Creovai Acquisition Fills Agent Guidance Gap for Capacity

Capacity, the AI-driven support automation platform for contact centers, has announced the acquisition of Creovai, a top provider of real-time agent assist and automated quality assurance solutions. This strategic move enhances Capacity’s conversational intelligence capabilities, giving clients a powerful, unified platform to optimize both virtual and live agent interactions.

Formed in 2024 through the merger of Tethr and Awaken Intelligence, Creovai quickly rose to prominence as a leader in AI-powered contact center innovation. The company has delivered intelligent automation solutions to top organizations such as TruGreen, Vistra, Baxter Credit Union, Lutron, and several major players in healthcare and financial services. Its expertise has made it a trusted technology partner for enterprises focused on boosting agent productivity and elevating customer satisfaction.

“Creovai's expertise in real-time agent assist and conversation intelligence is a natural fit with our automation capabilities,” said David Karandish, CEO of Capacity. “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.”

This acquisition significantly expands Capacity’s offerings across multiple domains:

• Real-Time Agent Assist: Provides instant knowledge and support to agents, improving accuracy, efficiency, and customer experience.

• Automated Quality Assurance (QA): Delivers continuous conversation monitoring for consistency, compliance, and actionable coaching insights—without manual effort.

• Conversational Intelligence: Generates insights on customer intent, sentiment, and trends to refine operational and automation strategies.

• Survey-Less CSAT: Automatically measures customer satisfaction after each interaction, eliminating the need for traditional surveys.

• Audio Capture: Enables seamless voice data capture without direct integration with contact center platforms.

By merging both technologies, the combined platform offers deep value to both customer bases. Creovai’s clients gain access to powerful automation and centralized knowledge-sharing tools, while Capacity’s users benefit from enhanced agent performance, real-time guidance, and advanced analytics. This integration creates a connected support ecosystem where self-service and live support work in harmony to ensure continuous quality improvement and customer delight.

“At Creovai, we've always believed in AI's power to transform both customer and employee experiences,” said Robert Beasley, CEO of Creovai. “Capacity shares our vision and commitment to delivering solutions that provide the fastest ROI and most actionable insights. Together, we're uniquely positioned to help contact centers move beyond fragmented tools and achieve meaningful outcomes.”

Creovai will initially continue to operate independently, gradually integrating with the Capacity organization. Customers can expect uninterrupted service while gaining access to the enhanced capabilities of both platforms.

This marks Capacity’s fourteenth acquisition since 2023, following $92 million in investments and the purchase of KLaunch in September 2025. Today, over 20,000 businesses—including DSW, Titleist, and Culligan—trust Capacity’s AI-powered platform to drive customer engagement and operational excellence.

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