AI-Powered Support Automation Platform Acquires
CereProc and SmartAction
ST.
LOUIS, July 10, 2024 /PRNewswire/ -- Capacity, an
AI-powered support automation platform relentlessly focused on
improving the customer journey, has acquired CereProc and
SmartAction, significantly expanding its voice and Contact Center
offerings. Capacity empowers teams to do their best work and
deliver valuable employee and customer experiences across channels.
CereProc and SmartAction bring Capacity tech and talent that will
help the company grow its scalable voice and virtual agent
solutions.
Capacity has acquired CereProc and
SmartAction, expanding its voice and Contact Center
offerings.
"Customer expectations are rising and that means support teams
need better tools to improve customer experiences and free up their
agents to solve higher-level challenges," said David Karandish, CEO, Capacity. "CereProc's
text-to-speech technology allows us to build on the
industry-leading voice experiences we are already delivering 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."
CereProc, based in Edinburgh, United
Kingdom, is an enabling technology company, creating
scalable voices that are both characterful and easy to integrate
and apply. Best known for its innovative speech synthesis system,
CereProc enables companies to create synthesized voice for use on
applications, web and multimedia interfaces.
"The right speech tools are essential for Contact Center
efficiency. CereWave AI, our advanced synthetic speech engine, is
easily embeddable and customizable with a voice of a customer's
choice, making it an ideal enhancement in a complete solution like
Capacity," said Paul Welham, CEO,
CereProc. Welham will continue to lead Cereproc and serve as a
member of the Capacity executive leadership team following the
acquisition.
SmartAction, based out of Fort Worth,
Texas, provides AI-powered virtual agents to Contact Centers
via its NOVA platform. Built to improve customer experiences, NOVA
provides omnichannel support, personalized interactions and
proactive follow-up capabilities.
"For brands obsessed with their CX, every moment matters. We are
thrilled to bring together three like minded brands who are
laser-focused on delivering customer-first experiences," added
Karandish.
The acquisitions of CereProc and SmartAction support Capacity's
rapid expansion of capabilities and scale to serve Contact Centers
and a wide range of businesses. The terms of the transactions are
confidential.
Capacity Charts a Growth Path
Capacity marked
significant revenue, team and company growth in the past year.
Highlights include:
- Posted over 80% year-over-year ARR growth, led by wins in
financial services and Contact Center industries.
- Acquired Denim Social, LumenVox and Textel, significantly
expanding its omnichannel support and engagement automation
platform.
- Counted more than 150 team members around the world.
Today, whether providing customer and employee support,
assisting agents or reaching out to customers, the Capacity
platform is a complete solution across web, voice, SMS, email and
social media.
For more information on how Capacity's AI-powered support
automation platform helps teams do their best work, visit
Capacity.com.
About Capacity
Founded in 2017, Capacity is a support
automation platform that uses practical and generative AI to
deflect tickets, emails, and phone calls—so your team can do their
best work. Capacity offers solutions for self-service, agent
assist, and campaigns & workflows to over 2,000 companies to
help automate their support. Today, Capacity offers support over
web, SMS, email, voice, social, 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.
Media Contact:
Carey Uxa Morgan
Capacity
carey.morgan@capacity.com
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SOURCE Capacity