Capacity, a Rice Park Capital portfolio company and AI-powered support automation platform, has recently acquired Textel, a leading cloud-based texting platform. This strategic collaboration aims to enhance customer experience by integrating AI-driven SMS business texting features into Capacity’s existing services.
Text messaging is quickly becoming a crucial aspect of customer service, with forecasts suggesting that by 2025, native mobile apps will be replaced by messaging in 80% of customer service organizations. However, most current SMS solutions only offer basic two-way SMS functionality, which still requires manual customer service interactions. By merging the strengths of Capacity and Textel, the companies intend to optimize customer experience with AI-enabled, two-way SMS features, providing automated support for a diverse array of businesses.
David Karandish, Capacity’s co-founder and CEO, understands the significance of incorporating SMS into their platform. He believes that integrating Textel’s SMS messaging expertise will allow teams to save time and concentrate on higher-priority tasks.
Both Capacity and Textel share a commitment to helping businesses enhance support levels, boost efficiency, and increase revenue generation for organizations of various sizes. By collaborating, they plan to offer their combined capabilities to a growing number of companies and industries eager to transform their customer support landscape, including contact centers, high-growth companies, and small businesses.
Textel’s co-founder and CEO, James Diel, highlights their accomplishments in partnering with top CCaaS, UCaaS, and POS platform creators. He is confident that their partner-centric approach will enable the combined team to deliver added value to their partners and maintain focus on their internal teams.
As a result of this partnership, customers and partners of both Capacity and Textel can expect continued high-quality service and access to a wider range of tools designed to improve customer experience. Textel will operate as a subsidiary of Capacity, keeping its headquarters in St. Louis and serving over 1,700 customers. The terms of the transaction remain undisclosed.
For more information on how Capacity’s AI-powered support platform can help teams excel, visit Capacity.com.
Founded in 2017, Capacity is a support automation platform that utilizes AI to provide immediate Tier 0 and Tier 1 support for customers and internal teams. The platform operates across chat, email, and SMS, addressing over 90% of FAQs and escalating more complex issues to the appropriate team members.
Established in 2014, Textel is a rapidly growing texting platform for businesses and contact centers. The platform aims to enhance customer experiences, increase customer engagement, improve contact center performance, and drive revenue. With a global customer base, Textel enables faster and more efficient communication compared to traditional channels.
About Rice Park Capital Management
Rice Park Capital Management LP is a private investment firm managing funds and investment vehicles on behalf of institutional investors, family offices and high net worth individuals. Its investment focus is to deliver cycle-resistant returns to its limited partners by unlocking value in complex opportunities in the residential and commercial mortgage and real estate sectors. Learn more about Rice Park at www.riceparkcapital.com.
Rice Park Capital Management
Karissa Olson, Executive Assistant to the CEO & Marketing Coordinator
This information has been prepared by Rice Park Capital Management and is preliminary, based on unaudited information, and is subject to change at any time without notice. While all of the information presented herein is believed to be accurate, we make no express warranty as to the completeness or accuracy of the information. Logos are included herein for illustrative purposes only. Inclusion of such logos does not imply endorsement by, or any current affiliation with, such companies. Past performance is no guarantee of future results.
Rice Park Capital Management is an Investment Adviser registered with the U.S. Securities & Exchange Commission