{"schemaVersion":1,"profileUrl":"https://nowen.ai/agents/capacity-com","markdownUrl":"https://nowen.ai/agents/capacity-com.md","jsonUrl":"https://nowen.ai/agents/capacity-com.json","name":"Capacity","website":"https://capacity.com","location":"University City, Missouri, USA","address":{"city":"University City","state":"Missouri","country":"USA"},"industry":"Customer Support","deliveryModel":"software","marketCategories":{"primary":{"name":"Customer Support Automation Software","url":"https://nowen.ai/category/customer-support-automation-software"},"others":[]},"status":{"trust":"unclaimed","text":"Unclaimed: compiled by Nowen from public sources, not reviewed by the company"},"updatedAt":"2026-11-07T23:20:25.702Z","summary":"Capacity helps contact centers and support teams automate interactions, guide agents, and improve service through connected AI capabilities.","description":"Capacity helps mid-market and enterprise contact centers and customer support teams reduce support costs, improve customer experiences, and enable employees to focus on complex work. Its AI capabilities connect organizational knowledge, systems, and workflows to automate routine inquiries, guide human agents, analyze interactions, and support proactive customer engagement across channels.","mission":"We help teams do their best work. We automate support for teams and customers using AI to enable faster, smarter and more impactful interactions.","directory":{"industryName":"Customer Support","agentCount":28,"indexable":true,"hubUrl":"https://nowen.ai/industry/customer-support"},"categoryDirectory":{"name":"Customer Support Automation Software","agentCount":46,"indexable":true,"url":"https://nowen.ai/category/customer-support-automation-software"},"aiReaderFamilies":["Perplexity","Amazon"],"boonFrontDoor":{"url":"https://boon.ai/agents/capacity-com","label":"Apply to Capacity's partner program through Boon","sub":"Your AI agent writes the proposal: who you are, the fit, and a first step."},"products":[{"name":"CX Automation Platform","anchor":"product-cx-automation-platform","type":"Platform","url":"https://capacity.com/platform/","summary":"Unify support automation, agent guidance and interaction analysis to deliver consistent customer experiences and improve support performance across channels.","description":"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.","pricing":{},"features":[{"name":"Unified CX operations","value":"Unify Support Tools Across Every Interaction","valueDescription":"Manage automation, agent assistance, interaction analysis and proactive outreach in one connected platform instead of coordinating separate tools."},{"name":"Contextual prompts and compliance alerts","value":"Guide Agents And Flag Risks In Real Time","valueDescription":"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."},{"name":"Interaction analysis and automated quality scoring","value":"Score Every Interaction Automatically","valueDescription":"Apply quality criteria across interactions instead of relying only on a small sample of manually reviewed conversations, and identify patterns for follow-up."},{"name":"Outbound campaign outreach","value":"Reach Customers Across Three Channels","valueDescription":"Run proactive SMS, voice and WhatsApp outreach from one platform and connect customer replies with support workflows."},{"name":"Campaign compliance and scheduling","value":"Enforce Consent And Sending Rules","valueDescription":"Apply channel-specific controls for opt-ins, opt-outs, sending windows, carrier registration and approved message templates."},{"name":"Chat knowledge answers and citations","value":"Deliver Cited Answers From Existing Knowledge","valueDescription":"Provide answers grounded in connected organizational content, with citations pointing to relevant sources, without requiring content migration."},{"name":"Guided chat conversations and system actions","value":"Complete Tasks Inside The Conversation","valueDescription":"Combine structured steps with natural conversation and perform supported actions in connected systems to help resolve requests within chat."},{"name":"Natural-language call handling","value":"Resolve Routine Calls Without Touch-Tone Menus","valueDescription":"Automate repetitive call types with conversational self-service, allowing live agents to focus on other work."},{"name":"Knowledge-grounded email replies","value":"Answer Emails With Company Knowledge","valueDescription":"Generate relevant replies from existing company information so customers receive answers aligned with support content."},{"name":"Shared knowledge orchestration","value":"Apply Consistent Knowledge Across Every Channel","valueDescription":"Connect existing knowledge once and use it across agents, workflows and channels. Source updates are reflected across the platform, helping provide current, consistent answers."},{"name":"Omnichannel AI agents","value":"Resolve Routine Inquiries Across Channels","valueDescription":"Provide automated support across voice, chat, SMS and email, using connected knowledge to answer routine customer inquiries."},{"name":"Real-time agent assistance","value":"Guide Agents During Live Conversations","valueDescription":"Give agents relevant answers and next steps during an interaction, helping them work with greater speed and consistency."