Capacity has made a significant move in the AI-powered contact center space by acquiring Creovai. This acquisition aims to bridge the gap between automated and live agent interactions, promising improved customer service for businesses. Here’s what this latest development means for the industry.
Capacity Expands AI Platform with Creovai’s Agent Assist Tools
With the Creovai acquisition, Capacity is strengthening its position as a leader in contact center automation. Creovai, known for its real-time agent assist and automated quality assurance, brings advanced technology to Capacity’s platform. Since merging Tethr and Awaken Intelligence in 2024, Creovai has established itself with clients across financial and healthcare sectors.
Enhanced Real-Time Guidance and Automated Quality Assurance
By combining forces, the two companies are introducing new features for clients. These include:
- Real-Time Agent Assist: Instantly providing agents with knowledge during calls to improve accuracy and satisfaction.
- Automated QA: Monitoring conversations for compliance and coaching opportunities without manual intervention.
- Conversational Intelligence: Delivering insights about customer intent and trends to refine strategies.
- Audio Capture: Capturing voice communications without requiring additional integrations.
These capabilities work together to create a fully integrated support automation ecosystem.
What the Acquisition Means for Customers and Contact Centers
This acquisition benefits both existing Capacity and Creovai clients. Businesses using Creovai now gain access to robust automation and knowledge management tools, while Capacity users receive upgraded conversational insights and real-time support. The seamless integration ensures that customer interactions, from self-service to live agent support, are analyzed and optimized for continuous improvement.
In summary, Capacity’s acquisition of Creovai strengthens its AI-powered offerings and sets a new standard for contact center solutions. With enhanced agent tools and automation, the platform aims to boost customer satisfaction, operational efficiency, and business outcomes across industries.
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