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Tag: Kapture CX

  • Ex-Eightfold AI leader RudraPrasad Nanjundappa joins Kapture CX as CCO to lead AI-driven customer success globally

    Ex-Eightfold AI leader RudraPrasad Nanjundappa joins Kapture CX as CCO to lead AI-driven customer success globally

    MUMBAI: Kapture CX has brought on board RudraPrasad Nanjundappa as its new chief customer officer. The move comes at a time when the company is turbocharging its global expansion across 18 countries, riding on a revenue doubling in FY25 and recent $8 million funding led by Cactus Venture Partners and India Alternatives.

    With a career spanning nearly 23 years, RudraPrasad previously served as regional vice president – professional services at Eightfold AI, where he set up the APAC services team and oversaw enterprise product implementations across APAC and EMEA. His experience also includes leadership roles at Linkedin, Infosys, Cognizant, and a stint as co-founder of a health-tech startup.

    In his new role, RudraPrasad will helm customer success initiatives, lead the deployment of Kapture’s Agentic AI product suite, and drive customer-centric strategies aligned to enterprise outcomes across sectors and geographies.

    “We are thrilled to welcome Rudraprasad to the Kapture CX leadership team”, said Kapture CX CEO & co-founder Sheshgiri Kamath. “His extensive experience and visionary approach to customer success align perfectly with our mission to revolutionise customer experience through innovative technology. We are confident that his leadership will further strengthen our customer relationships and drive sustained growth”.

    RudraPrasad added, “Being part of a company which is at the forefront of building an Agentic AI platform to help organisations across the globe redefine and enhance their customer experience is surreal. In my role as the chief customer officer, I look forward to leveraging my diverse experience anchored around customer success to help redefine the experience and value we are delivering to our customers”.

    Kapture CX, which serves over 1,000 enterprise clients, is known for its AI-native CX automation suite. The platform integrates proprietary large language models (LLMs) to power workflows, sentiment analysis, and proactive customer engagement. RudraPrasad’s appointment is expected to further this innovation agenda while sharpening Kapture’s delivery edge.

    “Passionate founders, dynamic team, innovative product suite, tangible results for enterprise clients, expanding business opportunities and challenges of growth stage make this journey incredibly thrilling”, he said.

  • PwC India and Kapture CX dial Up the future of agentic automation

    PwC India and Kapture CX dial Up the future of agentic automation

    MUMBAI: Call it the new CX factor where agents don’t just listen, they lead. In a major push towards redefining customer experience, Kapture CX, the agentic AI-powered CX platform, has partnered with PwC India to roll out a new generation of scalable automation solutions. The focus? Taking enterprises from task execution to intelligent orchestration, especially in sectors like Retail, Consumer, and BFSI.

    Unlike the typical chatbot hype, this alliance promises to deliver serious muscle behind the buzzwords. The partnership brings together Kapture CX’s proprietary LLMs and industry-specific AI approach with PwC India’s heavyweight experience in enterprise implementation and deep domain know-how.

    “Agentic automation is transforming how enterprises operate, shifting from task execution to intelligent orchestration. At PwC India, we’re helping clients lead this shift by harnessing this through purposeful collaborations. Our partnership with Kapture CX brings next-generation automation to the front lines of customer experience to drive smart efficiency and build agile, future-ready enterprises,” said PwC India chief client and alliance officer, Manpreet Singh Ahuja.

    The solutions will span contact centres, employee experience modules, and voice agents moving beyond generic automation to contextually intelligent interactions that can act, learn, and evolve.

    “With PwC India’s agentic automation solutions, we are paving the way for a smarter and more agile future for our clients. We are at the forefront of helping organisations reimagine the art-of-possible, enabling them to turn modern-day technology disruption into a competitive advantage,” said PwC India partner and leader of agentic automation Sumit Srivastav.

    Kapture CX’s AI isn’t just reactive, it’s proactive. Designed to automate workflows, enhance business operations, and cut costs, its AI agents aim to become a seamless extension of enterprise teams.

