Capacity
Capacity automates contact center support across chat, voice, SMS, and email from one shared knowledge layer.
Founded
2017Capacity automates contact center support across chat, voice, SMS, and email from one shared knowledge layer.
Capacity positions itself against contact centers that stitch together four or five disconnected AI vendors, arguing that a single shared knowledge layer lets one knowledge update propagate to every channel without per-channel retraining. Its automated quality assurance evaluates every interaction rather than a manually sampled subset.
Fifteen acquisitions supplied capabilities a rival would otherwise have to build: voice from Verbio, LumenVox, SmartAction and CereProc, quality assurance from Call Criteria, analytics from Creovai and Lang.ai, messaging from Textel and Denim Social, enterprise search from Lucy, expertise discovery from Starmind, and scheduling from YouCanBookMe. Capacity also reported profitability in 2025, which is uncommon at its growth rate.
Source: capacity.com
Capacity frames its market as consolidating. The company argues that after years of experimenting with multiple point solutions, enterprises have become more selective about where they spend AI budgets and want to collapse their stacks onto one platform that delivers measurable return.
Capacity states it will spend Series E proceeds on research and development across AI agents, automation and enterprise knowledge orchestration, on go-to-market and customer success, on partnerships and platform integrations, and on continued international expansion. Acquisitions in Barcelona, Zurich and Edinburgh already carry that international footprint.
Source: prnewswire.com
Capacity prices by quote rather than by published rate card. Its pricing page lists no price and funnels buyers to a demo request, and G2 records a single pricing edition available on request, which indicates a sales-led enterprise motion rather than self-serve signup.
Where Capacity does describe a unit of consumption it meters usage rather than seats: the pricing page states that email and SMS agents are priced per hour of agent time. An ROI calculator serves as the primary pre-sales conversion asset on the site.
Source: capacity.com
Capacity sells a unified customer experience automation platform for contact centers, built on an AI knowledge orchestration layer that ingests documents, applications and databases once so that every channel and workflow reads from the same source.
The platform spans omnichannel AI agents for chat, voice, SMS and email, real-time assist for human agents, automated quality scoring and conversation intelligence, and outbound SMS, voice and WhatsApp campaigns. Capacity states the platform connects through more than 250 integrations and claims GDPR, HIPAA and SOC 2 compliance.
Source: capacity.com