Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.
Centralize and optimize core business functions. From project management and financial planning to HR and supply chain, this category covers the software that keeps your business running smoothly.
Empower employees with a modern and collaborative work environment. Foster productivity, communication, and knowledge sharing with tools for collaboration, communication, and information access.
Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.
Streamline communication and collaboration. Integrate voice, video, messaging, and conferencing into a single platform for seamless interaction and teamwork.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Automate customer interactions and provide 24/7 support. Use chatbots to handle routine inquiries, qualify leads, and guide users through simple tasks, freeing up your agents to focus on complex issues.
Create intelligent, natural-language interactions with customers and employees. Use conversational AI to power chatbots, virtual assistants, and voice interfaces that understand and respond to user intent.
Enable real-time communication and collaboration within your organization. Facilitate instant messaging, group chat, and file sharing among teams and individuals.
Streamline IT support and service requests. Track and manage incidents, problems, and changes with tools that improve response times and resolution rates.
Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.
Automate routine tasks and streamline workflows with AI-powered assistants. Delegate tasks, set reminders, and get personalized recommendations to boost productivity and focus on high-value work.
Anticipate customer needs and proactively offer assistance. Use AI and machine learning to identify customer intent and deliver personalized experiences at the right moment.
Automate repetitive, rule-based tasks without coding. Use platforms that deploy software bots to automate tasks and processes. RPA platforms can be customized to nearly any process and steps between current and legacy systems.
Interactive visual IVR solutions that enhance customer engagement by providing a visual interface for navigating support options, improving user experience and satisfaction.
Workflow automation is the process of using rule-based logic to launch a series of tasks between systems using APIs. Tools that automate repetitive tasks and streamline business processes, improving efficiency, reducing errors, and freeing up resources for more strategic activities.
Capacity is an omnichannel experience automation platform that helps organizations reduce support costs, improve knowledge access, and streamline workflows. With AI-powered virtual agents, employee assist tools, and process automation, Capacity enables scalable, self-service interactions across voice, chat, SMS, and more.
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For businesses looking to streamline workflows with AI-powered automation, CXponent offers expert guidance to help you make the most informed decision when implementing Capacity’s solutions.
Key Features and Benefits
Automated Helpdesk: Capacity enables businesses to provide 24/7 support with AI-powered chatbots and workflow automation, reducing manual intervention.
Seamless Integrations: Connects with a wide range of existing tools and systems to pull information efficiently and keep workflows streamlined.
Robust Knowledge Management: A centralized, searchable database allows users to access up-to-date information for faster resolutions and decision-making.
Secure Data Handling: Capacity's platform ensures data security and compliance with robust encryption and industry-standard protocols.
Scalable Workflow Automation: Automate repetitive tasks across departments, improving efficiency and accuracy while reducing operational costs.
Technical Requirements
Cloud-Based Platform: Capacity is fully cloud-hosted, requiring a stable internet connection and compatible browser for access and operation.
Integration Requirements: Compatible with most existing enterprise systems through APIs and pre-built connectors.
User Management: Scalable across multiple teams, with single sign-on (SSO) support for user authentication and easy management of user permissions.
Business Requirements
Automation Strategy: Organizations should define their automation needs and workflows before implementing Capacity to maximize productivity.
Support Team Training: Minimal training for support teams is needed due to its intuitive interface, though onboarding may be required for complex workflows.
Security Compliance: Ensure that Capacity meets your organization’s security and compliance standards, especially when handling sensitive data.
Use Cases
Customer Support Automation: Automates repetitive customer inquiries, allowing support teams to focus on more complex issues.
HR Operations: Simplifies onboarding, offboarding, and employee queries with AI-driven workflows.
IT Helpdesk: Automates common IT support tasks like password resets and system troubleshooting, improving response time and user satisfaction.
Qualifying Questions
How much time does your team spend on repetitive tasks and answering common inquiries?
