Speech Analytics
Make Every Call Count
AI-powered, human-refined speech analytics turns every call into faster coaching and consistently stellar service.
Why this matters
Most contact centers fear analytics complexity and cost​. Capacity’s intuitive human + AI solution flips that fear into fast, tangible results.
Get the highlights
Faster ROI
Measurable returns in weeks, not months
100% coverage
Analyze all calls, not just a random sample
Supercharge growth
Increase conversions by 12%, retention by 9%
Capacity in numbers
19K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
Human+AI Accuracy
Get precise insights faster
Combines human oversight and AI speed to ensure exceptionally accurate call analysis without overwhelming your team.
Complete Call Analysis
No conversation left behind
Automatically transcribes and reviews every call—not just samples—eliminating blind spots in agent performance and customer experience.
Smart Real-Time Alerts
Only alerts that matter
Sends targeted real-time notifications about critical call issues, without flooding agents with distracting interruptions.
Actionable Dashboards
Insights at your fingertips
Clear, intuitive dashboards show sentiment trends, coaching opportunities and compliance risks—instantly translating conversations into actions.
Accelerated Coaching
Rapidly improve agents
Delivers rapid, meaningful feedback right after calls end, enabling faster skill growth and better customer interactions.
Seamless Integration
Deploy effortlessly, scale easily
Quickly integrates into your existing CRM and telephony systems, ensuring smooth onboarding with minimal disruption or complexity.
Trusted by 19,000+ organizations
Frequently asked questions
What makes Capacity’s Speech Analytics different?
Capacity combines AI and human expertise, unlike pure-AI solutions. This means higher accuracy and actionable insights without the complexity or risks. It’s easier to deploy and use, delivering value faster than legacy systems.
Do we still need human QA staff?
Your QA team becomes more effective, not obsolete. The AI handles the heavy lifting by reviewing every call, while human experts focus on calibrating the AI and coaching complex cases. It’s a partnership—AI finds what humans might miss, and humans ensure the AI stays on target.
Will this overwhelm our agents with information?
No. Capacity’s real-time guidance is designed to help, not distract. We only alert agents or supervisors when it truly matters (for example, an urgent compliance risk or a highly frustrated customer). Agents stay focused on the conversation, then get detailed feedback post-call.
How hard is it to implement?
It’s simple. Capacity’s solution is cloud-based and comes ready to integrate with your existing call systems and CRM. Deployment and onboarding are quick—no lengthy training cycles or complex IT projects (unlike legacy solutions).
How accurate is the AI analysis?
Highly accurate—and we make it even better with human QA oversight. Pure AI speech analytics can miss nuances and are never 100% accurate. Capacity solves this by having human experts verify critical items and continuously train the AI. The result is near 99% accuracy in scoring and insights​.
What results can we expect to see?
Organizations see major improvements. For example, typical clients see a 7% monthly drop in compliance issues and a 12% boost in sales conversions after adopting speech analytics​. You can anticipate higher customer satisfaction, better first-call resolution and lower agent turnover as QA and coaching improve.
How soon will we see ROI?
Quickly. Unlike many big software projects, speech analytics delivers payback fast. With Capacity, you’ll start improving quality and saving time as soon as it’s live—often achieving ROI in a matter of weeks, not months.
Will it integrate with our current tech stack?
Yes. Capacity Speech Analytics is built to plug into your workflows. It integrates out-of-the-box with popular contact center platforms and CRMs, using the calls you already record. There’s no need to rip-and-replace any existing systems.
We already use a solution from our contact centert—why switch?
Many contact centers rely on tools from their telephony or CRM providers. However, these often come with high complexity and cos and offer limited analytics, partial coverage, or clunky workflows. Capacity offers a refreshing alternative: fast, intuitive, full-spectrum insight without disrupting your existing stack.
How do I get started with Capacity Speech Analytics?
Getting started is simple. Capacity integrates with your systems and provides support to help you see results right away. Request a demo to get started.
Ready to elevate every conversation?
Find out how Capacity can help your team do their best work.