Agent Coaching
Agent Coaching for Faster Resolutions.
When agents get better and faster, so does your business. Sharper skills, quicker resolutions, unstoppable growth.
Why this matters
Lack of coaching, slow insights and wasted time kill contact center performance and productivity. Spend less time evaluating agents and more time coaching using AI.
Get the highlights
Faster, better coaching
AI-driven insights speed up agent improvement and performance gains.
Higher conversions
Better-trained agents close more sales and resolve issues faster.
Lower contact center costs
Reduced handle times and automated coaching cut operational expenses.
Capacity in numbers
14.7B
ASR/transcription interactions
6.6B
Text to speech interactions
2.7B
Outbound calls automated
Explore the features
Agent Performance Monitoring
Smarter coaching, stronger performance
Automatically score 100% of interactions to help agents improve faster, boost performance and deliver better customer experiences.
Speech & Sentiment Analytics
Turn insights into action
Track agent performance, customer sentiment and key trends with AI-driven dashboards, reports and speech analytics.
Comprehensive Call & Screen Recording
Capture every interaction, every time
Capture and review every customer interaction with full audio and multi-screen recording for compliance, training and quality assurance.
Real-Time Conversation Alerts
Keep abreast of every conversation
Instantly detect critical moments in conversations—silence, frustration or key phrases—to take action when it matters most.
Embedded eLearning & Training
Train agents faster to perform better
Turn agent interactions into reusable coaching examples. Add eLearning snippets to train new hires fast and boost ongoing agent performance.
Enterprise-Ready, Scalable Deployment
Scalable, secure and enterprise-ready
Secure, flexible and easy to deploy on Microsoft Azure—built to support businesses of any size, from startups to enterprises.
Trusted by 19,000+ organizations
Frequently asked questions
What is Capacity Coaching?
Capacity Coaching is an AI-powered workforce optimization solution that enhances agent performance through automated coaching, quality monitoring and in-depth analytics.
How does Capacity Coaching improve agent performance?
It provides AI-driven quality monitoring, real-time coaching alerts and eLearning tools to help agents improve efficiency, reduce call times and enhance customer satisfaction.
Does Capacity Coaching support call and screen recording?
Yes, it offers synchronized voice and multi-screen recording, enabling full visibility into agent interactions for compliance, training and performance optimization.
How does Capacity Coaching use AI in quality monitoring?
It automatically scores customer interactions, tracks sentiment and detects key phrases to provide real-time insights and actionable coaching recommendations.
Can Capacity Coaching integrate with existing systems?
Yes, it seamlessly integrates with existing softphone systems, CRMs and other business applications for streamlined workflows and data accessibility.
What analytics capabilities does Capacity Coaching offer?
It features advanced dashboards, speech analytics and customizable reports to track agent performance, customer sentiment and key interaction trends.
How does Capacity Coaching help reduce call handle time?
By analyzing interactions, identifying inefficiencies and providing targeted coaching, it helps agents resolve customer issues faster and more effectively.
Is Capacity Coaching available in the cloud?
Yes, it is a secure, multi-tenant cloud solution hosted on Microsoft Azure, offering flexible deployment and scalability for businesses of any size.
What industries benefit most from Capacity Coaching?
It supports industries like finance, healthcare, insurance, retail, utilities and travel by optimizing customer interactions and improving compliance.
How does Capacity Coaching support agent engagement?
It delivers real-time coaching, AI-powered evaluations and interactive eLearning to keep agents engaged, reduce turnover and drive better customer outcomes.
Get Started
Empower your support team with Capacity’s Agent Coaching.