Capacity vs Zoho
Capacity uniquely has 6 features · Zoho uniquely has 5 features.
| Capacity | Zoho | |
|---|---|---|
| Company | ||
| Founded | 2017 | 1996 |
| HQ | St. Louis, USA | Chennai, India |
| 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 | Zia (Proprietary AI) |
| User base | 1.5M+ users across 20,000+ organizations | 130M+ users globally |
| Platforms | Web, Voice, SMS, Email, Chat | Web, iOS, Android, Windows, Mac, Chrome Extension |
| Languages | English primary; multilingual support not publicly detailed | 30+ languages |
| Pricing | ||
| Pricing model | Custom | Freemium |
| Free plan | No | Yes — Zoho Desk free plan for up to 3 agents; Zoho CRM free for up to 3 users |
| Free trial | No | Yes — 15 days |
| Starting price | — | $7/mo — Zoho Desk Express |
| Enterprise | Custom | Custom — Zoho Enterprise plans available with dedicated support and professional services |
| Refund policy | — | Refund available — prorated refunds per Zoho's refund policy |
| All plans | CoreNot publicly statedProNot publicly statedEnterpriseNot publicly statedAI Agent UsageNot publicly stated usageAgent Assist & IntelligenceNot publicly stated usage | FreeFreeExpress$7/moStandard$14/moProfessional$23/moEnterprise$40/moZoho One$37/mo |
| Positioning | ||
| Best for | Mid-market and enterprise contact centers seeking unified AI-powered customer support automation | SMBs to enterprise businesses seeking an all-in-one suite with CRM, helpdesk, and AI automation |
| 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 | Zoho offers a fully integrated, privacy-first software suite of 55+ apps covering CRM, helpdesk, finance, and more — all owned and operated without advertising-based revenue models. |
| Competitors | Intercom, Zendesk, Salesforce Einstein, Freshdesk, Ada, Kore.ai | Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, Zendesk, Intercom |
| Features | ||
| AI Agent Builder | ✓ | — |
| Conversation Intelligence & Aqa | ✓ | — |
| Helpdesk & Automations | ✓ | — |
| Knowledge Base | ✓ | — |
| Live Chat & Inbox | ✓ | — |
| Real Time Agent Assist | ✓ | — |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | — | ✓ |
| Sentiment Analysis | ✓ | ✓ |
| Sla Management | — | ✓ |
| 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 | Zoho CRM, Zoho SalesIQ, Google Workspace, Microsoft 365, Slack, Salesforce, HubSpot, Shopify, Zapier, Twilio, Jira |
| Salesforce | ✓ | ✓ |
| Shopify | — | ✓ |
| Slack | ✓ | ✓ |
| Zapier | — | ✓ |