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Capacity

capacity.com

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Spec score 8.4 #1 of 26 in Customer Service Automation Software

What it is

Capacity is a customer-experience automation platform for contact centers. It connects knowledge, data, and business systems to support AI agents and tools for human agents. Agents can handle chat, SMS, voice, and email, while the platform adds real-time agent assistance, automatic quality assurance, conversation intelligence, and outbound campaigns. Its AI Knowledge Orchestration Layer is described as the foundation that learns from interactions. Capacity targets mid-market and enterprise contact centers, typically those with 50 to 500 or more agents. Usage is measured by response for chat and email, minute for voice, message for SMS, and agent-time hour for assist and intelligence. The platform lists 273 integrations, including Salesforce, Zendesk, Slack, and Microsoft Teams. It offers API access, workflow actions, voice support, and human handoff. Capacity lists Core, Pro, and Enterprise plans with storage up to 100GB, 1TB, and 2TB; pricing is on request and there is no free plan.

Spec sheet

What it does
Capacity is a CX automation platform for customer support that combines AI agents, human agent assistance, analytics and outbound engagement.Read 21 Oct 2026 · capacity.com
Product
Capacity describes itself as a unified CX automation platform for contact centers, connecting knowledge, data, and systems to power AI agents and agent tools.Read 12 Oct 2026 · capacity.com
Free plan
NoRead 23 Sep 2026 · capacity.com
Integrations
Capacity advertises more than 250 prebuilt integrations, with examples including Salesforce, Zendesk, HubSpot, Slack, Microsoft Teams and Google Workspace.Read 21 Oct 2026 · capacity.com
Security
Capacity states it uses AES-256 encryption at rest and TLS 1.2+ in transit and is GDPR, HIPAA, and SOC 2 Type II compliant.Read 12 Oct 2026 · capacity.com
Support
Capacity lists standard onboarding and support as included with a subscription; the support page also provides [email protected] for help.Read 12 Oct 2026 · capacity.com
Headquarters
Capacity identifies St. Louis as its headquarters; LinkedIn lists University City, Missouri and the 6665 Delmar Boulevard address.Read 21 Oct 2026 · linkedin.com
Founded
Capacity says it was founded in 2017 by David Karandish and Chris Sims.Read 21 Oct 2026 · capacity.com
Company
Capacity says it was founded in 2017 by David Karandish and Chris Sims and is headquartered in St. Louis.Read 12 Oct 2026 · capacity.com
Access controls
The security page describes role-based permissions, audit logs and single sign-on options including Okta and Azure AD.Read 21 Oct 2026 · capacity.com
Agent Assist
Agent Assist provides human support representatives with real-time guidance and answers during interactions.Read 21 Oct 2026 · capacity.com
AI data privacy
Capacity says customer data is not shared or used to train external AI models.Read 21 Oct 2026 · capacity.com
AI features
The platform includes AI agents, real-time agent assist, auto QA, conversation intelligence, and outbound campaigns.Read 12 Oct 2026 · capacity.com
AI privacy
Capacity says customer data is never shared or used to train external models.Read 12 Oct 2026 · capacity.com
Android app
Google Play lists a Capacity mobile app for interacting with its Concierge chatbot and browsing the knowledge base; it showed 1K+ downloads on the opened listing.Read 21 Oct 2026 · play.google.com
API and extensibility
The support center documents a Capacity API, webhooks, authentication, developer tools and databases; the security page also describes open APIs and custom integrations.Read 21 Oct 2026 · support.capacity.com
Channels
Its AI agents support chat, SMS, voice, and email.Read 12 Oct 2026 · capacity.com
Chat AI agent
The platform offers chat AI agents to answer customer questions and automate support interactions.Read 21 Oct 2026 · capacity.com
Company funding
Capacity’s LinkedIn page reported a Series E raise of more than $54 million and more than $159 million raised since its 2017 founding.Read 21 Oct 2026 · linkedin.com
Company legal name
The services agreement names AI Software, LLC and its affiliates as Capacity.Read 21 Oct 2026 · capacity.com
Company size
LinkedIn lists Capacity in the 51–200 employee range.Read 21 Oct 2026 · linkedin.com
Conversation analytics
Analytics features include Auto QA, conversation intelligence, AI CSAT, coaching and interaction summaries.Read 21 Oct 2026 · capacity.com
Developer platform
Capacity says admins can manage API connections and edit, permission or retire application skills through its developer platform.Read 21 Oct 2026 · capacity.com
Documentation
The public knowledge center organizes articles on onboarding, knowledge management, helpdesk, AI, workflows, analytics, integrations, API use and troubleshooting.Read 21 Oct 2026 · support.capacity.com
Email AI agent
Capacity lists email AI agents as part of its support automation platform.Read 21 Oct 2026 · capacity.com
Human handoff
YesRead 23 Sep 2026 · capacity.com
Integration types
The integration directory distinguishes API, calendar, indexed-content and interface integrations, and notes that API connections can use REST, XML or SOAP endpoints.Read 21 Oct 2026 · capacity.com
iOS app requirements
Apple lists the Capacity app as requiring iOS 15.1 or later, or iPadOS 15.1 or later; Mac compatibility requires macOS 12 and an Apple M1 chip or later.Read 21 Oct 2026 · apps.apple.com
Knowledge base and workflows
Core includes a knowledge base, AI Agent Builder, workflows, automations and a developer platform with CapDB.Read 21 Oct 2026 · capacity.com
Knowledge layer
Capacity says its AI Knowledge Orchestration Layer powers the platform and learns from interactions.Read 12 Oct 2026 · capacity.com
Licence
Capacity is proprietary commercial software: its services agreement restricts copying, modifying, reverse engineering and creating derivative works from its technology.Read 21 Oct 2026 · capacity.com
Limit: Complex queries
Some G2 reviewers say AI search can struggle with highly specific, context-dependent or complex questions and may need improved personalization.Read 21 Oct 2026 · g2.com
Limit: Network dependence
A G2 reviewer reported no offline service and delays when local network connectivity was poor.Read 21 Oct 2026 · g2.com
Limit: Setup and customization
G2 review themes include setup difficulty and learning curve; some reviewers ask for more workflow, reporting and dashboard customization.Read 21 Oct 2026 · g2.com
Outbound campaigns
The platform offers SMS, voice and WhatsApp campaigns for proactive customer engagement.Read 21 Oct 2026 · capacity.com
Praise: Centralized knowledge
G2 reviewers praise having information from multiple sources in one searchable platform and automating repetitive support or employee questions.Read 21 Oct 2026 · g2.com
Praise: Ease of use and answers
G2 review themes include helpfulness, ease of use and efficiency; reviewers describe finding information quickly and getting clear responses to routine questions.Read 21 Oct 2026 · g2.com
Pricing model
Pricing combines an annual platform subscription with volume-based AI usage and selected integrations or add-ons; prices are provided through a custom package rather than listed dollar amounts.Read 12 Oct 2026 · capacity.com
Pricing transparency
The official pricing page describes an annual platform fee plus volume-based AI agent usage and add-ons, but does not publish dollar amounts for its tiers.Read 21 Oct 2026 · capacity.com
Rating on G2
4.7 out of 5 from 119 reviewsRead 21 Oct 2026 · g2.com
Rating on Gartner Peer Insights
4.4 out of 5 from 39 reviewsRead 21 Oct 2026 · gartner.com
Rating on GetApp
4.5 out of 5 from 14 reviewsRead 21 Oct 2026 · getapp.com
Security and compliance
Capacity states that it uses AES-256 encryption at rest and TLS 1.2 or higher in transit, and lists GDPR, HIPAA and SOC 2 Type II compliance.Read 21 Oct 2026 · capacity.com
Self-hosting
The public pricing and product pages describe a hosted platform and do not state that customers can self-host it.Read 21 Oct 2026 · capacity.com
SMS AI agent
Capacity lists SMS AI agents for automated customer interactions.Read 21 Oct 2026 · capacity.com
Status page
Capacity's status page links to operational status dashboards for Capacity and several acquired product services.Read 21 Oct 2026 · capacity.com
System requirements
The app-store listings show an iOS app and a Google Play app, but the pages opened did not state browser or desktop system requirements for the CX platform.Read 21 Oct 2026 · apps.apple.com
Target users
Capacity says it is built for mid-market and enterprise contact centers, typically with 50 to 500+ agents.Read 12 Oct 2026 · capacity.com
Usage units
The pricing page lists AI agent usage per response for chat and email, per minute for voice, and per message for SMS, while agent assist and intelligence are priced per hour of agent time.Read 12 Oct 2026 · capacity.com
Voice AI agent
Capacity lists voice AI agents among its customer interaction automation products.Read 21 Oct 2026 · capacity.com

