Most contact centers are stitching together four or five disconnected AI vendors that don’t learn from each other. Capacity replaces that fragmentation with one platform, powered by our AI Knowledge Orchestration Layer. Capacity helps keep answers consistent, boost agent productivity and improve support at scale — without the overhead and complicated integrations that come with managing multiple vendors.

The AI Knowledge Orchestration Layer is the foundation that powers the whole platform. It informs every activity and learns the more it’s used, so Capacity gets smarter with every interaction.

AI agents use the Knowledge Orchestration Layer to resolve routine contacts without escalation. Real-time agent assist surfaces the right answer at the right moment, so agents don’t have to switch tabs and calls resolve faster. Auto QA draws on the Knowledge Later to evaluate 100% of interactions, and conversation intelligence uses trends and gap insights to improve knowledge continuously.

Capacity supports chat, SMS, voice and email. Train the AI Knowledge Later once, and it will work across every channel to provide accurate, consistent experiences. Update knowledge whenever you need, and it will update everywhere, no matter the channel.

Yes. Capacity’s AI agents automate outbound SMS and voice campaigns for activities like proactive appointment reminders, payment nudges, deal promotions and more. Outbound interactions run on the same AI Knowledge Orchestration Layer as your inbound channels, so messaging stays consistent and every conversation feeds back into your analytics.

Capacity is built on agentic and generative AI. Capacity’s AI agents can reason across multiple steps, make decisions, trigger workflows and hand off to humans when needed, all without manual intervention. Under the hood, the AI Knowledge Orchestration Layer combines large language models, retrieval-augmented generation and your organization’s own data to generate accurate, context-aware responses. The result is AI that works the way a high-performing contact center actually operates: autonomously handling what it can, escalating what it should and getting smarter with every interaction.

Capacity is built for mid-market and enterprise contact centers — typically organizations running 50 to 500+ agents across industries like healthcare, retail, financial services and insurance. If you’re responsible for CX outcomes and under pressure to reduce costs without sacrificing quality, Capacity is built for you.

No. Capacity AI agents handle repetitive, high-volume interactions so your agents can focus on complex, high-value conversations. It is also designed to empower agents with real-time agent guidance, sentiment analysis, coaching, post-call automation and conversation intelligence. Capacity believes in a hybrid human + AI approach that makes support better and teams smarter.