    “Partnering with PwC India marks a significant milestone for Kapture CX. Our AI agents are designed not just to respond but to act, automate workflows, and enhance business processes across industries. Together with PwC India, we are set to redefine how organizations harness Agentic AI for scalable, efficient, and cost-effective automation,” added Kapture CX co-founder and CEO Sheshgiri Kamath.

    Wrapping up the alliance’s vision Kapture CX VP for partnerships and alliances Nibha Kothari summed it up saying, “This collaboration is a strategic catalyst amplifying the potential of agentic AI to drive agentic automation at scale. By uniting Kapture’s advanced capabilities with PwC India’s enterprise depth, we’re delivering transformative, future-ready solutions. It’s been a privilege working alongside PwC India’s exceptional team, and we’re energized by the bold innovations we’ll shape together.”

    If you thought automation was just about bots, think again, this partnership is handing the mic to AI agents that know how to listen, lead, and leap ahead.

  • Boult turns up the volume on CX with Kapture integration

    Boult turns up the volume on CX with Kapture integration

    MUMBAI: In a world where every second counts, Boult Audio is making sure not a single beat is missed even in customer support. Boult Audio, one of India’s fastest-growing consumer electronics brands, has partnered with Kapture CX, a SaaS-based customer experience platform, to supercharge its customer support ecosystem. The move comes as Boult scales its operations with a sale every three seconds and over 3 crore units sold since its 2017 debut.

    With over 150 service centres across the country, the brand needed a powerful, centralised solution to handle the growing tempo of customer queries. Enter Kapture, a platform that brings together social, app, web and call support into a single dashboard, fine-tuned for today’s hyper-connected consumer.

    “As we grow at a rapid pace, ensuring seamless and efficient customer support is non-negotiable,” said Boult Audio co-founder Tarun Gupta. “Kapture CX has made a real impact across our support operations, improving productivity and creating smoother experiences for customers at every touchpoint.”

    The integration enables Boult to juggle multiple customer interactions across Instagram, Facebook, Whatsapp, Youtube, Play Store, App Store, and more all without missing a note. Thanks to automated ticketing, API-powered order tracking, and cloud telephony, customer issues now land in the right hands, with faster resolutions and fewer back-and-forths.

    “This collaboration is a milestone,” said Kapture CRO Gaurav Juneja. “Boult is a brilliant example of a brand pushing the envelope in both innovation and service. With our real-time insights, multichannel automation and agent-friendly tools, we’re excited to help them keep their CX pitch perfect.”

    From agent productivity dashboards to built-in knowledge bases and vernacular content support, Kapture equips Boult with the data and tools needed to fine-tune support in every region. Even past service records from legacy systems are carried forward ensuring that every customer story, from warranty woes to tracking troubles, stays intact.

    With this high-decibel integration, Boult Audio isn’t just selling gadgets, it’s orchestrating a symphony of support.

  • Alok Agrawal joins Kapture CX to supercharge strategic account growth

    Alok Agrawal joins Kapture CX to supercharge strategic account growth

    MUMBAI: If customer experience is the new battleground, then Kapture CX just added a heavyweight to its arsenal. Alok Agrawal has officially joined as head of strategic account growth, bringing a proven track record in enterprise product sales, revenue expansion, and customer engagement. With Kapture CX revolutionising customer interactions through Gen AI-powered solutions, Alok’s arrival signals a bold step forward in strengthening client relationships and business growth.

    Agrawal, an alumnus of IIM Calcutta and NIT Tiruchirappalli, steps into this role fresh from Razorpay, where he played a pivotal role in scaling enterprise product sales, driving revenue, and launching industry-first solutions. Before that, he led strategic initiatives at Paytm, where he spearheaded product sales for enterprise solutions and executed go-to-market strategies that helped shape the fintech ecosystem. From fintech to retail to manufacturing, Agrawal has consistently delivered high-impact results across industries.

    At Kapture CX, Agrawal is set to spearhead strategic account growth initiatives, ensuring that AI-driven customer experience solutions don’t just integrate seamlessly into enterprise operations, but also transform the way businesses engage with their customers. His deep understanding of enterprise needs and his forward-thinking approach will help push Kapture CX’s growth to new heights.

