--- title: Capacity Reviews meta_title: 'Capacity Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 93 reviews by the users' company size, role or industry to find out how Capacity works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 93 scale: '5' date_modified: '2026-07-21' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Capacity Reviews **Vendor:** Capacity **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.7/5.0 **Total Reviews:** 93 ## About Capacity Capacity is a unified CX Automation Platform engineered to eliminate the operational chaos of rising support costs, fragmented technology, and increasing customer expectations. Built specifically for the modern contact center, Capacity connects your enterprise knowledge, data, and systems into a single AI Knowledge Orchestration Layer. This "train once, use everywhere" approach allows organizations to power virtual agents, agent assist, and outbound campaigns from one unified source of truth, ensuring consistent and accurate answers across every channel. Our Solution Suites Capacity replaces the need for 4–5 disconnected AI point solutions with an integrated end-to-end platform: AI Agent Suite (Inbound): Delivers 24/7 automated support across voice, chat, email, and SMS. It is designed to deflect high volumes of repetitive inquiries, significantly reducing the cost-to-serve while improving CSAT. Agent Assist Suite: Empowers human agents during live interactions with real-time guidance, instant answers, and next-best-action recommendations. This reduces Average Handle Time (AHT) and accelerates agent speed-to-competency. Post-Interaction Suite: Automates manual post-call work through Automated QA, which scores 100% of interactions , and Interaction Summaries that generate concise conversation logs for supervisors and downstream systems. Outbound Campaigns: Drives revenue by automating proactive outreach via SMS and voice to accelerate lead capture, manage bookings, and reduce appointment no-shows. Why Leading Contact Centers Choose Capacity Unified Intelligence: Unlike vendors that offer siloed tools for different channels, Capacity provides one implementation, one workflow, and one dashboard. Data-Driven Design: We use conversational intelligence to analyze your existing call transcripts and chat logs, ensuring your virtual agents are purpose-built on real performance data rather than guesswork. Continuous Optimization: Our built-in Learning Loop identifies new automation opportunities and coaching needs weekly, ensuring the platform gets smarter with every interaction. Rapid Time to Value: Leveraging a pre-trained conversational AI foundation (including proprietary LLMs, ASR, and TTS), Capacity can be deployed in weeks, not months. By unifying the entire customer journey, from proactive outreach to post-interaction analysis, Capacity helps organizations scale efficiently, reduce operational costs by millions, and deliver exceptional service. ## Capacity Pros & Cons **What users like:** - Users find Capacity **very easy to use** , with customizable features and helpful support enhancing their experience. (7 reviews) - Users praise the **exceptional support team** at Capacity, enhancing collaboration and fostering successful project outcomes. (7 reviews) - Users value the **efficiency** of Capacity, enjoying streamlined workflows and significant time savings in communication. (6 reviews) - Users highlight the **exceptional customer support** at Capacity, making collaboration seamless and enhancing overall experience. (5 reviews) - Users praise the **easy setup** of Capacity, making transitions seamless and enhancing overall efficiency in support processes. (5 reviews) - Integrations (4 reviews) - Intuitive (4 reviews) - Time-saving (4 reviews) - Automation (3 reviews) - Chat Features (3 reviews) **What users dislike:** - Users note that the **complex setup** of Capacity requires significant time and planning for effective implementation. (2 reviews) - Users find the **difficult setup** of Capacity requires significant time and a dedicated team for successful implementation. (2 reviews) - Users point out the **inadequate features** of Capacity, specifically lacking essential tools like asset management. (2 reviews) - Users find the **lack of features** in Capacity, such as asset management, limits its effectiveness for their needs. (2 reviews) - Users note a significant **learning curve** with Capacity, requiring time and proper guidance for effective setup. (2 reviews) - Users find the **limited features** of Capacity lacking, particularly missing asset management capabilities for support tasks. (2 reviews) - Users feel frustrated by **access limitations** that hinder collaboration and prevent visibility of others in the system. (1 reviews) - Configuration Difficulty (1 reviews) - Users feel that the **cost** of Capacity was previously high, but recent changes have improved pricing transparency. (1 reviews) - Users find the product **expensive** and struggle to see its value without the integrated ticket system. (1 reviews) ## Capacity Reviews ### 1. Loving the Capacity Helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Capacity?** It is easy to adjust Capacity's helpdesk to work how we need it to work, making us more efficient in handling tickets. We are most excited about phase 2 where we will start deflecting tickets by using the chat bot and setting up a support site. **What do you dislike about Capacity?** We don't always have the basic answers we need from analytics. **What problems is Capacity solving and how is that benefiting you?