Plans and prices

Core Price not published Annual subscription; price not published Knowledge base · Helpdesk and automations · AI Agent Builder · Data indexing · 250+ integrations · Up to 100GB storage Read 12 Oct 2026 · capacity.com
Core Priced on request Annual platform subscription; AI agent usage and optional add-ons are priced separately Sized for small teams · 5 dashboards · 100 AI Assistant questions · Up to 100GB storage Read 21 Oct 2026 · capacity.com
Enterprise Price not published Annual subscription; price not published Everything in Pro · Campaigns and CRM included · Advanced workflows · HIPAA package available · Up to 2TB storage Read 12 Oct 2026 · capacity.com
Enterprise Priced on request Annual platform subscription; AI agent usage and optional add-ons are priced separately Sized for large teams · Campaigns and CRM included · 10 dashboards · 100 AI Assistant questions · HIPAA package available · Up to 2TB storage Read 21 Oct 2026 · capacity.com
Pro Priced on request Annual platform subscription; AI agent usage and optional add-ons are priced separately Sized for growing teams · Helpdesk, live chat and inbox · 8 dashboards · 100 AI Assistant questions · Up to 1TB storage Read 21 Oct 2026 · capacity.com
Pro Price not published Annual subscription; price not published Everything in Core · Live chat and inbox · Real-time Agent Assist · Conversation intelligence and AQA · Developer platform · Up to 1TB storage Read 12 Oct 2026 · capacity.com

Every Capacity plan and price →

Strong points and limits

Strong points

  • Supports chat, SMS, voice, and email
  • Lists 273 integrations
  • Includes human handoff
  • Offers API access and workflow actions
  • States GDPR, HIPAA, and SOC 2 Type II compliance

Limits

  • Pricing is available only on request
  • There is no free plan
  • Usage is metered by responses, minutes, messages, or hours
  • Plans have different storage limits

Who it suits

Capacity suits mid-market and enterprise contact centers with roughly 50 to 500 or more agents. It fits teams needing multichannel AI agents, agent tools, integrations, and human handoff.

Verdict

Capacity combines multichannel AI agents with agent-assist, quality, intelligence, and outbound tools. It is aimed at larger contact centers and requires a paid subscription with usage-based measures.

Where Specifiction places it

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