Leader in Help Desk; Recognized for Innovation and Excellence in AI-Driven Customer Experience

17th Dec 2024 – Kapture CX has once again made waves in the customer experience landscape, earning 36 new badges in the Winter 2025 G2 Reports and moving up ranks in over 50 categories. Recognized as a Leader in the Grid® Report for Help Desk and Asia Pacific Regional Grid® Report for Help Desk, as well as in the Asia Regional Grid® Report for Customer Self-Service, Kapture CX continues to solidify its position as a go-to solution for businesses seeking transformative CX solutions.

In addition to these recognitions, Kapture CX was named a Momentum Leader across key categories, including Field Service Management, Help Desk, Social Customer Service, and Customer Self-Service. Further highlighting its customer-centric focus, the platform achieved the Highest User Adoption in the Implementation Index for Complaint Management.

These accolades were driven by exceptional customer reviews and innovative product direction, earning Kapture CX a 9.3/10 in Overall Impression – Product Direction, positioning it well above competitors.

“Being at the forefront of customer experience in the AI era is a responsibility we take seriously,” said Vikas Garg, Chief Product Officer at Kapture CX. “At Kapture, we have invested heavily in integrating Gen AI as the foundation of our help desk solution, not as an afterthought. This differentiation, coupled with our revolutionary Self-Serve 2.0 and the addition of voice bots, has set us apart and driven meaningful impact for our customers.”

Kapture CX’s AI-driven solutions, particularly its Self-Serve 2.0, have redefined the self-service category. The platform’s upgraded self-service features offer unparalleled usability and efficiency, elevating the customer experience. The newly introduced voice bot, designed to streamline customer interactions, has also garnered overwhelming positive feedback from users.

Customer Reviews Highlight Transformative Impact

Tariq A., Team Leader at a small business:
“For the past three years, we’ve relied on Kapture’s services, and the experience has been exceptionally seamless. Downtime has been minimal, often just a matter of minutes. Live tracking performance, response time, and MTD numbers have made our operations more efficient.”

Shivangi M., Manager of Customer Service and Operations at an enterprise organization:
“Kapture CX is helping us with auto-categorization of tickets and Auto QA, providing unbiased auditing and better understanding of tickets. The platform is incredibly user-friendly, and the team’s support has made our work much easier.”

Winter 2025 Badges Earned by Kapture CX

• Leader:
  • Grid® Report for Help Desk
  • Asia Pacific Regional Grid® Report for Help Desk
  • Asia Regional Grid® Report for Customer Self-Service
• High Performer:
  • Grid® Report for Customer Self-Service
  • Grid® Report for Live Chat
  • Grid® Report for Social Customer Service
• Momentum Leader:
  • Momentum Grid® Report for Field Service Management
  • Momentum Grid® Report for Help Desk
  • Momentum Grid® Report for Social Customer Service
  • Momentum Grid® Report for Customer Self-Service
• Highest User Adoption:
  • Implementation Index for Complaint Management

Recognition and Continuous Improvement

Kapture CX’s performance reflects its commitment to continuous improvement, climbing ranks in over 50 reports. This trajectory demonstrates a clear focus on delivering innovation and value to customers worldwide.

About Kapture

Kapture is an enterprise-grade AI powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx

Recognition for Outstanding Contribution to Elevating Retail Customer Experience

[New Delhi, 11th Dec 2024] – Kapture CX proudly announces its win as the ‘Retail Technology Partner of the Year’ at the prestigious BW Retail Reboot Awards 2024. This accolade underscores Kapture CX’s dedication to transforming the retail landscape through cutting-edge technology and unmatched customer experience solutions.

Selected after multiple rounds of deliberation by an esteemed jury panel, this recognition highlights Kapture CX’s role in empowering some of the largest online and offline retailers across the country. With CX as the backbone of modern retail, Kapture CX has consistently delivered six-sigma reliability and innovative solutions that enable retailers to thrive in an ever-evolving industry.

“This award is special because it represents the deep partnerships we’ve built with our retail clients, helping them reimagine CX in a world that demands nothing short of excellence,” said Gaurav Juneja, Chief Revenue Officer at Kapture CX. “Retail is fast-paced, relentless, and customer-centric, and we’re proud to be the technology partner that retailers trust to keep their CX engines running smoothly. From AI-powered solutions to measurable business outcomes, we’ve worked hard to set the gold standard in retail technology.”

Revolutionizing Retail CX

Kapture CX’s innovative offerings are rooted in AI-driven tools and customer-centric features, including advanced automation, seamless omnichannel experiences, and real-time insights. Notably, Kapture’s solutions have driven:

• Improved operational efficiency for retailers operating in high-stakes, 24/7 environments.
• Elevated customer interactions through intelligent bots and Gen AI capabilities.
• Measurable outcomes, such as reduced response times and increased customer satisfaction.

This award also reflects the success of Kapture’s commitment to building trust and delivering value—qualities that resonate deeply in the fast-moving retail sector.

“To our incredible team, this award is yours,” added Gaurav. “It’s your tireless innovation and unwavering dedication to our clients that make Kapture CX a trusted name in retail technology. And to our clients, thank you for believing in us to be your partner on this journey.”

As the retail industry continues to evolve, Kapture CX remains steadfast in its mission to redefine what’s possible in CX. From small, emerging businesses to enterprise-level retail giants, Kapture’s solutions are built to support every stage of growth.

About BW Retail Reboot Awards

The BW Retail Reboot Awards celebrate excellence and innovation across the retail industry. Recognizing businesses and individuals who drive transformative change, the awards are a testament to the evolving landscape of retail and its reliance on technology and customer-centric strategies.

About Kapture

Kapture is an enterprise-grade AI powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx