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Capacity deepens contact center and voice capabilities with two acquisitions

Posted on by darion

Capacity, an AI-powered support automation platform dedicated to continuously improving customer service, has acquired CereProc and SmartAction, significantly expanding its voice and contact center offerings.

Capacity empowers teams to do their best work and deliver valuable experiences to employees and customers across channels. CereProc and SmartAction provide Capacity’s technology and talent to help the company develop scalable voice and virtual agent solutions.

“Customer expectations are rising, and that means support teams need better tools to improve customer experiences and free up agents to solve higher-level issues,” said David Karandish, CEO, Capacity. “CereProc’s text-to-speech technology allows us to build on the industry-leading voice experiences we already deliver to our customers. And with SmartAction’s innovative NOVA platform, Capacity customers will now be able to seamlessly integrate AI-powered voice agents into their customer experience workflows.”

Capacity acquires CereProc and SmartAction, expanding its voice and contact center services offering.

CereProcbased in Edinburgh, UK, is an assistive technology company that creates scalable voices that are both distinctive and easy to integrate and deploy. CereProc, best known for its innovative speech synthesis system, enables companies to create synthesized voices for use in applications, web interfaces and multimedia.

“The right speech tools are essential to contact center efficiency. CereWave AI, our advanced speech engine, is easy to embed and customize with a customer-selected voice, making it an ideal enhancement to a complete solution like Capacity,” said Paul Welham, CEO of CereProc. Welham will continue to lead Cereproc and will be a member of Capacity’s leadership team following the acquisition.

Intelligent operationbased in Fort Worth, Texas, provides AI-powered virtual agents for contact centers through its NOVA platform. Built to improve the customer experience, NOVA provides omni-channel support, personalized interactions, and proactive follow-up capabilities.

“For brands passionate about their CX, every moment counts. We’re excited to bring together three like-minded brands that are laser-focused on delivering experiences that put the customer first,” added Karandish.

The acquisitions of CereProc and SmartAction support Capacity’s rapid expansion of its capabilities and scale to serve contact centers and a broad range of enterprises. Terms of the transaction are confidential.

Capacity sets the path for growth

Capacity has seen significant growth in revenue, team and business over the past year. Highlights include:

  • ARR increased by over 80% year-over-year, mainly due to successes in the financial services and contact center industries.
  • Acquired Denim Social, LumenVox, and Textel, significantly expanding the omnichannel automation and engagement platform.
  • Worldwide the team had over 150 members.

Today, Capacity provides a complete solution across web, voice, SMS, email and social media, whether you’re providing customer and employee support, helping agents or engaging with customers.

For more information on Capacity’s AI-powered technology support automation platform helps teams do their best work, visit Capacity.com.

Of a capacity

Founded in 2017, Capacity is a support automation platform that uses actionable and generative AI to deflect tickets, emails, and phone calls—so your team can do their best work. Capacity offers self-service, agent assistance, and campaign and workflow solutions to over 2,000 companies to help them automate support. Capacity currently offers support via web, SMS, email, voice, social media, Slack, MS Teams, helpdesks, and more, powered by technology and talent from Denim Social, LumenVox, and Textel.

To learn more about Capacity, visit Capacity.com.