** Capacity gave us a single place to manage incoming customer questions and issues. It has made us more efficient as agents, and we will continue to see more efficiency as we build out the knowledge base. ### 2. Fantastic Product with Even Better Support **Rating:** 4.5/5.0 stars **Reviewed by:** Justin W. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2023 **What do you like best about Capacity?** The customer service at Capacity is second to none. Everyone at Capacity is eager to listen to any problems and help us build solutions. The platform is constantly improving. **What do you dislike about Capacity?** With the constant improvement comes a drawback; some solutions do take a little longer to implement. However, Capacity always delivers on the promised solutions. **What problems is Capacity solving and how is that benefiting you?** Capacity enables our users to ask questions and get immediate answers. This allows our subject matter experts to focus their time and energy elsewhere and be more productive. The helpdesk functionality of Capacity has greatly improved our ticket resolution time and helped to streamline the process. ### 3. Knowledge at your Finger Tips 24-7 **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2023 **What do you like best about Capacity?** I think having all of our needs in one place at our finger tips 24-7 is so important to an organization that operates in all times zones and different times and days. **What do you dislike about Capacity?** I have not experienced any downsides with Capacity. As long as the information is entered, the answers to the questions appear. **What problems is Capacity solving and how is that benefiting you?** We've created a central Resource of knowledge for answers to alot of our company questions that can be answered instantly now no matter the time of day. Having that at your fingertips is a great value. ### 4. Good experience looking for information. User friendly. **Rating:** 5.0/5.0 stars **Reviewed by:** Dennitza I. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 02, 2023 **What do you like best about Capacity?** Answer my questions at any time of the day. **What do you dislike about Capacity?** Sometimes doesn't show me what I'm looking for. **What problems is Capacity solving and how is that benefiting you?** One of the problems that capacity is solving is the lack of information. It benefits me because it has more information that answers my questions. Also it has the option for notes. ### 5. Helpful software that makes me more efficient at my job **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** April 10, 2023 **What do you like best about Capacity?** Capacity helps me with access to information that should be very accessible. I don't want to disturb a team member because I forgot our tax ID or access codes. Capacity allows me to access the information on my flexible schedule without being disruptive. **What do you dislike about Capacity?** Nothing comes to mind at this point. Any issues we encounter are addressed, and the support team is incredible. **What problems is Capacity solving and how is that benefiting you?** Capacity helps me quickly find information without being disruptive to other team members. It continually learns and becomes more valuable over time, and it makes me much more efficient in what I do. ### 6. Customer Support Pros! **Rating:** 4.5/5.0 stars **Reviewed by:** McCall C. | Marketing Communications Manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 18, 2023 **What do you like best about Capacity?** Capacity is an incredibly intuitive program that allows for so many possibilities! But equal in greatness to the system are the people - I've never had such fantastic support as a customer! **What do you dislike about Capacity?** There are currently a few branding limitations regarding the platform, but that's all! **What problems is Capacity solving and how is that benefiting you?** Capacity allows us to have a closed-loop approach to our website chatbot, which ensures all users are presented with helpful materials and all questions answered as efficiently as possible. It is also helping to ease the flood of questions submitted to our internal support inboxes. ### 7. Linc is a Great and Robust CX Offering **Rating:** 4.5/5.0 stars **Reviewed by:** Pablo S. | Senior Manager User Experience, Enterprise (> 1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Capacity?** The relationship has been a partnership, with both parties providing feedback and solutions to provide a better Customer Experience for our customers. Additionally, as the years have past, we taken on added functionality such as their Chat Bot. **What do you dislike about Capacity?** Specific to our program, the automated reporting is a work in progress. That said, Linc does actively work with us to provide alternative solutions as they work to add more functionality to their project roadmap. **What problems is Capacity solving and how is that benefiting you?** Linc allows our customers to seamlessly track their orders and create returns. Additionally, their Chat Bot serves as a 24/7 agent and we've been able to leverage their solution to allow customers whose issues cannot be resolved by the bot, a way to notify our CS team so we can follow up accordingly. ### 8. Easy to Learn & Use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Capacity?** I enjoy the ability to watch a ticket so when another department is handling I can still see how it is resolved. **What do you dislike about Capacity?** I would like more of the tickets to go to a specific department automatically when they come in rather than moving them. **What problems is Capacity solving and how is that benefiting you?