Capacity’s recent acquisitions expand its support automation platform with speech synthesis and AI-powered agents
Capacity, an AI-powered support automation platform relentlessly focused on improving the customer journey, is announcing the recent acquisition of CereProc and SmartAction, two companies that focus on enhancing touchpoints with speech tools and AI-powered agents, respectively. The acquisition will bring both talent and technology to Capacity, driving the company’s ability to deliver scalable voice and virtual agent software, according to the vendor.
Capacity offers an AI-powered support automation platform designed to transform self-service with intelligently stored, dynamically self-managed, effortlessly shareable organizational knowledge, according to the company. With the aim to alleviate the pains of overwhelmed, overloaded, and unengaged support employees, the acquisitions of CereProc and SmartAction continue Capacity’s mission.
CereProc is an enabling technology provider that enables enterprises to adopt scalable, characterful, easy to integrate synthetic voices for use on application, web, and multimedia touchpoints. SmartAction, through its NOVA platform, offers AI-powered virtual agents engineered to improve customer experiences in contact centers with omnichannel support, personalized interactions, and follow-up capabilities.
"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.
Capacity’s acquisition of these entities serves to support the company’s software expansion and scalability, as well as its ability to enhance contact centers in a multitude of industries.
"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."
"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," continued Karandish.
To learn more about Capacity, please visit https://capacity.com/.