Capacity
Unified AI platform for customer support — AI agents across every channel, orchestrated to automate, assist, analyze, and engage.
Key strengths
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Recent changes
- Plans updated: Three platform tiers (Core, Pro, Enterprise) with an annual platform subscription fee plus usage-based pricing for AI Agents (chat per response, voice per minute, email per response, SMS per message) and add-ons for integrations. Agent Assist and Conversation Intelligence priced per hour of agent time. Volume discounts available.
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Capacity — Technical Overview
Capacity is a unified CX automation platform founded in 2017 and headquartered in St. Louis, United States. It is architected around an AI Knowledge Orchestration Layer that powers consistent, context-aware answers across all supported channels — chat, voice, SMS, and email — from a single source of truth.
Key architectural highlights:
- Multi-channel AI Agents deployable across chat, voice, SMS, and email within one platform
- Agent Assist module that surfaces real-time guidance to live agents, priced per hour of agent time
- Conversation Intelligence with Auto QA that scores 100% of interactions automatically, also priced per hour of agent time
- Outbound automation for SMS and voice campaigns
- API available for custom integrations and extensibility
- 270+ pre-built integrations spanning CRMs, ticketing, cloud storage, telephony, and productivity suites (including Salesforce, ServiceNow, Zendesk, NICE, RingCentral, AWS Connect, Avaya, and more)
- HIPAA-compliant package available for healthcare deployments
Pricing model: Annual platform subscription across three tiers (Core, Pro, Enterprise), plus usage-based pricing for AI Agents (chat per response, voice per minute, email per response, SMS per message). Add-ons available for integrations. Volume discounts apply.
Target deployment: Mid-market to enterprise contact centers running 50 to 500+ agents across healthcare, retail, financial services, and insurance verticals.