Capacity vs Freshworks
Freshworks uniquely has 10 features · Capacity uniquely has 6 features.
| Capacity | Freshworks | |
|---|---|---|
| Company | ||
| Founded | 2017 | 2010 |
| HQ | St. Louis, USA | San Mateo, 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 | Freddy AI (Proprietary, built on OpenAI and other LLMs) |
| User base | 1.5M+ users across 20,000+ organizations | 60,000+ businesses |
| Platforms | Web, Voice, SMS, Email, Chat | Web, iOS, Android, Chrome |
| Languages | English primary; multilingual support not publicly detailed | 30+ |
| Pricing | ||
| Pricing model | Custom | Subscription |
| Free plan | No | No |
| Free trial | No | Yes |
| Starting price | — | $29/mo |
| Enterprise | Custom | Custom |
| All plans | CoreNot publicly statedProNot publicly statedEnterpriseNot publicly statedAI Agent UsageNot publicly stated usageAgent Assist & IntelligenceNot publicly stated usage | Starter$29/moGrowth$59/moPro$119/moEnterpriseCustom |
| Positioning | ||
| Best for | Mid-market and enterprise contact centers seeking unified AI-powered customer support automation | IT teams |
| 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 | Freddy AI included in Enterprise plan with AI Copilot add-on available across Pro and Enterprise |
| Competitors | Intercom, Zendesk, Salesforce Einstein, Freshdesk, Ada, Kore.ai | Zendesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, Zoho Desk |
| Features | ||
| AI Agent Builder | ✓ | — |
| Change Management | — | ✓ |
| Conversation Intelligence & Aqa | ✓ | — |
| Freddy AI Copilot | — | ✓ |
| Helpdesk & Automations | ✓ | — |
| Incident Management | — | ✓ |
| Knowledge Base | ✓ | — |
| Knowledge Management | — | ✓ |
| Live Chat & Inbox | ✓ | — |
| Real Time Agent Assist | ✓ | — |
| Sla Management | — | ✓ |
| Workload Management | — | ✓ |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | — | ✓ |
| Sentiment Analysis | ✓ | ✓ |
| Sla Management | — | ✓ |
| Ticket Management | ✓ | ✓ |
| 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 | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Microsoft Teams, Google Workspace, WhatsApp, Facebook Messenger, Twilio |
| Salesforce | ✓ | ✓ |
| Shopify | — | ✓ |
| Slack | ✓ | ✓ |
| Zapier | — | ✓ |