Capacity
Procurement partnerAbout
Capacity is a unified CX automation platform for contact centers that connects knowledge, data, and systems into one AI layer powering AI agents, real-time agent assist, auto QA, and outbound campaigns. The platform supports customer interactions across voice, chat, SMS, email, and web channels using agentic and generative AI. Founded in 2017 by David Karandish and Chris Sims, Capacity serves over 20,000 organizations and has automated more than 36.3 billion interactions.
Details
VenSearch Intelligence
Ideal Customer
- Capacity is purpose-built for mid-market and enterprise contact centers, typically organizations running 50 to 500 or more agents.
- Its self-described ideal seat range is 50–1,000+ agents, and it targets companies responsible for CX outcomes that are under pressure to reduce costs without sacrificing service quality.
Key Differentiators
- Capacity's primary differentiator is its unified AI Knowledge Orchestration Layer — a 'train once, deploy everywhere' architecture that powers virtual agents, real-time agent assist, outbound campaigns, and post-interaction QA from a single platform, eliminating the need for 4–5 disconnected AI point solutions.
- Unlike voice-only vendors (e.g., Replicant, PolyAI) or broad CCaaS suites (e.g., Genesys, NICE), Capacity is purpose-built for contact centers that want AI agents, agent assist, Auto QA, and conversation intelligence on one shared knowledge layer.
Industries Served
- Capacity serves a wide range of industries with particular depth in healthcare, financial services (banking, credit unions, and mortgage), insurance, retail and e-commerce, education, software and technology, media and entertainment, automotive, and government.
- The platform explicitly offers HIPAA-compliant AI support for healthcare automation — including patient scheduling and billing — and has specific vertical pages and case studies for banking, insurance, and mortgage.
Service Coverage
- Capacity operates primarily in the United States, headquartered in St. Louis, Missouri, but serves a global customer base.
- The platform is used by over 20,000 organizations worldwide, including major brands such as Disney, NVIDIA, the US Army, American Express, Nike, Sony, and Choice Hotels, reflecting broad North American reach with international presence.
Partnerships
- Capacity offers a formal Partner Program for resellers, integrators, and consultants and supports API, calendar, indexed, and interface integration types across its 250+ pre-built integration library.
- Key technology integrations include Salesforce (including Salesforce Service Cloud and Live Agent), Zendesk, HubSpot, Slack, Microsoft Teams, Google Workspace, Zapier, and RSS, among many others.
Company Size & Ownership
- Capacity was founded in 2017 by David Karandish and Chris Sims and is part of the Equity.com incubator.
- Employee counts vary across sources — PitchBook reports approximately 154 employees as of 2025, while Tracxn cited 706 as of May 2026 (likely reflecting a broader combined entity count post-acquisitions), with the company itself citing over 300 team members after its 10th and 11th acquisitions.
Compliance & Certifications
- Capacity holds SOC 2 Type II certification and is compliant with HIPAA, GDPR, CCPA, FERPA, and GLBA.
- Data is protected using AES-256 encryption at rest and TLS 1.2+ for data in transit, and the platform is hosted on AWS infrastructure.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
41 offerings250+ Pre-Built Integrations
A library of over 250 pre-built integrations that connect the Capacity platform to CRMs, helpdesks, collaboration tools, and other systems of record including Salesforce, Zendesk, HubSpot, Slack, Microsoft Teams, and Google Workspace. Integrations include API, calendar, indexed, and interface connection types. Custom APIs are also available for unique business needs.
Advanced Call & Screen Recording
A call and screen recording tool that captures agent interactions for quality monitoring, coaching, and compliance purposes. It is part of the Agent Assist suite and helps supervisors review and improve agent performance.
Agent Coaching
An AI-powered coaching tool that guides contact center agents with suggested responses and information pulled directly from the knowledge base during live interactions. It ensures accurate issue resolution and a consistent customer experience regardless of which agent handles the case. Answers are continuously stored in the knowledge base so the team improves over time.
AI Agents
Omnichannel AI agents that resolve routine customer inquiries across voice, chat, SMS, email, and web around the clock. The agents are built on real interaction data and deliver consistent answers across all channels using the shared AI Knowledge Orchestration Layer. They can reason across multiple steps, make decisions, trigger workflows, and hand off to human agents when needed.
