Capacity

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.

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

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

• Customer experience automation
• AI customer support
• Contact center AI
• Conversational AI agents
• Agent assist software

Headquarters

HQ city

Saint Louis

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations, Infrastructure

Revenue model

1. 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.
2. Annual Recurring Revenue: Company generates recurring revenue through subscription contracts. Surpassed $100M ARR milestone in 2026.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels5 records

Core 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

Named customers19 records

Segments7 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration65 records

AI capability13 records

Feature10 records

Partnerships

Ten partnerships are on record, tiered core.

• Etech Global ServicescoreStrategic or Co-development Partner · 22 June 2026Strategic 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)coreTechnology or IntegrationAcquired 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)coreTechnology or IntegrationAcquired 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)coreTechnology or IntegrationAcquired 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)coreTechnology or IntegrationAcquired 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)coreTechnology or IntegrationAcquired 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)coreTechnology or IntegrationAcquired July 2024, CereProc is based in Edinburgh, UK, and specializes in speech synthesis technology, expanding Capacity's voice AI capabilities.
• SmartAction (acquired)coreTechnology or IntegrationAcquired July 2024, SmartAction provides AI virtual agents through its NOVA platform in Fort Worth, Texas, strengthening Capacity's AI agent offerings.
• YouCanBookMe (acquired)coreTechnology or IntegrationAcquired 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)coreTechnology or IntegrationAcquired 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

Direct 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

• Xx.com/capacityai
• Facebookfacebook.com/capacityai
• LinkedInlinkedin.com/company/teamcapacity
• Instagraminstagram.com/gocapacity

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Subsidiaries16 records

Funding overview

Funding rounds9 records

Investors13 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A14 records

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Capacity