What Lucidya does

Lucidya is a Riyadh-headquartered, privately-held enterprise B2B SaaS company that sells an AI-native Customer Experience Management (CXM) platform to enterprise and government clients across the MENA region. The platform is built around proprietary Arabic natural language processing trained on 15 dialects (Khaliji to Maghrebi) and delivers a claimed 92% sentiment analysis accuracy in Arabic and English. Core products include OmniServe (unified customer support inbox), AI Agent (autonomous, dialect-aware chatbot platform launched March 2026), Social Listening, Profiles (a customer data platform), Survey, and Media Monitoring, with add-ons spanning Call Analytics, TV & Radio Monitoring, Luci AI assistant, Custom Dashboards, Survey Panel, and API & Integrations. Professional services include Command Center (live CX insight) and customized Professional Reports for executive audiences.

The company sells primarily through an enterprise field sales motion with quote-based annual subscriptions, supported by API integrations, G2-rated category leadership, and a content/event-led demand generation engine. It targets a diversified vertical mix led by Government and Travel & Tourism, with secondary segments in Insurance, Banking & Financial Services, Hospitality & F&B, and Logistics. Backed by a $30M Series B in July 2025 (the largest AI round in MENA at the time) plus a $6M Series A in 2022 and a SAR 5M NTDP grant in 2025, Lucidya now operates across 11 countries and maintains compliance with SOC 2 Type 2, ISO 27001, GDPR, and KSA PDPL.

Name

Lucidya

Legal name

Lucidya LLC

Website

https://lucidya.com

Company type

Private

Founded year

2016

Operating status

Operating

Headcount range

251–500 employees

Short description

Lucidya is an AI-native enterprise SaaS platform that provides customer experience management for MENA-region clients, leveraging proprietary Arabic NLP across 15 dialects to deliver sentiment analysis, social listening, omnichannel support, and autonomous AI agents.

Ownership category

akta.pro rank

Product category

Customer Experience Management Software

NAICS

Software Publishers (5132), Custom Computer Programming Services (541511), Marketing Research and Public Opinion Polling (541910)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN)

akta.pro secondary industries

Augmented Analytics & AI-Assisted BI (NLQ/NLG, Insights) (HDAEAMAD), Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK), Software/Application Support (SaaS, Enterprise Apps) (BPAAACAC)

Keywords

• Customer experience management
• Arabic sentiment analysis
• Social media analytics
• AI customer support
• Brand monitoring software

Headquarters

HQ city

Riyadh

HQ country

Saudi Arabia

HQ region

Middle East

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. SaaS Platform Subscription: Subscription-based SaaS model for AI-powered CXM platform with multiple products including OmniServe, Social Listening, Profiles, Survey, AI Agent, and Media Monitoring. Pricing is not publicly disclosed and likely quote-based for enterprise tier.
2. Professional Services: Professional services including Command Center (live CX insight), customized Professional Reports, and consulting services.
3. Add-ons: Additional modules including Survey Panel, Call Analytics, TV & Radio Monitoring, Luci, Custom Dashboards, and API & Integrations.

Pricing tiers

Go-to-market motion2 records

Distribution channels2 records

Marketing channels6 records

Core offering

Lucidya provides an AI-native Customer Experience Management (CXM) SaaS platform with proprietary Arabic NLP capabilities spanning 15 dialects. The platform unifies social listening, customer support (OmniServe), customer data profiles (Profiles), surveys, media monitoring, and autonomous AI Agents into a single suite. It serves enterprise customers across the MENA region with vertical-specific solutions for government, travel & tourism, banking, insurance, hospitality, and logistics.

Product overview

Lucidya is an AI-native Customer Experience Management (CXM) platform offering a unified suite of products for customer engagement and resolution across the MENA region. The platform architecture consists of core products (OmniServe, AI Agent, Social Listening, Profiles, Survey, Media Monitoring) that work together to unify customer data, monitor brand presence, and deliver AI-powered support. Professional services (Command Center, Professional Reports) provide executive-grade insights, while add-ons (Luci AI assistant, Call Analytics, Survey Panel, TV & Radio Monitoring, Custom Dashboards, API & Integrations) extend functionality. The platform is distinguished by its advanced Arabic NLP capabilities supporting 15 dialects and 92% sentiment analysis accuracy in Arabic and English. Recent March 2026 launch of Enterprise AI Agent platform expands autonomous customer service capabilities for Arabic-speaking enterprise markets.

