Arbolus Intelligence

Kapture CX

kapture.cx · Bengaluru, India

Kapture CX is a customer experience and support platform that provides omnichannel help desk, ticketing, and workflow automation software for enterprises across sectors such as e‑commerce, travel, and consumer services. Its cloud-based solution centralizes customer interactions from multiple channels, offers configurable workflows and knowledge management, and helps support teams resolve issues faster. The company generates revenue through subscriptions and implementation services for its SaaS platform.

  • Customer Support & Help Desk
  • Workflow Automation
  • Knowledge Management & Collaboration
Listed in
Revenue
$12.0M
Employees
350
Founded
2014
Headquarters
Bengaluru, India

What 6 Arbolus experts think of Kapture CX

The NPS distribution is strongly positive, with 75% of experts scoring 8 or above and affirming likely renewal, concentrated among high and mid spenders with over a year of adoption. High spenders cite benefits such as unified customer engagement and productivity lift; only pilot-scale or low spend users express negative views, referencing delivery gaps and failed pilot outcomes. Stated weaknesses include reporting lags, integration duration, and chatbot effectiveness in regional languages. Core positive themes are AI-driven efficiency, multichannel engagement, and customer support. Overall Customer Sentiment: Positive

Who reviewed Kapture CX

Total customers 6 6 current · 0 former
Reviews growth +6 in six months
Seniority of respondents
  • C-Suite 67% (4)
  • Director 33% (2)
Operations Leader C-Suite NPS 10 Will renew Submitted May 2026
Operations Leader C-Suite NPS 8 Will renew Submitted Apr 2026
Strategy Leader C-Suite NPS 8 Will renew Submitted Apr 2026

Employer names and spend open in the full report, along with the other 3 customers.

Everything 6 customers told us about Kapture CX.

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Sentiment

50 Net Promoter Score, from 6 scored reviews
  • Promoters 3
  • Passives 3
  • Detractors 0

Praised

  • Increasing Budget Allocation with Volume Growth
  • Scaling to All Corporate and Retail Segments
  • Unlocking Self-Serve Automation
  • Unified Multichannel Support at Scale

Criticised

  • Integration Speed and Pricing
  • AI Chatbot Limitations
  • Reporting Suite and Lag Issues
  • Switching Triggers: Reporting and Deployment

What customers say

Unified Multichannel Support at Scale
“I found that we could automate customer engagement across all our channels and handle queries from hundreds of locations, which was a significant improvement for us.”
Natural Voice Engagement and Customer Conversion
“The tool’s voice AI agent connected naturally with our customers, driving engagement and increasing the conversion rate for our sales calls.”
BFSI-Focused Features and Agent Assist
“The features, agent assist tools, and workflow automation tailored to finance really helped increase our productivity and made this tool stand out from others.”

Renewal intent

Plan to renew 100%
  • Will renew 6
  • Undecided 0
  • Not renewing 0

Plan to renew, by seniority

  • C-Suite 100% 4 answers
  • Director 100% 2 answers
  • 8.7/10 Average score from customers who will renew

Top alternatives

Most weighed by Kapture CX customers

Report

Customer Report - May 2026 May 2026 6 + 0

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