by Eglė Račkauskaitė | Sep 18, 2026 | Artificial Intelligence
Category Vendor Key Features Unified AI-native platforms CapacityAI Knowledge Orchestration Layer, AI virtual agents, real-time agent assist, auto-QA, outbound automation CrestaReal-time agent coaching, generative AI agents, conversation intelligence, behavioral...
by Julia Dalton | Jul 30, 2026 | AI Agents & Automation
Voice is still the channel your customers reach for when it actually matters. The billing problem they can’t figure out. The claim that’s stuck. The thing they’ve already tried to solve twice online and now they just want to talk to someone....
by Team Capacity | Jun 17, 2026 | Artificial Intelligence
Most contact center teams aren’t short on data. They’re short on time to do anything with it. Thousands of interactions happen every week across voice, chat, SMS and email. Every one of them contains crucial CX signals: what’s driving escalations,...
by Scott Litman | Sep 19, 2025 | News & Stories
Q & A with Karen Kraft, Associate Director of Consumer Insights & Analytics, Johnsonville What are some of the current pain points that you were looking for Capacity’s Answer Engine® to alleviate? We initially hired Capacity’s Answer Engine to help us more...
by Scott Litman | Jul 14, 2025 | Customer Experience
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...
Customer Support
HR & Ops
IT Support
Sales & Marketing
