Citrus

What Citrus does

Citrus (legal entity Citrus Servicos em Tecnologia da Informacao e Comunicacao LTDA, CNPJ 12.806.448/0001-86) is a Brazilian customer experience and collaboration software business that operates as a subsidiary within the Digivox technology group. Founded in 2019 and headquartered in João Pessoa, Paraíba with offices in São Paulo and Miami, the company sells an omnichannel customer experience platform to mid-to-large enterprises across nine stated verticals: finance, government, retail, education, healthcare, coworking, corporate, utilities, and telecom.

The Citrus platform unifies customer service channels (voice, WhatsApp, chat, social media, SMS, email, video, APIs, in-person) on a Communication Suite and surrounds it with a native application ecosystem: LemonDesk (ticketing), Lime Sales (sales automation), Squad (unified communications), Pomelo Flow (contact center routing and monitoring), Tangy Metrics (BI/analytics), Citrus Brain (AI/ML engine for transcription, sentiment, and behavioral pattern detection), and Blossom Bot (cognitive specialist bots). An API/ERP integration layer enables connection to adjacent business systems, including a native integration with parent Digivox's Unity omnichannel suite.

The business model is enterprise B2B SaaS delivered via a sales-led motion — 'Agende uma Demonstração' (Schedule a Demo) CTAs, dedicated phone line (0800 724 8181), and quote-based annual subscriptions. Pricing is not publicly disclosed. Distribution is primarily direct enterprise sales with secondary self-serve exposure via the Citrus Squad mobile app on Google Play. Demand generation relies on a content marketing engine (blog, CitrusCast podcast, Citrus Talk webinars, e-books, CX Telegram community) and the Citrus Seed Program referral/partnership channel. No revenue, funding rounds, named customers, management team bios, or financial metrics are disclosed in the source data.

Name

Citrus

Legal name

Citrus Servicos em Tecnologia da Informacao e Comunicacao LTDA

Website

https://citrus.cx

Company type

Private

Founded year

2019

Operating status

Operating

Headcount range

11–50 employees

Short description

Citrus is a Brazilian SaaS subsidiary of Digivox that sells an omnichannel customer experience and collaboration platform to mid-to-large enterprises across finance, government, retail, education, healthcare, and other verticals, combining ticketing, sales automation, contact center, analytics, and AI-powered sentiment and journey personalization.

Ownership category

akta.pro rank

Product category

Customer Experience / Contact Center Software

akta.pro primary industry

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

akta.pro secondary industries

Advertising, Marketing & Customer Personalization (HDAAAGAC), Marketing Automation & Lifecycle/Drip Campaign Management (MPAAAIAC), Marketing Analytics & Measurement Strategy (Attribution, MMM, KPIs) (MPAAAFAH)

Keywords

• Omnichannel customer experience
• Contact center software
• Customer journey analytics
• Unified communications platform
• Sales force automation

Headquarters

HQ city

João Pessoa

HQ country

Brazil

HQ region

Latin America

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. SaaS Subscription - Communication Suite: Citrus offers an omnichannel communication suite that unifies all customer service channels. Revenue is generated through subscription-based licensing of the platform, with different applications (LemonDesk, Lime Sales, Squad, Pomelo Flow, Tangy Metrics) available as part of the ecosystem.

Pricing tiers

Go-to-market motion1 record

Distribution channels2 records

Marketing channels6 records

Core offering

Citrus provides an omnichannel customer experience and collaboration SaaS platform that unifies voice, WhatsApp, chat, social media, SMS, email, video, APIs, and in-person interactions into a single ecosystem. The platform maps the complete customer journey and uses AI/ML (Citrus Brain) and cognitive bots (Blossom Bot) to detect sentiment and behavior patterns, enabling personalized CX. Native applications include LemonDesk (ticketing), Lime Sales (sales automation), Squad (unified communications), Pomelo Flow (contact center), and Tangy Metrics (analytics/BI).

Product overview

Citrus is a unified customer experience and collaboration platform offered as an ecosystem of integrated products. The core platform (Citrus Platform) provides omnichannel communication through the Communication Suite, supported by specialized applications including Lemon Desk (ticket management), Lime Sales (sales automation), Squad (team collaboration), Pomelo Flow (contact center), Tangy Metrics (analytics/BI), Citrus Brain (AI/ML engine), and Blossom Bot (AI agents). All products share a common data layer to personalize customer journeys and integrate with external systems.

