Capacity Acquires YouCanBookMe, Expands Its Scheduling Automation Capabilities

AI-powered support automation platform Capacity acquires a ninth CX solutions provider

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Capacity Expands Scheduling Automation Capabilities with YouCanBookMe Acquisition
Workforce Engagement ManagementLatest News

Published: February 4, 2025

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Floyd March

Capacity has expanded its scheduling capabilities by snapping up YouCanBookMe.

In doing so, the customer support automation platform provider adds the capability for consumers to book appointments with the brand. 

As customers schedule these appointments, they may view multiple schedules to see which company rep is available and when.

From a brand perspective, end-users can offer highly customized experiences, with different types and lengths of appointments, minimum notice periods, and online and offline bookings.

Capacity has a history of integrating various solutions – such as YouCanBookMe – into a single platform. 

Indeed, this most recent acquisition takes Capacity to a total of nine as it continues to build out its presence in the customer experience space. 

Together, Capacity and YouCanBookMe serve over 19,000 customers worldwide, including LinkedIn, Pearson, and Sony. 

Since 2011, YouCanBookMe Has Created More Than 100M Bookings

YouCanBookMe simplifies scheduling for teams of all sizes, allowing them to set up meetings with clients quickly.

The platform integrates availability from multiple calendars, offers customizable booking options, supports payment processing, and automates key workflows like sending notifications across digital channels.

Speaking exclusively to CX Today ahead of the announcement, David Karandish, Founder and CEO of Capacity, walked through the decision to advance on Capacity’s acquisition push.

“Our mission is to help teams do their best work,” he said. “We do that two-fold by using AI to automate support across every internal interaction. Additionally, automation could help your team acquire more customers.”

Capacity uses its playbook to acquire the individual solutions it views as best-in-class, such as YouCanBookMe.

These solutions are then wrapped into one integrated platform for service users to implement into their ecosystems. Karandish continued:

We’re integrating it so our customers don’t have to do it. We’re making it easy to go to market.

Indeed, Capacity takes a three-pronged approach to expanding its platform: build, partner, or acquire. 

According to Karandish, the decision to go with YouCanBookMe was easy, as he lauded its expertise.

He told CX Today: “The YouCanBookMe team has been doing scheduling for 20 years. Capacity decided we could leverage the amazing work that they’ve done and combine it with other acquisitions.

We realized pretty early on that people wanted our AI to talk with their existing systems. If we can take expertise around booking meetings at scale, and you take our expertise on AI, it is a great combination. 

Acquisitions Allow Capacity to Put Customer Experience First

The go-to phrase, “CX is at the heart of everything we do,” rings in the ears of CX leaders. However, ensuring this is the case is often more complicated.

Capacity claims by centering its acquisition strategy around the customer journey, it can innovate in lockstep with customers.  

 Karandish expanded on this: “When we think about the customer experience, we’ve identified 24 steps. The main is what that journey looks like when you visit different vendors.

“We believe it is essential for all of these individual vendor categories to converge into one automated platform, which can be the operating system for your business, particularly for your customer experience.

We’re building this platform where we take all the different pieces of your customer experience, help aggregate that to have one view of the customer, and then ultimately help you.

The basic idea is that anywhere the customer interacts, there’s an opportunity to bring AI and automation to improve customer experience.

This could be on the front end early on, such as when you book them as customers. It could be when they engage with your products or services, and it could be afterward from a support standpoint.  

So we look at it as an end-to-end life cycle. How do we help our customers treat them the best they can?

Another critical acquisition Capacity has made is of LumenVox, which offers cloud-, hybrid, and on-premise-based contact center voice technologies.

Now, its core on-premise rival Nuance is sunsetting many of these technologies, Capacity has a big chance to win new business.

For more on this opportunity, read the article: Nuance to Stop Supporting On-Premise Contact Centers: Now What?

 

 

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