#St. Louis #AI Support #Contact Centers #Capacity

Capacity Boosts AI Support with Major Investment and Acquisitions

Capacity, an AI automation platform for contact centers, has recently made headlines by securing over $92 million in new investments. This funding marks a significant step towards enhancing its AI-powered support capabilities. With a growing emphasis on high-quality customer support, Capacity's efforts to innovate set it apart in a competitive market.

Strategic Acquisitions

As part of its expansion, Capacity has also acquired Call Criteria and Verbio Technologies, two companies specializing in voice AI, quality assurance, and speech analytics. According to Capacity's CEO, David Karandish, these acquisitions are crucial for developing a comprehensive and unified support platform. By integrating voice AI and quality assurance tools, Capacity aims to streamline operations at contact centers, thereby optimizing customer interactions across various channels.

Funding Breakdown

The recent funding includes a $50 million investment from Chicago Atlantic and $42.6 million in a Series D funding round that was notably oversubscribed. Capacity's previous rounds have seen a total of more than $155 million, primarily to drive growth and further its innovative efforts in support automation.

Karandish highlighted that as brands face heightened demands for effective customer support, the integration of sophisticated technologies becomes imperative. He stated, “Point solutions cannot effectively tackle complex challenges, and our funding empowers us to provide a holistic solution.” The goal is to leverage shared knowledge across platforms to enhance operational effectiveness.

Enhancing Customer Experience

Over 20,000 businesses are already utilizing Capacity's platform, which has been designed to significantly cut costs while improving customer satisfaction. With the acquisition of Call Criteria, businesses will gain access to advanced tools that analyze contact center interactions, helping pinpoint areas for agent improvement and compliance. The CEO of Call Criteria, Ryan Stomel, emphasized that the partnership will transform traditional quality assurance methods that have been perceived as slow and subjective.

Stomel remarked, “By automating QA, we are harnessing technology to drive substantial enhancements in every customer interaction.” Combining Capacity’s resources with Call Criteria's expertise promises a more robust platform aimed at satisfying customer needs efficiently.

Powering Voice Engagement

Additionally, the acquisition of Verbio Technologies, based in Spain, enhances Capacity's capabilities with intelligent voice virtual agents. These agents facilitate natural conversations, resolving customer issues independently, thereby lessening the need for live agents and improving engagement.

Co-CEO of Verbio, Alejandro Terradas, pointed out the critical importance of voice interactions in fostering customer loyalty. The integration is set to evolve customer engagement to unprecedented levels, making the voice channel an invaluable component of the overall customer experience.