Capacity

What is Capacity?

Capacity is a customer-experience automation platform. AI agents answer customers and employees on voice, chat, SMS, email, web and social channels. One knowledge base feeds every channel, so you train once and reuse the content. The site lists 20,000+ customers, 1.5 million users and 36.3 billion automated interactions, and says the company was founded in 2017.

Who is it for?

Contact centers running 50 to 500+ agents, mainly in healthcare, retail, financial services and insurance. Teams with a low ticket volume cannot spread the usage fees and setup work over enough tickets. Those teams should look at a help desk with a built-in bot.

Pricing

• Core: annual subscription for the essential tools to launch AI-powered support.
• Pro: annual subscription with the full platform and Agent Assist.
• Enterprise: annual subscription with the full suite and advanced compliance.
• Usage fees: chat and email per response, voice per minute, SMS per message. Volume discounts apply.
• Add-ons: real-time Agent Assist and Conversation Intelligence and QA, each billed per agent hour.

No prices are published. Prices checked on 6 October 2026.

Strengths

• Channel coverage: one setup handles voice, chat, SMS, email, web and social.
• 270+ integrations: the integrations page lists Salesforce, HubSpot, Zendesk, ServiceNow, Slack, Microsoft Teams, Shopify and Stripe.
• Agent Assist: live agents get suggested responses and knowledge during a conversation.
• Conversation Intelligence and QA: an add-on that reviews conversations per agent hour.
• Contact center connectors: the list includes Five9, Genesys, RingCentral and Twilio.

What to consider

• No public prices. Cost depends on tier, usage mix and add-ons, so you cannot estimate it before a sales call.
• Usage fees per response, minute or message grow with ticket volume.
• Agent Assist and conversation QA cost extra, billed per agent hour.
• Setup means building the knowledge base and workflows for your own cases, which takes project time.

Bottom line

Shortlist Capacity if you run a contact center of 50+ agents on several channels and already use Salesforce, Zendesk or a contact center platform from its integration list. Before buying, ask for a quote that shows usage fees at your monthly ticket volume.