Croma Strengthens Omnichannel Customer Experience with Kapture

Bengaluru, India, May 11, 2026 – Kapture today announced the success of its partnership with Croma, one of India’s largest consumer electronics retailers, in delivering a unified omnichannel customer experience across its 550+ stores and digital channels.

As customer interactions continued to grow across retail stores, the website, Tata Neu, BigBasket, voice, chat, and WhatsApp, Croma needed a platform that could bring every customer conversation together while equipping frontline teams with complete customer context. Kapture’s AI-powered omnichannel platform unified customer interactions into a single workspace, enabling service associates to access real-time customer information, resolve queries faster, and deliver consistent experiences across every touchpoint.

“As we grow and as customers seamlessly move across channels, it becomes critical that they can be serviced on any channel. We realised we need to give the consumer the experience they deserve, and that made it a very easy choice to move to Kapture,” said Shibashish Roy, CEO & Managing Director, Infiniti Retail Limited (Croma).

With Kapture, Croma has empowered its frontline teams with AI-assisted guidance, unified customer intelligence, and real-time operational visibility, helping deliver faster resolutions and seamless customer experiences across digital and physical channels.

“Our goal is to help enterprises deliver connected, intelligent customer experiences at scale,” said Sheshgiri Kamath, Co-founder & CEO of Kapture. “Our partnership with Croma demonstrates how AI-powered customer service can unify customer interactions, empower frontline teams, and create seamless omnichannel experiences that customers expect today.”

As retailers continue investing in AI-driven customer engagement, Kapture remains committed to helping enterprises modernize customer service with intelligent automation, unified customer context, and AI that works alongside human teams.

About Kapture

Kapture is an Agentic Operating System used by more than 1,000 enterprises across 18 countries. Its AI agents complete work end-to-end across customer support, sales, collections, claims, and enterprise operations over voice, chat, email, messaging, and social channels while people step in only where judgment is required. Founded in Bengaluru in 2014, Kapture has evolved from enterprise customer support software into an AI-native platform helping organizations automate complex workflows and deliver measurable business outcomes.

Author

Sohail Shaikh

Senior Manager – Product Marketing

enquiries@kapture.cx