Capacity, a leading AI-powered support automation platform focused on improving the customer journey, has announced the acquisitions of Edinburgh-based CereProc and Fort Worth-based SmartAction. These strategic moves significantly enhance Capacity’s voice and Contact Centre solutions, enabling the company to provide advanced AI-driven customer and employee support experiences across multiple channels.
CereProc, a UK-based innovator in speech synthesis, is known for its scalable and customisable synthetic speech engine, CereWave AI. Paul Welham, CEO of CereProc, noted the importance of speech tools for Contact Centre efficiency. He commented:
“CereWave AI, our advanced synthetic speech engine, is easily embeddable and customisable with a voice of a customer’s choice, making it an ideal enhancement in a complete solution like Capacity.”
Welham will continue to lead CereProc and join Capacity’s executive leadership team.
SmartAction, headquartered in Fort Worth, Texas, offers the NOVA platform, a solution for AI-powered virtual agents designed to enhance customer interactions through omnichannel support and proactive follow-up capabilities. David Karandish, CEO of Capacity, highlighted the synergies between the acquisitions:
“Customer expectations are rising, and that means support teams need better tools to improve customer experiences and free up their agents to solve higher-level challenges. With CereProc’s text-to-speech technology and SmartAction’s NOVA platform, Capacity customers can seamlessly integrate AI-powered voice agents into their workflows.”
Karandish further emphasised the alignment between the brands:
“For brands obsessed with their CX, every moment matters. We are thrilled to bring together three like-minded brands laser-focused on delivering customer-first experiences.”
The terms of the transactions remain confidential, but the acquisitions support Capacity’s rapid growth and capability expansion in serving Contact Centres and a wide range of businesses.
Capacity has marked significant growth in the past year. Founded in 2017, Capacity continues to leverage AI to deflect tickets, emails, and calls, enabling teams to focus on higher-value tasks.
