Kapture CX
Kapture CX · Productivity · Marketing
Kapture CX is an agentic customer support platform for large enterprises. It runs AI agents and human teams in one workspace for voice, chat, email and social tickets.
About Kapture CX
What Is Kapture CX
Kapture CX is a customer support platform built for companies that deal with a high volume of tickets every day. It puts AI agents and human support staff into a single workspace, so routine requests get answered automatically while people step in on the cases that need judgment.
The company started as Kapture CRM, a customer relationship tool for sales and support teams, and later rebuilt its focus around what it calls an agentic operating system. The idea is simple. Most support software still assumes a person has to move every task forward. Kapture CX is designed around the opposite assumption, with software agents that can read a request, pull data from other systems and act on it without a human in the loop.
It leans hardest toward large service operations in banking and financial services, insurance, retail, e-commerce, travel, energy and utilities, and digital-first tech companies. Kapture CX reports more than 1,000 enterprise customers and says its AI agents resolve up to 98% of incoming queries on their own. Those figures come from the vendor, so treat them as a starting point rather than an independent benchmark.
Two limits are worth knowing before you commit. Pricing isn't published, so the platform is aimed at teams that can go through a sales process and a personalized demo instead of signing up instantly. And because the product is built for enterprise scale, smaller teams with a handful of agents may find it more than they need.
Getting Started
- Request a demo through the Kapture CX website and walk the sales team through your support channels, ticket volume and current tools.
- Get a tailored quote and sign the contract, since there's no public self-serve plan.
- Connect your channels and existing systems through the built-in integrations. That includes voice, chat, email, social, plus your CRM or help desk.
- Build and test your first AI agents in Vitos, the agent builder, starting with one common request type before rolling out to the rest.
- Go live with the human layer in place, so your team can review, approve or override any agent action.
Product Information
A quick look at Kapture CX's pricing, supported platforms, and performance.
Best for
The users, tasks, and scenarios where this tool fits best.
Users
- Support leaders at large enterprises
- Customer experience and operations managers
- Collections and claims teams in banking and insurance
Tasks
- Answer routine support questions around the clock
- Audit calls and chats for quality
- Run multi-step workflows across systems
Scenarios
- A retail brand that faces a seasonal spike in order and returns questions
- A financial services firm that needs audit-ready records
- A growing tech company that wants to scale support without scaling headcount
Key features
Agentic Operating System
Kapture CX runs on what the company calls an agentic OS, a single layer that combines AI agents, human staff and operational data. Every request, whether it's a support question, a collections case or a sales opportunity, enters that layer once and gets routed to the right handler. This is the core idea that separates it from omnichannel help desk software, where a person still drives each step.
Vitos Agent Builder
Vitos is the no-code tool for AI agents that work across voice, chat, email and social. You build an agent for one specific job, link it to multi-step workflows that span your other systems, and test it against edge cases before go-live. The builder is aimed at support teams rather than engineers, so a manager can ship an agent without writing code.
Human-in-the-Loop Controls
The human layer lets you decide exactly where people step in. Supervisors can review what agents are doing, route approvals to the right team, or take over any live conversation instantly. For regulated industries this matters, because automation handles the volume while a person stays accountable for the decisions that carry risk.
Audit and Coaching Tools
The audit layer records every interaction against service level targets, scores quality and adherence automatically, and turns weak spots into coaching plans. That replaces the usual practice of a manager sampling a handful of calls, and it gives support leaders a consistent view of performance across the whole team.
Pulse Intelligence Layer
Pulse lets you ask questions across your operational data and get answers without waiting for a report. It analyses patterns, recommends actions and can carry out those actions without someone manually updating each system. For teams used to waiting days for a custom dashboard, this shortens the loop between spotting a problem and fixing it.
Customer Experience Automation
Kapture CX connects to more than 1,000 apps, including CRMs like Salesforce, Zoho and HubSpot, help desks like Zendesk and Freshdesk, and call platforms like Twilio and Genesys. The company also builds custom integrations, which matters if your stack includes industry-specific or in-house tools that aren't on the list.
Pros and cons
Pros
- Combines AI agents and human teams in one workspace, so you don't stitch together several tools.
- Built-in flows for banking, insurance, retail and travel match common industry use cases.
- The no-code agent builder lets support managers ship automations without engineers.
- Audit and quality scoring run across every interaction, not just a sample.
- Custom integrations cover tools that aren't in the standard directory.
Cons
- Pricing isn't public, so you have to go through a sales demo before you know what it costs.
- There's no free or self-serve plan, which rules it out for small teams that want to test it on their own.
- The enterprise focus means setup and configuration expect a dedicated team, so smaller operations may find it heavy.
Frequently asked questions
Kapture CX is a customer support platform that pairs AI agents with human staff in one workspace. It handles voice, chat, email and social requests, automates routine tickets and gives managers audit and coaching tools.
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