Capacity, an AI-driven support automation platform for contact centres, has announced the acquisition of Creovai, a provider of real-time agent assist and automated quality assurance solutions.
The acquisition strengthens Capacity’s conversation intelligence offering, bringing together automation and conversational insights within a single platform for both virtual and live agent interactions.
“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 centres 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.”
Formed in 2024 through the merger of Tethr and Awaken Intelligence, Creovai has delivered AI solutions to major organizations including TruGreen, Vistra, Baxter Credit Union, and Lutron, with a focus on improving agent performance and customer satisfaction.
The acquisition extends Capacity’s capabilities across several key areas:
- Real-Time Agent Assist
- Automated QA
- Conversational Intelligence
- Survey-Less CSAT
- Audio Capture
The combined platform offers end-to-end support automation, enabling seamless transitions between self-service and live agent interactions while providing insights to optimize quality and customer experience.
“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 centres move beyond fragmented tools and achieve meaningful outcomes.”
Creovai will continue to operate independently in the near term, with integration into Capacity’s organization planned over time. Customers will maintain existing relationships while gaining access to the enhanced joint platform.
The acquisition marks Capacity’s fourteenth strategic purchase since 2023, following $92 million in investments and the acquisition of KLaunch in September 2025. Capacity’s solutions are used by more than 20,000 businesses, including DSW, Titleist, and Culligan.
For more information about Creovai - visit the Creovai Website
About Creovai
Creovai exists to improve customer and agent experiences through powerful software solutions, purpose-built for the modern contact center. We believe customers shouldn’t dread reaching out for assistance—and agents shouldn’t dread handling complex customer interactions. Our Intelligence and Guidance technology equips contact centres with conversation insights that improves their ability to make decisions, elevates service standards, and provides real-time guidance to help agents assist customers with ease. Visit Creovai's website for more information on how we can help you deliver contact centre excellence. Find out more about Creovai
Author: Robyn Coppell
Reviewed by: Jo Robinson
Published On: 17th Oct 2025
Read more about - Latest News, Creovai
