AI-powered support automation platform Capacity has announced the acquisitions of Denim Social and LumenVox which will contribute to the company's mission to provide solutions that define the future of work and omnichannel customer engagement.
Serving over 1,900 customers across various industries, Capacity is driving its transformation from a self-service single-channel tool to an omnichannel support and engagement automation platform.
Following these acquisitions, the Capacity platform will offer a solution across web, voice, SMS, email, and social media and be able to analyze more than three billion calls, send 10 billion SMS messages, and deliver half a million social posts.
"Customers need support everywhere. Our expanded platform will free up team members to do their best work while also building more meaningful relationships with their customers. Denim Social's platform will empower brands to more effectively communicate with customers on their social channel of choice and LumenVox's tools are key in our expansion into voice automation," said David Karandish, CEO, Capacity.
Denim Social, based in St. Louis, is a Software As A Service (SaaS) provider that powers social selling programs. Its platform helps brands empower their producers to communicate, share, and sell on their social channels of choice. Denim Social partners with marketing teams in regulated industries including banking, mortgage, insurance and wealth management.
"Social media is a must-have tool for today's modern seller. Combining Capacity's AI-powered automations with Denim Social's campaign tools will enable users across industries to more effectively stay engaged on social media and focus their time on delivering authentic interactions," said Doug Wilber, CEO, Denim Social.
Following the acquisition, Wilber has assumed the role of Chief Strategy Officer at Capacity.
LumenVox is an AI speech recognition and voice authentication solutions provider based out of San Diego. The company offers tools to help customers build secure self-service and customer-agent interactions.
"The right voice technology can save teams countless support hours. Marrying LumenVox's technology with the Capacity platform ensures voice is a seamless part of the omnichannel experience," said Nigel Quinnin, CEO, LumenVox.
Capacity's acquisitions of Denim Social and LumenVox closely follows a deal with Textel, an enterprise SMS provider, earlier this year.