** Users to get quick responses to questions or issues they may have with one location to go to. Less confusion for the user. ### 9. Review **Rating:** 5.0/5.0 stars **Reviewed by:** Pamela F. | Enterprise (> 1000 emp.) **Reviewed Date:** April 11, 2023 **What do you like best about Capacity?** We are very happy Capacity! Our staff and members can find the answers to their questions faster than ever. The knowledge base, chatbot and ticketing system work well, and we have the necessary tools. Their sales, implementation and support teams are outstanding! They took what could have been a very overwhelming implementation process and made it easy. **What do you dislike about Capacity?** We really are very happy with Capacity. Their implementation and support team have responded with solutions when needed. **What problems is Capacity solving and how is that benefiting you?** Capacity is helping us get the correct information to our members. ### 10. Review of Capacity **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** April 13, 2023 **What do you like best about Capacity?** Capacity is a great tool for project management. I love to see my team's tickets in a single location to know how we're tracking on our projects. I also think the knowledge base is invaluable. Having common questions immediately answered makes my team so much more efficient. **What do you dislike about Capacity?** I think Capacity has some really advanced features that feel a little intimidating to put to use so far. Luckily there are a ton of resources I can use to become a product expert and make my team even more efficient. **What problems is Capacity solving and how is that benefiting you?** Capacity is helping me get visibility into what projects my team is working on. It has saved us a lot of time rehashing the status of our projects. This makes us much more efficient. ### 11. All in one AI support automation platform for internal and customer facing teams **Rating:** 5.0/5.0 stars **Reviewed by:** Soumya P. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2023 **What do you like best about Capacity?** Love that you can add a chatbot, a support site, create a knowledge base, manage tickets and setup automations in a single platform. The team is constantly innovating and implementing cutting edge features based on customer needs. **What do you dislike about Capacity?** Setting up the platform could be simplified. **What problems is Capacity solving and how is that benefiting you?** Capacity helps us streamline communications with our customers and prospects. It helps us provide round the clock on-demand support without needing to repeat ourselves or use up resources. ### 12. Great system and user friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Casey D. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 13, 2023 **What do you like best about Capacity?** How easy it is to use, and the benefits it adds to our overall member experience. **What do you dislike about Capacity?** The guided conversations are a little tricky to build. **What problems is Capacity solving and how is that benefiting you?** It is providing valuable information to the public without the need for a phone call. ### 13. Moved from Salesforce Case **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** April 17, 2023 **What do you like best about Capacity?** As a small team, Capacity is so much easier to customize for our unique needs than using cases in Salesforce. We spent a lot of wasted time having a system that wasn't optimized for our needs. **What do you dislike about Capacity?** Capacity analytics could be improved. There is a lot of data, but it's hard to understand sometimes. **What problems is Capacity solving and how is that benefiting you?** Capacity serves as our single queue for all inbound communication, which makes it easier to organize, respond, and help our customers. ### 14. Capacity Rollout **Rating:** 5.0/5.0 stars **Reviewed by:** Dylan W. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2023 **What do you like best about Capacity?** The platform is easy to navigate and customize. **What do you dislike about Capacity?** Some customizations require Capacity to build or delete **What problems is Capacity solving and how is that benefiting you?** Guideline search will free up our support and operations teams to focus on bigger projects ### 15. Best way to support our branches! **Rating:** 5.0/5.0 stars **Reviewed by:** Halee D. | Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2023 **What do you like best about Capacity?** Loving the ability to centralize incoming support requests so we can share the load as a team, the tickets are trackable and we can metric our teams bandwidth! **What do you dislike about Capacity?** Reporting layouts, look of the reports and filters. **What problems is Capacity solving and how is that benefiting you?** Solving for number of hours spent serving our branches - allows us to better staff according to number of tickets! ### 16. Capacity is a great website. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 02, 2023 **What do you like best about Capacity?** Capacity is such a helpful tool. I use it every day for work. I can get all the info I need quickly and efficiently. **What do you dislike about Capacity?** I have not been able to find a downside yet. **What problems is Capacity solving and how is that benefiting you?** Capacity helps me in my everyday work life. Helps me solve problems and answer questions for members. ### 17. Excellent customer service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 11, 2023 **What do you like best about Capacity?