AI Automations
A tool for building and deploying automated workflows powered by AI that reduce manual work across support operations. It is listed under the Automate Processes suite and allows teams to create automatic workflows that improve efficiency.
AI CSAT
An AI-powered customer satisfaction scoring tool that captures CSAT signals automatically after every interaction without requiring manual surveys. It provides continuous measurement of customer satisfaction across all support channels and feeds insights into the platform's learning loop.
AI Knowledge Orchestration
A foundational AI layer that connects an organization's knowledge, data, and systems into one source of truth powering every agent and workflow. Users train the system once and updates automatically feed AI agents, workflows, and human agent guidance across all channels. It uses large language models, retrieval-augmented generation, and the organization's own data to generate accurate, context-aware responses.
AI Workflows
A workflow automation product that enables teams to build and manage multi-step automated processes triggered by customer interactions or system events. It is part of the Automate Processes suite within the Capacity platform.
Analytics
An analytics product that turns customer conversations into insights and tracks support performance across all channels. It is part of the Automate Processes suite and feeds data back into the platform's continuous improvement loop.
Answer Engine
A product listed under the Reduce Handle Time category that provides agents and customers with direct answers to inquiries. It is part of the Capacity platform's suite of tools designed to decrease the time spent resolving support tickets.
Auto QA
An automated quality assurance tool that evaluates 100% of customer interactions using the AI Knowledge Orchestration Layer, eliminating the need for manual call sampling. It automatically scores interactions, identifies trends and coaching opportunities, and continuously improves over time. It draws on the knowledge layer to assess answer accuracy and agent performance across all channels.
Call Progress Analysis
A call progress analysis tool that detects answering machines and other call states to enable intelligent routing to available agents or voicemail delivery. It is listed under the Increase Conversions product suite and works alongside speech recognition technology.
Chat AI Agent
An AI agent that handles customer interactions via chat channels, resolving inquiries using context-aware responses drawn from the AI Knowledge Orchestration Layer. It personalizes and streamlines customer interactions and operates continuously without human intervention for routine requests.
Cobrowse
A co-browsing tool that allows agents to view or interact with a customer's browser session in real time to assist with support issues. It is listed as part of the platform's Reduce Handle Time product suite.
Contact Center Authentication / Speech Authentication
A voice biometrics authentication solution that uses the physical and behavioral patterns of a customer's speech to create a unique voiceprint for identity verification. All future calls from the same customer are measured against their stored voiceprint, streamlining the authentication process and reducing the need for agents to ask security questions. It is designed to reduce call handle time and improve the customer experience in contact centers.
Conversation Intelligence
A post-interaction analytics tool that automatically generates interaction summaries, runs AI-powered quality assessments, and captures CSAT signals after every conversation. It identifies trends, risks, and coaching opportunities automatically and feeds insights back into the platform to improve both virtual and human agent performance. It eliminates manual QA and post-call wrap-up work.
CRM
A CRM capability within the Capacity platform that syncs contact data, logs call attempts, and triggers follow-up campaigns directly from customer records. It integrates with external CRMs like Salesforce and is listed under the Increase Conversions product suite.
CSAT Scoring
An automated customer satisfaction scoring tool that measures customer satisfaction signals from interactions and provides ongoing visibility into support quality. It is listed under the Automate Processes suite within the Capacity platform.
CX Automation Platform
A unified platform that replaces fragmented AI point solutions by connecting knowledge, systems, and teams into one central AI layer. It powers virtual agents, real-time agent guidance, post-interaction QA, and outbound campaigns from a single interface. The platform is designed for mid-market and enterprise contact centers and goes live in weeks using a pre-trained conversational AI foundation.
Dev Platform & APIs
An open API and developer platform that allows organizations to build custom integrations and extend Capacity's functionality to connect with proprietary or custom applications. It supports REST, XML, and SOAP endpoints and is listed as part of the Automate Processes suite.
Email AI Agent
An AI agent that automates customer support over email, resolving inquiries using knowledge drawn from the centralized AI Knowledge Orchestration Layer. It enables consistent, automated responses across email without requiring manual agent involvement for routine requests.
Helpdesk
A helpdesk product included in the Capacity platform suite that enables support teams to manage and resolve customer tickets. It is part of the tools designed to reduce handle time and streamline agent workflows.
