Capacity

Unify support automation, agent guidance and interaction analysis to deliver consistent customer experiences and improve support performance across channels.

Turn support interaction data into timely insights that help teams improve automation, agent performance and customer experience.

Resolve tickets faster, reduce repetitive work and keep support teams organized with AI, flexible ticket workflows and operational visibility.

Connect existing systems, build custom integrations and apps, and make data-driven actions available across Capacity workflows and AI experiences.

CX Automation Platform

Capacity’s CX Automation Platform unifies AI agents, real-time agent guidance, interaction analysis and outbound engagement for contact centers. Its shared AI knowledge foundation connects organizational knowledge, systems and workflows so AI and human agents can draw from a consistent source across channels. The platform handles inbound inquiries, guides agents during live conversations, generates interaction summaries and quality assessments, and supports proactive outreach. It includes chat, voice, SMS and email agents; agent-assist capabilities; conversation intelligence and automated quality analysis; and outbound campaigns. Integrations connect it with existing systems, while insights from interactions feed a learning loop that improves automation and agent performance over time.

Category: Customer Support Automation Software

• Unify Support Tools Across Every Interaction
  Manage automation, agent assistance, interaction analysis and proactive outreach in one connected platform instead of coordinating separate tools.
• Guide Agents And Flag Risks In Real Time
  Provide timely prompts and checklists while notifying agents when configured keywords or risk terms appear, helping them follow processes and address potential compliance issues during the interaction.
• Score Every Interaction Automatically
  Apply quality criteria across interactions instead of relying only on a small sample of manually reviewed conversations, and identify patterns for follow-up.
• Reach Customers Across Three Channels
  Run proactive SMS, voice and WhatsApp outreach from one platform and connect customer replies with support workflows.
• Enforce Consent And Sending Rules
  Apply channel-specific controls for opt-ins, opt-outs, sending windows, carrier registration and approved message templates.
• Deliver Cited Answers From Existing Knowledge
  Provide answers grounded in connected organizational content, with citations pointing to relevant sources, without requiring content migration.
• Complete Tasks Inside The Conversation
  Combine structured steps with natural conversation and perform supported actions in connected systems to help resolve requests within chat.
• Resolve Routine Calls Without Touch-Tone Menus
  Automate repetitive call types with conversational self-service, allowing live agents to focus on other work.
• Answer Emails With Company Knowledge
  Generate relevant replies from existing company information so customers receive answers aligned with support content.
• Apply Consistent Knowledge Across Every Channel
  Connect existing knowledge once and use it across agents, workflows and channels. Source updates are reflected across the platform, helping provide current, consistent answers.
• Resolve Routine Inquiries Across Channels
  Provide automated support across voice, chat, SMS and email, using connected knowledge to answer routine customer inquiries.
• Guide Agents During Live Conversations
  Give agents relevant answers and next steps during an interaction, helping them work with greater speed and consistency.
• Capture And Transcribe Conversations Live
  Turn live voice conversations into text as they happen, without requiring an existing call recording system, so transcription can support guidance, alerts and summaries.
• Summarize Interactions And Update CRMs Automatically
  Create post-interaction summaries and send information to connected CRM systems automatically, reducing manual wrap-up and data entry.
• Measure The Criteria That Matter
  Configure scorecards and insight categories around business requirements, teams and programs to identify relevant interaction patterns.
• Spot Friction And Measure Customer Experience
  Review sentiment, emotion and predicted satisfaction and effort to identify customer pain points and potential coaching needs across interactions.
• Route Replies Into Support Workflows
  Direct customer responses to the appropriate AI agent or support team with relevant context, and use guided voice flows to gather information or complete tasks.
• Transfer Full Context To Live Agents
  Give receiving agents conversation history and collected details so customers can continue with human support without repeating information.
• Protect Sensitive Payment Data Automatically
  Redact and encrypt sensitive payment data so cardholder information is not stored in plaintext across logs, transcripts or conversation records.
• Classify And Route Incoming Emails
  Identify customer intent, reduce manual email sorting and reserve unresolved requests for the support team.
• Choose How Replies Reach Customers
  Keep responses internal, require human approval for drafts or enable automatic sending for approved answers.
• Connect Systems And Automate Workflows
  Use existing systems and integrations to exchange data, trigger actions and complete configured workflows across support experiences.
• Improve Automation And Agent Performance Over Time
  Use interaction insights to refine automation, inform agent guidance and identify improvement opportunities without relying solely on manual analysis.
• Understand Customer Intent And Sentiment
  Use signals from conversations to help agents respond to customer needs and provide contextually relevant guidance.
• Get Answers From Conversation Data
  Use summaries and plain-language queries to understand interactions, and jump to relevant moments to review specific signals and behaviors.
• See Performance Across Every Channel
  Review contact drivers, agent performance and automation outcomes in dashboards covering support channels.
• Turn Interaction Findings Into Improvements
  Use evidence from interactions to target coaching and identify opportunities to improve AI agents, knowledge and live guidance.
• Schedule Campaigns And Track Results
  Set outreach timing and review campaign progress and outcomes while keeping interaction records connected to customer contacts.
• Deploy And Configure Agents For Teams
  Make chat available through supported digital surfaces and tailor agents to different departments, purposes and knowledge scopes.
• Deliver Natural Voice Experiences
  Choose neural voices and languages to provide natural-sounding calls for diverse caller populations.
• Manage SMS Registration And Opt-Outs
  Use carrier registration support and automatic opt-out handling to manage messaging requirements across lines.
• Monitor And Take Over Live Threads
  Observe active AI conversations and step in when needed, with control transferring to staff.
• Continue Conversations Across Channels
  Preserve interaction context when customers change channels and keep text conversations together with other channel activity on a shared contact record.
• Track AI Decisions And Support Governance
  Review AI activity and knowledge use through interaction records, audit trails, compliance reporting and role-based access.
• Connect And Configure Agent Assist
  Use pre-built integrations and configurable tools to set up agent assistance alongside existing contact center systems.
• Score Calls And Authenticate Callers
  Evaluate voice interactions automatically and support caller authentication as part of inbound call handling.
• Trigger Follow-Up Workflows Automatically
  Create cases, update CRM records and send notifications after an email request is resolved.
• Launch CX Automation In Weeks
  Start with a pre-trained CX AI foundation and existing interaction data and documentation rather than beginning from scratch.
• Prompt Visitors To Start A Conversation
  Show proactive messages that make the chat agent visible to website visitors and encourage engagement.
• Direct Sensitive Data To Secure Forms
  Guide customers to a secure web form when sensitive payment or health information is involved instead of collecting it in an SMS thread.

