Capacity

What Capacity does

• AI agents. Resolve inquiries across chat, SMS, voice, email and web and escalate to humans.
• Real-time agent assist. Gives agents customer context, sentiment analysis, conversation guidance and next steps.
• Auto QA and analytics. Conversation intelligence, AI CSAT scoring, agent coaching and interaction summaries.
• Outbound campaigns. SMS, voice and WhatsApp campaigns such as appointment reminders and payment nudges.
• Builder Agents. Create AI agents with AI, backed by APIs and a developer platform.

Who it’s for

• Mid-market and enterprise contact centers
• Teams wanting one knowledge layer behind agents and agent assist
• Healthcare, retail, finance and insurance support operations

Capacity pricing

Core, Pro, Enterprise tiers sized by users, plus per-use rates for AI agents and agent assist; no prices listed, contact sales

As listed on November 9, 2026. Check capacity.com for current prices.

Things to know

• No public prices; platform fee plus usage rates, quote required
• Enterprise tier is where campaigns, CRM and HIPAA package are offered

Quick answers

What is Capacity?

Capacity is a customer experience automation platform that connects an organization's knowledge, data and systems into one AI knowledge layer for contact centers.

Is Capacity free?

Capacity is billed by usage. (As listed on November 9, 2026.)

Who makes Capacity?

Capacity is made by Capacity and has been available since 2017.

Where can you use Capacity?

Capacity is available on the web, iOS and Android.

What are some alternatives to Capacity?

Other tools filed in the same section include NiCE CXone, Observe.AI and Zendesk AI.

Tags

#contact-center#ai-agents#agent-assist#quality-assurance#knowledge-base#analytics