Customer Support
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Conversation Intelligence
Understand every conversation for smarter decision making.
Capacity analyzes every customer interaction automatically, surfacing the contact reasons, agent behaviors and satisfaction signals your team needs to act.
Why this matters
Most contact center QA tools review fewer than 5% of interactions. Capacity’s Conversation Intelligence QAs every single one, scoring each interaction automatically to improve support at scale.
Get the highlights
100% interaction QA
Every voice and digital conversation is analyzed automatically to improve support at scale.
1200+ pre-built insights
Start tracking contact reasons, agent behaviors and customer effort signals on day one.
Connect to your tools
Over 250 pre-built integrations, including with all major CCaaS providers for easy deployment.
Capacity in numbers
20K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
Insight Libraries
Track what matters in every conversation
Capacity comes with 1200+ pre-built insight categories, so you can start identifying contact reasons, compliance gaps and agent behaviors from the first interaction.
1200+ pre-built categories
Vertical-specific insight libraries cover the contact reasons, compliance behaviors and customer effort signals most relevant to your industry.
Custom insight categories
Add team-specific tracking categories using a no-code builder to easily add a new behavior or topic to track.
Jump to what matters in every interaction
Flagged insight categories link directly to the moment in the interaction where they were detected.
Automated QA and Predictive Scoring
Score every interaction, automatically
Capacity scores 100% of interactions against your QA rubric and adds predictive scores for CSAT, customer effort and sentiment.
Auto QA for every voice and digital interaction
Every conversation is scored against your rubric automatically at close, so you can review signals, trends and behaviors at scale.
Predictive CSAT scores
Capacity’s AI scores each interaction for predicted satisfaction and effort to help you improve satisfaction overall.
Sentiment and emotion detection
Agent and customer sentiment are tracked in each interaction, automatically surfacing pain points and coaching opportunities.
Performance Dashboards
One view of contact center performance, across every channel
Real0time dashboards give supervisors and operations leaders a complete picture into what’s driving volume, how agents can improve and how automation is performing.
Deflection and containment reporting
Measure exactly how much automation improves KPIs by channel, campaign and interaction type, so you can easily improve self-service.
Sentiment tracking
Track customer emotion at each step of the support interaction to identify where friction is building, how escalations happen and which contact types carry the highest frustration signals.
Agent Assist performance metrics
Evaluate how effectively your knoweldge base, AI suggestions and agent guidance tools are performing to improve accuracy and resolution speed.
Advanced Analytics
Find the root cause, not just the symptom
Move beyond surface metrics to understand why contacts happen, how to improve agent performance and what’s driving repeat calls, escalations and churn.
Root cause analysis
Identify the specific behaviors, processes and knowledge gaps behind your highest-volume contact drivers.
Repeat contact analysis
Surface the interactions where customers call back about the same issue, and understand the root cause before it compounds.
Generative AI summaries and interaction queries
Ask plain-language questions about your interactions and get AI-generated summaries at close.
Ready to elevate every conversation?
Find out how Capacity can help your team do their best work.
Frequently asked questions
What is Capacity Conversation Intelligence?
Conversation intelligence is the automated analysis of customer interactions, such as voice calls, chats and digital conversations, to identify patterns in contact reasons, agent behaviors, customer sentiment and quality scores. Unlike manual QA, which reviews a small sample of interactions, conversation intelligence analyzes every interaction automatically.
How is conversation intelligence different from call recording?
Call recording captures interactions for storage and playback. Conversation intelligence goes further by analyzing what was said, scoring the interaction against QA criteria, detecting sentiment and emotion and categorizing the conversation by topic, behavior and outcome. Recording is the raw data; conversation intelligence is what you do with it.
What does Capacity Conversation Intelligence analyze?
Capacity analyzes voice and digital interactions for contact reasons, agent behaviors, compliance adherence, customer sentiment, effort signals and QA scores. Every interaction is scored automatically at close.
How does automated QA work in Capacity?
Capacity scores every interaction against your QA rubric automatically, without a human reviewer pulling calls. Your QA team sets the criteria; Capacity applies them at scale across 100% of interactions and flags exceptions, trends and outliers for follow-up.
What is predictive CSAT scoring?
Predictive CSAT scoring uses AI to estimate customer satisfaction at the close of every interaction. before a survey is sent or completed. Because surveys only capture responses from 3–5% of customers, predictive CSAT gives contact center leaders a satisfaction signal across all interactions, not just the ones where customers chose to respond.
How does Conversation Intelligence connect to agent coaching?
Insight categories and QA scores feed directly into Capacity’s coaching tools, so supervisors can target coaching to specific behaviors, interaction types or performance gaps rather than general observations. Coaching decisions are grounded in data from 100% of interactions, not anecdotal call reviews.
What CCaaS platforms does Capacity integrate with?
Capacity integrates with major CCaaS providers to capture voice and digital interactions. Contact our team for a current list of supported platforms and integration requirements for your environment.
Can Conversation Intelligence be used alongside our existing QA process?
Yes. Teams typically use Capacity to automate scoring at scale and surface the interactions that warrant human review, reducing the time QA analysts spend on manual call pulls while increasing the percentage of interactions reviewed. Capacity works alongside your existing rubric, not in place of your QA team.
How is Conversation Intelligence different from Auto QA?
Auto QA focuses on scoring interactions against a defined quality rubric: did the agent follow the script, complete required disclosures, resolve the issue. Conversation Intelligence is broader: it analyzes contact reasons, customer sentiment, repeat contact patterns, root causes and performance trends across your entire interaction volume. The two are complementary: Auto QA measures process adherence, while Conversation Intelligence surfaces the patterns behind your biggest performance and CX challenges.