What Digidesk does

Digidesk, trading under the legal entity Citrus Telecommunications Ltd, is a UK-based private company operating a cloud contact centre platform that unifies voice, email, live chat, WhatsApp, SMS, and social media customer interactions into a single agent workplace. Founded in 2014 and headquartered in Poole with additional offices in Bournemouth and St Albans, the firm employs 1-10 people and serves UK enterprise and mid-market customers, alongside channel partners who resell white-label versions of its modules. The product portfolio spans a core platform plus modular add-ons including DigiDesk Bots, AI Voice Bots, AI Quality Monitoring, Generative-AI-powered Speech Analytics (built on OpenAI's ChatGPT Enterprise), Trustpilot and Feefo review management, multi-channel CSAT surveys, Dynamic FAQs, Live Chat, Email Management, Inbound/Outbound Voice, Queue Manager, Outbound Dialler, and PCI DSS-certified Secure Payments, with native Trustpilot and WhatsApp for Business integrations.

The business model is a subscription-based SaaS model sold through a sales-led motion: direct enterprise sales supplemented by a channel partner programme with a self-serve partner portal, white-label SKUs for agencies and resellers, and a 30-day free trial offer for the Trustpilot Review Management module. Pricing is quote-based and not publicly disclosed, billed monthly, with no public revenue or funding disclosed. Named customer evidence includes Nestle Purina (consumer goods), Money Advice Trust (financial services / non-profit), Eaglemoss (retail), and Comdata (BPO). Differentiators emphasised by the company include integration breadth across channels, multilingual coverage (100+ languages for review analytics, 30+ for voice bots), AI-powered 100% call monitoring, PCI DSS and GDPR compliance, and partner-ready white-label delivery. The company's geographic footprint is restricted to the UK single market, and no external investors, M&A activity, or leadership changes are disclosed in the source data.

Name

Digidesk

Legal name

Citrus Telecommunications Ltd

Website

https://digi-desk.co.uk

Company type

Private

Founded year

2014

Operating status

Operating

Headcount range

1–10 employees

Short description

Digidesk (Citrus Telecommunications Ltd) is a UK-based cloud contact centre platform provider offering unified voice, email, chat, WhatsApp, and social media management with AI bots, speech analytics, quality monitoring, and Trustpilot-integrated reputation tools for UK enterprise and mid-market customers and channel partners.

Ownership category

akta.pro rank

Headquarters

HQ city

Bournemouth

HQ country

United Kingdom

HQ region

Europe

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. Cloud Contact Centre Platform: SaaS-based cloud contact centre platform subscription for managing customer interactions across multiple channels including Voice, Email, Chat, WhatsApp, and Social Media

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels7 records

Core offering

Digidesk (trading as DigiDesk) provides a cloud-based contact centre platform that manages customer interactions across Voice, Email, Chat, WhatsApp and Social Media channels. It sells the core DigiDesk Platform alongside AI-powered add-ons (DigiDesk Bots, AI Voice Bots, Speech Analytics, AI Quality Monitoring), customer feedback tools (CSAT Surveys, Trustpilot Management, Dynamic FAQs), and white-label versions of these solutions for channel partners and agencies.

Product overview

DigiDesk is a market-leading cloud contact centre platform offering a unified solution with multiple integrated modules. The core DigiDesk Platform manages customer interactions across Voice, Email, Chat, WhatsApp, and Social Media channels. The product portfolio includes AI-powered solutions (DigiDesk Bots, AI Voice Bots, AI Quality Monitoring, Speech Analytics), customer feedback tools (CSAT Surveys, Trustpilot Management, Dynamic FAQs), and channel-specific modules (WhatsApp for Business, SMS Customer Service, Live Chat, Email Management, Social Media Management). Additional voice solutions include Queue Manager, Secure PCI Payments, Outbound Dialler, and Voice Services. The platform supports white-label/partnership delivery with dedicated partner solutions for agencies and resellers.

Differentiator

Problem solved

Functional benefit

Brands

• DigiDesk Bots: AI-powered bots that automate and resolve customer issues across digital channels
• DigiDesk Voice Bots
• AI Quality Monitoring
• Speech Analytics