},{"name":"Live audio capture and transcription","value":"Capture And Transcribe Conversations Live","valueDescription":"Turn live voice conversations into text as they happen, without requiring an existing call recording system, so transcription can support guidance, alerts and summaries."},{"name":"Automated interaction summaries and CRM updates","value":"Summarize Interactions And Update CRMs Automatically","valueDescription":"Create post-interaction summaries and send information to connected CRM systems automatically, reducing manual wrap-up and data entry."},{"name":"Customizable scorecards and insight categories","value":"Measure The Criteria That Matter","valueDescription":"Configure scorecards and insight categories around business requirements, teams and programs to identify relevant interaction patterns."},{"name":"Customer sentiment, satisfaction and effort insights","value":"Spot Friction And Measure Customer Experience","valueDescription":"Review sentiment, emotion and predicted satisfaction and effort to identify customer pain points and potential coaching needs across interactions."},{"name":"Campaign reply routing and voice conversations","value":"Route Replies Into Support Workflows","valueDescription":"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."},{"name":"Context-preserving escalation","value":"Transfer Full Context To Live Agents","valueDescription":"Give receiving agents conversation history and collected details so customers can continue with human support without repeating information."},{"name":"Payment data protection","value":"Protect Sensitive Payment Data Automatically","valueDescription":"Redact and encrypt sensitive payment data so cardholder information is not stored in plaintext across logs, transcripts or conversation records."},{"name":"Email classification and triage","value":"Classify And Route Incoming Emails","valueDescription":"Identify customer intent, reduce manual email sorting and reserve unresolved requests for the support team."},{"name":"Flexible email response controls","value":"Choose How Replies Reach Customers","valueDescription":"Keep responses internal, require human approval for drafts or enable automatic sending for approved answers."},{"name":"Enterprise integrations and workflow execution","value":"Connect Systems And Automate Workflows","valueDescription":"Use existing systems and integrations to exchange data, trigger actions and complete configured workflows across support experiences."},{"name":"Continuous learning","value":"Improve Automation And Agent Performance Over Time","valueDescription":"Use interaction insights to refine automation, inform agent guidance and identify improvement opportunities without relying solely on manual analysis."},{"name":"Intent and sentiment analysis","value":"Understand Customer Intent And Sentiment","valueDescription":"Use signals from conversations to help agents respond to customer needs and provide contextually relevant guidance."},{"name":"Interaction summaries and conversational queries","value":"Get Answers From Conversation Data","valueDescription":"Use summaries and plain-language queries to understand interactions, and jump to relevant moments to review specific signals and behaviors."},{"name":"Performance dashboards and channel reporting","value":"See Performance Across Every Channel","valueDescription":"Review contact drivers, agent performance and automation outcomes in dashboards covering support channels."},{"name":"Coaching and improvement feedback","value":"Turn Interaction Findings Into Improvements","valueDescription":"Use evidence from interactions to target coaching and identify opportunities to improve AI agents, knowledge and live guidance."},{"name":"Campaign scheduling and reporting","value":"Schedule Campaigns And Track Results","valueDescription":"Set outreach timing and review campaign progress and outcomes while keeping interaction records connected to customer contacts."},{"name":"Chat deployment and agent configuration","value":"Deploy And Configure Agents For Teams","valueDescription":"Make chat available through supported digital surfaces and tailor agents to different departments, purposes and knowledge scopes."},{"name":"Neural voice synthesis","value":"Deliver Natural Voice Experiences","valueDescription":"Choose neural voices and languages to provide natural-sounding calls for diverse caller populations."},{"name":"SMS compliance management","value":"Manage SMS Registration And Opt-Outs","valueDescription":"Use carrier registration support and automatic opt-out handling to manage messaging requirements across lines."},{"name":"Live text conversation monitoring","value":"Monitor And Take Over Live Threads","valueDescription":"Observe active AI conversations and step in when needed, with control transferring to staff."},{"name":"Cross-channel conversation continuity","value":"Continue Conversations Across Channels","valueDescription":"Preserve interaction context when customers change channels and keep text conversations together with other channel activity on a shared contact record."