Contact Center Automation: Why It’s Time to Ditch Manual Processes
Too many tabs. Too many tools. Too much wasted time. If your Contact Center agents are juggling multiple systems just to complete basic tasks, you're not alone – and you're definitely not operating at peak efficiency. The root cause? A lack of Contact Center...
6 Best Practices for Implementing AI in Insurance
From underwriting and claims processing to customer service and compliance, AI can help insurance companies reduce costs, improve customer satisfaction, and increase operational efficiency. In fact, according to a recent survey from Glide of over 1,000 operations...
Capacity Secures $92M in Investments and Acquires Call Criteria and Verbio Technologies
Capacity has announced more than $92 million in investments to fuel its expansion. Additionally, the support automation platform is accelerating its leadership in Contact Center technology with the acquisitions of Call Criteria and Verbio Technologies. These strategic...
How Conversational Banking Can Improve CX and Lower Expenses
The banking industry has been quick to adopt artificial intelligence (AI)—and for good reason. In an industry with such a high number of customers and clients, tons of numbers to crunch, and the high risk of expensive errors, AI offers a way to work much more...
Why Agent Support Is the Key to Better Customer Experience
The Problem: Agents Don’t Have the Support They Need to Provide Seamless CX Not every customer issue can be solved by a virtual agent. When things get complex, human agents step in—but far too often, they’re doing so without the tools, training, or support they need....
How to Fix Disconnected Channels and Deliver a Unified Customer Experience with Intelligent Virtual Agents
Customers today expect to connect with your brand on their terms — whether that’s through chat, voice, email, SMS, or social. But here’s the problem: too many disconnected channels create chaos. Customers bounce from one touchpoint to another, forced to repeat...
Podcast: Reimagining the Contact Center
In a recent episode of Reimagining the Contact Center, host Mark Bernstein sits down with Capacity CEO, David Karandish, for a thought-provoking conversation that starts with the evolution of Contact Centers and ends up diving deep into the future of work, AI, and...
How to Automate Your Claims Processing
In an industry built on trust, precision, and timely support, traditional insurance claims processing is often a source of frustration for both insurers and policyholders. Long cycle times, manual data entry, slow support, and siloed information are just a few of the...
10 Freshdesk Alternatives for AI-Powered, Omnichannel Support
Your support team deserves more than outdated and clunky systems. They need intuitive automation, advanced AI tools, cost optimization, and a knowledge base—features that modern customer support software should deliver. If you’ve been using or considering...
Why Call Centers Need an Answer Engine®
Call center leadership knows the struggle all too well. Reps are bouncing between multiple systems during live calls, searching through scattered documentation and logs spread across tools, platforms, and storage systems—while customers wait on hold. Training new...