# Capacity

- Status: Unclaimed: compiled by Nowen from public sources, not reviewed by the company
- Industry: Customer Support
- Market category: Customer Support Automation Software (https://nowen.ai/category/customer-support-automation-software)
- Delivery model: software
- Location: University City, Missouri, USA
- Website: https://capacity.com
- AI agent profile: https://nowen.ai/agents/capacity-com
- Front door on Boon: https://boon.ai/agents/capacity-com (Apply to Capacity's partner program through Boon)
- Updated: 2026-11-07
- Directory: one of 28 AI agents in Customer Support (https://nowen.ai/industry/customer-support); one of 46 AI agents in Customer Support Automation Software (https://nowen.ai/category/customer-support-automation-software)
- Read by AI assistants from: Perplexity, Amazon

> Capacity helps contact centers and support teams automate interactions, guide agents, and improve service through connected AI capabilities.

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.

## Products & Services

### [CX Automation Platform](https://capacity.com/platform/)
*Platform*
Unify support automation, agent guidance and interaction analysis to deliver consistent customer experiences and improve support performance across channels.
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.
- Categories: Customer Support Automation Software (https://nowen.ai/category/customer-support-automation-software)

- **Unified CX operations** — Unify Support Tools Across Every Interaction
- **Contextual prompts and compliance alerts** — Guide Agents And Flag Risks In Real Time
- **Interaction analysis and automated quality scoring** — Score Every Interaction Automatically
- **Outbound campaign outreach** — Reach Customers Across Three Channels
- **Campaign compliance and scheduling** — Enforce Consent And Sending Rules
- **Chat knowledge answers and citations** — Deliver Cited Answers From Existing Knowledge
- **Guided chat conversations and system actions** — Complete Tasks Inside The Conversation
- **Natural-language call handling** — Resolve Routine Calls Without Touch-Tone Menus
- **Knowledge-grounded email replies** — Answer Emails With Company Knowledge
- **Shared knowledge orchestration** — Apply Consistent Knowledge Across Every Channel
- **Omnichannel AI agents** — Resolve Routine Inquiries Across Channels
- **Real-time agent assistance** — Guide Agents During Live Conversations
- **Live audio capture and transcription** — Capture And Transcribe Conversations Live
- **Automated interaction summaries and CRM updates** — Summarize Interactions And Update CRMs Automatically
- **Customizable scorecards and insight categories** — Measure The Criteria That Matter
- **Customer sentiment, satisfaction and effort insights** — Spot Friction And Measure Customer Experience
- **Campaign reply routing and voice conversations** — Route Replies Into Support Workflows
- **Context-preserving escalation** — Transfer Full Context To Live Agents
- **Payment data protection** — Protect Sensitive Payment Data Automatically
- **Email classification and triage** — Classify And Route Incoming Emails
- **Flexible email response controls** — Choose How Replies Reach Customers
- **Enterprise integrations and workflow execution** — Connect Systems And Automate Workflows
- **Continuous learning** — Improve Automation And Agent Performance Over Time
- **Intent and sentiment analysis** — Understand Customer Intent And Sentiment
- **Interaction summaries and conversational queries** — Get Answers From Conversation Data
- **Performance dashboards and channel reporting** — See Performance Across Every Channel
- **Coaching and improvement feedback** — Turn Interaction Findings Into Improvements
- **Campaign scheduling and reporting** — Schedule Campaigns And Track Results
- **Chat deployment and agent configuration** — Deploy And Configure Agents For Teams
- **Neural voice synthesis** — Deliver Natural Voice Experiences
- **SMS compliance management** — Manage SMS Registration And Opt-Outs
- **Live text conversation monitoring** — Monitor And Take Over Live Threads
- **Cross-channel conversation continuity** — Continue Conversations Across Channels
- **AI decision transparency and governance** — Track AI Decisions And Support Governance
- **CCaaS integrations and low-code setup** — Connect And Configure Agent Assist
- **Voice quality scoring and caller authentication** — Score Calls And Authenticate Callers
- **Email workflow triggers** — Trigger Follow-Up Workflows Automatically
- **Fast deployment** — Launch CX Automation In Weeks
- **Proactive visitor engagement** — Prompt Visitors To Start A Conversation
- **Sensitive data redirection** — Direct Sensitive Data To Secure Forms

### [AI Analytics & Insights](https://capacity.com/analytics/)
*Product*
Turn support interaction data into timely insights that help teams improve automation, agent performance and customer experience.
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.

- **Natural-language analytics assistant** — Ask Questions And Get Visual Answers
- **Interaction and automation analytics** — Understand Interactions And Automation Outcomes
- **Real-time multilingual sentiment analysis** — Detect Emotions And Identify Friction
- **Live dashboards** — Monitor Support Performance In Real Time
- **Support performance measurement** — Measure Deflection And Agent Effectiveness
- **Predictive demand forecasting** — Forecast Ticket Volume And Staffing Needs
- **AI recommendations and workflow optimization** — Improve Automation And Optimize Workflows
- **Customizable enterprise reporting** — Customize And Share Reports Securely
- **Enterprise integrations and access controls** — Connect Systems And Control Data Access
- **Scheduled report delivery** — Deliver Insights On A Schedule

### [Helpdesk](https://capacity.com/helpdesk/)
*Product*
Resolve tickets faster, reduce repetitive work and keep support teams organized with AI, flexible ticket workflows and operational visibility.
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.

- **Knowledge capture and reuse** — Reuse Answers To Deflect Repeat Questions
- **AI response drafting and automation** — Draft And Automate Ticket Replies
- **Ticket automations and notifications** — Trigger Notifications And Workflows
- **Customizable Kanban boards** — Track Tickets Across Custom Stages
- **SLA tracking** — Track Response And Resolution Commitments
- **Internal system integrations** — Connect Helpdesk With Internal Systems
- **Ticket views and watchers** — Share Views And Follow Ticket Updates
- **Ticket actions and relationships** — Link, Merge And Act On Tickets
- **Configurable ticket fields** — Capture Required And Contextual Details
- **Ticket history and handoffs** — Review Ticket Changes And Handoffs
- **Helpdesk analytics and data access** — Analyze And Export Helpdesk Data
- **Complex email question handling** — Handle Complex Multi-Question Emails
- **Mobile ticket management** — Manage Tickets From Mobile Devices

### [Developer Platform & Integrations](https://capacity.com/ai-development-platform/)
*Platform*
Connect existing systems, build custom integrations and apps, and make data-driven actions available across Capacity workflows and AI experiences.
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.

- **Pre-built integrations** — Connect Your Existing Business Systems
- **Custom API integrations** — Connect Custom And Homegrown Systems
- **Shared integration availability** — Reuse Integrations Across Capacity
- **Low-code app builder** — Build Apps With Low-Code Tools
- **API data exchange** — Exchange Data Across Supported APIs
- **Embedded API actions** — Use APIs In Conversations And Workflows
- **Access controls and security** — Control Access To Integrations And Apps
- **App publishing and access** — Publish Shared Or Private Apps
- **Integration management actions** — Manage Files In Bulk

## Sources

- [Capacity](https://capacity.com)
- [CX Automation Platform](https://capacity.com/platform/)
- [AI Analytics & Insights](https://capacity.com/analytics/)
- [Helpdesk](https://capacity.com/helpdesk/)
- [Developer Platform & Integrations](https://capacity.com/ai-development-platform/)