** Ease of use and setup. We were up and running quickly and had a wonderful experience working with our reps. **What do you dislike about Capacity?** Needs more integrations with other communication systems to provide a 365 degree view of the customer **What problems is Capacity solving and how is that benefiting you?** Ease of access to Q&A for internal employees and our external customers ### 18. Linc has been a great partner in CX technology **Rating:** 5.0/5.0 stars **Reviewed by:** Shirley G. | Chief Information Officer, Enterprise (> 1000 emp.) **Reviewed Date:** August 26, 2022 **What do you like best about Capacity?** Working with the Linc team from day one has felt like a true partnership. We’ve been able to grow and expand our use of the platform at our own pace in the areas we need the most. This flexibility has allowed us to truly move the needle on customer satisfaction and revenue. We started with Linc to resolve issues around post-purchase and order tracking support. What we have now with them is much, much more. **What do you dislike about Capacity?** There are always gaps between what technology can achieve and what the business can accept, as well bottlenecks between legacy antiquated systems and modern cloud platforms, but with Linc we work together to find solutions. **What problems is Capacity solving and how is that benefiting you?** A decent percentage of our customer inquiries are now resolved without having to involve our support agents because of Linc’s CX automation platform. It’s like a line of “first response” agents on staff 24/7. This allowed us to reduce call center hours and the number of agents. ### 19. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2023 **What do you like best about Capacity?** Navigating tickets is very user friendly. **What do you dislike about Capacity?** So far, everything I've done with this product has been easy, and I haven't encountered anything I dislike. **What problems is Capacity solving and how is that benefiting you?** I'm still a fairly new user so I don't think I have good insight into this question. ### 20. Linc's Customer Service, and Efficiency are Incredible! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Capacity?** Linc is so quick to reply and their customer service is incredible! We have requested several custom reports in addition to the information they are providing through their portal and they were able to turn them around in no time. They are also great at acting quickly to make any adjustments needed. **What do you dislike about Capacity?** There are no dislikes. Any information not initially provided, they have been able to find alternate ways to provide for us. **What problems is Capacity solving and how is that benefiting you?** Tracking our returns, which has been extremely helpful and providing us with marketing opportunities through our order confirmation pages. ### 21. Perfect High end ASR platform **Rating:** 4.0/5.0 stars **Reviewed by:** Irfanudeen S. | Senior Academic Counsellor, Enterprise (> 1000 emp.) **Reviewed Date:** March 25, 2022 **What do you like best about Capacity?** LumenVox ASR is best at its accuracy, the accuracy rate of LumenVox is unbeatable, it catches every pitch clearly and is highly accurate in the documentation. It is very easy to deploy. The voice tone features and its clarity in the Text-To-Speech feature are amazing. The support system is also instant and useful, it guides us to make the fullest use of all its features. **What do you dislike about Capacity?** At this moment, there is no dislike about the performance and functionalities of LumenVox ASR. But, the cost is high compared to its competitors. I request them to add more voice tones, and the option to avoid unnecessary side noises like dog barkings by improving the feature of auto noise isolation and auto noise cancellation. **What problems is Capacity solving and how is that benefiting you?** I use LumenVox ASR for creating the sales pitch, The Automated Speech Recognizer catch my voice notes and helps me in preparing the sales pitch, calling pitch, conduction pitch. The TTS helps in converting the policies to audio notes for comfortability and time saving, I hear all the HR policies, revised syllabus of the courses, and company circulars. We are implementing the Call Progress Analysis in a pilot model to check its performance, So far it optimize client calls and their conversation. The Speech tuner is highly helpful in addressing or escalating the issues to organization, and confirming the client appointments in more professsional tone. ### 22. Amazing end to end customer satisfaction **Rating:** 5.0/5.0 stars **Reviewed by:** Devesh N. | Billing Operations Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Capacity?** So easy to use and so simple interface. Even a child can use it without any difficulty. I found it as an advanced yet simple technology that will be the main platform for customer engagement for years to come. **What do you dislike about Capacity?** Nothing as of now. A little development to add more features might be useful. Like, adding in app calling feature for customers who need direct calling experience. **Recommendations to others considering Capacity:** Use and feel your business growing **What problems is Capacity solving and how is that benefiting you?