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What Is Capacity?

Capacity is an AI-powered support automation platform designed to centralize your company’s knowledge and automate repetitive tasks across every channel. Whether you handle voice calls, web chat, email, social media, SMS or in-app support, Capacity acts as the single source of truth that resolves inquiries quickly and consistently.

At its core, Capacity aims to help teams:

• Scale responses without inflating headcount
• Reduce resolution times through instant, AI-driven answers
• Improve customer and employee satisfaction by delivering accurate information across platforms

Features

Capacity packs a robust set of features that cover everything from automated virtual agents to deep analytics. Below, I break down the standout capabilities that make it a true powerhouse for support teams.

Intelligent Virtual Agents

Capacity’s virtual agents leverage advanced natural language understanding to handle up to 90% of common inquiries across chat, email, voice, and SMS. They deliver fast, on-brand responses without manual intervention.

• Multi-channel coverage: Deploy the same virtual agent logic on web, mobile, and voice platforms.
• Context retention: Remember past interactions to maintain conversation continuity.
• Customizable workflows: Design unique dialogue flows for different departments or products.

Agent Assist & Live Support

For cases requiring human agents, Capacity provides real-time coaching and content suggestions directly in your helpdesk interface. This means fewer escalations and faster resolutions when live support is necessary.

• Instant knowledge snippets: Surface relevant articles and FAQs as agents type.
• AI-driven prompts: Receive recommended next steps based on conversation context.
• Seamless handoff: Switch users from bots to agents without losing history.

Campaigns & Workflows

Automating follow-ups and routine tasks has never been easier: define triggers, set up actions, and let Capacity’s no-code workflow builder take care of the rest.

• Trigger-based automation: Send reminders, escalate tickets, or transfer data when conditions are met.
• Drag-and-drop builder: Visual interface for mapping out multi-step processes in minutes.
• Reporting hooks: Attach data exports and analytics to each workflow for performance tracking.

Conversational AI

Capacity’s conversational engine goes beyond keyword matching, understanding user intent and adapting on the fly for natural, fluid interactions. This reduces frustration and raises completion rates.

• Intent detection: Accurately classify user requests using pre-trained and custom models.
• Multi-turn dialogues: Handle follow-up questions without retraining logic.
• Language support: Add multilingual capabilities to serve global audiences.

Analytics & Insights

With built-in dashboards and reporting tools, Capacity empowers you to measure support performance at a glance and make data-driven improvements.

• Interaction analytics: Track volume, resolution times, and channel distribution.
• Knowledge base gaps: Identify unanswered questions to enrich your content repository.
• Agent performance: Monitor response quality and compliance with SLAs.

Enterprise-grade Security

Security is non-negotiable. Capacity offers robust controls to keep your data safe, including full encryption, role-based access, and continuous threat monitoring.

• Data encryption: Protect sensitive information at rest and in transit.
• Compliance certifications: Meet GDPR, HIPAA, and other regulatory standards.
• Access controls: Granular permissions to restrict feature and data access.

Seamless Integrations

Whether you’re using a CRM, helpdesk, or collaboration platform, Capacity plugs into your existing stack with over 250 pre-built connectors and flexible APIs.

• CRMs: Salesforce, HubSpot, Zoho, and more.
• Helpdesks: Zendesk, Freshdesk, ServiceNow, etc.
• Collaboration tools: Slack, Microsoft Teams, Google Workspace, and others.

Pricing

Capacity offers flexible pricing tiers to suit startups, growing teams, and large enterprises. Below is an overview of each plan so you can determine which fits your budget and needs.

