Capacity Secures $92M, Acquires Call Criteria & Verbio for AI Support
St. Louis-based Capacity, a leading provider of AI-powered support automation for contact centers, has announced a significant financial boost of over $92 million in new investments. This substantial capital injection coincides with the strategic acquisition of two key companies, Call Criteria and Verbio Technologies, moves poised to significantly enhance Capacity’s capabilities in voice AI, automated quality assurance (QA), and speech analytics.
The new funding encompasses a $50 million investment from Chicago Atlantic, a private markets investment firm, alongside the successful close of a Series D funding round at $42.6 million. This Series D round, which was oversubscribed, follows an initial $26 million raise previously announced. Cumulatively, Capacity has now secured more than $155 million in both equity and debt across various funding rounds and investments. These proceeds are earmarked to fuel continued growth and product innovation, aligning with the company’s strategy to build a comprehensive, integrated support platform.
David Karandish, CEO of Capacity, emphasized the growing importance of robust customer support for brands across all sectors. He noted that fragmented, single-purpose solutions often fall short in addressing complex customer issues. “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,” Karandish stated. The acquisitions of Call Criteria and Verbio Technologies underscore Capacity’s commitment to delivering the fully integrated technology suite that large-scale organizations increasingly require to provide superior customer service.
Call Criteria specializes in automated quality assurance tools that leverage speech analytics and generative AI to analyze contact center interactions. This technology helps businesses pinpoint coaching opportunities for agents, ensure compliance with regulations, and ultimately elevate overall agent performance. Ryan Stomel, CEO of Call Criteria, highlighted the inefficiency of traditional QA methods, stating, “Traditional QA is slow and subjective. Together with Capacity, we’re automating QA to drive meaningful improvements in every customer interaction.” Karandish added that integrating Call Criteria’s tools will provide Capacity customers with enhanced agent support capabilities, leading to reduced costs, increased compliance, and improved customer satisfaction.
Based in Barcelona, Spain, Verbio Technologies is known for its Intelligent Voice Virtual Agents, designed to revolutionize customer engagement. These AI-powered voice assistants facilitate natural, personalized conversations, efficiently managing customer interactions and resolving issues, thereby reducing the need for live agent intervention. This not only enhances customer satisfaction but also significantly improves operational efficiency. Alejandro Terradas, co-CEO of Verbio Technologies, who will join Capacity post-acquisition, remarked, “Voice remains the most critical channel for customer experience and loyalty. Integrating our voice capabilities with Capacity’s platform unlocks next-level customer engagement.” Karandish praised Verbio’s enterprise-scale conversational capabilities, noting that their integration will optimize the Capacity platform with superior voice AI technology for personalized and automated interactions.
With these latest acquisitions, Capacity, which now boasts nearly 250 team members globally, has completed its 10th and 11th company integrations in recent years, signaling an aggressive expansion strategy. The combination of Call Criteria’s QA automation and speech analytics with Verbio’s advanced voice AI capabilities creates a formidable, end-to-end support automation platform. This integrated approach aims to empower businesses to deliver faster, more personalized, and fully automated support across all channels.
Capacity has demonstrated significant momentum in 2025, reaching profitability and achieving $60 million in annual recurring revenue (ARR). The company’s continued ability to attract substantial investment, including from firms like TVC Capital and Toloka.vc in its Series D round, underscores investor confidence in its growth trajectory and strategic vision. While the specific financial terms of the Call Criteria and Verbio Technologies transactions remain confidential, their integration marks a pivotal step in Capacity’s journey to dominate the AI-driven customer support landscape.