Differentiator

Problem solved

Functional benefit

Brands

• LemonDesk: Service management application with operational monitoring, support, and backoffice for customer service teams.
• Lime Sales
• Citrus Squad
• Citrus Brain
• Blossom Bot
• Pomelo Flow
• Tangy Metrics
• Citrus Seed Program

Products and services

• Citrus Platform Customer experience and collaboration platform that unifies all customer service channels and maps the customer journey, collecting and analyzing interaction data to personalize experiences. Aimed at mid-to-large enterprises operating contact centers.
• Citrus Communication Suite Omnichannel communication suite that unifies all customer service channels including voice, WhatsApp, chat, social media, SMS, email, video, APIs, web forms, and in-person interactions into a single journey-mapped layer with URA (IVR) automation.
• Pomelo Flow Omnichannel contact center platform with intelligent call routing, productivity and performance analysis, and real-time monitoring dashboard providing complete customer engagement visibility and easy-to-view reports. For contact center teams in enterprises.
• Squad (Citrus Squad) Unified communication and collaboration tool that facilitates communication between internal and external teams with voice, video, messaging, and conferencing capabilities on a single platform. Available as a mobile application for self-service access.

Quantifiable outcome

• Companies can offer better service and grow in productivity and sales through personalized customer journeys

Segments9 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

AI capability4 records

Feature8 records

Partnerships

One partnership is on record.

• DigivoxcoreTechnology or IntegrationDigivox is a strategic technology integration partner. The Citrus ecosystem integrates with Digivox's Unity communication suite and other omnichannel platforms. The partnership allows customers with existing Digivox communication solutions to integrate with Citrus customer experience applications. Citrus is operated by Citrus Servicos em Tecnologia da Informacao e Comunicacao LTDA under the Digivox corporate umbrella.

Scale indicators1 record

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Salesforce Service Cloud: Enterprise CRM-native customer service suite with Einstein AI; competes for the largest Brazilian enterprise CX deals where Salesforce footprint already exists.
• Genesys: Large incumbent in cloud contact center and CX orchestration; competes for the same enterprise omnichannel and AI-driven routing deals that Citrus targets in financial services, telecom, and government.
• Talkdesk: Global cloud contact center and CX platform expanding aggressively in Latin America; overlaps with Pomelo Flow, Citrus Brain, and the broader Citrus omnichannel suite for enterprise customers.
• NICE CXone: Global enterprise CX suite covering contact center, analytics, AI, and workforce engagement; provides the benchmark suite against which Citrus must position its AI/analytics differentiators.
• Freshworks (Freshdesk): Multi-product SaaS vendor whose Freshdesk product competes with LemonDesk and broader Citrus CX offering in the SMB and mid-market tier across Brazil and Latam.
• Zendesk: Global CX/ticketing platform now under private-equity ownership; competes with Citrus's ticketing and AI analytics modules, especially in mid-market and digital-native Brazilian accounts.

Direct peers

• Zenvia: Brazilian omnichannel CX and communication platform (formerly Zenvia / D1) that sells cloud contact center, WhatsApp Business, chatbots, and sales automation to Brazilian enterprises. Direct competitor across nearly every Citrus product line.
• Movidesk: Brazilian-born help desk and customer service platform with omnichannel ticketing, chatbots, and automation. Closely comparable to LemonDesk plus portions of Citrus's communication suite in the Brazilian mid-market.
• Take Blip: Brazilian conversational AI and omnichannel messaging platform (Blip) acquired by Take.net; competes directly with Citrus Brain, Blossom Bot and Citrus's WhatsApp/social channel capabilities.

Emerging players

• HubSpot Service Hub: CRM vendor expanding into customer service and ticketing; an emerging competitor for SMB/mid-market CX buyers that Citrus could otherwise capture through Lime Sales or LemonDesk.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/citruscx
• Facebookfacebook.com/citrus.cx
• LinkedInlinkedin.com/company/citruscx

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 Citrus