Capacity, the AI-powered support automation platform, today announced the acquisition of Textel, a cloud-based SMS platform. With the acquisition, Capacity will improve the customer experience for end users by adding AI-powered SMS business SMS capabilities to its capabilities.
Text is fast becoming a critical element of the customer service experience and is being prioritized by businesses, with 80% of customer service organizations poised to ditch native mobile apps in favor of messaging by 2025. However, many SMS solutions only offer a simple two-way SMS functionality that does not eliminate the need for manual customer service interactions. Together, Capacity and Textel will enhance the customer experience by extending an AI-enabled two-way SMS capability to Capacity’s customer base and introducing AI and automation to Textel’s offerings.
“Delivering the ideal customer experience is paramount for organizations, but it can lead to redundant tasks that prevent employees from focusing on more complex projects that require a higher level of attention. Capacity eliminates repetitive tasks by streamlining support across web, mobile, email and internal chat. Still, we needed to add a missing element to the equation: SMS,” said David Karandish, co-founder and CEO of Capacity. “By adding Textel’s deep expertise in SMS messaging, we can enrich our current offering and give teams even more time back to their days to do their best work.”
Capacity and Textel both work to help companies deliver ever-improving levels of support to create more efficiencies for internal and external teams and improve the bottom line for businesses of all sizes. Now they will work together as one team to make these capabilities available to a growing number of organizations and industries looking to transform customer support, including contact centers, high growth businesses and small businesses.
“Textel’s team has made incredible strides in building partnerships with the industry’s leading CCaaS, UCaaS and POS platform developers, customizing our platform to work at the highest level, not just for small businesses, but for well-known brands nationally and globally,” said James Diel, co-founder and CEO of Textel. “Our partner-centric approach creates a ‘simple button’ for our newly combined team to drive value for our partners and help any organization looking to keep their internal teams focused.”
Through this partnership, Capacity and Textel customers and partners will continue to receive the high-quality service they love and expect, with access to more tools that can transform the customer experience. Textel will operate as a subsidiary of Capacity and will remain headquartered in St. Louis, where it serves over 1,700 clients. The terms of the transaction are confidential.
