Linc

Name

Linc

Legal name

Capacity

Website

https://linc.cx

Company type

Private

Founded year

2017

Operating status

Operating

Headcount range

51–100 employees

Ownership category

akta.pro rank

Product category

Customer Experience Automation Software

NAICS

Software Publishers (513210)

SIC

Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373)

akta.pro industry

PRIMARYHDAIAHAF

Contact Center (CCaaS) & Customer Engagement Voice

Hardware, Technology & Telecom/Telecommunications & Network Services/Unified Communications & Voice Services (VoIP, UCaaS)

Keywords

• Customer experience automation
• Conversational AI platform
• Retail CX software
• AI customer support
• Omnichannel support platform

Headquarters

HQ city

Santa Clara

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. SaaS Subscription: AI-powered customer support automation platform sold as a subscription service to retail brands and enterprises

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels8 records

Core offering

Linc (operating via the Capacity platform) provides an AI-powered customer experience automation platform purpose-built for retail and e-commerce brands. The platform delivers omnichannel AI agents across chat, SMS, email, and voice for automating customer support, post-purchase inquiries, and proactive engagement. It is sold as a subscription-based SaaS solution to enterprise retail brands, contact centers, and B2B support teams.

Product overview

Linc (via Capacity's platform) is a CX AI automation platform purpose-built for retail brands. The platform operates as a unified architecture combining a core AI platform with specialized AI agents across multiple channels. The core platform includes AI Knowledge Orchestration for unified knowledge management, Conversational AI for natural language interactions, and Intelligent Virtual Agents for automated issue resolution. Supporting these are channel-specific AI Agents: Chat AI Agent, Voice AI Agent, SMS AI Agent, and Email AI Agent. Agent-facing tools include Real-time Agent Assist, Agent Guidance, Transcription, and Screen Recording. Analytics capabilities include Auto QA, Conversation Intelligence, AI CSAT, Agent Coaching, and Interaction Summaries. Proactive engagement features include SMS Campaigns, Voice Campaigns, and WhatsApp Campaigns. Premium features include Knowledge Base, Answer Engine, Helpdesk, LiveChat, CRM, Scheduling, Surveys, Payments, Automations, Workflows, and a Dev Platform. The platform integrates with Shopify, BigCommerce, Magento, CRM systems, and thousands of shipping carriers for retail-specific deployments.

Differentiator

Problem solved

Functional benefit

Products and services

• AI Knowledge Orchestration Central knowledge management platform that provides a self-updating, unified knowledge source for fast, accurate AI-generated answers across the platform.
• Chat AI Agent AI-powered chatbot that automates customer interactions across web chat channels, resolving product, order, and service inquiries without human intervention.
• Voice AI Agent 24/7 human-like voice support product that enables customers to speak naturally for order updates and customer service, with AI responding in kind.
• SMS AI Agent AI-powered SMS automation product that handles text-based customer support interactions including order tracking, promotions, and service inquiries.
• Email AI Agent AI-powered email automation product that delivers instant, accurate responses to customer email inquiries, handling customer support automatically.
• Knowledge Base Self-managing knowledge base product that maintains and updates knowledge automatically, providing fast, accurate answers for AI-generated responses.
• Helpdesk AI-powered helpdesk product that delivers instant, accurate support across SMS, email, voice, and chat channels.
• Intelligent Virtual Agents AI-powered virtual agent product that automates customer interactions across multiple channels with intelligent issue resolution.
• Conversational AI Natural language conversational AI platform product that enables intelligent customer interactions through chat, voice, and other channels.
• Dev Platform Development platform product for building custom AI-powered applications and integrations on top of the Linc/Capacity platform.

Quantifiable outcome

• 90%+ customer inquiries automatically resolved without human agents
• +3 more outcomes

Named customers4 records

Segments5 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration6 records

AI capability11 records

Feature10 records

Scale indicators5 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Zendesk: Zendesk is a leading CX/helpdesk SaaS platform offering ticketing, AI agents, and agent-assist across email, chat, voice, and social. It directly competes with Linc's omnichannel customer support automation, especially in retail.
• Intercom: Intercom provides AI-first customer service, AI agents (Fin), helpdesk, and proactive messaging. Its AI agent offering and omnichannel support make it one of the closest competitors to Linc's retail-focused CX automation platform.
• Kustomer: Kustomer (now part of Meta/sold) was a retail-vertical CX platform with omnichannel support and AI automation. It is one of the most direct vertical peers to Linc's retail-focused CX automation positioning.
• Ada: Ada is an AI agent platform for customer service, with branded AI agents, voice, and integrations across e-commerce. It directly competes with Linc's AI Chat/Voice/SMS agents for enterprise retail and DTC CX automation.
• Forethought: Forethought provides AI agents, agent-assist, and conversation analytics for support teams. Its AI agent and triage capabilities directly compete with Linc's Chat AI Agent and Real-time Agent Assist.
• Yellow.ai: Yellow.ai offers an omnichannel conversational AI platform with voice and chat agents, agent-assist, and analytics. It is comparable to Linc in scope (channels, AI agents, retail/commerce use cases) and is a relevant direct peer globally.

Broad incumbents

• Salesforce Service Cloud: Salesforce Service Cloud is the broad CRM/CX incumbent offering AI agents (Einstein), case management, knowledge, and omnichannel routing. It competes with Linc at enterprise retailers that prefer to consolidate CX inside the Salesforce platform.
• Genesys: Genesys is a major CCaaS platform with AI, voice, digital, and workforce engagement. It competes with Linc's Voice AI Agent and contact-center automation capabilities, especially for large enterprise retail contact centers.
• Five9: Five9 is a cloud CCaaS provider adding AI agents, agent-assist, and conversation intelligence. It overlaps with Linc's voice and contact-center AI agent capabilities and competes for the same retail and DTC CX buyers.
• NICE Ltd. NICE provides enterprise CCaaS, AI, analytics (NICE Enlighten), and digital self-service. Its CXone platform competes broadly with Linc's omnichannel AI agent and conversation intelligence stack.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/teamcapacity

Compliance5 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

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 Linc