch-up.
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Enable your teams with a unified customer experience intelligence platform built for Arabic-speaking audiences. With AI trained on 15+ local dialects, your service interactions connect naturally, understand real sentiment, and deliver insights that truly reflect your market.
Stay ahead with real-time analytics, sentiment tracking, and performance data across every touchpoint. Whether launching a campaign or handling a crisis, Lucidya gives you the clarity to move fast and make smart choices.
Privacy is not an afterthought, it is built in. Lucidya meets leading data protection standards across the U.S. and globally. Your data stays secure, your operations compliant, and your brand trusted.
Lucidya unifies social listening, media monitoring, customer profiling, surveys, and engagement. This gives your teams one clear source of truth across the entire customer journey.
Lucidya shows how your brand stacks up in real time, tracking competitors, revealing white spaces, uncovering untapped opportunities, and spotting trends early. That way, you are always one step ahead and never playing catch-up.
Lucidya unifies customer conversations from social media, WhatsApp, email, and live chat into a single inbox through OmniServe — so agents work from one workspace rather than switching between platforms. Incoming messages are routed automatically based on sentiment, urgency, and topic, meaning high-priority cases surface without manual triage. Because OmniServe connects directly to Profiles, agents see the full customer picture before they respond, interaction history, sentiment over time, and behavioral data, not just the current message. This reduces handling time and makes personalized responses possible at volume. For teams serving multilingual customer bases, Lucidya handles Arabic and English natively, including dialect-level understanding across 17 Arabic variants for brands operating in the Middle East.
Lucidya's AI Agent resolves customer cases end-to-end across WhatsApp, social media, email, and live chat, autonomously, without human involvement for routine interactions. It detects tone, urgency, and intent to determine whether a case can be resolved automatically or needs to be escalated, and when it escalates, it passes the full case context to the human agent so they don't start from scratch. In well-configured deployments, the AI Agent resolves over 80% of eligible interactions autonomously. At a well known insurance provider in the MENA region, it resolved 3,365 cases without human involvement across a five-month period, avoiding approximately 6,000 agent hours and delivering an estimated 7x ROI within the first month. Governance is built in by default, role-based access controls, PII masking, approval workflows, full audit logs, and a kill switch for instant shutdown. For regulated industries, these are not optional configurations.
Lucidya Profiles builds a 360-degree customer profile for every individual by combining social interaction history, service records, survey responses, and behavioral signals in one unified view. When a customer contacts your team, agents see who they are, not just what they're asking. This matters at scale because personalization without data infrastructure defaults to scripted responses. Profiles gives agents the context to respond relevantly, knowing whether this customer has raised this issue before, what their sentiment history looks like, and how they prefer to communicate, without requiring agents to look anything up manually.
Lucidya captures post-interaction feedback through its native Survey product and analyzes sentiment trends across all service channels continuously. Teams can track CSAT scores, identify recurring pain points, and see where service quality is breaking down, by channel, by agent, by issue type, or by time period. Because sentiment analysis runs across all interactions rather than just surveyed customers, teams get a complete picture of satisfaction rather than a sample. Customers who don't respond to surveys still leave signals in how they communicate, tone shifts, repeat contacts, and escalation patterns, that Lucidya surfaces automatically.
Lucidya's Call Analytics add-on analyzes voice interactions to detect recurring issues, measure agent tone, and identify satisfaction signals across calls. Contact center managers can track KPIs including average handling time, first contact resolution, and sentiment trends across their full team in real time through Custom Dashboards, without manually reviewing calls. Combined with OmniServe's omnichannel data, Call Analytics gives managers a unified view of contact center performance across voice and digital channels in one place.
Lucidya is API-first and connects with CRMs including Salesforce, HubSpot, and Microsoft Dynamics; ticketing and helpdesk platforms including Zendesk, Freshdesk, and ServiceNow; contact center systems including Genesys and Avaya; analytics and BI tools including Tableau and Power BI; and booking and property management systems used in hospitality and travel. For enterprise and government clients with custom infrastructure, Lucidya connects through open APIs and middleware without requiring heavy development work. The AI Agent supports bi-directional integration, reading data from connected systems and writing updates back, so case resolution updates your CRM automatically rather than requiring manual sync.
Lucidya complies with GDPR, CCPA/CPRA, SOC 2 Type II, ISO/IEC 27001, ISO 27017, HIPAA Ready, NIST CSF, and Tier 2 CASA Verified standards, covering the core requirements for enterprise customer service deployments across the UK, US, EU, and Gulf markets. All customer interaction data is encrypted in transit and at rest. AI Agent actions are governed by a policy engine with full audit logging. Role-based access controls and PII masking are built into the core platform. For organizations in Saudi Arabia and the GCC, Lucidya additionally holds SDAIA and NCA ECC/CCC certifications with regional data hosting options that satisfy Saudi PDPL data residency requirements, a mandatory requirement for government agencies and financial services organizations operating under Gulf data sovereignty rules.
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