Capacity
Capacity provides an AI-powered CX automation platform deploying virtual agents across chat, voice, SMS, and email channels. Serving 20,000+ organizations across retail, healthcare, financial services, and government — including 20% of the Fortune 50 — the platform unifies knowledge orchestration, agent assist, and post-interaction analytics.
- Company typePrivate
- Founded2017
- HeadquartersSaint Louis, United States
- Headcount101–250
- GTM typeB2B
- OfferingSoftware
What Capacity does
Capacity is a St. Louis-headquartered, privately held AI company that provides a unified customer-experience (CX) automation platform serving more than 20,000 organizations, including 20% of the Fortune 50. Its core product is an AI Knowledge Orchestration Layer that indexes enterprise knowledge and systems across more than 250 pre-built integrations, then applies that index to four channel-specific AI agents (Chat, Voice, SMS, Email), real-time agent-assist and agent-guidance tools for human agents, Auto QA, conversation intelligence, AI CSAT, and outbound SMS/Voice/WhatsApp campaigns. The platform is built on a proprietary AI stack encompassing ASR, TTS, NLU, LLM, and call progress analysis capabilities — augmented by acquired brands including CereProc (speech synthesis), LumenVox (voice biometrics), Creovai (real-time agent assist and auto QA), Starmind (expertise mapping), Lang.ai (CX analytics), and SmartAction (NOVA virtual-agent platform). Capacity holds SOC 2 Type II, GDPR, HIPAA, and PCI DSS Level 1 certifications, enabling deployments in regulated industries.
Capacity monetizes through subscription-based enterprise SaaS contracts with custom quote-based pricing and annual billing, sold primarily via a direct enterprise sales motion targeting organizations with 100+ contact center agents, supplemented by an implementation partner network (including Etech Global Services) and technology partnerships with CCaaS platforms such as RingCentral, NICE, Genesys, Five9, and Avaya. The customer base spans retail (3M, Disney, Nike, Sony, Kraft Heinz, DSW, Aveda), financial services (American Express), healthcare (SSM Health), education (Pearson, McGraw Hill), automotive (Valvoline, Titleist, AAA), government (US Army), and nonprofit (YMCA) segments. As of June 2026, Capacity reported $100 million in annual recurring revenue (grown from $5 million in roughly 3.5 years), EBITDA-positive operations, more than $135 million in total equity raised, and over 36 billion cumulative automated interactions processed.
Capacity firmographics
Firmographics- Name
- Capacity
- Legal name
- Capacity
- Website
- https://capacity.com
- Company type
- Private
- Founded year
- 2017
- Operating status
- Operating
- Headcount range
- 101–250 employees
- Short description
- Capacity provides an AI-powered CX automation platform deploying virtual agents across chat, voice, SMS, and email channels. Serving 20,000+ organizations across retail, healthcare, financial services, and government — including 20% of the Fortune 50 — the platform unifies knowledge orchestration, agent assist, and post-interaction analytics.
- Ownership category
- akta.pro rank
Capacity industry classification
Industry- Product category
- Customer Experience Automation Software
- NAICS
- Software Publishers (513210), Custom Computer Programming Services (541511)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373)
- akta.pro primary industry
- Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)
- akta.pro secondary industries
- AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO), End-to-End Enterprise AI Platforms (MLOps & Model Lifecycle Management) (HDAEANAA)
Keywords
Where Capacity is headquartered
LocationHeadquarters
- HQ city
- Saint Louis
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
Capacity business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Operations, Infrastructure
Revenue model
- SaaS Platform Subscription: Subscription-based pricing model for access to the AI-powered support automation platform, including AI agents, agent assist, analytics, and outbound capabilities. Revenue derived from annual or multi-year contracts with enterprise customers.
