Capacity vs Forethought
Forethought uniquely has 8 features · Capacity uniquely has 7 features.
| Capacity | Forethought | |
|---|---|---|
| Company | ||
| Founded | 2017 | 2017 |
| HQ | St. Louis, USA | San Francisco, USA |
| AI model | Combines internally hosted and in-house AI components with external models such as GPT-4; its private model option is based on Llama 3.1 | Proprietary |
| User base | 1.5M+ users across 20,000+ organizations | — |
| Platforms | Web, Voice, SMS, Email, Chat | Web, Chat, Email, Voice, Slack, Mobile, API/Headless |
| Languages | English primary; multilingual support not publicly detailed | Multilingual support (specific count not stated) |
| Pricing | ||
| Pricing model | Custom | Custom |
| Free plan | No | No |
| Free trial | No | No |
| Starting price | — | Custom — Team |
| Enterprise | Custom | Yes |
| All plans | CoreNot publicly statedProNot publicly statedEnterpriseNot publicly statedAI Agent UsageNot publicly stated usageAgent Assist & IntelligenceNot publicly stated usage | TeamCustom quoteProfessionalCustom quoteEnterpriseCustom quoteAdd-on: MultibrandCustom quoteAdd-on: Analytics APICustom quoteAdd-on: DiscoverCustom quote |
| Positioning | ||
| Best for | Mid-market and enterprise contact centers seeking unified AI-powered customer support automation | AI-powered customer support automation for teams and enterprises |
| Differentiator | Three-tiered plans with usage-based pricing layered on top for AI Agents, Agent Assist, and integrations; Enterprise includes HIPAA package and up to 2TB storage | AI agents for chat, email, voice, and Slack with knowledge gap detection and autoflow generation |
| Competitors | Intercom, Zendesk, Salesforce Einstein, Freshdesk, Ada, Kore.ai | Intercom, Zendesk AI, Freshdesk Freddy AI, Ada, Kustomer |
| Features | ||
| AI Agent Builder | ✓ | — |
| AI Agents (Chat, Email, Voice, Slack) | — | ✓ |
| AI Qa | — | ✓ |
| Autoflows | — | ✓ |
| Csat Collection | — | ✓ |
| Conversation Intelligence & Aqa | ✓ | — |
| Helpdesk & Automations | ✓ | — |
| Knowledge Base | ✓ | — |
| Knowledge Gap Detection & AI Article Creation | — | ✓ |
| Live Chat & Inbox | ✓ | — |
| Multi Brand Management | — | ✓ |
| Real Time Agent Assist | ✓ | — |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | — | ✓ |
| Sentiment Analysis | ✓ | ✓ |
| Ticket Management | ✓ | ✓ |
| White Label | — | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | — |
| Key Integrations | Salesforce, ServiceNow, Zendesk, Slack, Microsoft Teams, SharePoint, OneDrive, Box, Jira, HubSpot, NICE, RingCentral, AWS Connect, Workday, Zoom, Google Workspace, SAP, Avaya, Athenahealth, Asana | Zendesk, Salesforce, Slack, Intercom, Freshdesk, ServiceNow, email platforms, voice systems, headless/API |
| Salesforce | ✓ | ✓ |
| Slack | ✓ | ✓ |