AI Analytics & Insights

Capacity AI Analytics & Insights turns interaction data into real-time and predictive intelligence for support teams. It tracks chatbot, live chat, voice and ticket performance, with dashboards for engagement, deflection, containment, sentiment and agent-assist metrics. Users can query data in natural language, create and share dashboards, schedule reports, and use predictive analytics to forecast demand, optimize workflows and improve automation. Custom filters, data exports, role-based access and integrations with enterprise systems support reporting and operational analysis.

• Ask Questions And Get Visual Answers
  Get answers from interaction data without manually building reports, and view results as charts, dashboards or presentations.
• Understand Interactions And Automation Outcomes
  Review engagement measures, conversation logs, escalations and customer behavior to assess support performance and identify opportunities to refine automated responses.
• Detect Emotions And Identify Friction
  Track customer emotions across text and voice interactions to identify friction points and surface agent coaching opportunities.
• Monitor Support Performance In Real Time
  View current support metrics and share live views of the measures that matter to your team.
• Measure Deflection And Agent Effectiveness
  See how automation affects live-agent escalations and evaluate agent-assist response accuracy, resolution speed and knowledge-base effectiveness.
• Forecast Ticket Volume And Staffing Needs
  Use historical trends to anticipate support demand and staffing requirements, helping teams plan ahead.
• Improve Automation And Optimize Workflows
  Apply analytics-based recommendations to improve chatbot accuracy and automation coverage, and identify workflow bottlenecks.
• Customize And Share Reports Securely
  Focus reports on specific interactions, dates or trends, export them in multiple formats and manage stakeholder access.
• Connect Systems And Control Data Access
  Integrate analytics with enterprise tools and manage access to insights through role-based permissions.
• Deliver Insights On A Schedule
  Send recurring analytics insights to stakeholders’ inboxes on a weekly or monthly cadence.

