What Kapture CX does

Kapture CX is a Bengaluru-headquartered, AI-native enterprise SaaS company that sells a customer experience automation platform built around its proprietary AgentOS. AgentOS combines four integrated layers — Vitos (a no-code AI agent builder), Command (a human-in-the-loop oversight layer), Calibrate (an audit and quality-scoring layer), and Pulse (an intelligence and analytics layer) — with the stated goal of orchestrating AI agents across voice, chat, email, and social channels while preserving human oversight for high-stakes interactions. The platform also includes Self Serve 2.0 (launched August 2024, designed to resolve up to 90% of support tickets autonomously), an Agent Suite for ticketing and analytics, Kapture Insights for customer feedback and sentiment, an Employee Experience Platform, and 1,000+ pre-built integrations spanning CRM, communications, e-commerce, payments, logistics, and ERP systems.

The company targets mid-market and enterprise customers across five primary verticals: BFSI (banking, lending, insurance, payments, wealth management), Retail and e-commerce, Travel and hospitality, Digital Native businesses, and Energy and Utilities. Named logos include Meesho, Unilever, Jio, Cathay Pacific, LifeCell, Wow Skin Science, Namma Yatri, and Autopedia. Kapture claims 1,000+ enterprise customers across 60+ countries, with actively reported operations in five countries and a presence in South Asia (India) and Southeast Asia (Indonesia). Go-to-market is primarily direct enterprise field sales with a 'Request Demo' motion, supplemented by a partner/reseller program, Google Cloud Marketplace listing, G2 listing, and a May 2025 strategic alliance with PwC India focused on BFSI and retail implementation.

Revenue is generated via annual or multi-year SaaS subscriptions on a quote-based, tiered model with no publicly disclosed pricing. Kapture has raised approximately $8 million across two 2023 funding rounds ($4M Series A led by Cactus Venture Partners in July 2023 and $4M from India Alternatives in December 2023), with historical rounds between 2011 and 2023 from investors including Launchpad Accelerator and individual investor Mahesh K Joshi. The company holds ISO 27001, HIPAA, and GDPR compliance certifications and maintains a G2 High Performer designation and Gartner Peer Insights 'Most Loved' recognition.

Name

Kapture CX

Legal name

Kapture CX

Website

https://kapture.cx

Company type

Private

Founded year

2013

Operating status

Operating

Headcount range

251–500 employees

Short description

Kapture CX is an AI-native enterprise SaaS company based in Bengaluru that sells an agentic customer experience automation platform (AgentOS) to mid-market and enterprise customers in BFSI, retail, travel, digital native, and energy verticals, with 1,000+ enterprise customers across 60+ countries.

Ownership category

akta.pro rank

Product category

Customer Experience Software

NAICS

Software Publishers (5132), Software Publishers (513210)

SIC

Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO)

akta.pro secondary industries

AI Application Enablement Platforms (Copilot/Agent Frameworks, SDKs) (HDAEANAJ), Customer Experience (CX) & Service Excellence (EDABACAB), Customer Experience (CX) & Digital Experience (BPAHAEAC)

Keywords

• Customer experience platform
• AI support automation
• Omnichannel ticketing
• Contact center software
• Enterprise SaaS platform

Headquarters

HQ city

Bengaluru

HQ country

India

HQ region

Asia

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. SaaS Subscription Licenses: Annual or multi-year subscription-based licensing for the AI-powered CX platform, with tiered plans based on features and usage volume. The platform is sold as a full-stack solution covering ticketing, automation, analytics, voice, and chat on a single data spine.

Pricing tiers

Go-to-market motion1 record

Distribution channels5 records

Marketing channels9 records

Core offering

Kapture CX provides an AI-powered customer experience automation platform called AgentOS that combines AI agents with human intelligence for omnichannel customer support across voice, chat, email, and social channels. The platform enables enterprises to automate up to 90% of support tickets and serves BFSI, Retail, Travel, Digital Native, and Energy & Utilities sectors with 1,000+ pre-built integrations.

