St. Louis-based Capacity, an AI-powered support automation platform, has acquired Fort Worth-based SmartAction and UK-based CereProc in a move it said significantly expands its voice and contact center offerings.

Capacity said it empowers teams to do their best work and deliver valuable employee and customer experiences across channels, and SmartAction and CereProc bring Capacity tech and talent that will help the company grow its scalable voice and virtual agent solutions.

Terms of the deals were not disclosed.

“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,” Capacity CEO David Karandish said in a statement. “CereProc’s text-to-speech technology allows us to build on the industry-leading voice experiences we are already delivering to our customers. And with SmartAction’s innovative NOVA platform, Capacity customers will now be able to seamlessly integrate AI-powered voice agents into their customer experience workflows.”

SmartAction was founded by an entrepreneur and scientist

Founded in 2009 by entrepreneur and scientist Peter Voss, SmartAction has grown from its roots in a “small apartment near Los Angeles” to become a leader in its industry. The company provides AI-powered virtual agents to contact centers via its NOVA platform. Built to improve customer experiences, NOVA provides omnichannel support, personalized interactions and proactive follow-up capabilities.

Edinburgh-based CereProc is an enabling technology company, creating scalable voices that are both characterful and easy to integrate and apply. The company is known for its innovative speech synthesis system, CereProc enables companies to create synthesized voice for use on applications, web and multimedia interfaces.

“The right speech tools are essential for contact center efficiency. CereWave AI, our advanced synthetic speech engine, is easily embeddable and customizable with a voice of a customer’s choice, making it an ideal enhancement in a complete solution like Capacity,” CereProc CEO Paul Welham said in a statement.

He will continue to lead Cereproc and serve as a member of the Capacity executive leadership team following the acquisition.

‘Laser-focused on delivering customer-first experiences’

Capacity said the acquisitions support its rapid expansion of capabilities and scale to serve contact centers and a wide range of businesses.

“For brands obsessed with their CX, every moment matters. We are thrilled to bring together three like-minded brands who are laser-focused on delivering customer-first experiences,” Karandish said.

Capacity said it marked significant revenue, team, and company growth in the past year, including:

• Posted over 80% year-over-year ARR growth, led by wins in financial services and contact center industries.
• Acquired Denim Social, LumenVox and Textel, significantly expanding its omnichannel support and engagement automation platform.
• Counted more than 150 team members around the world.

Founded in 2017, Capacity is a support automation platform that uses practical and generative AI to deflect tickets, emails, and phone calls—so clients’ team can do their best work.

David Seeley contributed to this report.

Get on the list.
Dallas Innovates, every day.

Sign up to keep your eye on what’s new and next in Dallas-Fort Worth, every day.