** Revolutionising the customer experience platform by making it really simple for customers to reach business and for business to provide solutions and support to customers in real time. ### 23. State-of-the-art Speech Recognition Processing **Rating:** 5.0/5.0 stars **Reviewed by:** Tarun J. | TEAM LEADER, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2022 **What do you like best about Capacity?** It's state-of-the-art speech recognition processing capabilities. **What do you dislike about Capacity?** It's a bit complex for the end-user to understand at first. **Recommendations to others considering Capacity:** I recommend using LumenVox ASR since it caters to all the issues and queries first hand. **What problems is Capacity solving and how is that benefiting you?** It processes significant queries and issues using AI and Machine Learning, which provides an efficient solution. ### 24. Review OF LumenVox Automated Speech Recognition (ASR) **Rating:** 4.0/5.0 stars **Reviewed by:** Shaswat M. | Business Development manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Capacity?** It catches the word exactly as you say,real time response. **What do you dislike about Capacity?** User interface actually needs bit improvement **What problems is Capacity solving and how is that benefiting you?** For training new language models one can learn language models without phonetic spellings and lexicons ### 25. automated speech recognition **Rating:** 4.5/5.0 stars **Reviewed by:** Girish B. | sr manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2022 **What do you like best about Capacity?** make its easier task for the speech recognition soft over the time the imp in its diagnostics feature has increased its effectiveness **What do you dislike about Capacity?** cost charges has increased its effectiveness in the market and text speech diagnostics **Recommendations to others considering Capacity:** forbes **What problems is Capacity solving and how is that benefiting you?** speech recognition , text speech recognition , luminox variable data modules ### 26. Amazing product with even better support! **Rating:** 5.0/5.0 stars **Reviewed by:** Richard M. | Product Owner, Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2021 **What do you like best about Capacity?** Linc enables us to get our customers the information they need/want in a fast automated fashion, while allowing us to reduce overhead, increase revenue, and increase profitability/ROI **What do you dislike about Capacity?** I wish our systems were able to integrate with more of Linc's modules. This is no fault of Linc's but rather the fault of some of our legacy systems that are at the end of their lifecycle. I look forward to updating them and being able further integrate with the Linc product offering. **Recommendations to others considering Capacity:** Linc has an impressive product suite that is supported by some of the most knowledgeable and passionate team members I have ever worked with. They truly care about the efficacy of their products and their ability to improve your customers' experience and help your business perform to its highest capacity. **What problems is Capacity solving and how is that benefiting you?** Currently, we use Linc's order tracking service to provide our customers with real-time tracking information in our transactional emails and order-specific landing pages. This allows us to integrate with 1 platform that can service all of our logistics providers. We also use their automated chat botlet for the first line of defense on both Facebook messenger and website chat. This allows us to reduce customer care headcount by providing answers to popular questions in an automated fashion. ### 27. Short Review about Lumen Vox Automated Speech Recognition. **Rating:** 5.0/5.0 stars **Reviewed by:** Vipul P. | s, Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Capacity?** LumenVox Automated Speech Recognition is an excellent alternative for speech to text, transforming data and power to conversational AI experience. **What do you dislike about Capacity?** Lot of work to be done in AI system not so crisp as the conventional method. **What problems is Capacity solving and how is that benefiting you?** Voice recognition, speech to text module enhancement. ### 28. A flexible voice recognition **Rating:** 4.5/5.0 stars **Reviewed by:** Santosh R. | Sr manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2022 **What do you like best about Capacity?** Best alternative for speech recognition makes company alternative history portfolio easier **What do you dislike about Capacity?** Glitch in Ai lots of mild disfunctional , to make it conventional **Recommendations to others considering Capacity:** Byjus **What problems is Capacity solving and how is that benefiting you?** Text module, speech impact search nomenclature ### 29. Things about LumenVox Automated Speech Recognition **Rating:** 4.0/5.0 stars **Reviewed by:** Vipul P. | Assistant Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Capacity?** We can see the future in this system good alternative to traditional methods of data transfer. **What do you dislike about Capacity?** much more work to be done for proper recognition **What problems is Capacity solving and how is that benefiting you?** voice recognization, data transfer,power transfer. ### 30. Great solution for "Linc"ing customers to answers! **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa M. | Senior Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2021 **What do you like best about Capacity?** Linc allows us to serve and delight our customers before they even purchase. We are able to help our customers find the products they need, find store availability, and provide guided human-like conversations from any conversational channel. Linc’s team members are responsive and are always eager to find solutions to help us further enhance our customer experience. **What do you dislike about Capacity?