Conversation Intelligence
Understand every conversation for smarter decision making.
Automatically analyze all your customer conversations using AI. Find your highest-impact opportunities for CX and agent performance improvements.
Why this matters
Blind decisions slow progress. Delayed insights cost revenue. Get real-time interaction data and predictive intelligence to continuously improve support.
How it works
Listen to every conversation
Capacity integrates with the most popular CCaaS providers to capture every interaction, making it easy to connect your customer service channels and start analyzing voice and digital conversations.
Understand your customer interactions
Answer the biggest “what” and “why” questions about your customer experience and contact center performance. Capacity uses AI and machine learning to analyze and categorize key events, behaviors, and topics within conversations.
Act on agent and customer insights
Identify the controllable factors impacting your contact center performance so you can make measurable improvements. Capacity’s insight categories, AI-powered predictive scoring, and user-friendly reporting and dashboards show you the fastest paths to reducing operational costs, increasing sales, and strengthening customer loyalty.
Get the highlights
Faster resolutions
AI suggestions cut handle times and improve accuracy.
Smarter coaching
Real-time insights boost agent performance instantly.
Seamless integration
Works effortlessly with CRMs, helpdesks and more.
Capacity in numbers
20K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Built to deliver insights you can act on
Insight libraries
Immediately start tracking contact reasons, agent behaviors, signs of customer effort, and other key conversation events with Capacity’s large libraries of out-of-the-box insight categories. Easily add custom categories without relying on your IT team.
- 1200+ pre-built insight categories
- Vertical-specific insight libraries
- No-code custom category builder
- Jump to categories in interactions
Automated QA & predictive scoring
See custom QA scores and AI-powered predictive scores for customer satisfaction, effort, and sentiment.
- Automated QA for every interaction
- Predictive CSAT and customer effort scores
- Agent and customer sentiment scores, plus detection of 28+ distinct emotions
Performance Dashboards
Get a complete view of support operations with real-time dashboards that give instant insights into performance, efficiency and impact across support.
- Deflection & Containment – Measure how automation reduces live agent escalations.
- Sentiment Analysis – Track customer emotions to identify friction points in support journeys.
- Agent Assist Metrics – Evaluate response accuracy, resolution speed and knowledge base effectiveness.
Advanced analytics
Understand the factors impacting your customer experience and contact center performance. Find your best opportunities for high-impact improvements.
- 18+ types of root cause analyses
- Repeat contact analysis
- Generative AI call summaries and interaction queries
Ready to elevate every conversation?
Find out how Capacity can help your team do their best work.