by Eglė Račkauskaitė | Jun 30, 2026 | Contact Center AI
Contact center KPIs measure how well and how fast your human and AI agents solve customer problems. However, most modern contact centers measure more than just speed and quality. And with AI agents, old KPIs often don’t cut it anymore. For example, a 2024 March...
by Eglė Račkauskaitė | Jun 26, 2026 | Artificial Intelligence
This guide on AmplifAI vs Capacity offers a complete overview of both tools and a comparison to help you make the best decision for your business and team. AmplifAI and Capacity are both customer support automation solutions, but where one brings a unique...
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 Eglė Račkauskaitė | May 15, 2026 | Contact Center AI
Contact center analytics is a feature that collects, measures, and analyzes data from customer interactions and operations within a contact center to improve performance, personalize customer experience, and fill any service gaps. It’s a crucial differentiator...
by Eglė Račkauskaitė | May 15, 2026 | Artificial Intelligence
Not sure whether Cresta or Capacity is better for your customer support? The main difference when comparing Cresta vs Capacity is that Cresta is more of an overlay AI solution for enterprises to enhance their current tech stack, while Capacity offers a unified CX...
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