GTM Hub
What is Capacity?
Capacity is a unified CX automation platform founded in 2017 (HQ: St. Louis) that uses agentic and generative AI to power AI agents for customer support, real-time agent assist, auto QA, conversation intelligence and post-interaction workflows. It unifies knowledge across systems via the AI Knowledge Orchestration Layer and deploys consistently across voice, chat, email and SMS channels.
Capacity news
Agentic Consumer Report 2026: What Our Research Reveals About the Future of Customer Service
Report findings on consumer adoption and expectations for AI agents in customer service
Source: Capacity Blog ↗
Key features
AI Knowledge Orchestration Layer
Unified foundation connecting knowledge, data and systems; train once, deploy everywhere across all channels and AI agents
AI Agents (Omnichannel)
Autonomous agents for voice, chat, email and SMS that resolve inquiries, authenticate users, trigger workflows and escalate to humans when needed
Real-Time Agent Assist
Live guidance, next-best-action prompts, sentiment analysis and automatic wrap-up/CRM sync during agent interactions
Auto QA & Conversation Intelligence
Automatic review of 100% of interactions across channels to identify trends, gaps and coaching opportunities; feeds insights back into AI agents
Post-Call Automation
Automated summaries, action items, workflow triggers and CRM updates after every interaction
Outbound Campaigns
AI-powered SMS, voice and WhatsApp outreach for appointment reminders, payment nudges, promotions and lead engagement
250+ Integrations
Prebuilt connectors to CRMs, knowledge bases, CCaaS platforms, collaboration tools and custom systems via Developer Platform and CapDB
Capacity pricing
Annual subscription platform fee (Core/Pro/Enterprise) plus usage-based pricing for AI Agents, Agent Assist and conversation intelligence. Specific pricing requires custom quote based on volume and channels.
| Plan | Price | What's included |
|---|---|---|
| Core | Custom | LLM hub, ASR/TTS, knowledge base, AI Agent Builder, workflows, developer platform, basic analytics, 5 dashboards, 100 AI Assistant questions, up to 100GB storage. Sized for small teams. |
| Pro | Custom | Everything in Core plus helpdesk, live chat, inbox, 8 dashboards, 100 AI Assistant questions, up to 1TB storage. Sized for growing teams. Marked as 'Most Popular'. |
| Enterprise | Custom | Everything in Pro plus campaigns, CRM included, 10 dashboards, HIPAA package available, up to 2TB storage. Sized for large teams. |
Pros & cons
Pros
- + Automates 90% of routine customer inquiries across channels
- + Single unified platform and knowledge source eliminates tab-switching
- + Train once, deploy everywhere across voice, chat, email, SMS
- + Extensive integration ecosystem (250+ connectors)
- + Agentic workflows handle multi-step reasoning and actions autonomously
- + Real-time agent assist and post-interaction analytics feed back continuously
- + Demonstrated ROI: customers report $260K-$1.5M savings and revenue gains
- + Hybrid human + AI approach preserves high-value agent interactions
Cons
- − Custom pricing requires sales engagement; no transparent per-unit costs published
- − Requires knowledge base setup and training for accuracy
- − Complex platform with many features; implementation and configuration needed
- − Integrations and add-ons incur additional costs beyond platform tier
Who is Capacity best for?
- • Mid-market and enterprise contact centers
- • Organizations automating high-volume routine inquiries
- • Multi-channel support operations (voice, chat, email, SMS)
- • Industries with knowledge-driven support: healthcare, retail, financial services, insurance
- • Teams seeking to reduce support costs while maintaining CSAT
Frequently asked questions
Does Capacity replace human agents?
No. Capacity is designed to automate repetitive high-volume interactions so agents focus on complex, high-value conversations. It includes agent assist tools to empower human teams with real-time guidance and coaching.
What channels does Capacity support?
Voice, chat, SMS, email and web. The AI Knowledge Orchestration Layer works consistently across all channels, updating everywhere when knowledge changes.
Does Capacity support outbound campaigns?
Yes. AI agents automate outbound SMS and voice campaigns for appointment reminders, payment nudges, promotions and lead engagement. Outbound interactions use the same knowledge layer as inbound channels.
What AI does Capacity use?
Agentic and generative AI. The platform combines large language models, retrieval-augmented generation and customer data via the AI Knowledge Orchestration Layer to enable agents to reason, make decisions, trigger workflows and escalate autonomously.
