Capacity vs Hiver
Hiver uniquely has 9 features · Capacity uniquely has 6 features.
| Capacity | Hiver | |
|---|---|---|
| Company | ||
| Founded | 2017 | 2011 |
| HQ | St. Louis, USA | San Jose, 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 (Harvey AI, powered by OpenAI) |
| User base | 1.5M+ users across 20,000+ organizations | 10,000+ businesses |
| Platforms | Web, Voice, SMS, Email, Chat | Web, Chrome Extension, iOS, Android |
| Languages | English primary; multilingual support not publicly detailed | English primarily, multilingual support via integrations |
| Pricing | ||
| Pricing model | Custom | Subscription |
| Free plan | No | Yes |
| Free trial | No | Yes |
| Starting price | — | $35/user/mo |
| Enterprise | Custom | Custom |
| All plans | CoreNot publicly statedProNot publicly statedEnterpriseNot publicly statedAI Agent UsageNot publicly stated usageAgent Assist & IntelligenceNot publicly stated usage | Growth$35/user/monthPro$65/user/monthElite$95/user/monthVoice$30/user/mo |
| Positioning | ||
| Best for | Mid-market and enterprise contact centers seeking unified AI-powered customer support automation | Small to large teams seeking multi-channel customer support with email, chat, Slack and voice in one workspace |
| 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 | Shared inbox and ticketing built around email collaboration with AI agents, AI Copilot, and omnichannel support including Slack and voice |
| Competitors | Intercom, Zendesk, Salesforce Einstein, Freshdesk, Ada, Kore.ai | Freshdesk, Zendesk, Help Scout, Front, Intercom |
| Features | ||
| AI Agent Builder | ✓ | — |
| AI Agents | — | ✓ |
| AI Copilot | — | ✓ |
| API Access | — | ✓ |
| Csat Surveys | — | ✓ |
| Conversation Intelligence & Aqa | ✓ | — |
| Helpdesk & Automations | ✓ | — |
| Knowledge Base | ✓ | — |
| Live Chat & Inbox | ✓ | — |
| Real Time Agent Assist | ✓ | — |
| Slas | — | ✓ |
| Sso, Hipaa & Custom Roles | — | ✓ |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| 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, Zapier, Asana, Jira, WhatsApp, Aircall, Klaviyo, Shopify |
| Salesforce | ✓ | ✓ |
| Shopify | — | ✓ |
| Slack | ✓ | ✓ |
| Zapier | — | ✓ |