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Capacity vs Cresta

Capacity logo

Capacity

Live Chat

AI-powered customer service automation platform

From
On request
Free plan
No
Full reviewWebsite
Cresta logo

Cresta

Customer Support

Real-time AI coaching and autonomous agents that sit on top of an existing contact centre platform

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone; Cresta cresta depends on the CCaaS platforms it integrates with, and NICE, Genesys and Five9 are all shipping native real-time assist and auto-QA of their own, so at renewal you may be paying twice for capability your platform vendor will bundle at a discount.
  • They diverge on capability: Capacity covers AI chatbot, Cresta covers Real-time agent assist.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Capacity and Cresta actually diverge.

Attributes where Capacity and Cresta differ
AttributeCapacityCresta
Pricing modelsubscriptionquote
PlatformsWeb, Mobile, Chat widgets, APIWeb, API
CategoryLive ChatCustomer Support
Founded2016Unknown

Identical on both: starting price (On request), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Capacity

  • AI chatbot
  • Knowledge management
  • Multi-channel support
  • Analytics
  • Salesforce
  • Zendesk
  • Slack
  • ServiceNow

Only in Cresta

  • Real-time agent assist
  • Autonomous AI Agent
  • Conversation intelligence
  • Automated quality management
  • Behavioural coaching
  • Knowledge surfacing
  • Multilingual deployment
  • Supervisor dashboards

What people use each for

The jobs each tool is most often brought in to do.

Capacity

  • Knowledge base and helpdesk deflectionnot Cresta
  • AI agents answering across chat, voice, email and SMSnot Cresta
  • Real-time assistance for human agents on a callnot Cresta
  • Automating multi-step support workflowsnot Cresta
  • Regulated support environments needing the HIPAA packagenot Cresta

Cresta

  • A 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent Genesys deploymentnot Capacity
  • An insurance contact centre replacing manual QA sampling of two per cent of calls with automated scoring of every call for regulatory evidencenot Capacity
  • A retail support operation deploying autonomous voice agents on high-volume order status calls while keeping humans on complex claimsnot Capacity
  • A contact centre director who needs to prove which specific agent behaviours drive outcome differences, rather than relying on post-call survey scoresnot Capacity

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Capacity

  • Two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • AI usage is metered by channel: per response on chat and email, per minute on voice and per message on SMS
  • Agent Assist and conversation intelligence are charged per hour of agent time on top
  • Live chat, agent assist and conversation intelligence require the Pro tier
  • The HIPAA package and advanced workflows are Enterprise only
  • No prices are published for any tier

Cresta

  • Cresta depends on the CCaaS platforms it integrates with, and NICE, Genesys and Five9 are all shipping native real-time assist and auto-QA of their own, so at renewal you may be paying twice for capability your platform vendor will bundle at a discount.
  • Pricing is not published and contracts are seat-based and annual at enterprise scale, which in practice means six-figure commitments and a procurement cycle measured in months rather than weeks.
  • Real-time guidance only pays back where conversation outcomes are measurable and repeatable, so support teams handling long, varied, low-volume cases rarely recover the licence cost.
  • Deploying real-time assist requires agents to accept on-screen prompting mid-call, and contact centres with strong union representation or experienced tenured agents frequently see adoption resistance that no amount of model quality fixes.
  • Automated quality scoring changes what agents are measured on, and organisations that switch from human QA without rewriting their evaluation rubric and appeals process create industrial-relations problems that surface months after go-live.

Pricing, plan by plan

Capacity

On request
  • Starter$125/month
    • AI chatbot
    • Up to 50 articles
  • Professional$300/month
    • Unlimited articles
    • Advanced AI
  • Enterprise$undefined/month
    • Full customization
    • Dedicated support

Cresta

On request
  • Cresta$undefined/year
    • AI Agent
    • Agent Assist
    • Conversation Intelligence

Which should you pick?

Choose Capacity if

  • You need ai chatbot.
  • You work on Web, Mobile, Chat widgets, API.
  • You also want knowledge management.
Capacity review

Choose Cresta if

  • You need real-time agent assist.
  • You work on Web, API.
  • You also want autonomous ai agent.
Cresta review

Questions people ask

Is Capacity or Cresta better?
Neither clearly leads. Capacity starts at On request and Cresta at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capacity or Cresta?
Capacity starts at On request and Cresta at On request.
Does Capacity or Cresta run on more platforms?
Capacity runs on Web, Mobile, Chat widgets, API. Cresta runs on Web, API.
What is Capacity best used for?
Capacity is most often used for knowledge base and helpdesk deflection, ai agents answering across chat, voice, email and sms, real-time assistance for human agents on a call, automating multi-step support workflows. Of those, knowledge base and helpdesk deflection and ai agents answering across chat, voice, email and sms are not what Cresta is typically brought in for.
What can Capacity do that Cresta cannot?
Capacity covers AI chatbot, Knowledge management, Multi-channel support, Analytics. Cresta covers Real-time agent assist, Autonomous AI Agent, Conversation intelligence, Automated quality management.

Answered from the vendors’ own pages

Capacity: How much does Capacity cost?

Capacity does not publish pricing on their website. The company uses a tiered platform model with usage-based add-ons, stating customers pay a platform fee plus usage-based pricing for AI Agents. Interested customers must contact their sales team or use the ROI calculator for custom quotes.

Source
Cresta: Does Cresta replace my contact centre platform?

No. It is designed to sit on top of NICE, Genesys, Five9, Amazon Connect and similar platforms, which is why it is chosen where a full CCaaS migration is not feasible.

Capacity: What is Capacity's pricing model?

Capacity charges a platform fee for three tiers (Core, Pro, Enterprise) plus usage-based fees for Chat Agents (per response), Voice Agents (per minute), Email Agents (per response), SMS Agents (per message), and Agent Assist features (per hour of agent time).

Source
Cresta: What does it cost?

Cresta does not publish pricing. Contracts are seat-based and annual, and at the enterprise scale it sells into they are typically six figures per year.

Capacity: What are Capacity's available tiers?

Capacity offers Core tier (essential tools to launch AI support), Pro tier (most popular, with live chat and conversation intelligence), and Enterprise tier (full suite with advanced compliance, HIPAA compliance available). Pricing requires contacting sales.

Source
Cresta: Is it viable for a contact centre under 100 seats?

Rarely. The commercial model, implementation effort and required outcome measurement all assume several hundred seats or more.

Cresta: Who owns Cresta?

It is an independent venture-backed company, having raised roughly 282 million USD in total including a 125 million USD Series D in November 2024 co-led by World Innovation Lab and the Qatar Investment Authority.

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