Capacity vs Genesys Cloud Agentic Virtual Agent
Capacity
capacity.com
Genesys Cloud Agentic Virtual Agent
genesys.comSide by side
| Figure | Capacity | Genesys Cloud Agentic Virtual Agent |
|---|---|---|
| Price from | — | $6.25/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 6 | 8 |
| Spec score · AI Customer Service Agents | 8.5 (#3) | 7.7 (#24) |
| Founded | Capacity says it was founded in 2017 by David Karandish and Chris Sims. | 1990 |
| Headquarters | Capacity identifies St. Louis as its headquarters; LinkedIn lists University City, Missouri and the 6665 Delmar Boulevard address. | Menlo Park, California, United States |
| Integrations | Capacity advertises more than 250 prebuilt integrations, with examples including Salesforce, Zendesk, HubSpot, Slack, Microsoft Teams and Google Workspace. | Genesys says its AppFoundry Marketplace offers more than 600 apps and integrations, including CRM and unified communications integrations. |
| Support | Capacity lists standard onboarding and support as included with a subscription; the support page also provides [email protected] for help. | Genesys’s site links to a customer support portal for submitting and tracking support tickets. |
| What it does | Capacity is a CX automation platform for customer support that combines AI agents, human agent assistance, analytics and outbound engagement. | Agentic Virtual Agents reason, act and adapt through customer journeys to resolve complex tasks end to end while maintaining context across channels. |
Plans
Capacity
- CorePrice not published
- CorePriced on request
- EnterprisePrice not published
- EnterprisePriced on request
- ProPriced on request
- ProPrice not published
Genesys Cloud Agentic Virtual Agent
- Genesys Cloud CX 1$75 a month
- Genesys Cloud CX 2$115 a month
- Genesys Cloud CX 3$155 a month
- Genesys Cloud CX 4$240 a month
- Genesys Cloud CX 1$75 a year
- Genesys Cloud CX 2$115 a year
- Genesys Cloud CX 3$155 a year
- Genesys Cloud CX 4$240 a year
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.
Genesys Cloud Agentic Virtual Agent
Genesys Cloud Agentic Virtual Agent is a paid virtual-agent offering designed to resolve complex customer tasks across journeys while keeping context across channels. Its agents use large action models to plan and execute multi-step workflows with approved tools and guardrails. They can be configured in Genesys Cloud AI Studio to combine voice and digital interactions with actions in back-office systems.
Genesys describes no-code design, unified context and cross-channel orchestration. When an agent encounters missing data, an off-script situation or changing context, it can re-plan and choose another action. Genesys says autonomous actions are planned, validated and logged, with explainable decisions and auditable outcomes; agents can hand off context to humans and escalate when needed. Supported channels include voice, email, web chat, SMS, WhatsApp, Facebook Messenger, Instagram, X direct messages, Apple Messages for Business and open messaging. Virtual agents are listed in all four Genesys Cloud CX editions. Listed annual-billing prices are $75.00, $115.00, $155.00 and $240 a month for CX 1 through CX 4 respectively. Certain features require AI Experience tokens, and usage-based pricing may apply.