Capacity
Capacity · St. Louis, Missouri, USA · founded 2017
What it is
Capacity is a CX automation platform for contact centers, connecting knowledge, data, and systems for AI agents and agent tools. Its agents support chat, SMS, voice, and email. Additional capabilities include real-time agent assist, automatic quality assurance, conversation intelligence, and outbound campaigns. Capacity describes an AI Knowledge Orchestration Layer that learns from interactions and supports these functions. The platform targets mid-market and enterprise contact centers, typically 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 hours for assist and intelligence. Capacity lists 273 integrations, including Salesforce, Zendesk, Slack, and Microsoft Teams. It states that data is encrypted with AES-256 at rest and TLS 1.2 or higher in transit, with GDPR, HIPAA, and SOC 2 Type II compliance. Plans are Core, Pro, and Enterprise, with storage limits up to 100GB, 1TB, and 2TB. Pricing is on request and there is no free plan.
For and against
For
- Supports chat, SMS, voice, and email agents
- Includes real-time agent assist and auto QA
- Lists 273 integrations
- Provides API access and workflow actions
- States GDPR, HIPAA, and SOC 2 Type II compliance
Against
- Pricing is available only on request
- No free plan is offered
- Usage is metered by responses, minutes, messages, or hours
- Storage limits vary by plan
The verdict
Capacity combines multichannel AI agents with agent-support and contact-center intelligence tools. Its broad integrations and stated security controls suit larger support operations, but buyers must request pricing and account for usage-based units.
Who it suits
Capacity is aimed at mid-market and enterprise contact centers with roughly 50 to 500 or more agents. It fits teams needing multichannel AI agents, agent assistance, integrations, and workflow actions.
Plans and prices
Core
Sized for small teams · 5 dashboards · 100 AI Assistant questions · Up to 100GB storage
Read 21 Oct 2026 · capacity.com
Enterprise
Sized for large teams · Campaigns and CRM included · 10 dashboards · 100 AI Assistant questions
Read 21 Oct 2026 · capacity.com
Pro
Sized for growing teams · Helpdesk, live chat and inbox · 8 dashboards · 100 AI Assistant questions
Read 21 Oct 2026 · capacity.com
On the record
- Access controls
- The security page describes role-based permissions, audit logs and single sign-on options including Okta and Azure AD.capacity.com · read 21 Oct 2026
- Agent Assist
- Agent Assist provides human support representatives with real-time guidance and answers during interactions.capacity.com · read 21 Oct 2026
- AI data privacy
- Capacity says customer data is not shared or used to train external AI models.capacity.com · read 21 Oct 2026
- AI features
- The platform includes AI agents, real-time agent assist, auto QA, conversation intelligence, and outbound campaigns.capacity.com · read 12 Oct 2026
- AI privacy
- Capacity says customer data is never shared or used to train external models.capacity.com · read 12 Oct 2026
- 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.play.google.com · read 21 Oct 2026
- 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.support.capacity.com · read 21 Oct 2026
- Channels
- Its AI agents support chat, SMS, voice, and email.capacity.com · read 12 Oct 2026
- Chat AI agent
- The platform offers chat AI agents to answer customer questions and automate support interactions.capacity.com · read 21 Oct 2026
- Company
- Capacity says it was founded in 2017 by David Karandish and Chris Sims and is headquartered in St. Louis.capacity.com · read 12 Oct 2026
- 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.linkedin.com · read 21 Oct 2026
- Company legal name
- The services agreement names AI Software, LLC and its affiliates as Capacity.capacity.com · read 21 Oct 2026
- Company size
- LinkedIn lists Capacity in the 51–200 employee range.linkedin.com · read 21 Oct 2026
- Conversation analytics
- Analytics features include Auto QA, conversation intelligence, AI CSAT, coaching and interaction summaries.capacity.com · read 21 Oct 2026
- Developer platform
- Capacity says admins can manage API connections and edit, permission or retire application skills through its developer platform.capacity.com · read 21 Oct 2026
- Documentation
- The public knowledge center organizes articles on onboarding, knowledge management, helpdesk, AI, workflows, analytics, integrations, API use and troubleshooting.support.capacity.com · read 21 Oct 2026
- Email AI agent
- Capacity lists email AI agents as part of its support automation platform.capacity.com · read 21 Oct 2026
- Human handoff
- Yescapacity.com · read 23 Sep 2026
