Capacity Bridges Agent Guidance and Automation Gap with Creovai Acquisition

Capacity, the AI-powered support automation platform for Contact Centers, announced the acquisition of Creovai, a leader in real-time agent assist and automated quality assurance solutions. The acquisition strengthens Capacity's conversation intelligence capabilities, providing clients with a unified platform for optimizing both virtual and live agent interactions. Creovai was formed in 2024 through the merger of Tethr and Awaken Intelligence. Since then, the company has delivered AI-powered contact center solutions to leading organizations, including TruGreen, Vistra, Baxter Credit Union, Lutron, and major healthcare and financial services companies, establishing itself as a trusted partner for organizations focused on improving agent performance and customer satisfaction. "Creovai's expertise in real-time agent assist and conversation intelligence is a natural fit with our automation capabilities," said David Karandish, CEO of Capacity. "The acquisition combines the power of AI-driven automation with deep conversational insights, empowering contact centers to deliver faster, higher-quality customer experiences across every interaction, whether handled by a virtual or live agent. By combining these capabilities, we're giving organizations the tools they need to improve customer satisfaction, reduce costs and drive operational efficiency."

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The acquisition extends Capacity's capabilities across several key areas:

• Real-Time Agent Assist: Instant guidance and knowledge delivery to agents during customer interactions, improving accuracy, speed and satisfaction.
• Automated QA: Continuous evaluation of every conversation for consistent quality, compliance and coaching insights without manual effort.
• Conversational Intelligence: Actionable insights on customer intent, trends and sentiment that optimize operations and automation strategies.
• Survey-Less CSAT: Automated customer satisfaction scoring for every interaction without burdening customers with manual surveys.
• Audio Capture: Innovative technology that captures agent and customer voice communication without requiring integration with contact center platforms.

The combined platform delivers comprehensive value for both customer bases. Creovai customers can now automate routine inquiries, streamline back-office processes and centralize knowledge across systems - extending far beyond traditional agent-assist tools. And Capacity customers will improve agent accuracy and performance with real-time guidance, automated quality evaluation and deep conversational insights. Together, these capabilities create a fully connected support automation ecosystem where self-service interactions seamlessly transition to live agent support, with every conversation analyzed to drive continuous improvement across quality, compliance and customer satisfaction. "At Creovai, we've always believed in AI's power to transform both customer and employee experiences," said Robert Beasley, CEO of Creovai. "Capacity shares our vision and commitment to delivering solutions that provide the fastest ROI and most actionable insights. Together, we're uniquely positioned to help contact centers move beyond fragmented tools and achieve meaningful outcomes." Creovai will continue to operate independently, with plans to integrate into the broader Capacity organization over time. Customers will continue working with their existing teams while gaining access to enhanced capabilities from both platforms. SOURCE: PRNewswire