Differentiator

Problem solved

Functional benefit

Products and services

• OmniServe Unified customer support and team performance management platform that handles every customer interaction from a single inbox—including DMs, emails, comments, WhatsApp messages, and call logs—with AI-powered tools for faster issue resolution. Designed for enterprise customer service teams managing multi-channel engagement.
• AI Agent Autonomous AI chatbot platform deploying multilingual, culturally-nuanced agents that understand intent and automate routine queries with context-aware conversations. Built for enterprise AI operationalization across Arabic-speaking markets.
• Social Listening Real-time social media monitoring across all channels. Monitors accounts, keywords, and analyzes sentiment across social platforms with AI-powered Arabic dialect understanding, enabling brands to spot trends, monitor mentions, and protect brand reputation.
• Profiles Customer data platform building 360-degree customer records by linking behavior, history, and sentiment across touchpoints. Segments customers by behavior, sentiment, interests, and purchase history to enable personalized experiences.
• Survey Multilingual customer feedback collection tool shared as links or embedded on websites. Provides real-time sentiment insights from survey responses, enabling brands to collect feedback, uncover insights, and enhance interactions.
• Media Monitoring Brand visibility and media coverage tracking across online news sites and traditional media outlets 24/7. Analyzes brand presence across print, digital, TV, and radio for smarter decision-making.
• Command Center Physical hub professional service for live CX insight, real-time brand alerts, and customer service performance monitoring. Provides executive-grade operational visibility into brand and customer experience operations.
• Professional Reports Executive-grade customized reports on demand with insights, trends, and recommendations designed for board-level presentations. Delivered as a professional service alongside the Lucidya platform.
• Luci AI-powered assistant add-on enhancing the Lucidya platform with advanced automation and intelligence features for customers seeking extended AI capabilities.
• Call Analytics Call center analytics add-on for monitoring and analyzing voice customer interactions and agent performance, extending the platform into audio analytics for contact centers.
• Survey Panel Extended survey panel add-on for accessing broader respondent pools and enhanced survey distribution capabilities beyond the standard Survey product.
• TV & Radio Monitoring Broadcast media monitoring add-on for tracking television and radio coverage of brands and topics, extending the Media Monitoring product into traditional broadcast channels.
• Custom Dashboards Customizable dashboard builder add-on enabling tailored data visualization and reporting needs beyond the standard Lucidya analytics dashboards.

Quantifiable outcome

• 238% boost in positive sentiment
• +4 more outcomes

Named customers3 records

Segments7 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

AI capability9 records

Feature6 records

Partnerships

Five partnerships are on record, tiered core.

• OpenAIcoreTechnology or IntegrationAI technology provider integrated within Lucidya's services to enhance data processing capabilities. Data processed in accordance with OpenAI's privacy policy.
• AWS BedrockcoreTechnology or IntegrationAI technology provider integrated within Lucidya's services for enhanced data processing. Part of AWS infrastructure supporting Lucidya's platform.
• Google APIscoreTechnology or IntegrationIntegrated for data access including Google Business Profile and Gmail integrations. Compliant with Google API Services User Data Policy including Limited Use requirements.
• Twitter/X APIscoreTechnology or IntegrationData provider for social media content monitoring and analysis. Compliant with Twitter Developer Agreement and Policy.
• Facebook APIscoreTechnology or IntegrationData provider for social media content monitoring and analysis on Facebook and Instagram platforms. Compliant with Facebook Platform Terms.

Scale indicators9 records

Recent moves9 records

Expansion highlights6 records

Direct peers

• Sprinklr: Enterprise CXM platform offering unified social media management, social listening, customer service, and AI analytics across global markets — the closest direct competitor to Lucidya's full-stack CXM suite, though without Lucidya's deep Arabic NLP specialization.
• Brandwatch: Social media listening and consumer intelligence platform serving enterprise brand and marketing teams; directly comparable to Lucidya's Social Listening and Media Monitoring products.
• Talkwalker: AI-powered social listening, media monitoring, and consumer intelligence platform; directly comparable to Lucidya's Social Listening, Media Monitoring, and sentiment analysis capabilities.
• Meltwater: Media intelligence and social listening platform with strong presence in EMEA, offering brand monitoring, social analytics, and consumer insights — directly comparable to Lucidya's media monitoring and social listening products.
• Khoros: Enterprise customer engagement platform combining social media management, customer service, and brand communities; directly comparable to Lucidya's omnichannel customer engagement and social listening capabilities.

Broad incumbents

• Qualtrics: Experience management leader owned by Silver Lake/CPPIB covering customer experience, employee experience, and market research analytics at enterprise scale; overlaps directly with Lucidya's Profiles, Survey, and CX analytics offerings for large enterprise buyers.
• Medallia: Enterprise experience management platform with customer feedback, speech analytics, and social listening capabilities; competes for the same enterprise CX budget as Lucidya and has global scale advantages.
• Hootsuite: Social media management platform with growing analytics and listening capabilities; overlaps with Lucidya's Social Listening and OmniServe products for enterprise social engagement workflows.

Others

• Genesys: Enterprise contact center and CX orchestration platform; while already a technology integration partner of Lucidya, it competes for the broader enterprise CX and customer service automation budget.
• HubSpot: CRM and marketing automation platform with social media tools and customer feedback capabilities; already integrated with Lucidya but addresses overlapping enterprise marketing and CX use cases.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/lucidya
• YouTubeyoutube.com/@LucidyaSA
• Facebookfacebook.com/lucidya
• LinkedInlinkedin.com/company/lucidya
• Instagraminstagram.com/lucidya

Compliance5 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Funding overview

Funding rounds5 records

Investors14 records

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 Lucidya