Capacity acquires CereProc, SmartAction to boost AI support
MISSOURI, UNITED STATES — Capacity, the St. Louis-based AI-powered support automation platform, has expanded its voice and contact center capabilities with the acquisitions of CereProc and SmartAction.
This move is set to improve customer and employee experiences through advanced AI-driven solutions.
“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.
Enhancing voice capabilities through CereProc
CereProc, headquartered in Edinburgh, United Kingdom, brings its innovative speech synthesis system to Capacity’s portfolio.
The company’s CereWave AI technology enables the creation of scalable, characterful voices that can be easily integrated into various applications.
“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, CereProc CEO who will join Capacity’s executive leadership team.
“CereProc’s text-to-speech technology allows us to build on the industry-leading voice experiences we are already delivering to our customers,” Karandish added.
Exciting news: CereProc has been acquired by @GoCapacity! 🎉
Based in St. Louis, USA, Capacity streamlines customer and team support with an AI-powered support automation platform.
We can’t wait to see where we go from here! ⭐
Read more here ➡️ https://t.co/jcewmc6QgP pic.twitter.com/Lea7UaeKFR
— CereProc by Capacity (@cereproc) July 10, 2024
Strengthening virtual agent solutions through SmartAction
SmartAction, based in Fort Worth, Texas, contributes its NOVA platform, which provides AI-powered virtual agents for contact centers.
NOVA offers omnichannel support, personalized interactions, and proactive follow-up capabilities.
“SmartAction’s innovative NOVA platform, Capacity customers will now be able to seamlessly integrate AI-powered voice agents into their customer experience workflows,” noted Karandish.
“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.”
Exciting news: SmartAction has been acquired by@GoCapacity! 🎉We’ll be joining an international team dedicated to providing the best omnichannel support experiences in the world. Can’t wait to see where we go from here!
Read the announcement here: https://t.co/Zj1tujEo00 pic.twitter.com/LTRHG6at0g
— SmartAction by Capacity (@SmartAction) July 10, 2024
Capacity’s growth and expansion
The company has been on a rapid expansion path, with notable achievements in the past year:
- Over 80% year-over-year ARR growth, driven by wins in financial services and contact center industries
- Previous acquisitions of Denim Social, LumenVox, and Textel
- Team growth to more than 150 members worldwide
Capacity now offers a comprehensive support solution across web, voice, SMS, email, Slack, MS Teams, and more. The company serves over 2,000 clients and provides self-service, agent assist, and campaign workflow solutions.
