What Call Criteria does

Call Criteria provides call center quality and performance management services, focused on automated QA, conversation intelligence, and speech analytics. Following its 2025 acquisition by Capacity, Call Criteria operates as a wholly-owned subsidiary, and its QA and speech-analytics capabilities have been folded into Capacity's broader AI-powered support automation platform for contact centers.

That platform (Capacity) is headquartered in St. Louis, was founded in 2017 by David Karandish and Chris Sims as part of the Equity.com incubator, and was reported as profitable with $60 million in annual recurring revenue in 2025. Its product surface spans AI agents across chat, voice, SMS, and email; real-time agent assist, transcription, and screen recording; analytics modules including Auto QA, Conversation Intelligence, AI CSAT and Agent Coaching; knowledge modules (Answer Engine, AI Knowledge Base); and outbound campaigns. The technical architecture is built on AI Knowledge Orchestration that integrates with CRM, helpdesk, and voice systems.

The go-to-market combines enterprise field sales (with 'Request a Demo' as the primary conversion CTA) and product-led growth content (ROI Calculator, guides, webinars). Distribution is global, available via web, iOS, and Android app stores, and supported by an integrations marketplace. The platform serves 20,000+ customer organizations across industries including manufacturing (3M), entertainment (Disney), retail/CPG (Nike, Kraft Heinz, Aveda), technology (LinkedIn, NVIDIA, Sony), financial services (American Express, BankSouth), healthcare (SSM Health, Banfield, Asembia), and government (US Army). Standalone Call Criteria revenue and customer counts are not disclosed.

Name

Call Criteria

Legal name

Call Criteria

Website

https://callcriteria.com

Company type

Private

Operating status

Acquired

Headcount range

11–50 employees

Short description

Call Criteria provides call center quality and performance management services, acquired by Capacity in 2025 to extend AI-powered QA automation, conversation intelligence, and speech analytics across chat, voice, SMS, and email channels for enterprise contact centers worldwide.

Ownership category

akta.pro rank

Product category

Call Center Quality Assurance Software

NAICS

Custom Computer Programming Services (541511), Computer Systems Design and Related Services (54151)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Communications Services, Nec (4899)

akta.pro primary industry

Audio & Speech Analytics (call analytics, QA, insights) (HDAAAFAH)

akta.pro secondary industries

Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL), Quality Assurance (QA), Coaching & Performance Management (EDABACAF), Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC), Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA), Voice Quality, Monitoring & Analytics (QoS/QoE, call recording, compliance) (HDAIAHAM), Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)

Keywords

• Call center QA
• Speech analytics
• Quality monitoring
• Agent coaching
• Conversation intelligence

Headquarters

HQ city

Tarzana

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, Infrastructure, Operations

Revenue model

1. Subscription / SaaS Platform: AI-powered support automation platform sold on a subscription basis. The company reported $60 million in annual recurring revenue (ARR) as of 2025, indicating a recurring subscription revenue model.

Go-to-market motion2 records

Distribution channels4 records

Marketing channels8 records

Core offering

Call Criteria provided AI-powered call center quality assurance (QA) automation and speech analytics technology for contact center performance management. Its offering automatically evaluated customer interactions for coaching needs, compliance risks, and key insights, and was integrated following its 2025 acquisition by Capacity into a broader AI support automation platform serving 20,000+ organizations globally.

Product overview

Call Criteria, acquired by Capacity in 2025, provides AI-powered support automation for contact centers through a unified platform architecture combining multiple AI agent types (Chat, Voice, SMS, Email) with agent assist tools, analytics, and automation modules. The product portfolio centers on Automate Customer Interactions (AI agents), Assist Your Agents in Real Time (agent assist, transcription, screen recording), Analyze & Improve Every Interaction (Auto QA, Conversation Intelligence, Agent Coaching), and Engage Proactively at Scale (outbound campaigns). The platform integrates CRM, helpdesk, and voice systems and is built on AI Knowledge Orchestration. Key modules include Real-time Agent Assist, Transcription, Auto QA, Conversation Intelligence, AI CSAT, Agent Coaching, Advanced Call & Screen Recording, Answer Engine, AI Knowledge Base, AI Suggestions, AI Workflow Automation, and Outbound Campaigns. Call Criteria's technology enhanced Capacity's voice AI, QA automation, and speech analytics capabilities as part of Capacity's 10th and 11th acquisitions.

