Capacity, the AI-powered support automation platform for contact centers, has announced more than $92 million in investments. Additionally, the company announed acquisitions of Call Criteria and Verbio Technologies, expanding Capacity’s capabilities in voice AI, quality assurance (QA) automation and speech analytics.
The new investments in Capacity include $50 million from Chicago Atlantic, a private markets investment firm, and a Series D round close at $42.6 million. The company previously announced an initial $26 million fundraise in its Series D round, which was oversubscribed. Capacity will use the Series D proceeds to continue growth and product innovation as part of a compound startup strategy.
“Support is more important than ever for brands across industries, but point solutions can’t effectively solve complex issues,” said David Karandish, CEO, Capacity. “New funding is enabling us to bring together the best technologies in our industry to build a complete, AI-powered support automation platform that helps Contact Centers operate across channels using shared knowledge.”
More than 20,000 businesses rely on Capacity’s AI support automation platform to grow revenue, cut costs and improve customer satisfaction across channels. Capacity has deep experience in knowledge management and Contact Center automation. The acquisitions of Call Criteria and Verbio Technologies signal a significant commitment to delivering the fully integrated tech stack large-scale organizations need to provide superior support.
“Companies are under pressure to improve customer experiences while cutting costs. With Call Criteria and Verbio Technologies, we’re strengthening our platform to deliver faster, more personalized and fully automated support,” said Karandish.
Call Criteria offers QA automation tools that analyze Contact Center interactions using speech analytics and generative AI, helping businesses identify coaching opportunities, improve compliance and elevate agent performance.
“Traditional QA is slow and subjective,” said Ryan Stomel, CEO of Call Criteria. “Together with Capacity, we’re automating QA to drive meaningful improvements in every customer interaction.”
“Call Criteria has built strong speech analytics and generative AI technologies that help call centers create a clear path to improving agent performance. When Call Criteria’s tools are fully integrated into our platform, Capacity customers will have access to enhanced agent support capabilities that will reduce costs, increase compliance and importantly – improve customer satisfaction,” said Karandish.
Verbio Technologies, headquartered in Barcelona, Spain, helps enterprises transform customer engagement with Intelligent Voice Virtual Agents. Designed to deliver natural, personalized conversations, these Virtual Agents manage customer interactions, resolve issues and reduce the need for live agent intervention – enhancing both customer satisfaction and operational efficiency.
“Voice remains the most critical channel for customer experience and loyalty,” said Alejandro Terradas, co-CEO of Verbio Technologies. “Integrating our voice capabilities with Capacity’s platform unlocks next-level customer engagement.”
Terradas will join Capacity following the acquisition.
“Verbio Technologies has not only built a voice solution with unparalleled conversational capabilities, it is created to scale for enterprise. Together, the Capacity platform will be optimized with greater voice AI technology that personalizes and automates,” said Karandish.
Capacity has marked significant growth in 2025 and is now profitable with $60 million of annual recurring revenue.
Capacity has raised more than $155 million in both equity and debt across multiple funding rounds and other investments. In addition to investment from Chicago Atlantic, the Series D round of funding included investments from TVC Capital and Toloka.vc., among others.
Call Criteria and Verbio Technologies are Capacity’s 10th and 11th acquisitions in recent years. Talent from both companies will join the Capacity team with nearly 250 team members combined around the world.
The terms of the Call Criteria and Verbio Technologies transactions are confidential.
Capacity is led by David Karandish, who co-founded the company and has served as the CEO since inception.
Source: https://insideainews.com/