DevRefactory
- Company typePrivate
- Founded2020
- HeadquartersOhio, United States
- Headcount1–10
- GTM typeB2B
- OfferingSoftware
DevRefactory firmographics
Firmographics- Name
- DevRefactory
- Legal name
- DevRefactory
- Website
- https://refactory.dev
- Company type
- Private
- Founded year
- 2020
- Operating status
- Acquired
- Headcount range
- 1–10 employees
- Ownership category
- akta.pro rank
DevRefactory 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 Programming Services (7371)
- akta.pro primary industry
- Digital Process Automation (DPA) & Orchestration Suites (HDAEAHAF)
- akta.pro secondary industries
- Robotic Process Automation (RPA) & Hyperautomation Platforms (HDAEAKAF), Workplace Automation & Self-Service (RPA for IT, Chatbots, Virtual Agents) (BPAEAIAI), Enterprise Work Management & Collaborative Workflow Platforms (HDAEAHAI)
Keywords
Where DevRefactory is headquartered
LocationHeadquarters
- HQ city
- Ohio
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
DevRefactory business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Operations, Marketing or Sales
Revenue model
- Omnichannel CX Software Suite: DevRefactory developed an omnichannel customer experience suite that was integrated into Capacity's platform following acquisition. The company served customers across financial services, healthcare, retail, insurance, and education sectors through a subscription-based SaaS model.
Go-to-market motion1 record
Distribution channels3 records
Marketing channels5 records
DevRefactory product offering
Product offeringCore offering
DevRefactory built an omnichannel customer experience software suite that unified voice, chat, email, SMS, web, and social channels into a single journey orchestration platform, with specialized telecom-grade automation for high-volume, complex customer environments. The platform has been integrated into Capacity's AI-powered support automation offering under the "Refactory by Capacity" brand and is sold on a subscription-based SaaS model to enterprise customers.
Product overview
DevRefactory was a customer experience software platform specializing in omnichannel journey orchestration, founded in 2020 and acquired by Capacity in April 2026. The company's omnichannel customer experience suite has been integrated into Capacity's AI-powered support automation platform (branded as 'Refactory by Capacity'), expanding Capacity's capabilities with telecom-focused solutions. The combined platform offers a unified solution combining AI agents (chat, voice, SMS, email, WhatsApp), real-time agent assist tools (guidance, transcription, screen recording), analytics (Auto QA, conversation intelligence, agent coaching), and outbound campaign automation. The platform serves over 20,000 organizations across financial services, healthcare, retail, insurance, education, and other sectors, supporting interactions across voice, chat, email, SMS, web, and social channels.
Differentiator
Problem solved
Functional benefit
Products and services
- Refactory by Capacity (formerly DevRefactory)
Quantifiable outcome
- Scale DevRefactory's telecom-focused solutions across Capacity's platform of more than 20,000 customers worldwide
Companies that use DevRefactory
Customer profileNamed customers5 records
Segments3 records
Ideal customer profiles2 records
DevRefactory technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability6 records
Feature3 records
DevRefactory partnerships and signals
Strategic signalPartnerships
Two partnerships are on record, tiered core and flagship.
- Shumaker, Loop & KendrickcoreShumaker, Loop & Kendrick provided legal counsel to DevRefactory during the acquisition transaction. The law firm supported the company's exit process and sale to Capacity.
- Capacity (Acquirer)flagshipCapacity, an AI-powered support automation platform, acquired DevRefactory to expand into revenue-related workflows and telecom-focused solutions. The acquisition enables DevRefactory's omnichannel journey orchestration to scale across Capacity's platform of more than 20,000 organizations worldwide.
Scale indicators2 records
Recent moves5 records
Expansion highlights5 records
DevRefactory competitors and assessment
Company assessmentDirect peers
- Zendesk: Zendesk offers customer support and engagement software with omnichannel messaging, AI bots, and agent workspaces, serving many of the same financial services, retail, and education verticals as DevRefactory/Capacity.
- Five9: Five9 provides cloud contact center software with AI and workflow automation, overlapping directly with DevRefactory's omnichannel CX orchestration and post-acquisition AI agent offerings.
- 8x8: 8x8 provides cloud contact center, voice, chat, and AI-powered analytics for enterprise customers — a direct competitor in the unified communications and CX automation space serving similar mid-market and enterprise segments.
- NICE Ltd. NICE provides enterprise CX software including real-time interaction management, voice analytics, and AI-powered agent guidance — overlapping with Refactory's telecom-grade automation and conversation intelligence capabilities.
- Talkdesk: Talkdesk offers an AI-powered cloud contact center platform with omnichannel routing and agent assist tools, directly comparable to Capacity/Refactory's unified voice, chat, SMS, and email automation suite.
- Genesys: Genesys is a global leader in cloud contact center and omnichannel customer experience orchestration, directly competing with DevRefactory/Capacity's journey orchestration and AI agent capabilities for enterprise CX budgets.
Broad incumbents
- Salesforce (Service Cloud): Salesforce Service Cloud is a broad CRM/CX incumbent offering omnichannel case management, Einstein AI agents, and journey orchestration — a much larger portfolio player competing for the same enterprise CX budget.
- Twilio: Twilio provides communications platform-as-a-service (CPaaS) APIs for voice, SMS, WhatsApp, and email that underpin many omnichannel CX platforms, including adjacent infrastructure that complements or competes with DevRefactory's orchestration layer.
Emerging players
- Kustomer: Kustomer (acquired by Meta, then spun out) provides an AI-native CRM and omnichannel customer service platform, offering overlapping capabilities in unified customer timelines and AI-driven support automation.
- Intercom: Intercom delivers an AI-first customer service platform with conversational AI agents (Fin) across chat and messaging, competing for the same mid-market and enterprise support automation budget as Capacity/Refactory.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat3 records
Key risks5 records
Key highlights5 records
Customer concentration
DevRefactory financial estimates
Financial estimateRevenue estimate
Valuation estimate
DevRefactory leadership team
Management profileNumber of profiles
Profiles1 record
DevRefactory funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
DevRefactory M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about DevRefactory
What does DevRefactory do?
DevRefactory built an omnichannel customer experience software suite that unified voice, chat, email, SMS, web, and social channels into a single journey orchestration platform, with specialized telecom-grade automation for high-volume, complex customer environments. The platform has been integrated into Capacity's AI-powered support automation offering under the "Refactory by Capacity" brand and is sold on a subscription-based SaaS model to enterprise customers.
Is DevRefactory a public or private company?
DevRefactory is a private company. It is classified as corporate owned and is currently acquired.
When was DevRefactory founded?
DevRefactory was founded in 2020. It employs 1 to 10 people.
Where is DevRefactory based?
DevRefactory is headquartered in Ohio, United States, in the North America region.
How does DevRefactory make money?
One revenue line is on record: omnichannel CX Software Suite.
Who are DevRefactory's main competitors?
Direct peers on record are Zendesk, Five9, 8x8, NICE Ltd., Talkdesk and Genesys. Broad incumbents are Salesforce (Service Cloud) and Twilio. Emerging players are Kustomer and Intercom.
Does DevRefactory have an API?
No public API is recorded for DevRefactory.
What industry is DevRefactory in?
DevRefactory's product category is Customer Experience Automation Software. Its primary akta.pro industry code is HDAEAHAF, Digital Process Automation (DPA) & Orchestration Suites, with a secondary code of HDAEAKAF, Robotic Process Automation (RPA) & Hyperautomation Platforms. Its NAICS code is 513210 and its SIC code is 7372.