AI-powered support automation platform Capacity has acquired CereProc and SmartAction, significantly expanding its voice and Contact Center offerings. The acquisitions build on Capacity tech and talent to help the company grow its scalable voice and virtual agent 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. 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," said David Karandish, CEO, Capacity.
Based in Edinburgh, United Kingdom, CereProc is an enabling technology company that offers natural-sounding text-to-speech voices for use on apps, web, and multimedia interfaces.
"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.
Texas-based SmartAction provides AI-powered virtual agents to contact centers via its NOVA platform, along with omnichannel support, personalized interactions and proactive follow-up capabilities.
"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," added Karandish.
In 2023, Capacity acquired Denim Social, LumenVox, and Textel, which significantly strengthened the company's offering portfolio.
