Capacity Unified CX Platform

Description

Capacity is a comprehensive CX automation platform designed to streamline customer support operations using advanced agentic AI. It empowers businesses to grow revenue, reduce costs, and enhance customer and employee satisfaction by automating interactions across voice, web, email, social media, SMS, and in-app chat. Capacity's AI agents autonomously resolve requests, reducing manual work and operational costs. The platform's AI Knowledge Orchestration Layer ensures consistent and accurate responses across all channels, learning and improving with each interaction.

Capacity supports a wide range of industries, including retail, financial services, healthcare, and contact centers, offering tailored solutions to address specific challenges. For instance, in retail, it automates 90% of customer inquiries and optimizes loyalty programs, while in healthcare, it provides HIPAA-compliant patient support 24/7. The platform's real-time agent assist feature enhances agent productivity by providing conversation guidance and sentiment analysis.

Capacity's outbound capabilities allow businesses to engage customers proactively through automated SMS and voice campaigns, driving conversions and reducing no-shows. The platform is built for scalability, continuously optimizing interactions and workflows to improve support strategies. It is particularly suited for mid-market and enterprise contact centers, typically managing 50 to 500+ agents.

The platform does not replace human agents but complements them by handling repetitive tasks, allowing human agents to focus on complex interactions. Capacity's hybrid approach combines human expertise with AI efficiency, making it a valuable tool for organizations aiming to enhance their customer experience while maintaining cost-effectiveness.

Capacity Unified CX Platform's Core Features

• Unified CX automation

• Agentic AI-powered agents

• Real-time agent assist

• Post-call automation

• AI Knowledge Orchestration Layer

• Multi-channel support

• Outbound SMS and voice campaigns

• Continuous optimization

How to use Capacity Unified CX Platform?

1. 1

   Configure: Set up AI agents and workflows

2. 2

   Use: Deploy AI agents across channels

3. 3

   Optimize: Analyze interactions for improvements

4. 4

   Integrate: Connect with existing tools

Capacity Unified CX Platform's Use Cases

• Retail Support
• Financial Services
• Healthcare Automation
• Contact Center Efficiency
• Proactive Engagement

FAQ from Capacity Unified CX Platform

• What is Capacity AI?

  Capacity is a unified CX automation platform for contact centers, integrating knowledge, data, and systems into an AI Knowledge Layer.

• How does Capacity differ from other AI tools?

  Capacity replaces fragmented AI solutions with a single platform powered by an AI Knowledge Orchestration Layer, enhancing consistency and productivity.

• What channels does Capacity support?

  Capacity supports chat, SMS, voice, and email, providing consistent experiences across all channels.

• Does Capacity support outbound campaigns?

  Yes, Capacity automates outbound SMS and voice campaigns for activities like appointment reminders and promotions.

• What kind of AI does Capacity use?

  Capacity uses agentic and generative AI, combining large language models and organizational data for context-aware responses.

• Who is Capacity built for?

  Capacity is designed for mid-market and enterprise contact centers, particularly in industries like healthcare, retail, and financial services.

• Does Capacity replace human agents?

  No, Capacity complements human agents by handling repetitive tasks, allowing them to focus on complex interactions.

• How does the AI Knowledge Orchestration Layer work?

  It powers the platform, learning from interactions to improve support and provide consistent responses across channels.