Capacity

HQ: United States
Founded Year: 2017
Company Type: Privately Held
Category: Call Center AI
This is CXSpy's primary classification of the Capacity software. The software may fit other categories as well.
Type: platform
CXSpy classifies CX software in one of two types (a platform or a tool). This is our view of the Capacity software.

Description:Capacity is a unified CX automation platform for contact centers, sold as cloud SaaS from University City (St. Louis area), Missouri. Cofounders David Karandish and Chris Sims launched the company in 2017. Official pages describe one AI Knowledge Orchestration Layer that powers AI agents, real-time agent assist, conversation intelligence with automated QA, post-interaction workflows, and outbound SMS and voice campaigns. Channels listed include chat, SMS, voice, email, and web. The vendor says the platform is built for mid-market and enterprise contact centers, typically organizations running about 50 to 500-plus agents, across healthcare, retail, financial services, and insurance. Capacity publishes metrics of 20,000-plus customer organizations, 1.5 million-plus users, and 36.3 billion-plus automated interactions, and says it supports 250-plus integrations. The public pricing page describes Core, Pro, and Enterprise platform tiers plus usage-based AI Agent pricing by channel, without dollar list prices. Named logos and stories on Capacity.com include Newell Brands, Disney, Nike, American Express, DSW, NVIDIA, Choice Hotels, and others. Capacity is private. No public ticker, no vendor-stated current employee headcount, and no company-stated revenue figure appear on the official site or Wikipedia.

Capacity Call Center AI Software

About Capacity

Capacity is a privately held CX automation software company headquartered at 6665 Delmar Boulevard in University City, Missouri, in the St. Louis area. It was founded in 2017 by David Karandish (CEO) and Chris Sims. The product is positioned as a unified CX Automation Platform for contact centers: one AI Knowledge Orchestration Layer trains on organizational knowledge and then powers AI agents for self-service, real-time agent assist, conversation intelligence and auto QA, workflow automation, and outbound SMS and voice campaigns. Official materials list channels including voice, chat, SMS, email, and web, and more than 250 integrations with CRMs, helpdesks, and collaboration tools. Capacity markets to mid-market and enterprise support organizations and cites 20,000-plus customer organizations, 1.5 million-plus users, and 36.3 billion-plus automated interactions. Customer names published on Capacity.com include Newell Brands plus homepage logos such as Disney, Nike, American Express, DSW, NVIDIA, Choice Hotels, 3M, Sony, and others. Pricing is framed as an annual platform fee (Core, Pro, Enterprise) plus usage-based AI Agent charges; dollar amounts are not listed. Security claims include SOC 2 Type II, HIPAA, GDPR, and CCPA. The company is private with no public symbol. Current headcount and revenue are not stated on the official site or Wikipedia.

Capacity Features

1. AI Knowledge Orchestration Layer that unifies knowledge, data, and systems to power agents and workflows across channels.

2. Omnichannel AI Agents for voice, chat, SMS, email, and web that resolve routine inquiries with retained context.

3. Real-time Agent Assist with live guidance, suggested answers, sentiment, and next best actions during conversations.

4. Conversation intelligence with automated QA, interaction summaries, and CSAT signals after every conversation.

5. Outbound AI campaigns over SMS and voice for reminders, payments, promotions, and proactive outreach.

6. Low-code and no-code workflows, Builder Agents, and post-interaction automation connected to existing systems.

7. Analytics and continuous optimization that feed insights back into knowledge and automation.

8. 250-plus prebuilt integrations plus APIs, with enterprise security claims including SOC 2 Type II, HIPAA, GDPR, and CCPA.

Capacity Pricing

Public pricing page describes Core, Pro, and Enterprise platform tiers (annual platform fee) plus usage-based AI Agent pricing by channel (chat per response, voice per minute, email per response, SMS per message) and Agent Assist priced per hour of agent time. No dollar list prices are published. Contact the vendor.

Capacity Customers

Newell Brands; Disney; Nike; American Express; DSW; NVIDIA; Choice Hotels; 3M; Sony; Valvoline; Aveda; Kraft Heinz; SSM Health; Titleist; Pearson; McGraw Hill; YMCA; US Army; AAA; HomeAdvisor; BankSouth; Banfield Pet Hospital; PRMG; Asembia

Capacity Socials