Capacity expands contact center and voice capabilities through two acquisitions

Capacity, an AI-powered support automation platform with a relentless focus on improving the customer journey, has acquired CereProc and SmartAction, significantly expanding its range of voice and contact center services.

Capacity enables teams to do their best work and deliver valuable employee and customer experiences across all channels. CereProc and SmartAction bring Capacity’s technology and talent that will help the company expand its scalable voice and virtual agent solutions.

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

Capacity has acquired CereProc and SmartAction, expanding its voice and contact center offerings.

CereProcBased in Edinburgh, UK, CereProc is a technology company that develops scalable voices that are both full of character and easy to integrate and use. Best known for its innovative speech synthesis system, CereProc enables companies to create synthetic voices for use in applications, web and multimedia interfaces.

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

SmartActionFort Worth, Texas-based NOVA delivers AI-powered virtual agents for contact centers through its NOVA platform. NOVA is designed to improve the customer experience, providing omnichannel support, personalized interactions, and proactive follow-up capabilities.

“For brands obsessed with their customer experience, every moment counts. We are excited to bring together three like-minded brands that are fully focused on delivering customer-centric experiences,” added Karandish.

The acquisitions of CereProc and SmartAction will help Capacity rapidly expand its capabilities and scale to serve contact centers and a broad range of enterprises. Terms of the transactions are confidential.

Capacity shows a growth path

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

• Recorded over 80% year-over-year ARR growth, led by success in the financial services and contact center industries.
• Acquisition of Denim Social, LumenVox and Textel, significantly expanding the omnichannel support and engagement automation platform.
• Counts more than 150 team members around the world.

Whether you need to provide customer and employee support, empower agents, or reach customers, the Capacity platform today offers a complete solution for web, voice, SMS, email, and social media.

Learn more about Capacity’s AI-powered Support automation Platform helps teams do their best work, visit Capacity.com.

Overcapacity

Founded in 2017, Capacity is a support automation platform that uses practical and generative AI to de-clutter tickets, emails, and phone calls – so your team can do their best work. Capacity provides over 2,000 companies with self-service, agent assistance, and campaigns and workflow solutions to automate their support. Today, Capacity delivers support across web, SMS, email, phone, social media, Slack, MS Teams, helpdesks, and more, powered by technology and talent from Denim Social, LumenVox, and Textel.

For more information about Capacity, see Capacity.com.