TLDR: Capacity, a leading AI-powered support automation platform for Contact Centers, has acquired Creovai, a specialist in real-time agent assist and automated quality assurance. This strategic move, announced on October 16, 2025, aims to create a unified platform that optimizes both virtual and live agent interactions by integrating advanced conversation intelligence, ultimately improving customer experience and operational efficiency.
ST. LOUIS – Capacity, the AI-powered support automation platform for Contact Centers, announced today, October 16, 2025, its acquisition of Creovai, a prominent provider of real-time agent assist and automated quality assurance solutions. This strategic integration is set to bridge the gap between agent guidance and automation, offering a comprehensive platform designed to elevate customer experiences and streamline contact center operations.
Creovai, established in 2024 through the merger of Tethr and Awaken Intelligence, has quickly become a trusted partner for organizations seeking to enhance agent performance and customer satisfaction. Its client roster includes notable names such as TruGreen, Vistra, Baxter Credit Union, Lutron, and various major healthcare and financial services companies.
David Karandish, CEO of Capacity, emphasized the synergy between the two companies, stating, “Creovai’s expertise in real-time agent assist and conversation intelligence is a natural fit with our automation capabilities. The acquisition combines the power of AI-driven automation with deep conversational insights, empowering contact centers to deliver faster, higher-quality customer experiences across every interaction, whether handled by a virtual or live agent. By combining these capabilities, we’re giving organizations the tools they need to improve customer satisfaction, reduce costs and drive operational efficiency.”
The acquisition significantly expands Capacity’s offerings in several critical areas:
Real-Time Agent Assist: Providing immediate guidance and knowledge delivery to agents during live customer interactions, which is expected to boost accuracy, speed, and overall satisfaction.
Automated Quality Assurance (QA): Enabling continuous evaluation of every conversation to ensure consistent quality, compliance, and actionable coaching insights, thereby eliminating the need for manual QA efforts.
Conversational Intelligence: Delivering actionable insights into customer intent, emerging trends, and sentiment, allowing contact centers to proactively adapt and improve their service strategies.
This move follows a period of significant growth and investment for Capacity. The company recently secured over $92 million in investments, including a $50 million debt financing from Chicago Atlantic and a $42.6 million Series D equity round. This funding was earmarked for accelerating product innovation and expanding its AI capabilities. Capacity has also been actively pursuing a ‘compound startup’ strategy, having previously acquired Call Criteria, which specializes in QA automation and speech analytics using generative AI, and Verbio Technologies, known for its Intelligent Voice Virtual Agents.
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Serving over 20,000 businesses, Capacity’s platform leverages both practical and generative AI to automate responses across diverse channels, including web, SMS, email, voice, and social media, as well as workplace tools like Slack and MS Teams. The company reported profitability in 2025, with an annual recurring revenue of $60 million, underscoring its strong market position and the increasing demand for AI-powered support solutions. This latest acquisition further solidifies Capacity’s commitment to delivering a fully integrated technology stack that empowers contact centers to provide superior, efficient, and personalized customer support.