},{"name":"AI decision transparency and governance","value":"Track AI Decisions And Support Governance","valueDescription":"Review AI activity and knowledge use through interaction records, audit trails, compliance reporting and role-based access."},{"name":"CCaaS integrations and low-code setup","value":"Connect And Configure Agent Assist","valueDescription":"Use pre-built integrations and configurable tools to set up agent assistance alongside existing contact center systems."},{"name":"Voice quality scoring and caller authentication","value":"Score Calls And Authenticate Callers","valueDescription":"Evaluate voice interactions automatically and support caller authentication as part of inbound call handling."},{"name":"Email workflow triggers","value":"Trigger Follow-Up Workflows Automatically","valueDescription":"Create cases, update CRM records and send notifications after an email request is resolved."},{"name":"Fast deployment","value":"Launch CX Automation In Weeks","valueDescription":"Start with a pre-trained CX AI foundation and existing interaction data and documentation rather than beginning from scratch."},{"name":"Proactive visitor engagement","value":"Prompt Visitors To Start A Conversation","valueDescription":"Show proactive messages that make the chat agent visible to website visitors and encourage engagement."},{"name":"Sensitive data redirection","value":"Direct Sensitive Data To Secure Forms","valueDescription":"Guide customers to a secure web form when sensitive payment or health information is involved instead of collecting it in an SMS thread."}],"marketCategories":[{"name":"Customer Support Automation Software","url":"https://nowen.ai/category/customer-support-automation-software"}]},{"name":"AI Analytics & Insights","anchor":"product-ai-analytics-and-insights","type":"Product","url":"https://capacity.com/analytics/","summary":"Turn support interaction data into timely insights that help teams improve automation, agent performance and customer experience.","description":"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.","pricing":{},"features":[{"name":"Natural-language analytics assistant","value":"Ask Questions And Get Visual Answers","valueDescription":"Get answers from interaction data without manually building reports, and view results as charts, dashboards or presentations."},{"name":"Interaction and automation analytics","value":"Understand Interactions And Automation Outcomes","valueDescription":"Review engagement measures, conversation logs, escalations and customer behavior to assess support performance and identify opportunities to refine automated responses."},{"name":"Real-time multilingual sentiment analysis","value":"Detect Emotions And Identify Friction","valueDescription":"Track customer emotions across text and voice interactions to identify friction points and surface agent coaching opportunities."},{"name":"Live dashboards","value":"Monitor Support Performance In Real Time","valueDescription":"View current support metrics and share live views of the measures that matter to your team."},{"name":"Support performance measurement","value":"Measure Deflection And Agent Effectiveness","valueDescription":"See how automation affects live-agent escalations and evaluate agent-assist response accuracy, resolution speed and knowledge-base effectiveness."},{"name":"Predictive demand forecasting","value":"Forecast Ticket Volume And Staffing Needs","valueDescription":"Use historical trends to anticipate support demand and staffing requirements, helping teams plan ahead."},{"name":"AI recommendations and workflow optimization","value":"Improve Automation And Optimize Workflows","valueDescription":"Apply analytics-based recommendations to improve chatbot accuracy and automation coverage, and identify workflow bottlenecks."},{"name":"Customizable enterprise reporting","value":"Customize And Share Reports Securely","valueDescription":"Focus reports on specific interactions, dates or trends, export them in multiple formats and manage stakeholder access."},{"name":"Enterprise integrations and access controls","value":"Connect Systems And Control Data Access","valueDescription":"Integrate analytics with enterprise tools and manage access to insights through role-based permissions."},{"name":"Scheduled report delivery","value":"Deliver Insights On A Schedule","valueDescription":"Send recurring analytics insights to stakeholders’ inboxes on a weekly or monthly cadence."}]},{"name":"Helpdesk","anchor":"product-helpdesk","type":"Product","url":"https://capacity.com/helpdesk/","summary":"Resolve tickets faster, reduce repetitive work and keep support teams organized with AI, flexible ticket workflows and operational visibility.","description":"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.","pricing":{},"features":[{"name":"Knowledge capture and reuse","value":"Reuse Answers To Deflect Repeat Questions","valueDescription":"Build and improve support knowledge from ticket responses, then use it to help the Virtual Agent answer similar questions in the future."},{"name":"AI response drafting and automation","value":"Draft And Automate Ticket Replies","valueDescription":"Choose an AI-assisted review process with Copilot or let Autopilot respond automatically using answers informed by the knowledge base."