Capacity's analytics family scores every support interaction, summarizes it and surfaces coaching and knowledge gaps.
Capacity groups automated quality assurance, conversation intelligence, AI CSAT, agent coaching and interaction summaries into one analytics surface. Instead of hand-reviewing a sample of calls, the system evaluates every interaction against quality criteria and produces summaries and wrap-up automatically.
It surfaces trends, risks and knowledge gaps and feeds them back into the knowledge layer, which Capacity describes as a closed learning loop improving both automated agents and human agent performance. The Call Criteria acquisition supplied the speech analytics and generative-AI quality automation behind this family.
| Attribute | Conversation Intelligence and Auto QA | Conversation Intelligence | |
|---|---|---|---|
| Provider |  |  | |
| Founded | 2017 | 2012 | |
| Sells To | B2B, Enterprise, Small Business | Business, Enterprise | |
| Pricing Model | Recurring, Software, Subscription | Recurring Subscription | |
| Ownership | Private equity-backed, Venture-backed | Private |
Provider
Founded 2017
Sells To B2B, Enterprise, Small Business
Pricing Model Recurring, Software, Subscription
Ownership Private equity-backed, Venture-backed
Provider
Founded 2012
Sells To Business, Enterprise
Pricing Model Recurring Subscription
Ownership Private
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