Do you have existing tools that require better integration with automation workflows?
What pain points are you experiencing in customer support or internal operations that automation could alleviate?
Are you seeking to enhance data security and compliance while automating workflows across departments?
Implementation Timeline & Considerations
Deployment Time: Typically 4-6 weeks, depending on the complexity of integrations and workflow designs.
Considerations: Ensure that key stakeholders across support, IT, and HR are involved in workflow design to ensure smooth adoption.
Security and Compliance: Verify that Capacity complies with your organization’s data security standards and industry regulations.
ROI and Business Impact
Improved Productivity: Automating repetitive tasks leads to increased efficiency and a more focused workforce.
Reduced Costs: Streamlining operations with automation can significantly reduce operational overhead and resource needs.
Scalable Operations: Capacity’s scalable automation platform enables growth and helps businesses adapt to evolving needs.
Enhanced Customer Experience: Improved response times and consistent service delivery lead to higher customer satisfaction and retention rates.
Cost Model
Capacity offers tiered pricing based on the number of workflows and support queries automated, with options to scale up as needed. Pricing typically depends on usage, integrations, and the level of support required.
Roles of Decision Makers
IT Leaders: Evaluate the technical infrastructure for integration and automation capabilities.
Customer Support Managers: Assess the impact on service delivery and team productivity.
HR Managers: Define internal workflows that can benefit from automation and knowledge management.
Security Officers: Ensure that Capacity meets security and compliance needs for sensitive data and operational workflows.
Additional Considerations & Helpful Tips
Start Small: Begin by automating a few key workflows to ensure smooth adoption and measure effectiveness before scaling across departments.
Customization: Take advantage of Capacity’s customization features to tailor workflows specific to your business needs.
Data Security: Ensure that your organization's sensitive data is protected by utilizing Capacity's advanced security features.
Team Training: Provide ongoing training to ensure that staff can maximize the benefits of Capacity’s automation tools.
Next Steps
Curious if Capacity is the right fit for your business? CXponent can help you assess your needs and guide you through the decision-making process. Contact us today to learn more about how Capacity can automate your workflows and improve your business operations.
Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.
Centralize and optimize core business functions. From project management and financial planning to HR and supply chain, this category covers the software that keeps your business running smoothly.
Empower employees with a modern and collaborative work environment. Foster productivity, communication, and knowledge sharing with tools for collaboration, communication, and information access.
Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.
Streamline communication and collaboration. Integrate voice, video, messaging, and conferencing into a single platform for seamless interaction and teamwork.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Automate customer interactions and provide 24/7 support. Use chatbots to handle routine inquiries, qualify leads, and guide users through simple tasks, freeing up your agents to focus on complex issues.
Create intelligent, natural-language interactions with customers and employees. Use conversational AI to power chatbots, virtual assistants, and voice interfaces that understand and respond to user intent.
Enable real-time communication and collaboration within your organization. Facilitate instant messaging, group chat, and file sharing among teams and individuals.
Streamline IT support and service requests. Track and manage incidents, problems, and changes with tools that improve response times and resolution rates.
Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.
Automate routine tasks and streamline workflows with AI-powered assistants. Delegate tasks, set reminders, and get personalized recommendations to boost productivity and focus on high-value work.
Anticipate customer needs and proactively offer assistance. Use AI and machine learning to identify customer intent and deliver personalized experiences at the right moment.
Automate repetitive, rule-based tasks without coding. Use platforms that deploy software bots to automate tasks and processes. RPA platforms can be customized to nearly any process and steps between current and legacy systems.
Interactive visual IVR solutions that enhance customer engagement by providing a visual interface for navigating support options, improving user experience and satisfaction.
Workflow automation is the process of using rule-based logic to launch a series of tasks between systems using APIs. Tools that automate repetitive tasks and streamline business processes, improving efficiency, reducing errors, and freeing up resources for more strategic activities.