},{"name":"Ticket automations and notifications","value":"Trigger Notifications And Workflows","valueDescription":"Respond to ticket creation, updates, customer replies and missed timing targets with notifications, emails or workflow actions."},{"name":"Customizable Kanban boards","value":"Track Tickets Across Custom Stages","valueDescription":"Organize tickets around each project’s workflow, move them between stages and preview ticket details from the board."},{"name":"SLA tracking","value":"Track Response And Resolution Commitments","valueDescription":"Monitor timing commitments across projects and priorities, from ticket assignment through customer response and resolution."},{"name":"Internal system integrations","value":"Connect Helpdesk With Internal Systems","valueDescription":"Bring data into Helpdesk or send Helpdesk data to connected internal systems through Capacity’s Developer Platform."},{"name":"Ticket views and watchers","value":"Share Views And Follow Ticket Updates","valueDescription":"Keep important inbox views accessible to individuals and teams, and follow tickets to stay up to date."},{"name":"Ticket actions and relationships","value":"Link, Merge And Act On Tickets","valueDescription":"Connect related tickets, combine similar requests and launch workflows from ticket activity."},{"name":"Configurable ticket fields","value":"Capture Required And Contextual Details","valueDescription":"Configure ticket fields to collect required information and organize dependent values."},{"name":"Ticket history and handoffs","value":"Review Ticket Changes And Handoffs","valueDescription":"See the steps and handoffs associated with a ticket to understand how it has progressed."},{"name":"Helpdesk analytics and data access","value":"Analyze And Export Helpdesk Data","valueDescription":"Review ticket and project performance, export data to CSV or connect Helpdesk data to external analytics tools through the API."},{"name":"Complex email question handling","value":"Handle Complex Multi-Question Emails","valueDescription":"Use AI to respond to complex inquiries and emails containing multiple questions, not only basic FAQs."},{"name":"Mobile ticket management","value":"Manage Tickets From Mobile Devices","valueDescription":"Access ticket handling on iOS and Android, with the Knowledge Base and Concierge available in the mobile experience."}]},{"name":"Developer Platform & Integrations","anchor":"product-developer-platform-and-integrations","type":"Platform","url":"https://capacity.com/ai-development-platform/","summary":"Connect existing systems, build custom integrations and apps, and make data-driven actions available across Capacity workflows and AI experiences.","description":"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.","pricing":{},"features":[{"name":"Pre-built integrations","value":"Connect Your Existing Business Systems","valueDescription":"Use a broad catalog of pre-built connections to link Capacity with the applications and systems your organization already uses."},{"name":"Custom API integrations","value":"Connect Custom And Homegrown Systems","valueDescription":"Extend Capacity beyond pre-built integrations by connecting custom applications and systems through APIs."},{"name":"Shared integration availability","value":"Reuse Integrations Across Capacity","valueDescription":"Make integrations available across Capacity agents, workflows and automations rather than setting them up separately for each use case."},{"name":"Low-code app builder","value":"Build Apps With Low-Code Tools","valueDescription":"Create apps for Capacity using low-code tools, including API connections, scripts and reusable conversations."},{"name":"API data exchange","value":"Exchange Data Across Supported APIs","valueDescription":"Connect endpoints using supported data formats to move information between Capacity and connected systems."},{"name":"Embedded API actions","value":"Use APIs In Conversations And Workflows","valueDescription":"Bring API calls into conversations and automated workflows so they can exchange data with connected systems as tasks are carried out."},{"name":"Access controls and security","value":"Control Access To Integrations And Apps","valueDescription":"Apply role-based access controls and cascading permissions, and use single sign-on to manage access."},{"name":"App publishing and access","value":"Publish Shared Or Private Apps","valueDescription":"Choose whether an app is available to Capacity users through the Global App Center or privately to a specific team."},{"name":"Integration management actions","value":"Manage Files In Bulk","valueDescription":"Use duplication, bulk downloads and pagination to manage files in the platform."}]}],"audiences":[],"segments":[],"faq":[],"comparisons":[],"sources":[{"url":"https://capacity.com","text":"Capacity"},{"url":"https://capacity.com/platform/","text":"CX Automation Platform"},{"url":"https://capacity.com/analytics/","text":"AI Analytics & Insights"},{"url":"https://capacity.com/helpdesk/","text":"Helpdesk"},{"url":"https://capacity.com/ai-development-platform/","text":"Developer Platform & Integrations"}]}