Capacity vs Teneo

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.

Teneo is an enterprise conversational AI platform that runs on top of an existing contact center. It combines Teneo Linguistic Modeling Language with large language models, including models from OpenAI and Anthropic. Its voice agents let customers explain issues in natural language; agents can resolve routine requests or pass complex cases to human agents with conversation context. Teneo says it supports 86+ languages and has more than 17,000 AI agents in production. It orchestrates contact center platforms including Genesys Cloud and Amazon Connect, with pre-built connectors for both, and offers low-code, drag-and-drop integration nodes plus a Public API. Teneo Studio supports building, testing, deploying, analyzing, and optimizing conversational solutions; documentation also describes a web widget. Deployments are available on-premise, in private cloud, and as SaaS. The company says it is ISO 27001 certified, and its SaaS delivery is covered by SOC 2 Type I and Type II reports for Security. The product is paid, with pricing on request, and a free trial is listed. A Teneo 8 promotion offers select organizations two months of free access, a custom AI agent, and onboarding sessions.