Helpdesk

Capacity Helpdesk is an AI-powered ticketing platform that helps support teams resolve requests, manage workflows and organize work across projects. AI drafts responses from the knowledge base, can automate replies, and can turn agent responses into suggested knowledge for future inquiries. Teams can manage tickets with customizable Kanban boards, shared views, SLA tracking, automations, configurable fields, ticket history and analytics. Helpdesk also integrates with internal systems and supports a mobile app for handling tickets on the go.

• Reuse Answers To Deflect Repeat Questions
  Build and improve support knowledge from ticket responses, then use it to help the Virtual Agent answer similar questions in the future.
• Draft And Automate Ticket Replies
  Choose an AI-assisted review process with Copilot or let Autopilot respond automatically using answers informed by the knowledge base.
• Trigger Notifications And Workflows
  Respond to ticket creation, updates, customer replies and missed timing targets with notifications, emails or workflow actions.
• Track Tickets Across Custom Stages
  Organize tickets around each project’s workflow, move them between stages and preview ticket details from the board.
• Track Response And Resolution Commitments
  Monitor timing commitments across projects and priorities, from ticket assignment through customer response and resolution.
• Connect Helpdesk With Internal Systems
  Bring data into Helpdesk or send Helpdesk data to connected internal systems through Capacity’s Developer Platform.
• Share Views And Follow Ticket Updates
  Keep important inbox views accessible to individuals and teams, and follow tickets to stay up to date.
• Link, Merge And Act On Tickets
  Connect related tickets, combine similar requests and launch workflows from ticket activity.
• Capture Required And Contextual Details
  Configure ticket fields to collect required information and organize dependent values.
• Review Ticket Changes And Handoffs
  See the steps and handoffs associated with a ticket to understand how it has progressed.
• Analyze And Export Helpdesk Data
  Review ticket and project performance, export data to CSV or connect Helpdesk data to external analytics tools through the API.
• Handle Complex Multi-Question Emails
  Use AI to respond to complex inquiries and emails containing multiple questions, not only basic FAQs.
• Manage Tickets From Mobile Devices
  Access ticket handling on iOS and Android, with the Knowledge Base and Concierge available in the mobile experience.

Developer Platform & Integrations

Capacity’s Developer Platform and integrations connect Capacity to business applications, systems of record and custom systems. It combines low-code app development, APIs, scripts and more than 270 pre-built integrations. Teams can build and publish shared or private apps, exchange data through REST, SOAP and XML endpoints, and make integrations available across Capacity agents, workflows and automations.

• Connect Your Existing Business Systems
  Use a broad catalog of pre-built connections to link Capacity with the applications and systems your organization already uses.
• Connect Custom And Homegrown Systems
  Extend Capacity beyond pre-built integrations by connecting custom applications and systems through APIs.
• Reuse Integrations Across Capacity
  Make integrations available across Capacity agents, workflows and automations rather than setting them up separately for each use case.
• Build Apps With Low-Code Tools
  Create apps for Capacity using low-code tools, including API connections, scripts and reusable conversations.
• Exchange Data Across Supported APIs
  Connect endpoints using supported data formats to move information between Capacity and connected systems.
• Use APIs In Conversations And Workflows
  Bring API calls into conversations and automated workflows so they can exchange data with connected systems as tasks are carried out.
• Control Access To Integrations And Apps
  Apply role-based access controls and cascading permissions, and use single sign-on to manage access.
• Publish Shared Or Private Apps
  Choose whether an app is available to Capacity users through the Global App Center or privately to a specific team.
• Manage Files In Bulk
  Use duplication, bulk downloads and pagination to manage files in the platform.