Interaction Summaries
An automated post-interaction tool that generates summaries of customer conversations, reducing the time agents spend on manual wrap-up after each call or chat. Summaries are generated automatically and feed into the platform's analytics and continuous improvement loop.
Knowledge Base
A centralized knowledge management tool that stores answers, documentation, and support content used to power AI agents and guide human agents. It is continuously updated as new answers are stored, making the team smarter over time with each interaction.
LiveChat
A live chat product that connects customers with human agents in real time, included as part of the Capacity platform's Reduce Handle Time suite. It works alongside AI agents to provide a hybrid human and AI support experience.
LumenVox by Capacity / Speech Recognition for Call QA
A high-accuracy speech recognition and IVR technology product that reduces call times, detects answering machines via Call Progress Analysis, and enables intelligent routing to available agents or voicemail delivery. Accurate speech recognition helps contact centers drive down operating costs, optimize agent efficiency, and improve ROI. It is presented as LumenVox by Capacity.
Payments
A payments capability within the Capacity platform that allows AI agents to process or facilitate payment transactions during customer interactions. It is listed under the Increase Conversions product suite.
Quality Monitoring
A quality monitoring tool that tracks and evaluates agent interactions to ensure service standards are maintained across the contact center. It is part of the platform's Reduce Handle Time and analytics suite.
Real-Time Agent Assist
A tool that surfaces answers, customer context, sentiment analysis, conversation guidance, and next best actions to human agents during live customer interactions. It helps agents respond faster and more accurately without switching between tabs or systems. The feature also supports faster onboarding by guiding new agents with AI-powered suggestions during live calls.
Scheduling
An automated scheduling tool included in the Capacity platform's Increase Conversions suite that enables appointment booking and management within customer support workflows. It can be used by AI agents to schedule appointments without human agent involvement.
Sites & Articles
A content and knowledge publishing tool that allows organizations to create and manage support sites and articles accessible to customers and agents. It is listed as part of the Capacity platform's product suite for reducing handle time.
SMS AI Agent
An AI agent that handles customer interactions via SMS, providing context-aware automated responses to resolve inquiries without human agent involvement. It draws from the same AI Knowledge Orchestration Layer as other channels to deliver consistent answers.
SMS Campaigns
An outbound SMS campaign tool that automates compliant text message outreach to customers at scale within the same platform as inbound support. Campaigns run on the same AI Knowledge Orchestration Layer as inbound channels for consistent messaging. It can be triggered directly from a CRM via API.
Social AI Agent
An AI agent that handles customer interactions via social media channels, automating responses and resolving inquiries using the platform's centralized knowledge layer for consistent cross-channel support.
Surveys
An automated survey tool within the Capacity platform that collects customer feedback after interactions as part of the Increase Conversions product suite. It enables organizations to gather structured feedback at scale.
Text to Speech
A neural text-to-speech tool that converts written text into natural-sounding spoken audio for use in voice AI agents and outbound voice campaigns. The platform offers over 100 voices across 30 languages, including premium feature voices.
Transcription
An automated transcription tool that converts voice interactions into text in real time, supporting agent assist, quality monitoring, and conversation intelligence workflows. It is part of the Agent Assist suite within the Capacity platform.
Voice AI Agent
An AI agent that handles inbound customer interactions over voice channels, resolving routine inquiries and routing complex issues to human agents. It uses neural text-to-speech and high-definition speech recognition to deliver natural-sounding interactions and accurate transcriptions.
Voice Campaigns
An outbound voice campaign tool that uses AI agents to conduct automated outbound calls that can detect call screening by Apple and Google AI gatekeepers, protect compliance disclosures using Smart Payload Timing, and route answered calls into guided AI agent conversations. The platform manages dialing, scheduling, and retry logic natively with no third-party dialer required. It enforces timezone-aware call windows, DNC opt-out management, and logs all call attempts automatically.
Web AI Agent
An AI agent deployed on web channels to handle customer inquiries and support interactions directly on a company's website. It resolves routine contacts and provides self-service options using the platform's shared knowledge layer.
WhatsApp Campaigns
An outbound campaign tool that enables automated customer outreach via WhatsApp at scale to drive conversions and build customer loyalty. It runs on the same platform as other outbound and inbound channels for consistent messaging and knowledge.
Considering Capacity?
Our team will work with you to determine if Capacity is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.