Frequently asked questions

Lucidya's Call Analytics add-on analyzes voice interactions to detect recurring issues, measure agent tone, and identify satisfaction signals across calls. Combined with Custom Dashboards, contact center managers can track KPIs like average handling time, first contact resolution, and sentiment trends across their entire team in real time.

Lucidya Profiles builds unified 360-degree customer profiles by combining behavioral data, sentiment signals, demographic information, and interaction history. Research teams can segment audiences by any combination of these attributes, identify high-value customer groups, and uncover the motivations and preferences driving behavior in specific markets across the MENA region.

Lucidya's Social Listening and Media Monitoring tools track brand mentions, share of voice, sentiment scores, and campaign visibility across competitors simultaneously. Travel brands can see exactly how they compare to regional and global competitors on specific routes, destinations, or service categories, and identify gaps in their positioning before competitors exploit them.

Lucidya gives insurance marketing teams real-time insight into conversations around policies, premiums, and providers across social media and media channels. Teams can track how brand perception shifts in response to campaigns, identify emerging topics shaping buyer decisions, and optimize messaging based on actual sentiment data rather than assumptions about what policyholders care about.

Lucidya's Social Listening and Media Monitoring tools track competitor mentions, product launches, customer sentiment, and share of voice across Arabic and English channels simultaneously. Banking teams can benchmark their brand perception against regional and global competitors, identify gaps in their product positioning, and spot emerging customer needs that competitors are already addressing.

Lucidya Profiles builds unified guest profiles combining past interaction history, sentiment signals, behavioral patterns, and stated preferences. Hospitality teams can segment guests by dining preferences, stay frequency, spending patterns, or sentiment score, and use those segments to deliver personalized offers like menu recommendations, room upgrades, loyalty perks, or exclusive experience packages at the right moment in the guest journey.

Lucidya's Social Listening and Media Monitoring tools track competitor mentions, delivery-related sentiment, and share of voice across Arabic and English channels in real time. Logistics companies can see exactly how their delivery experience compares to regional and global competitors on specific metrics like speed, reliability, and customer communication, and identify the gaps that are driving customers to switch providers.

Lucidya combines targeted survey tools with social listening to give agencies a clear picture of public sentiment around proposed policies, services, or initiatives before they launch. Government research teams can track organic public conversations about policy topics, run structured surveys with specific citizen segments, and measure sentiment shifts in response to trial announcements, giving decision makers real evidence of public acceptance or resistance before committing to full rollout.

Lucidya AI Agent supports bi-directional integration with your existing systems of record through 6 native integrations and 100+ additional integrations through Lucidya's API and integration platform. It connects directly to CRMs, ticketing systems, billing platforms, and other enterprise tools to read data, write updates, and trigger actions within your existing infrastructure without creating data silos or requiring manual synchronization between systems.

Brandwatch is built primarily for English-speaking markets and requires significant customization to process Arabic content accurately. Lucidya is purpose-built for MENA with native Arabic NLP trained on 17 dialects, delivering 92% sentiment accuracy in Arabic out of the box. For brands operating in Saudi Arabia, UAE, and the wider Gulf, Lucidya provides significantly more accurate Arabic sentiment detection, deeper coverage of regional social media behavior, and compliance with local data regulations without the additional configuration cost that Brandwatch requires for Arabic markets.

Lucidya supports multilingual survey creation including Arabic and English, with automated translation capabilities that allow respondents to switch between languages instantly. Surveys can be configured to display in the respondent's preferred language automatically, making it straightforward for enterprises serving both Arabic and English-speaking customer segments across MENA markets to collect feedback in a single survey without building separate versions for each language.

Yes. Lucidya's competitive benchmarking feature tracks competitor coverage volume, sentiment, tone, and share of voice across the same 1,600+ sources simultaneously. PR and communications teams can see exactly how their brand is being portrayed relative to competitors in specific publications, time periods, or topic categories, and identify gaps in media presence or positioning that competitors are currently exploiting.

Yes. Lucidya's TV and Radio Monitoring add-on can be configured to track specific channels, keywords, time windows, and program segments, making it possible to capture brand or competitor mentions during government briefings, regulatory announcements, competitor advertising campaigns, or high-visibility news events. For government agencies and large enterprises in MENA where broadcast media remains a significant influence channel, this provides coverage that purely digital social listening tools cannot deliver.

Absolutely. OmniServe is built with enterprise-grade security. All plans include encrypted data transmission and storage. Growth and Enterprise plans add Single Sign-On (SSO) for secure authentication. Enterprise customers also receive our full Security & Compliance Pack, which includes SOC 2, ISO certifications, PDPL, and SDAIA compliance. We maintain strict data privacy standards, and your customer data is never shared or used for any purpose outside your account. For detailed security documentation, contact our team.

Basic and Professional plans include access to recent data within your active monitoring period. Enterprise plans unlock Historical Requests, giving you the ability to retrieve and analyze past conversations and trends, essential for year-over-year comparisons and long-term brand health analysis.