About
Smarter support, stronger teams
At Capacity, we’re helping contact centers reduce costs, improve CSAT and support both AI agents and human agents with AI-powered efficiency.
We made the INC. 5000 list!
Origin Story
Built for the future of support
Capacity was born when David Karandish saw the writing on the wall. Support teams were drowning in disconnected systems. Efficiency was collapsing. Customers demanded instant, effortless experiences. Meanwhile, Amazon Alexa had just topped holiday sales—AI was going mainstream. But in the workplace? Execution was a mess.
We knew the future wasn’t in cobbled-together tools. It was in platforms. So we built Capacity: the unified CX automation platform that powers every support activity, from AI agent self-service to agent assist and post-call automation to outbound campaigns, with one AI Knowledge Orchestration Layer.
Today, with over 20,000 customers and a global team, we’re growing fast. Ready to transform support? Let’s go.
Origin Story
Built for the future of support
I think it's helpful to know why we started the company.
Jump in your Delorean back to 2016. I sold my last company and exited stage left. I'm not a lounge-around-the-house kind of guy, but at the same time I was completely burnt out.
I realized part of my own burnout was the burden of running an organization without the systems and processes (or machines as Ray Dalio would say) in place to scale. I didn't want to do that again.
I also have a passion to see people use their gifts and talents for good. But so many people don't spend their day working out of their gifts/talents, they spend their day answering stupid emails and agonizing through repetitive tasks.
This burden is shared throughout organizations, but it is felt most acutely by support teams. Support teams in HR answer questions about vacation policies. Support teams in IT answer questions around password resets. Contact center teams answer customer questions by email, phone and text. Even marketing teams focused on customer acquisition are often a form of support. There's nothing wrong with answering questions — but repeating the same thing over and over might make for an entertaining movie, but it is madness in the workplace.
All of these threads were bobbing around in my head when — during that Christmastime of 2016 — the top selling item on Amazon wasn't a book or a video game or a toy. It was Amazon's Alexa. For the first time in the history of this planet, the top selling item was an (albeit rudimentary) form of AI.
So I had this idea — if AI was going to be big for consumers, what if it could remove the mundanity of the average workplace? What if automation could make those repetitive tasks go away? What if support teams could focus on level 3 and 4 questions while shifting level 1 and 2 questions to a virtual agent? What if we had the audacity of putting these various types of technology together so that we could help teams do their best work?
It was like a rock in my shoe. I became obsessed with this idea that AI would change the way we work. I knew this wasn't a page turn or a chapter turn but a fundamental rewrite of the way people work.
I had a list of potential business ideas to pursue. But this was the one idea where I knew if I didn't pursue it, I would regret it for the rest of my life. So I joined with cofounder Chris Sims in 2017 to launch Capacity and build a team that's all in on solving this problem ever since.
Capacity in numbers
20K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Vision
Do the best work of your career
Our goal is for everyone who works at Capacity to look at their time here and say they are doing the best work of their career.
Mission
We help teams do their best work
We automate support for teams and customers using AI
to enable faster, smarter and more impactful interactions.
Values
Does this sound like you?
At Capacity, we push to hire, coach, recognize and reward around our values:
Hustle
We work harder, move faster and inspire others to do the same. No excuses.
Ownership
We are owners, not employees. We own our work, our mistakes and our impact.
Proactive
We don’t wait. We build, solve and improve. We get speeding tickets, not parking tickets.
Excellence
We set the bar high, surpass goals and double-check every little detail. We love to win.
Humility
No task is beneath us. We put the team first, step up and support each other—always.
Culture
Work like a pro, be part of a team.
We treat each other like adults, with freedom and responsibility. We celebrate wins, keep it fun and share our lives together (check our sandwich appreciation Slack channel). We like people whose achievement outpaces their ego.
If any of this sounds like you, join our team!
Community
Meet the next generation of innovators
We give back by supporting the next generation of tech entrepreneurs. Capacity supports Create-a-Loop, a charity which expands access to computer science education for all kids, no matter their background.
Awards
Innovation and culture, recognized
We’re honored to earn industry and workplace awards. Proof that our team is building something that matters.
Capacity Leadership
David Karandish, Founder CEO
David Karandish is Founder and CEO of Capacity, a unified AI-native customer experience platform headquartered in St. Louis. Before founding Capacity, David was CEO of Answers Corp., which he co-founded in 2006 and sold to a private equity firm in 2014 for more than $900 million—one of the largest exits in St. Louis tech history. Under David’s leadership, Capacity has grown to more than $100 million in annual recurring revenue and serves more than 20,000 organizations, making it one of the few independent AI customer experience companies to reach that scale. David also serves on the board of Create a Loop, a nonprofit that teaches kids AI and computer science.
