#USA #St. Louis #Automation #Capacity #Creovai

Capacity Expands Its Automation Solutions with Creovai Acquisition

In an exciting move to enhance its position in the contact center automation landscape, Capacity announced the acquisition of Creovai, a company renowned for its real-time agent assist and automated quality assurance capabilities. This strategic acquisition reinforces Capacity's commitment to providing state-of-the-art AI-powered solutions for contact centers, ensuring that both virtual and live agents deliver top-notch customer service.

Creovai was established in 2024 following a merger between Tethr and Awaken Intelligence. Since its inception, the company has carved a niche for itself by offering innovative AI-driven solutions to a host of prominent organizations, including TruGreen, Vistra, Baxter Credit Union, and companies in healthcare and financial services. This solid reputation reflects Creovai’s ability to significantly enhance agent performance and elevate customer satisfaction levels.

David Karandish, CEO of Capacity, remarked, "Creovai's expertise in real-time agent assistance and conversation intelligence aligns perfectly with our automation features. By joining forces, we leverage AI-driven automation and conversational insights to empower contact centers, facilitating quicker and more effective customer interactions."

The merger brings forth several innovative features that enhance Capacity's platform:

Key Features of the Acquisition

1. Real-Time Agent Assist: Agents receive instant guidance and crucial information during customer interactions, boosting their accuracy and speed, which ultimately leads to higher satisfaction rates.

2. Automated Quality Assurance: The integration allows for automatic evaluations of conversations for consistent quality assurance and compliance, eliminating the need for manual oversight.

3. Conversational Intelligence: The platform offers actionable insights regarding customer intent and sentiment, which can optimize operational strategies.

4. Survey-Less CSAT: This feature enables automated customer satisfaction scoring without the hassle of traditional survey methods, freeing customers from additional tasks.

5. Audio Capture Technology: This innovative system records voice communications between agents and customers without the need for complex integrations with contact center platforms.

With these new capabilities, the acquisition benefits both existing customer bases. Customers of Creovai can now automate routine inquiries, streamline processes, and centralize knowledge across various systems, going beyond traditional agent-assist functionalities. Conversely, Capacity’s clients will enjoy improved agent performance through real-time guidance, more efficient quality evaluations, and deeper conversational insights.

A Shared Vision for Transformation

Robert Beasley, CEO of Creovai, stated, "At Creovai, we have always been advocates for the transformational power of AI in enhancing customer and employee experiences. Our partnership with Capacity aligns perfectly with our vision to provide rapid return on investment and actionable insights. Together, we stand uniquely positioned to help contact centers transition from disjointed tools to cohesive, effective systems."

Despite the acquisition, Creovai will continue its independent operations, with an eye toward eventual integration into the wider Capacity organization. Current Creovai users will maintain their relationships with existing teams while accessing enhanced functionalities from both companies moving forward.

With this acquisition, Capacity marks its fourteenth strategic purchase since 2023, highlighting its proactive approach toward expanding its AI-driven contact center solutions. Following a significant investment of $92 million and the recent acquisition of KLaunch, Capacity continues to elevate its offerings, now supporting over 20,000 companies, including DSW, Titleist, and Culligan.

The specifics of the agreement regarding the acquisition of Creovai have not been disclosed.

For those interested in exploring how Capacity's acquisition of Creovai enhances real-time agent assistance and conversation intelligence, more information can be found at Capacity.com.

About Capacity

Founded in 2017, Capacity is a pioneering AI-powered support automation platform designed to help teams excel by minimizing the volume of tickets, emails, and calls. With a diverse clientele exceeding 20,000 organizations across various sectors, Capacity provides support across multiple channels including web, SMS, email, voice, social media, and collaboration tools like Slack and MS Teams. To find out more about Capacity, visit Capacity.com.