Products and services

• DigiDesk Platform Cloud contact centre platform that unifies customer interactions across Voice, Email, Chat, WhatsApp and Social Media channels for enterprise and mid-market contact centre operators.
• DigiDesk Bots AI-powered bots that automatically handle and resolve customer queries across digital channels for contact centre teams.
• AI Voice Bots Conversational AI voice bots using NLP and voice synthesis to manage voice-based applications including ID&V and self-service, supporting 30+ languages.
• Speech Analytics Generative AI-powered transcription and audio summarisation of voice calls with near real-time text analytics, sentiment analysis and multilingual translation across 100+ languages.
• AI Quality Monitoring AI-powered solution that monitors 100% of inbound and outbound calls with automated agent quality scoring and compliance flagging.
• Trustpilot Management Online reputation management for monitoring, analysing and responding to Trustpilot and Feefo reviews in real time with multilingual sentiment and text analytics.
• CSAT Surveys Multi-channel customer satisfaction survey solution providing real-time Voice of the Customer insight with multilingual sentiment and text analytics.
• White-Label Customer Satisfaction Surveys White-label CSAT solution with simple integration, campaign management, self-care campaigns and on-demand reporting for channel partners and agencies.
• Dynamic FAQs Self-service FAQs application with contextual mapping, article management and integration with Live Chat and Email channels.
• White-Label FAQs Software Partner-ready FAQs solution that provides online self-service and contact deflection with white-label customisation options.
• SMS Customer Service Dedicated SMS channel for customer service with real-time monitoring, intelligent workflow and engagement options.
• Social Media Management Real-time social media monitoring and engagement across Facebook and Instagram with AI-powered replies and workflow automation.
• White-Label Social Media Management Partner-ready social media management solution with automation for identifying influencers and key mentions.
• WhatsApp for Business Channel integration for managing WhatsApp Business messages at scale through the DigiDesk platform.
• Live Chat Live chat solution with intelligent distribution, real-time KPIs, multi-session management and agent workplace integration.
• Email Management Email channel management with intelligent distribution, real-time KPIs, sentiment analysis and agent workplace tools.
• Inbound/Outbound Voice Voice channel with IVR, call queuing, skill-based routing, PCI compliant recording and dialler capabilities.
• Voice Services Voice connectivity including number provisioning, call routing, call recording storage and business continuity solutions.
• Queue Manager Voice queue management with advanced call back options, retain queue position and dynamic call back list capabilities.
• Secure PCI Payments PCI DSS certified payment solution for processing secure payments over the phone with DTMF suppression and real-time tracking.
• Outbound Dialler Outbound campaign management with progressive or preview dialler modes, intelligent distribution and real-time KPI tracking.
• Trustpilot Agency Solution White-label solution for agencies to offer multilingual Trustpilot review management with automated engagement options.
• White-Label Reputation Management Partner-ready white-label solution for monitoring and managing online reviews with real-time analysis and automated engagement.

Quantifiable outcome

• Comdata improved their client's management of Trustpilot reviews by over 75%

Named customers4 records

Segments3 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability9 records

Feature9 records

Partnerships

Three partnerships are on record, tiered core.

• TrustpilotcoreTechnology or IntegrationTrustpilot integration enables real-time monitoring, analysis and response to customer reviews across the DigiDesk platform. The integration supports multilingual reviews and includes automated response capabilities.
• WhatsAppcoreTechnology or IntegrationWhatsApp for Business integration enables businesses to communicate with customers through the WhatsApp channel, managed through DigiDesk's Agent Workplace with real-time monitoring and analytics.
• OpenAIcoreTechnology or IntegrationDigiDesk uses OpenAI's ChatGPT Enterprise service for automatic transcription and audio summaries of voice calls, providing speech analytics and near real-time text analytics.

Scale indicators5 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Talkdesk: Cloud CCaaS provider with AI-powered automation, speech analytics, quality management, and CX analytics — comparable mid-market targeting and product overlap with DigiDesk's AI suite.
• Twilio Flex: Programmable cloud contact centre platform with voice, SMS, WhatsApp, and AI capabilities — comparable cloud-native CCaaS architecture and developer-friendly APIs.
• Five9: Cloud contact centre platform with AI-powered bots, speech analytics, and quality monitoring — closest direct competitor in mid-market CCaaS, including AI Voice Bots and omnichannel routing.
• 8x8: Cloud contact centre and UCaaS provider offering voice, digital channels, AI-enhanced quality management, and analytics — comparable mid-market CCaaS positioning and channel strategy.

Broad incumbents

• Zendesk: Customer service / CX suite with messaging, voice, AI bots, quality monitoring, and CSAT — overlaps DigiDesk's digital channels, CSAT surveys, and AI bot products.
• HubSpot Service Hub: CRM platform with service hub including ticketing, live chat, CSAT surveys, and AI tools — competes for SMB and mid-market customer service budgets alongside DigiDesk's CSAT and digital modules.
• NICE CXone: Enterprise CCaaS suite with omnichannel routing, AI Quality Monitoring, real-time analytics, and compliance tooling — overlaps DigiDesk's full contact centre + AI quality monitoring footprint.
• Genesys: Large enterprise CCaaS vendor offering voice, digital channels, AI, and workforce engagement management — directly comparable product set to DigiDesk's unified contact centre platform, but at vastly greater scale.
• RingCentral Contact Center: UCaaS vendor with integrated cloud contact centre featuring voice, digital channels, AI quality, and analytics — competing for the same mid-market and enterprise CCaaS buyers.
• Vonage Contact Center (Vonage / Ericsson): Cloud communications platform with CCaaS APIs and omnichannel capabilities — comparable contact centre + digital messaging product mix to DigiDesk.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/Digi_Desk
• YouTubeyoutube.com/channel/UCgzTBUQUta2eR8uvd0oLQcQ
• LinkedInlinkedin.com/company/digidesk-platform
• Instagraminstagram.com/digi_deskv4

Compliance2 records

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 Digidesk