Capacity Auto QA

What it does

Capacity Auto QA takes in voice call transcripts, chat conversations and support tickets from your existing contact center or helpdesk systems. It applies your scoring criteria to each interaction using AI and produces scorecards, dashboards and findings. Results are described as near real-time, and historical data can be analyzed from go-live.

Teams use it to review 100% of interactions instead of a manual sample of roughly 1-2% of calls. Findings can be linked to coaching sessions, where managers pin specific call moments, set goals and track agent acknowledgement. Results also feed back into Capacity's AI agents and Agent Assist. Multiple scorecards can run at once for different programs or third-party teams, and the platform offers a compliance-oriented structure.

Quality assurance and contact center managers at organizations that already run voice, chat or ticket operations are the stated audience. Capacity has production-ready integrations with CCaaS platforms such as NiCE, Genesys, Five9 and RingCentral, and a batch ingestion path for other platforms, so confirm your platform during scoping. Access starts with a demo request, and pricing is a platform fee plus usage.

What it can do

• Automatically scores 100% of voice, chat and ticket interactions against defined criteria
• Customizable scorecards with multi-element decision logic
• Multiple scorecards can run simultaneously for different teams or programs
• Coaching Hub that links QA scores to coaching sessions with pinned call moments and goal tracking
• Pre-built insights (1,200+) available from historical data at go-live
• Findings feed back into AI agents and Agent Assist

Works with

• NiCE
• Genesys
• Five9
• 8x8
• RingCentral
• Glia

Before you choose

• Pricing combines a platform fee with usage-based charges for AI agents, Agent Assist and conversation intelligence; exact rates are quoted by the sales team.
• Auto QA is part of the broader Capacity platform; confirm with sales which platform tier and add-ons apply to your deployment.
• Vendor-reported customer results such as QA coverage and cost savings are case claims, not independent benchmarks.

Listed under

• Support

Get started

The page directs visitors to request a demo; pricing requires talking to sales.

1. Request a demo and scope your CCaaS or telephony platform to confirm integration path.
2. Define your scoring criteria and build scorecards for each program or team.
3. Confirm go-live timeline, which the FAQ says targets 30 days for standard implementations.

Platform tiers (Core, Pro, Enterprise) are sized by number of users. Usage is priced per chat response, voice minute, message or conversation intelligence hour; request a quote for rates.

Source: capacity.com/pricing, checked 29 Oct 2026. Prices can change; check before you buy.

Sources for this overview

Product pages, documentation, and pricing checked 29 Oct 2026. Each source supports part of the overview; availability and prices can change.

• Auto QA - Score 100% of Interactions for Better CX - Capacity ↗capacity.com
• Pricing - CX Automation Platform for Support - Capacity ↗capacity.com
• AI Development Platform - Capacity ↗capacity.com
• AI Workflow Automation - Capacity ↗capacity.com
• AI Automation Software - Capacity ↗capacity.com

Company website

capacity.com: product, pricing and policy pages

YC directory mirror

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Web search

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Human review

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knowledge_base

manual_review

Last checked 29 Oct 2026. Every field keeps its source and date; unknown means we couldn’t confirm it.