    Welcoming Agrawal aboard, Kapture CX CEO & co-founder Sheshgiri Kamath said, “Alok’s appointment comes at an important phase for Kapture CX as we continue to scale and innovate in the customer experience space. His extensive experience in enterprise product sales and revenue expansion will play a crucial role in strengthening our client relationships and ensuring seamless customer journeys.”

    Agrawal himself couldn’t be more excited, “Customers are at the core of every successful business, and I’m excited to contribute to Kapture CX’s mission of enhancing customer experience with smart, seamless solutions. I’m looking forward to working with this energetic team to improve customer interactions and expand into new and existing markets. While we are a young team, the enthusiasm here is infectious, and I’m eager to see what we can accomplish together.”

    With Agrawal’s leadership, Kapture CX is gearing up to deepen its client engagement, refine its AI-powered solutions, and expand its footprint in the customer experience space. The goal? To not just manage customer interactions—but to redefine them.

  • Kapture CX names Devika Rajeev as HR head to power growth & culture

    Kapture CX names Devika Rajeev as HR head to power growth & culture

    MUMBAI: The gen AI-powered customer experience platform has appointed Devika Rajeev as its new head of HR, bringing in a wealth of experience to supercharge its workforce and fuel its ambitious growth plans.

    With 13 years of HR mastery under her belt, Devika isn’t just any hire—she’s a force to be reckoned with. From scaling teams at rocket-speed to crafting high-impact people strategies, she has done it all. At Sattva Consulting, she was the mastermind behind tripling the organisation’s headcount while implementing game-changing HR initiatives. Before that, she sharpened her expertise at Wipro, Heidrick & Struggles, and Ola, managing diverse teams and shaping people-first cultures.

    An alumna of XLRI Jamshedpur, Devika holds a postgraduate diploma in personnel management & industrial relations and a B.A. (Hons) in mathematics from Delhi University. Now, at Kapture CX, she steps into a crucial role—one that requires equal parts strategy, agility, and a knack for making workplaces thrive.

    In her new role, Devika will lead strategic HR initiatives, talent acquisition, and retention while strengthening employee engagement. Her mission? To build a dynamic and inclusive work environment that aligns with Kapture CX’s rapid expansion. With her leadership, expect a culture that champions collaboration, innovation, and continuous growth.

    Kapture CX CEO & co-founder Sheshgiri Kamath welcomed her aboard with enthusiasm, “At Kapture, we believe that people are at the heart of everything we do. Devika’s extensive experience in HR leadership, combined with her ability to drive strategic talent initiatives, makes her a valuable addition to our team. We look forward to her contributions in building a strong, people-first culture as we continue our growth journey.”

    Devika, equally excited about the challenge ahead, shared her thoughts, “I am thrilled to join Kapture CX at such an exciting phase of its journey. The company’s commitment to innovation and customer-centricity is truly inspiring, and I look forward to strengthening our HR strategies to nurture talent, foster a high-performance culture, and support the organisation’s ambitious goals.”

    With Kapture CX continuing its march towards redefining customer experience, Devika’s appointment marks a strategic shift in how the company plans to invest in its people.

     

  • Health care services provider LifeCell opts for Kapture CX customer service tool

    Health care services provider LifeCell opts for Kapture CX customer service tool

    MUMBAI: Health care services provider LifeCell International has signed up with Kapture CX, a provider of customer experience solutions to enhance its customer support operations across all channels and optimise its omnichannel ticketing management system. As a part of the implementation, a single, unified platform for all customer tickets has been built, eliminating the need to toggle between multiple systems.

    Kapture CX has also melded with LifeCell’s order management systems and logistics providers to ensure seamless access to critical customer data for faster, more accurate resolutions. Additionally, Kapture CX enables proactive customer support, such as addressing abandoned carts to improve revenue generation, lead conversions, apart from  including outbound call support to empower agents to initiate conversations when necessary, enhancing customer outreach and engagement.

    LifeCell found it imperative to integrate all its customer support systems as it offers several  services and it reasoned that  centralising all of these under one customer response system would improve response time.

    Among the services LifeCell offers include: a community banking program  which has the world’s largest repository of ready-to-use access to over 70,000+ matching stem cell and tissue units for Indian origin patients seeking a transplant; skincare brand AreoVeda targeted at  pregnant women, new moms, and new borns and finally, health investigations for patients seeking discreet self-service offerings from the comfort of their homes through mail-order test kits. 