Differentiator

Problem solved

Functional benefit

Products and services

• Call Criteria QA Automation & Speech Analytics AI-powered call center quality assurance automation and speech analytics technology that automatically evaluates customer interactions for coaching needs, compliance risks, and actionable insights; integrated into the Capacity AI support automation platform following acquisition.
• Auto QA (Automated Quality Assurance) AI-driven quality monitoring that automatically scores 100% of customer interactions to evaluate agent performance and compliance, providing coaching and compliance insights for enterprise contact centers.
• Conversation Intelligence AI analytics platform that analyzes every customer conversation using speech recognition and sentiment analysis to generate actionable insights and coaching opportunities for contact center leaders.
• Agent Coaching AI-assisted performance coaching that delivers fast feedback, personalized training recommendations, and on-the-spot eLearning for contact center agents based on automated interaction analysis.
• Advanced Call & Screen Recording Synchronized call and screen recording with multi-screen capture and full transcript generation for comprehensive interaction review, compliance documentation, and QA review.
• Real-time Agent Assist Real-time AI guidance for human agents during customer interactions, providing instant answers and AI-powered suggestions when needed, complementing QA-driven coaching.

Quantifiable outcome

• Automatically evaluate 100% of interactions for coaching needs, compliance risks and key insights without human effort
• +4 more outcomes

Named customers31 records

Segments8 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability9 records

Feature8 records

Partnerships

Two partnerships are on record, tiered core.

• Call CriteriacoreStrategic or Co-development Partner · 7 August 2025Capacity acquired Call Criteria as part of its 10th acquisition to extend voice AI, quality assurance automation, and speech analytics capabilities within the contact center automation platform. This acquisition is a core strategic move to strengthen Capacity's QA and speech analytics product suite.
• Verbio TechnologiescoreStrategic or Co-development Partner · 7 August 2025Capacity acquired Verbio Technologies as its 11th acquisition to further expand voice AI, quality assurance automation, and speech analytics capabilities, complementing the Call Criteria acquisition and strengthening Capacity's overall voice AI offering.

Scale indicators7 records

Recent moves5 records

Expansion highlights6 records

Broad incumbents

• NICE Ltd. NICE is the dominant incumbent in contact center workforce engagement, speech analytics and quality monitoring. It directly overlaps Call Criteria's QA, coaching and speech-analytics offerings via NICE Nexidia and Performance Management, and operates across the same enterprise contact-center buyer base.
• Talkdesk: Talkdesk is a cloud CCaaS player investing heavily in AI-driven quality management, agent coaching and conversation analytics. Its QM and AI features overlap directly with Call Criteria's QA/coaching proposition for enterprise contact-center customers.
• Five9: Five9 is a leading CCaaS provider that has expanded into AI-powered quality insights, real-time agent assist and analytics. It competes with Call Criteria across enterprise contact-center buyers via a broader suite that increasingly bundles QA functionality.
• Genesys: Genesys is a major CCaaS platform that has been building native quality, workforce engagement and AI analytics capabilities. It is comparable as a broader competitor that now bundles QA/coaching functionality similar to Call Criteria's within a full contact-center suite.
• Verint Systems: Verint is a long-standing leader in contact center speech analytics, quality assurance and agent coaching, competing head-on with Call Criteria's call analytics and QA automation capabilities for the same Fortune 500 contact-center buyer.

Direct peers

• SQM Group: SQM Group is a specialized call center QA and customer satisfaction measurement provider, directly aligned with Call Criteria's foundational service of contact center quality and performance management.
• Observe.AI: Observe.AI is an AI-native conversation intelligence and quality assurance platform for contact centers. Its product directly mirrors Call Criteria's core proposition of automatically scoring 100% of interactions to surface coaching, compliance and CX insights.
• CallMiner: CallMiner is a specialized speech and interaction analytics platform for contact centers, offering call analytics, QA and CX insights. It targets a very similar buyer and use-case profile as Call Criteria's QA and speech-analytics offering.
• Cresta: Cresta delivers real-time AI agent assist, coaching and quality automation for contact centers, providing a near-identical capability stack to Call Criteria's agent-coaching and AI-powered response modules within the same enterprise segment.
• Cogito: Cogito provides real-time AI-driven agent coaching and behavioral guidance for contact center agents. It competes for the same coaching/quality use case Call Criteria targets, with overlap in emotion/sentiment detection and supervisor-level alerts.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/callcriteria
• Facebookfacebook.com/Callcriteria
• LinkedInlinkedin.com/company/call-criteria

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 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 Call Criteria