** We have very few downsides to using Linc, but the biggest thing would be the self-service backend analytics are not as robust as we’d like. However, if we’re looking for something something specific that is not available in the tools, I can work with my customer success manager to get the information I need. **Recommendations to others considering Capacity:** Before going with Linc, we did a competitive analysis, and found that this is the best product on the market to meet our requirements. They are also very collaborative and help us customize the solution to fit our needs. **What problems is Capacity solving and how is that benefiting you?** We are an iconic fashion business that prides itself on providing our customers with an exceptional customer experience while being able to provide our customers with true 2-way conversations with our brand. Since launching with Linc we are now able to provide 24/7 assistance on any conversational channel. We have been able to achieve a 90% resolution of customer inquiries resulting in significant savings in customer service costs as well! ### 31. The best ever **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** March 01, 2022 **What do you like best about Capacity?** It is fantastic speech recognition method, which recognizes the speech exactly what we are expecting **What do you dislike about Capacity?** There is not even a single thing to dislike in lumenvox automated speech recognisation **What problems is Capacity solving and how is that benefiting you?** I'm solving very problems like to find places around etc. The woled class experience and exact recognition are the benefits ever ### 32. Linc efficient and easy to work with solutions allow us to scale our business and customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2021 **What do you like best about Capacity?** Linc has been a true partner to work with and build our best-in-class customer experience for our multiple-persona business. Linc’s digital workers are highly nuanced and can be tailored to all of our business needs in order to exemplify the ideal customer experience Linc offers smart and intuitive digital workers with apparently endless scope to grow and improve. Through all of our many requirements, Linc has been innovative to find solutions and provided us with the best options available for our consultants and customers. Linc doesn’t just deflect customer services inquiries, they allow us to serve and delight our customers across many different areas of our Pareto chart. We are able to help our customers find the products they need, provide holistic order support, including pre-fulfillment and post-delivery support, and provide guided human-like conversations from any conversational channel. Linc’s team members are responsive and are able to find creative solutions for our business model. **What do you dislike about Capacity?** We have not found any downsides since launching with Linc. **What problems is Capacity solving and how is that benefiting you?** We are a direct selling organization that requires support for both our direct customers and the consultants that sell our products. We are using Linc to automate our chat experience and reduce friction to our call centers. We are also able to understand what types of inquiries are the most common and what types of questions require a live agent, which helps us further learn and understand how to better serve our customers. Linc provides us the security we need and our customers with the assistance they are looking for. ### 33. A Great Partner For Providing a Best-In-Class Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** March 17, 2021 **What do you like best about Capacity?** Linc is a true partner for helping us provide a best-in-class customer experience for our customers. By utilizing Linc, we have been able to streamline the order tracking process by providing a self-service order support experience and removing long hold-times waiting for a live agent. We have also driven incremental revenue due to Linc’s product recommendation engine. Linc has also helped reduce the stress from our customer service reps. Our customers receive a holistic experience as all their previous order information is factored into the complete experience. Since using Linc, we have been able to reduce the overall number of contacts to our contact center while increasing our CSAT along with it. It has been a great experience and win-win situation for us and our customers. **What do you dislike about Capacity?** I can’t think of anything I don’t like about the platform. Linc has been a great partner for us.. **What problems is Capacity solving and how is that benefiting you?** We are using Linc to to enhance our customer order support experience ### 34. Long time customer, massive price increases, no warnings **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** February 17, 2021 **What do you like best about Capacity?** Fantastic accuracy. We have been a customer for 2 years now and use their old platform daily. We are very happy for that platform and have paid hundreds of thousands for licenses in that time. **What do you dislike about Capacity?** We got an email in January this year saying they would not renew our contract. They notified us of a 100x pricing increase via email by moving from a lifetime license platform to a SaaS model. They did not give us an option to purcahse at the old pricing structure before making such a massive change. We were not even able to come close to finding common ground on pricing and will have to look for another vendor. **What problems is Capacity solving and how is that benefiting you?