- Annual Recurring Revenue: Company generates recurring revenue through subscription contracts. Surpassed $100M ARR milestone in 2026.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Enterprise pricing with custom quote |
Go-to-market motion3 records
Distribution channels3 records
Marketing channels5 records
Capacity product offering
Product offeringCore offering
Capacity sells an enterprise SaaS platform that automates customer support and business workflows through AI agents across chat, voice, SMS, and email channels, powered by an AI Knowledge Orchestration Layer. The platform combines virtual AI agents, real-time agent assist for human agents, automated quality assurance, conversation intelligence analytics, and outbound engagement campaigns into a single unified system that integrates with enterprise knowledge bases, CRMs, and contact center systems.
Product overview
Capacity is a unified CX Automation Platform (platform-plus-modules architecture) that replaces fragmented AI point solutions with a single intelligent platform connecting knowledge, systems, and teams. The core platform is built on an AI Knowledge Orchestration Layer that powers four AI Agent channels (Chat, Voice, SMS, Email), Real-time Agent Assist and Agent Guidance for human agents, and analytics tools (Auto QA, Conversation Intelligence, AI CSAT, AI Analytics Assistant). The portfolio includes acquired brands: Creovai (real-time agent assist and automated QA), Starmind (AI expertise-mapping), Lang.ai (AI analytics), DevRefactory (omnichannel CX), YouCanBookMe (scheduling), Textel (SMS), CereProc (speech synthesis), SmartAction (AI virtual agents), Call Criteria (speech analytics), Verbio Technologies (voice AI), KLaunch (conversational AI), Denim Social, Envision/Click2Coach, Linc, Lucy, LumenVox, and SmartBot360. Outbound engagement includes SMS, Voice, and WhatsApp Campaigns. Supporting modules cover CRM, scheduling, surveys, payments, quality monitoring, cobrowse, helpdesk, live chat, knowledge base, builder agents, and a Developer Platform with 270+ integrations. The platform serves 20,000+ organizations across contact centers, customer support, HR & Ops, IT Support, and Sales & Marketing teams.
Differentiator
Problem solved
Functional benefit
Brands
- Creovai by Capacity: Real-time agent assist and automated quality assurance solutions for contact centers
- Starmind by Capacity
- Lang.ai by Capacity
- Verbio by Capacity
- KLaunch by Capacity
- Lucy by Capacity
- LumenVox by Capacity
Products and services
- AI Knowledge Orchestration Foundational AI layer that connects enterprise knowledge, data, and systems once and applies them across AI agents, agent assist, QA, conversational intelligence, and outbound automation for enterprise contact centers and customer support organizations.
- Chat AI Agent AI-powered virtual chat agent for websites, intranets, Microsoft Teams, or Slack that answers customer questions, takes action on behalf of customers, and escalates to live agents when needed for enterprise customer support and contact center use cases.
- Voice AI Agent Conversational voice AI agent that replaces touch-tone IVR menus, understands natural speech, and resolves routine inquiries end-to-end without live agents, with neural voices across 100+ voices and 30+ languages for enterprise contact centers.
- SMS AI Agent Two-way conversational AI agent for SMS text messaging that answers questions, books appointments, creates tickets, and escalates to live agents with full context, including compliance management for 10DLC, toll-free, and short-code registration.
- Email AI Agent AI agent that reads customer emails and responds with tailored answers pulled from the company knowledge base, supporting both AI drafts for human review and fully automated sending for enterprise customer support teams.
- Real-time Agent Assist Real-time guidance for human contact center agents that surfaces automatic customer context, sentiment analysis, conversation guidance, and next best actions while customer interactions are happening.
- Auto QA Automated quality assurance solution that scores 100% of customer interactions automatically across channels, replacing manual spot-checking and identifying performance gaps and coaching opportunities for enterprise contact centers.
- Conversation Intelligence Interaction insights capability that identifies trends, risks, and coaching opportunities automatically, generates interaction summaries, and captures CSAT signals after every conversation for enterprise customer support leaders.
- AI Analytics Assistant Natural language query tool for CX analytics that lets customer experience leaders query interaction data conversationally and instantly generate reports, charts, and presentation-ready visual insights drawing from transcripts, ticket metadata, workflow performance, and bot usage data.