Product overview

Kapture CX is an AI-powered customer experience platform offering a unified platform-plus-modules architecture centered on AgentOS, an agentic operating system that brings AI agents and human intelligence together for concierge execution. AgentOS comprises four integrated layers: Vitos (Agent Builder) for building and deploying AI agents, Command (Human Layer) for defining human oversight and intervention points, Calibrate (Audit Layer) for monitoring quality and compliance, and Pulse (Intelligence Layer) for analytics and actionable insights. The platform extends through Self-Serve (autonomous ticket resolution), Agent Suite (ticketing, analytics, and support team tools), Insights (customer feedback and analytics), Conversational Intelligence (conversation analysis), GenAI Surveys (AI-powered surveys), and Employee Experience (internal support automation). The platform supports omnichannel customer service across voice, chat, email, WhatsApp, social media, and more, with 1000+ pre-built integrations and vertical-focused solutions for BFSI, Retail, Travel, Digital Native, Energy & Utilities, and Consumer Durables industries.

Differentiator

Problem solved

Functional benefit

Brands

• AgentOS: Agentic Operating System for the enterprise that brings AI agents and human intelligence together into one execution layer
• Vitos
• Command
• Calibrate
• Pulse
• Self Serve 2.0
• Agent Suite
• Employee Experience Platform
• Insights

Products and services

• AgentOS

Quantifiable outcome

• Up to 90% of support tickets managed autonomously by AI
• +4 more outcomes

Named customers8 records

Segments6 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration49 records

AI capability11 records

Feature13 records

Partnerships

One partnership is on record.

• PwC IndiacoreStrategic or Co-development Partner · 28 May 2025Kapture CX and PwC India formed a strategic alliance in May 2025 to develop advanced agentic automation solutions, focusing on sectors like retail and BFSI. The collaboration leverages Kapture CX's AI platform and PwC India's implementation expertise to deliver scalable, industry-specific automation services.

Scale indicators10 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Genesys: Genesys is a major contact center / CX platform with AI capabilities for voice and digital channels. Listed as a Kapture integration partner but also a competitor for enterprise omnichannel AI support deployments.
• HubSpot Service Hub: HubSpot's Service Hub offers ticketing, knowledge base, and AI-assisted customer support tightly integrated with HubSpot CRM. Competes with Kapture for mid-market and CRM-adjacent CX deals; also a Kapture integration partner.
• Sprinklr: Sprinklr is a unified customer experience management platform offering AI-powered support across 30+ digital channels. Competes with Kapture for large enterprise (especially BFSI, telecom) CX automation deals with similar omnichannel and compliance focus.
• Salesforce Service Cloud: Salesforce Service Cloud is the dominant enterprise CX platform, offering Einstein AI agents, ticketing, and omnichannel support within the broader Salesforce CRM suite. Competes with Kapture for large enterprise CX deals, often displacing standalone vendors.

Direct peers

• Zendesk: Zendesk is a leading CX platform offering ticketing, voice, and AI agent capabilities that directly overlaps with Kapture's core offering. Both target enterprise customer support automation across omnichannel workflows, though Zendesk is significantly larger and more mature.
• Haptik: Haptik (acquired by Reliance Jio) is an India-based conversational AI platform offering WhatsApp, voice, and chat automation. Directly competes with Kapture in the Indian enterprise BFSI/retail CX market; also listed as a Kapture integration partner.
• Freshdesk (Freshworks): Freshworks' Freshdesk is a customer support/ticketing SaaS platform directly competing with Kapture CX in the omnichannel helpdesk and AI agent space. Like Kapture, Freshworks is India-founded and targets SMB-to-enterprise CX automation with Freddy AI agents.
• Intercom: Intercom's AI agent platform (Fin) directly competes with Kapture's AgentOS and Self Serve 2.0 autonomous resolution capabilities. Both target conversational AI-first customer support across chat, email, and voice.
• Yellow.ai: Yellow.ai is an India-based conversational AI / agentic CX platform directly competing with Kapture in enterprise voice and chat automation. Both target BFSI, retail, and emerging-market enterprise customers with multilingual AI.

Emerging players

• Aisera: Aisera is an AI service experience platform offering agentic AI for customer and employee support, overlapping with Kapture's AgentOS vision. Targets similar enterprise verticals with autonomous ticket resolution.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/@KaptureCX
• LinkedInlinkedin.com/company/kapturecx
• Xx.com/KaptureCX
• Facebookfacebook.com/kapturecrm

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Funding overview

Funding rounds3 records

Investors4 records

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

M&A

Investments

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

Frequently asked questions about Kapture CX