Capacity, the AI-powered support automation platform for Contact Centers, has announced more than $92 million in investments to fuel its expansion. Additionally, the support automation platform is accelerating its leadership in Contact Center technology with the acquisitions of Call Criteria and Verbio Technologies. These strategic acquisitions expand Capacity’s capabilities in voice AI, quality assurance (QA) automation and speech analytics.
The new investments in Capacity include $50 million from Chicago Atlantic, a private markets investment firm, and a Series D round close at $42.6 million. The company previously announced an initial $26 million fundraise in its Series D round, which was oversubscribed. Capacity will use the Series D proceeds to continue growth and product innovation as part of a compound startup strategy.
“Support is more important than ever for brands across industries, but point solutions can’t effectively solve complex issues,” said David Karandish, CEO, Capacity. “New funding is enabling us to bring together the best technologies in our industry to build a complete, AI-powered support automation platform that helps Contact Centers operate across channels using shared knowledge.”
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More than 20,000 businesses rely on Capacity’s AI support automation platform to grow revenue, cut costs and improve customer satisfaction across channels. Capacity has deep experience in knowledge management and Contact Center automation. The acquisitions of Call Criteria and Verbio Technologies signal a significant commitment to delivering the fully integrated tech stack large-scale organizations need to provide superior support.
“Companies are under pressure to improve customer experiences while cutting costs. With Call Criteria and Verbio Technologies, we’re strengthening our platform to deliver faster, more personalized and fully automated support,” said Karandish.
Elevating Agent Performance with Call Criteria
Call Criteria offers QA automation tools that analyze Contact Center interactions using speech analytics and generative AI, helping businesses identify coaching opportunities, improve compliance and elevate agent performance.
“Traditional QA is slow and subjective,” said Ryan Stomel, CEO of Call Criteria. “Together with Capacity, we’re automating QA to drive meaningful improvements in every customer interaction.”
SOURCE: PRNewswire