Starter Plan

• Who it’s for: Small businesses and pilot projects
• Price: $49 per user/month
• Includes:
  • Core virtual agent functionality
  • Basic analytics dashboard
  • Email and chat support

Growth Plan

• Who it’s for: Teams scaling automation efforts
• Price: $199 per user/month
• Includes:
  • All Starter features
  • Advanced workflow builder
  • Multi-channel voice and SMS support
  • Priority email support

Business Plan

• Who it’s for: Mid-market organizations aiming for omnichannel support
• Price: $499 per user/month
• Includes:
  • All Growth features
  • Dedicated virtual agents per department
  • Custom SLA tracking and reporting
  • 24/7 live chat support

Enterprise Plan

• Who it’s for: Large enterprises with complex security/compliance needs
• Price: Custom (contact sales)
• Includes:
  • All Business features
  • On-prem or private cloud deployment options
  • Dedicated account management
  • Custom integration and implementation services

Benefits to the User (Value for Money)

Investing in Capacity delivers clear returns on both efficiency and customer satisfaction. Here’s how I’ve seen teams benefit:

• Cost Reduction:
  Automate routine tasks and minimize manual overhead, slashing support staffing costs by up to 30%.
• Faster Resolution Times:
  AI-driven answers cut average ticket resolution by half, boosting customer happiness scores.
• Revenue Growth:
  Consistent, accurate support encourages upsells and renewals by eliminating friction in the customer journey.
• Scalability:
  Handle surges in volume without adding agents—Capacity scales seamlessly with demand.
• Unified Knowledge Base:
  Centralize documentation and FAQs for quicker updates and stronger brand consistency.
• Enhanced Agent Productivity:
  Real-time tips and content suggestions mean agents spend less time searching and more time solving.
• Data-driven Decisions:
  Analytics and insights highlight areas for improvement, enabling continuous optimization.
• Secure Operations:
  Enterprise-grade security ensures compliance and protects sensitive customer information.
• Easy Adoption:
  No-code workflows and pre-built integrations get you up and running in days, not months. By choosing Capacity with our special discount, you maximize ROI from day one.

Customer Support

Capacity’s in-house support team is renowned for responding swiftly and thoroughly. From the moment you sign up, you’ll have access to a dedicated onboarding specialist who guides you through implementation and configuration. Ongoing support is available around the clock via email or live chat, ensuring that you can keep automation running smoothly even during peak demand periods.

If you prefer voice assistance, Capacity also offers phone support for critical issues, with guaranteed SLA response times for Business and Enterprise customers. The support staff leverages the same platform they assist you with, meaning every question is logged, tracked, and resolved within the unified system—a perfect example of eating their own dog food.

External Reviews and Ratings

On G2, Capacity earns an average rating of 4.7 out of 5 stars, with reviewers praising its intuitive interface and powerful AI accuracy. Capterra users highlight how quickly they saw ROI, often within the first quarter of deployment. Across peer review sites, common compliments include:

• “Remarkable reduction in ticket volume—our helpdesk team can finally focus on complex issues.”
• “Seamless integration with Slack and Zendesk—no more context-switching.”
• “Outstanding onboarding experience—my team was live within two weeks.”

Some users note a learning curve around advanced workflow setup and occasional false positives in intent detection. Capacity addresses these concerns by continuously refining their AI models, adding more pre-built templates, and offering targeted training sessions to smooth out the ramp-up period.

Educational Resources and Community

When it comes to learning and mastery, Capacity provides a wealth of materials. Their official blog covers best practices, case studies, and feature deep dives. Video tutorials on the Capacity YouTube channel walk you through everything—from building your first virtual agent to crafting complex workflows. An extensive online documentation portal offers step-by-step guides and API references.

Beyond formal resources, Capacity fosters an active user community. Monthly webinars allow customers to exchange tips, while a dedicated Slack workspace connects practitioners worldwide. For those looking for peer support, moderated forums and local user groups are available, creating a collaborative environment where members share templates, custom code snippets, and success stories.

Conclusion

From automating repetitive inquiries with intelligent virtual agents to empowering live agents with real-time coaching, Capacity covers every angle of modern support. Its unified knowledge base, powerful analytics, and seamless integrations make it a standout choice for businesses of all sizes. And don’t forget—the exclusive Get up to 20% OFF Capacity Today is waiting for you right now. Capacity pulls ahead of the competition by combining flexibility, security, and expert support into one comprehensive platform.

Ready to transform your customer experience and reduce costs in one fell swoop? Don’t miss out—Get Started with Capacity Today.