Actionable Insights
Gain Visibility Into Every Interaction
Unlock real-time clarity across your support ecosystem with invaluable analytics that highlight bottlenecks and optimize workflows. Transform raw data into actionable decisions that keep your team agile and your customers delighted.
Refine every customer experience in real time
Spot queue chokepoints and looming SLA breaches the instant they appear. Make the right decisions to smart route tickets to experts and rebalance workloads – so customers stay happy, agents stay calm, and KPIs stay green.
Boost human & AI agent productivity
View AI Agent resolutions, human agent AHT, and CSAT lift – all on a single dashboard. AI surfaces coaching moments and workflow enhancements that cut resolution time, raise first‑contact success, and boost automation ROI.
Understand your customers down to the nuance
Fuse journey paths, sentiment scores, and live feedback into one story that exposes hidden friction. Turn sentiments into prioritised fixes and personalised outreach that deepens loyalty, lifts retention, and turns satisfied users into vocal brand advocates.
Get Real‑Time Updates & Take Action Instantly
See every queue, channel, and SLA countdown live on one screen. Real time alerts surface issues the moment they appear, so you can rebalance agents, calm customers, and stop fires before they start.
Spot spikes in new or reopened tickets, reveal volume patterns, and make sure nothing slips through the cracks.
View live occupancy, breaks, and workload to shift resources on the fly and keep coverage airtight.
Celebrate top performers, flag stalled tickets, and focus attention where it’s needed most—right now.
Track AI & Human Agent Performance
Blend AI Agent metrics and human agent KPIs in one lens. Spot coaching moments, prove AI ROI, and keep every SLA promise on target.
Monitor resolutions, containment, hand‑offs, and guidance usage to fine‑tune automated flows.
AHT, FCR, CSAT lift, plus instant, AI‑generated coaching tips in a single view.
Drill into customizable KPIs and deep‑dive reports for every individual agent. Surface gaps in real time and take corrective action before targets are missed.
Know Exactly How Your Customers Feel
Turn raw feedback into actionable insight. Pinpoint unhappy voices, close the loop fast, and elevate every touchpoint.
One glance shows response rates, positive vs. negative counts, and trending comments.
Flag reopened or pending tickets to rescue dissatisfied customers before they churn.
Compare scores by agent and channel, spot patterns, and prioritise improvements with drill‑down analytics.
More Capabilities
Everything in Place from the First Login
Agents enter a workspace that already includes the tools and safeguards they rely on. Onboarding stays quick, workflows stay steady, and support teams spend less time managing add‑ons.
Pre-built Dashboards for Your Workflows
Jumpstart analysis with expertly designed dashboards, packed with industry‑proven metrics tailored for service and sales excellence.
Effortless Share & Collaborate
Keep everyone aligned by scheduling and sharing key dashboards & reports with your team and stakeholders, fostering transparency and faster action.
Automated Escalations
Intelligent rules kick issues up the chain before they go sideways. Stakeholders get context‑rich alerts, so action starts sooner and CX stays on track.
Real-Time Intelligence
Seamlessly monitor live activity and review past trends to make informed decisions that optimize today and plan for tomorrow.
AI Agent for Quality Audits
Let AI Agents evaluate every conversation on every channel, spotlight root causes, generate insights, and coach your agents to excellence – all within a single, intuitive platform.
Agent Coaching
Put customized courses and SOP refreshers right inside the agent workspace. Continuous learning happens in flow, boosting accuracy without pulling reps off the queue.
Fully Customizable
Craft your own dashboards, charts, & reports with intuitive drag‑and‑drop tools – no coding required, so you focus only on what matters most.
SLA Tracker
Every ticket gets a real‑time countdown and color‑coded alerts. Missed targets vanish as priority reshuffles and keeps customers front and center.
video
Watch It Work
In under two minutes, see how an AI‑first ticketing platform speeds resolutions, equips agents, and keeps customers happy—exactly what world‑class support teams count on every day.
Social Proof
Satisfied Customers Sharing Their Experiences
Take a look at how Kapture makes a real difference.
Tata 1mg Boosts Customer Engagement with Kapture CX
Tata 1mg needed to streamline customer feedback across 1800+ cities and provide support advisors with unified access to information. Kapture CX delivered tailored solutions and continuous support, leveraging its expertise in complex enterprise workflows to meet their needs effectively
50%
Reduction In ATH
Anubhav Mehrotra
VP, Customer Experience
Netmeds Transforms Support with Kapture CX
Netmeds.com needed to consolidate customer queries from multiple channels and manage procurement from over 200 Indian manufacturers, along with 35,000 SKUs of digital prescriptions. Kapture CX delivered a unified, customizable, and secure solution, optimizing support efficiency while protecting sensitive patient data.
70%
First-Contact Resolution
Bruce Schwack
Chief Communication Officer
Stanley Black & Decker Realizes 50% Reduction in TAT for Service Request Fulfillment with Kapture CX
Kapture’s Agent Suite enabled Stanley Black & Decker to streamline operations across 320+ service centers by centralizing customer queries, managing service tickets with Advanced Ticketing & Frontline. Automated warranty claim reports freed up engineers to focus on core tasks, resulting in faster service fulfillment and improved customer satisfaction.
17%
CSAT Improved
Industry Integrations
Seamless Integration with Your Industry’s Must-Have Apps
Connect effortlessly with the essential tools and platforms that drive your industry, ensuring unified workflows and exceptional customer experiences—all from one powerful platform.
Security & Compliance
Enterprise-grade Security & Compliance
At Kapture, security and compliance are at the core of everything we do.
- AES-256 bit encryption for robust data security
- TLS 1.2 for secure communication
- PHI/PII masking to protect sensitive information
- Periodic VAPT (Vulnerability Assessment & Penetration Testing) Assessment
- Built on OWASP Secure Code Standards
- Fully compliant with DPDP regulations
+1(415) 319-8777 (USA)
enquiries@kapture.cx