** We use them for Call Progress Analysis and Voicemail Detection. They are much better than other solutions we have tested but we will begin testing other vendors as a result of their recent pricing adjustments. ### 35. Keeps customers engaged during the order and returns process **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** March 11, 2021 **What do you like best about Capacity?** Linc's customer success team is very responsive and supportive to our business needs. Their services keep our customers engaged during the order and returns process, and they are consistently trying to find ways to improve our customer experience and ways we can be more efficient. **What do you dislike about Capacity?** Implementation took longer than we would have liked but it has been great since then. **What problems is Capacity solving and how is that benefiting you?** We are currently using Linc to keep customers engaged as their order is being processed and shipped, and to provide customers with a self-service feature for initiating returns and printing their shipping labels. Previous to implementing Linc, we did not have a solution like this in place and adding this level of engagement with the customer has improved their experience with our brand. ### 36. Awesome Feature **Rating:** 5.0/5.0 stars **Reviewed by:** Soumyajit K. | Market Research Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2021 **What do you like best about Capacity?** Helps you get your required speech recognition, and moreover a splendid feature. **What do you dislike about Capacity?** more voice automation needs, like a cat or dog speaking capability to know who is it. **What problems is Capacity solving and how is that benefiting you?** like identifying what are the product qualities and etc ### 37. Open and enthusiastic about special project. **Rating:** 4.0/5.0 stars **Reviewed by:** Zeke D. | Executive Director, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2019 **What do you like best about Capacity?** We are developing a use case that is not typical for Linc. The team has worked hard to understand the nuances of our use cases and deployed the technology to test a concept. **What do you dislike about Capacity?** I can't judge Linc against competitors or other players in this industry. I wish there was a more thorough project management visual and organization, but perhaps our use case is so unique the infrastructure just isn't there. **What problems is Capacity solving and how is that benefiting you?** We're revolutionizing how people with a traumatic spinal cord injury learn about, explore, and discover adaptive sports as a means of getting back to their life. ### 38. Time Saving = Money Saving Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Enterprise (> 1000 emp.) **Reviewed Date:** December 04, 2019 **What do you like best about Capacity?** I love how customizable Capacity is so I can quickly find something in seconds. I chose this product over OneDrive simply because the amount of time I am saving not having to remember file paths. Supporting a global company requires tons of documentation and Capacity has helped me find information more efficiently than OneDrive. **What do you dislike about Capacity?** I do not dislike anything at this time **What problems is Capacity solving and how is that benefiting you?** No problems Benefits: Time Saver; Soft File Organization; AI like Assistant; Custom Options; and Input Company Acronyms ### 39. Linc is an amazing company! They are very supportive and collaborative with our requests. **Rating:** 5.0/5.0 stars **Reviewed by:** Aarde C. | Director of GMS Technology, Product, & WFM, Enterprise (> 1000 emp.) **Reviewed Date:** March 18, 2019 **What do you like best about Capacity?** Linc is an amazing company to collaborate with. They have the ability to deliver an out of the box solution and/or customize a product for most customer service needs. We have used them for multiple business objectives and they have been nothing but supportive in both design and implementation. **What do you dislike about Capacity?** Linc is really good at designing and adapting to the business needs, but since most of our build outs have been custom we have had a little lag in getting KPIs to help support the original business tool rollout. **What problems is Capacity solving and how is that benefiting you?** We are using Linc for FBM social bots that help self serve our North American consumer base with retail eCommerce issues like; Shipping notifications, skip the month, FAQs, etc. They are an important part of our self service and deflection strategy. ### 40. Collaborative Partner for Customer Care Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2019 **What do you like best about Capacity?** Linc has been a solid partner with us to collaborate with in pushing our Customer Care Automation. Their solution has been effective for our customer service needs. We have implemented some basic functionality but are looking forward to expanding to include more functionality. **What do you dislike about Capacity?** Any limitations at this point are more on our side than limitations from Linc. However we have not seen as much improvement in our KPIs as we would have liked to have seen. We are still working to see how we can increase the engagement. **What problems is Capacity solving and how is that benefiting you?