Capacity vs Decagon
Capacity
capacity.com
Decagon
decagon.aiSide by side
| Figure | Capacity | Decagon |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 6 | 0 |
| Spec score · Customer Service Automation Software | 8.4 (#1) | 7.3 (#12) |
| Spec score · AI Customer Service Agents | 8.5 (#3) | 7.3 (#33) |
| Spec score · Customer Self-Service Software | 8.5 (#9) | 7.5 (#26) |
| Access controls | The security page describes role-based permissions, audit logs and single sign-on options including Okta and Azure AD. | Decagon lists role-based access control, single sign-on with Okta and Microsoft Entra, and short-lived, scoped JWT API tokens. |
| Channels | Its AI agents support chat, SMS, voice, and email. | The platform unifies customer experiences across chat, voice, and email. |
| Company | Capacity says it was founded in 2017 by David Karandish and Chris Sims and is headquartered in St. Louis. | Decagon’s about page names Jesse Zhang and Ashwin Sreenivas as co-founders and describes its focus as concierge customer experiences. |
| Headquarters | Capacity identifies St. Louis as its headquarters; LinkedIn lists University City, Missouri and the 6665 Delmar Boulevard address. | Decagon’s privacy policy lists a San Francisco, California mailing address. |
| Integrations | Capacity advertises more than 250 prebuilt integrations, with examples including Salesforce, Zendesk, HubSpot, Slack, Microsoft Teams and Google Workspace. | Decagon lists connectors for Salesforce, Intercom, Zendesk, Confluence, Contentful, Kustomer, Amazon Connect, and RingCentral. |
| 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. | A Decagon pricing article describes per-conversation and per-resolution pricing options; it does not give prices. |
| 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. | Decagon is a conversational AI platform for building, optimizing, and scaling customer service agents. |
| 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. | The security page states that data is encrypted with AES-256 at rest and TLS 1.2+ in transit, and that Decagon enforces zero data retention with AI providers including OpenAI and Anthropic. |
| Support | Capacity lists standard onboarding and support as included with a subscription; the support page also provides [email protected] for help. | The site lists support contact [email protected]. |
Plans
Capacity
- CorePrice not published
- CorePriced on request
- EnterprisePrice not published
- EnterprisePriced on request
- ProPriced on request
- ProPrice not published
In their own words
Capacity
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.
Decagon
Decagon is a conversational AI platform for building, optimizing, and scaling customer experience agents. It brings chat, voice, and email into a shared intelligence layer, and its supported channels also include SMS and WhatsApp. Teams can define agent workflows in natural language through Agent Operating Procedures. Tools for simulated conversations, unit testing, versioning, experimentation, analytics, observability, and ongoing conversation review support agent development and monitoring. Duet analyzes customer conversations to find workflow gaps and generate, test, and refine procedures. Connectors, APIs, MCP support, and custom tools connect agents with data, actions, and escalations; SIP trunking supports voice connections. Listed integrations include Salesforce, Intercom, Zendesk, Confluence, Contentful, Kustomer, Amazon Connect, and RingCentral. Decagon also lists workflow actions, human handoff, multilingual support, and API access. Security features include AES-256 storage and backup encryption, TLS 1.2 or higher in transit, and zero data retention with AI providers. The paid platform runs on the web and through an API, with pricing available on request.