Capacity, a leading AI-powered support automation platform for contact centers, has secured $92 million in investments to drive its expansion. The company also announced the acquisitions of Call Criteria and Verbio Technologies, strengthening its capabilities in voice AI, quality assurance (QA) automation, and speech analytics to deliver superior customer experiences.
Capacity raises $92M, including $50M from Chicago Atlantic.
Acquires Call Criteria and Verbio Technologies for enhanced AI capabilities.
Call Criteria boosts QA automation with speech analytics and generative AI.
Verbio Technologies enhances voice AI for personalized customer interactions.
Supports over 20,000 businesses with AI-driven support automation.
Achieves profitability with $60M in annual recurring revenue.
Capacity’s $92 million funding round, comprising $50 million from Chicago Atlantic and a $42.6 million Series D, will accelerate its growth and innovation. The oversubscribed Series D, following an initial $26 million raise, underscores strong investor confidence. "Support is more important than ever for brands across industries, but point solutions can't effectively solve complex issues," said David Karandish, CEO, Capacity. The funds will enhance Capacity’s AI-powered platform, enabling contact centers to operate seamlessly across channels.
The acquisition of Call Criteria bolsters Capacity’s QA automation capabilities. Call Criteria’ tools leverage speech analytics and generative AI to analyze interactions, identify coaching opportunities, and improve compliance. "Traditional QA is slow and subjective," said Ryan Stomel, CEO of Call Criteria. "Together with Capacity, we're automating QA to drive meaningful improvements in every customer interaction." This integration will provide Capacity’s 20,000+ customers with enhanced agent performance tools, reducing costs and boosting satisfaction.
Verbio Technologies, based in Barcelona, Spain, brings advanced voice AI to Capacity’s platform. Its Intelligent Voice Virtual Agents deliver natural, personalized conversations, reducing the need for live agents. "Voice remains the most critical channel for customer experience and loyalty," said Alejandro Terradas, co-CEO of Verbio Technologies. "Integrating our voice capabilities with Capacity's platform unlocks next-level customer engagement." This acquisition strengthens Capacity’s ability to scale enterprise-grade voice automation.
With $60 million in annual recurring revenue, Capacity is now profitable, having raised over $155 million across multiple rounds. The acquisitions of Call Criteria and Verbio Technologies, its 10th and 11th in recent years, add nearly 250 team members globally. "Companies are under pressure to improve customer experiences while cutting costs. With Call Criteria and Verbio Technologies, we're strengthening our platform to deliver faster, more personalized and fully automated support," said Karandish.
Capacity’s latest milestones position it as a leader in AI-driven contact center solutions, empowering businesses to achieve operational efficiency and superior customer engagement through innovative technology.
Founded in 2017, Capacity is an all-in-one, AI-powered support automation platform that uses practical and generative AI to deflect tickets, emails and phone calls—so your team can do their best work. More than 20,000 companies across industries use Capacity for external customer support and internal employee enablement. Today, Capacity offers support over web, SMS, email, voice, social, Slack, MS Teams, helpdesks and more.
Chicago Atlantic is a private markets alternative investment manager focused on industries and companies where demand for capital exceeds traditional supply. The firm's investment strategies include opportunistic private credit and equity with focuses on loans to esoteric industries, specialty asset-based loans, liquidity solutions and growth & technology finance. Chicago Atlantic has closed over $2.8 billion in credit facilities. Chicago Atlantic's team of over 95 professionals has offices in Chicago, Miami, New York and London.
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