- Developer Platform Custom development platform with 250+ pre-built connectors and open APIs for building custom integrations, automating processes, triggering workflows, and extending Capacity functionality across enterprise systems.
Quantifiable outcome
- Surpassed $100M ARR, grown from $5M in 3.5 years
- +5 more outcomes
Companies that use Capacity
Customer profileNamed customers19 records
Segments7 records
Ideal customer profiles2 records
Capacity technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration65 records
AI capability13 records
Feature10 records
Capacity partnerships and signals
Strategic signalPartnerships
Ten partnerships are on record, tiered core.
- Etech Global ServicescoreStrategic collaboration announced June 22, 2026, under which ETS Labs will deliver professional services to Capacity's enterprise clients deploying its post-call analytics platform. The partnership provides deployment, configuration, CRM and telephony integration, and ongoing managed services across healthcare, financial services, telecommunications, and technology sectors. Both companies will explore deeper integration to create a continuous feedback loop for performance management and customer satisfaction improvements.
- Starmind (acquired)coreAcquired March 31, 2026, Starmind brings expertise-mapping technology that identifies employees holding specific expertise within organizations, extending Capacity's platform beyond documented knowledge to include living human expertise. Starmind's customers include PepsiCo, Roche, and Accenture.
- Creovai (acquired)coreAcquired October 2025, Creovai provides real-time agent assist and automated quality assurance solutions, enhancing Capacity's conversational intelligence capabilities for contact centers. The acquisition allows Capacity to provide a unified platform optimizing both virtual and live agent interactions.
- Lang.ai (acquired)coreAcquired April 2026, Lang.ai specializes in AI analytics for customer experience data analysis, expanding Capacity's agentic AI capabilities within its support automation platform. Founder Jorge Penalva joined to lead AI analytics efforts.
- DevRefactory (acquired)coreAcquired April 2026, DevRefactory developed an omnichannel customer experience suite that expands Capacity's platform into revenue-related workflows. The acquisition supports Capacity's presence across financial services, healthcare, retail, insurance, and education sectors.
- KLaunch (acquired)coreAcquired September 2025, KLaunch is a conversational AI company specializing in government, healthcare, nonprofit, and entertainment sectors, enhancing Capacity's expertise and technology in these industries.
- CereProc (acquired)coreAcquired July 2024, CereProc is based in Edinburgh, UK, and specializes in speech synthesis technology, expanding Capacity's voice AI capabilities.
- SmartAction (acquired)coreAcquired July 2024, SmartAction provides AI virtual agents through its NOVA platform in Fort Worth, Texas, strengthening Capacity's AI agent offerings.
- YouCanBookMe (acquired)coreAcquired February 2024, YouCanBookMe provides scheduling automation technology, expanding Capacity's scheduling capabilities. YouCanBookMe was generating approximately $5 million in annual revenue at acquisition.
- Textel (acquired)coreAcquired January 2023, Textel is a cloud-based texting platform providing AI-powered SMS features, enhancing Capacity's customer service capabilities.
Scale indicators9 records
Recent moves6 records
Expansion highlights6 records
Capacity competitors and assessment
Company assessmentDirect peers
- Genesys: A leading cloud customer experience and contact center platform with deep AI agent, agent assist, and orchestration capabilities. Directly comparable to Capacity in target market (enterprise contact centers) and in offering an AI-augmented omnichannel CX stack, though Genesys operates at significantly larger scale as a CCaaS incumbent.
- NICE Ltd. Enterprise contact center software vendor offering CXone, real-time agent assist, and conversational AI. Comparable to Capacity in serving enterprise contact centers with AI-driven automation, analytics, and quality management, but at a much larger scale and as a public company.
- Five9: Cloud contact center as a service provider with growing AI agent and workflow automation capabilities. Competes with Capacity for enterprise CX budgets with an AI-augmented CCaaS offering, and is explicitly integrated as a partner of Capacity.
- Zendesk: Customer service and support platform with AI agents, ticketing, and knowledge management. Closely comparable to Capacity's customer support automation and AI agent capabilities, particularly for mid-market and enterprise support teams.