Marcus Alexander, CFO and Head of Corporate Development
Marcus Alexander is CFO and Head of Corporate Development at Capacity, where he leads the company’s financial strategy, operations, and acquisition activity. Since joining Capacity in 2017, he has helped guide its growth from an early-stage company into a unified AI-native customer experience platform, including the strategic acquisitions that enhanced its capabilities across voice, messaging, agent assist, knowledge orchestration and post-interaction automation. Marcus brings more than 25 years of financial leadership experience across venture-backed, private equity-backed, and public companies. Before Capacity, he served as CFO of Catastrophe Solutions International and as VP and Corporate Controller at Answers Corporation, where he was part of the team through its more than $900 million exit. He began his career at Deloitte & Touche and Ernst & Young.
Karaline Venezia, Chief Revenue Officer
Karaline Venezia is Chief Revenue Officer at Capacity, where she leads the company’s revenue and go-to-market strategy for its AI-native customer experience platform. With more than 20 years in CX technology, she brings deep expertise in turning innovation into measurable business growth and building high-performing sales and commercial organizations. Before becoming CRO, Karaline served as VP of Industry Solutions at Capacity and Chief Commercial Officer at CX outsourcing provider XtendOps. Earlier, she spent more than six years in sales leadership at ForeSee, a pioneer in customer experience measurement. Her experience across CX measurement, outsourcing and AI automation gives her a broad perspective on how enterprise customer experience is evolving.
Tim Yeadon, COO
Tim Yeadon is Chief Operating Officer at Capacity, where he oversees org strategy, M&A integration, and global operations – working closely with senior leadership to align on execution priorities and company direction. Tim was one of Capacity’s earliest hires, joining in 2018 as the company’s first Head of Customer Success and helping onboard its lighthouse customers while shaping the early product roadmap. He went on to serve as Chief Revenue Officer for five years before stepping into the COO role in 2024 — giving him one of the broadest operational views in the company. Before Capacity, Tim spent seven years at Maryville Consulting Group as VP of Client Services, with earlier roles at CA Technologies and GTSI Corp. He brings 25+ years of experience across sales, marketing, client success, and operations in enterprise technology.
Sammie Stephens, SVP of Customer Success
Sammie Stephens is SVP of Customer Success at Capacity, where she leads the teams responsible for helping customers achieve long-term value from the company’s AI-native customer experience platform. Since joining Capacity as Director of Customer Success in 2019, she has advanced through multiple leadership roles, becoming VP and then SVP. Before Capacity, Sammie spent nine years at OneSpace, where she helped build the company’s account services function and ultimately served as Director of Strategic Accounts. With more than 16 years of experience in software and customer success, Sammie specializes in onboarding, retention, and building strategic customer partnerships that turn technology investments into measurable business outcomes.
Nigel Quinnin, SVP of Voice
Nigel Quinnin is SVP of Voice at Capacity, where he leads the company’s speech AI platform and enterprise voice architecture. Previously, he spent 13 years as CTO of LumenVox, helping grow the company from a startup into a globally recognized speech recognition provider trusted by Cisco, IBM, HP, Avaya, and Genesys – and guiding its acquisition by Capacity. Today, Nigel leads development teams across the United States and Europe, building secure, scalable voice AI solutions spanning speech recognition, biometrics, fraud detection and multi-factor authentication. He brings more than 25 years of experience solving complex voice AI challenges for enterprise organizations, including Fortune 100 companies with rigorous security and data-governance requirements.
Julia Dalton, SVP of Product at Capacity
Julia Dalton is SVP of Product at Capacity, where she leads product vision and strategy for the company’s unified AI-native customer experience platform. She is passionate about making complex technology feel simple and building products that are not only innovative, but genuinely useful. Her work brings together product strategy, enterprise AI, and the human challenge of helping organizations change how they operate. Before Capacity, Julia spent seven years as VP of Product at OneSpace and held senior product leadership roles at Textel and Network Solutions. With more than 20 years of experience spanning SaaS, ecommerce, messaging and data, she is focused on helping organizations adopt AI responsibly while building products that deliver meaningful, measurable value.
Kelly Stevens, SVP of Engineering
Kelly Stevens is SVP of Engineering at Capacity, where she leads a globally distributed team of more than 100 engineers responsible for the company’s AI platform, cloud infrastructure, security, and development systems. Since joining Capacity, Kelly has scaled the engineering organization from 30 to more than 100 people while building the processes needed to support rapid platform expansion and acquisition-led growth. Known for connecting complex technical decisions to clear business outcomes, she brings deep expertise in high-volume transactional systems, cloud computing, and agile software delivery. Before Capacity, Kelly held senior engineering leadership roles at Textel and OneSpace, leading engineering and product organizations for nearly a decade. She has more than 20 years of experience building enterprise-scale software.
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