Call Criteria Acquired by Capacity
Cloud & AI
Boston, August 12, 2025 – Bowen is pleased to announce that Call Criteria, an AI platform that provides automated assessment of customer engagements for quality assurance and compliance purposes, has been acquired by Capacity, an AI-powered support automation platform. Bowen acted as the exclusive M&A advisor to Call Criteria.
Call Criteria offers QA automation tools that analyze Contact Center interactions using speech analytics and generative AI, helping businesses identify coaching opportunities, improve compliance and elevate agent performance. More than 20,000 businesses rely on Capacity’s support automation platform to grow revenue, cut costs and improve customer satisfaction across channels. With deep experience in knowledge management and Contact Center automation, Capacity is well-positioned to accelerate Call Criteria’s mission and broaden its impact.
“Contact Centers are one of the first sectors to deploy AI use cases that drive meaningful ROIs,” said Garrison Macri, Managing Director of Bowen’s CX & EX practice. “Call Criteria leveraged AI to review exponentially more customer conversations to provide tighter controls on agent quality and compliance with improved accuracy and affordability for the brand. Call Criteria is a great example of AI delivering tangible, pragmatic and valuable results.”
“Working with Dom and Garrison at Bowen felt like having true partners who understood both our business and the broader AI market. They consistently made themselves available and never stopped advocating for what was best for Call Criteria and our team,” said Ryan Stomel, Call Criteria’s CEO. “Bowen didn’t treat us like just another transaction – they helped tell our story in a way that truly resonated with buyers. Their expertise, commitment, and thoughtful guidance led to an incredible outcome for our company.”
Bowen’s CX & EX practice has facilitated a string of recent transactions related to AI companies evolving Call Centers into intelligent omni-channel Customer Experience (CX) Centers. Beyond CX Centers, AI companies and solutions will increasingly play a critical role in reinventing Automated Marketing and Business Workflow Automation. Virtual Voice and Chat Agents are working autonomously, and with humans, to deliver superior and more affordable experiences. The CX tech stack is consolidating rapidly. AI is being embedded into all layers of communications, including Video Conferencing (Zoom, Teams), Enterprise Applications (Salesforce, ServiceNow), Data Aggregation (Snowflake, DataBricks), with AI related acquisitions happening at an unprecedented pace.
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ABOUT CAPACITY
Founded in 2017, Capacity is an all-in-one, AI-powered support automation platform that uses practical and generative AI to deflect tickets, emails and phone calls—so your team can do their best work. More than 20,000 companies across industries use Capacity for external customer support and internal employee enablement. Today, Capacity offers support over web, SMS, email, voice, social, Slack, MS Teams, helpdesks and more. To learn more about Capacity, visit Capacity.com.
ABOUT BOWEN
Bowen is a growth tech investment bank with an entrepreneurial edge. We provide M&A advisory, private capital and principal investment services. For two decades, our entrepreneurial focus, integrity and commitment to excellence have guided our strategic and client-centric advice. Our track record of exceptional transaction execution, deep industry knowledge and longstanding relationships set us apart.