- Intercom: AI-first customer service platform featuring the Fin AI agent for chat, email, and support automation. Closely comparable to Capacity in autonomous AI agent technology and B2B SaaS customer support use cases.
- Freshworks (Freshdesk/Freshchat): Customer service and contact center software provider with Freddy AI for agent assist and automation. Comparable to Capacity's SMB-to-mid-market customer support automation offerings and AI agent technology.
Broad incumbents
- Salesforce (Service Cloud + Einstein): Dominant CRM and customer service cloud with embedded Einstein AI agents and Service Cloud capabilities. Competes broadly with Capacity in AI-augmented customer service, supported by far greater scale and existing enterprise footprint.
Emerging players
- Cresta: AI platform for contact centers providing real-time agent assist, coaching, and generative AI for customer interactions. Directly comparable to Capacity's Real-time Agent Assist and Conversation Intelligence products, focused on enterprise contact center deployments.
- Kore.ai: Enterprise conversational AI platform providing virtual agents, agent assist, and CX automation across voice and digital channels. Comparable to Capacity's AI agent stack with particular overlap in voice automation and contact center use cases.
- Yellow.ai: Enterprise-grade conversational AI platform with omnichannel AI agents for customer support and sales. Comparable to Capacity's AI Knowledge Orchestration Layer and Chat/Voice AI Agent capabilities, with a similar enterprise GTM motion.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat5 records
Key risks5 records
Key highlights7 records
Customer concentration
Capacity social profiles
Digital presenceCapacity compliance and trust
Trust signalCompliance4 records
Capacity financial estimates
Financial estimateRevenue estimate
Valuation estimate
Capacity leadership team
Management profileNumber of profiles
Profiles4 records
Capacity subsidiaries and ownership
Company hierarchySubsidiaries16 records
Capacity funding detail
Funding detailFunding overview
Funding rounds9 records
Investors13 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Capacity M&A and investment
M&A and investmentM&A14 records
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Capacity
What does Capacity do?
Capacity sells an enterprise SaaS platform that automates customer support and business workflows through AI agents across chat, voice, SMS, and email channels, powered by an AI Knowledge Orchestration Layer. The platform combines virtual AI agents, real-time agent assist for human agents, automated quality assurance, conversation intelligence analytics, and outbound engagement campaigns into a single unified system that integrates with enterprise knowledge bases, CRMs, and contact center systems.
Is Capacity a public or private company?
Capacity is a private company. It is classified as venture growth investor backed and is currently operating.
When was Capacity founded?
Capacity was founded in 2017. It employs 101 to 250 people.
Where is Capacity based?
Capacity is headquartered in Saint Louis, United States, in the North America region.
How does Capacity make money?
Two revenue lines are on record. SaaS Platform Subscription is the primary driver. The others are annual Recurring Revenue.
Who are Capacity's main competitors?
Direct peers on record are Genesys, NICE Ltd., Five9, Zendesk, Intercom and Freshworks (Freshdesk/Freshchat). Salesforce (Service Cloud + Einstein) is listed as a broad incumbent. Emerging players are Cresta, Kore.ai and Yellow.ai.
Does Capacity have an API?
Yes. Capacity provides a Developer Platform with 250+ pre-built connectors and open APIs for building custom integrations. The platform enables connecting to any enterprise system, triggering processes, and completing multi-step workflows end to end. An API is referenced for integration purposes (Capacity API, Capacity Cloud Drive API, Capacity KB Search API, Capacity QR Codes API, CapacityKV API). Custom API integrations are supported through REST, XML or SOAP endpoints. Developer documentation is at docs.verbio.com.
What industry is Capacity in?
Capacity's product category is Customer Experience Automation Software. Its primary akta.pro industry code is HDAAAFAL, Contact Center Speech AI (agent assist, IVR automation), with a secondary code of EDABACAO, AI & Automation in Customer Service (Chatbots, Agent Assist). Its NAICS code is 513210 and its SIC code is 7372.