Capacity

Honored to be named 8x8’s 2026 Global Technology Partner of the Year 🏆 Thank you to the 8x8 team for the partnership and recognition. Excited for what’s ahead as we continue driving innovation together in CX and AI!

Your customer interactions are already telling you something. The question is whether you're listening. Karaline Venezia, Neil Titcomb and Bill Quinn from Desert Oasis Healthcare sat down to break down how conversational intelligence is helping contact centers close the gap between the customer journey they designed - and what customers are actually experiencing. Watch the full session here: https://hubs.li/Q04jlMN50

Great piece from Total Retail on the AI mistakes quietly costing retailers customer trust. The takeaway: it's not about how much AI you deploy - it's about solving the right problems, in the right order. Worth the read. 👇 https://hubs.li/Q04jfQ660

The May edition is here. �� Your data has answers - are you asking the right questions? This month's issue covers a smarter way to get instant insights from your contact center data and more. Let's get into it!

Proud to be a partner of CCWomen and to have Karaline Venezia, our Chief Revenue Officer, spotlighted ahead of CCW Las Vegas! See you June 23 at the CCWomen Summit and June 24 at 12 PM for Karaline's session!

They called. They emailed. Patients still didn't show up. Sono Bello was doing everything right - and no-shows kept happening anyway. They didn't add staff. They just started texting. Capacity's SMS virtual agent let patients confirm, reschedule, or cancel in seconds. → Show rates up 9% - 500 more patients per month → $1.5M increase in monthly revenue → $250K from text marketing alone Your customers have already told you how they want to communicate. The question is whether you're built to listen.

Our CEO David Karandish on The Agile Brand talking all things Intelligent Virtual Agents. Give it a listen. 👇

Your agents are solving problems that should never reach them. Password resets. Order status checks. "Where’s my refund?" These tickets cost $8-$15 each to resolve with a live agent. Multiply that by a few thousand a month and you’re burning $32K-$60K on questions AI could answer in seconds. That’s not a staffing problem. It’s a deflection problem. The fix isn’t more agents. It’s making sure the right questions never hit the live queue in the first place. Stop scaling your overhead. Start scaling your intelligence.

That's a wrap on CCW UK! 🎙️ The energy this week was incredible. After hundreds of conversations with CX leaders, one thing is clear: the industry is ready for something better than fragmented AI tools. A huge thank you to everyone who stopped by, asked great questions, and pushed us to think bigger. We're heading home inspired. What was your biggest takeaway from CCW UK? 👇 Neil Titcomb, Elliott Crosby, Jackson Hart, & Max Jordan

Tomorrow's the day. If you haven't registered yet, now's the time. We're joining CCW Digital for a live session on the one thing most contact centers are overlooking - the conversation data they're already sitting on. Your Interactions Are Telling You Something. Are You Listening? 📅 Tomorrow - Wednesday, May 13 | 12:00 PM CT Join Capacity's Karaline Venezia and Neil Titcomb alongside William Quinn from Desert Oasis Healthcare as we break down how to turn every customer interaction into a smarter CX strategy. Spots are still open - grab yours before tomorrow. 🔗 Register here: https://lnkd.in/gr3rUkcv