** We are using Linc for shipping notification and social media integration. ### 41. Simple product to work with and great service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Capacity?** The care and one to one attention shown to us. **What do you dislike about Capacity?** The interface for customer exchanges. The user will most likely be confused when selecting product to exchange. **What problems is Capacity solving and how is that benefiting you?** The assurance that our customers know the status of their outgoing or incoming package at all times. ### 42. Unproductive Experience **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 12, 2018 **What do you like best about Capacity?** I was, unfortunately, unable to use Linc Global the way I had desired. Their customer service was not very helpful. This was disappointing. **What do you dislike about Capacity?** The pricing is confusing. There is a FREE version but that is not very apparent. I had to reach out to the CEO to find out I did not have to pay tens of thousands of dollars. **What problems is Capacity solving and how is that benefiting you?** No business problems have ever been solved using Linc Global. With the unhelpfulness of customer service, we gave up and moved onto another solution. **Official Response from Maren Kelly:** > Thank you so much for taking the time to review our product. While, we understand customer service issues can be frustrating, this review of our company was written by a reviewer who was never an actual customer and is based on an outdated and free light version of our platform that no longer exists. The original reviewer has reached out to G2 crowd and asked to have the review removed and was by told by G2 crowd that they didn’t have the capability to do so. As a customer care automation platform, we pride ourselves on our service to our own customers. If any client ever has a question about our platform, they are more than welcome to send an email to support@letslinc.com and we will respond as soon as possible. ### 43. Compatible culture with keen focus on client success **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Capacity?** Amazing culture, hyper-responsive, and they truly immerse their team into client's business in order to provide solutions that best fit the same. **What do you dislike about Capacity?** Nothing to-date. The Linc team, across various disciplines, has gone above and beyond! **What problems is Capacity solving and how is that benefiting you?** We had gaps on ensuring customer care was present on all levels of the customer journey. Linc has been quickly filling these with their innovative team, tools and excellent products! ## Capacity Discussions - [What is Capacity used for?](https://www.g2.com/discussions/what-is-capacity-used-for) - 1 comment - [View Capacity pricing details and edition comparison](https://www.g2.com/products/capacity/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-21+11%3A17%3A52+-0500&secure%5Bsession_id%5D=5e0435b6-ec9e-4265-adad-f75251a475b4&secure%5Btoken%5D=84f37a936aed864778f1b4fb72c59f960ddcc8586e3f29b3540b2ed8f7e70daa&format=llm_user) ## Capacity Integrations - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Slack](https://www.g2.com/products/slack/reviews) ## Capacity Features **Ticket and Case Management** - Ticket response user experience - Workflow - Response Automation - SLA Management - Ticket Collaboration **Account Options** - Single Sign-On (SSO) - History **Knowledge Management** - Knowledge Base - Analytics **Responses** - Customization - Route To Human **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Conversational AI - Conversational Commerce Platforms** - AI chatbots - Messaging and Notifications - AI agents - Voice assistants - Communication apps **Conversational Automation - AI Agents for HR** - Conversational Assistants - Multi‑Language Support & Localization **Self-Service Experience** - Knowledge Base **Knowledge Base** - Q & A **Q&A Tools** - Integrations - Analytics **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Platform** - Live chat - Integrations **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Generative AI** - AI Text Generation - AI Text Summarization **Platform integration - Conversational Commerce Platforms** - Ecommerce stores - Sales channels - Payment Platform - Internal tools **Task Automation - AI Agents for HR** - Autonomous Task Execution **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Security** - Verification - Role-Based Permission **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Analytics and Reporting - Conversational Commerce Platforms** - Conversational analytics - Advance reporting **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Predictive Analytics - AI Agents for HR** - Attrition and Engagement Prediction **Content** - Trackable Analytics - Update Notifications **Generative AI** - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Compliance & Policy - AI Agents for HR** - Policy Enforcement & Compliance **Communication Channels** - Email to Case **Multi‑System Integration - AI Agents for HR** - System Integration & Data Access **Proactive Intervention - AI Agents for HR** - Proactive Nudges & Conversation Support **Agent Governance - AI Agents for HR** - Human‑in‑the‑Loop Governance **Talent Acquisition & Recruitment - AI Agents for HR** - AI‑Powered Candidate Screening - Interview & Scheduling Agent **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Capacity Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,722 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,650 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)