    “Integrating Kapture CX into our customer support system will significantly contribute to LifeCell’s journey in providing seamless, efficient, and proactive service,” said LifeCell CTO Pawan Singh. “We look forward to centralising our customer data and improved agent productivity whilst emphasising consumers’ responsiveness and the high-quality care they deserve. We look forward to its positive impact on both our customer relationships and business growth.”

    Added Kapture CX CRO Gaurav Juneja: “This collaboration exemplifies how our tech-first approach and AI-driven systems can transform customer engagement, ensuring that LifeCell continues to lead the way in innovation while enhancing overall customer satisfaction.”

  • The Bear House onboards Kapture CX to streamline customer support

    The Bear House onboards Kapture CX to streamline customer support

    Mumbai: The Bear House, a menswear brand turned e-commerce success, has recently adopted Kapture CX, a Gen AI-powered customer support automation platform. The brand intends to utilise Kapture’s omnichannel capabilities, user-friendly interface, and efficient ticket management to enhance customer experience.

    The Bear House has redefined menswear essentials by combining premium quality with urban luxe aesthetics. In 2023-2024, the brand achieved 175 per cent sales growth. To support this growth, The Bear House integrated Kapture CX to address issues with its previous third-party support system, such as limited access, low visibility into past tickets and customer history, and inefficient operations.

    Delighted with the integration, The Bear House co-founder Harsh Somaiya said, “At The Bear House, our commitment has always been to provide exceptional experiences to our customers, both through our products and our service. By partnering with Kapture CX, we’re taking a significant step forward in ensuring that our customer support is as elevated and seamless as our brand. The intuitive design and robust capabilities of Kapture CX will allow us to better manage our customer interactions, ensuring that every query is handled with the attention and efficiency it deserves. We’re excited about the positive impact this will have on our customer relationships and our continued growth.”

    As The Bear House moves on an international and domestic expansion spree, it will continue to witness a surge in customer interactions, queries and concerns across multiple touchpoints. Kapture CX’s intuitive user interface can prove to be a game-changer in enhancing its usability significantly as compared to other conventional support systems.

    Kapture CX CRO Gaurav Juneja commented, “We’re proud to add The Bear House, a fast-growing brand, to our portfolio of successful retail and eCommerce partnerships. Our experience in transforming customer support for leading brands enabled us to streamline and automate their operations with unmatched speed. What typically takes 30 days or more, we accomplished in less than a week—setting a new gold standard and exceeding their expectations. We deeply value their trust and are committed to delivering an exceptional experience that supports their continued growth.”

    The Bear House, receiving customer feedback and queries through various channels, recognized the need for an automated support system with strong omnichannel capabilities, covering social media, inbound communications, and other channels, all managed from a unified dashboard.

    Additionally, Kapture CX simplifies the ticket management process, which prompted The Bear House to switch from its third-party support system. Its user-friendly interface also eases the training of new agents, enabling faster onboarding and adaptation.

    Focused on innovating the menswear category while considering customer lifestyles and needs, The Bear House has benefited from Kapture CX’s efficient implementation process, which included robust support and personalised demonstrations, leading to a highly satisfactory outcome.

  • Kapture CX aims to double its revenue in FY25

    Kapture CX aims to double its revenue in FY25

    Mumbai: Kapture CX, a leading SaaS-embedded customer experience platform plans to double its revenue with a 100 per cent growth projected in the ongoing fiscal on the back of a solid FY 24.

    Incepted in 2011, Kapture CX continues to capitalize on building the future of customer support automation by leveraging the capacity of AI, ML, and other emerging technologies in the market. This unprecedented growth comes after the platform’s successful $8 million fund-raise from Cactus Venture Partners and India Alternatives. This capital-raised marked a significant milestone in its nascent journey and has been allocated for bolstering growth, expanding the current team, and securing large enterprises across the BFSI, retail, consumer durables, and travel industries.

    Currently, Kapture CX serves over 1,000 enterprise clients across 18 countries, spanning from marquee companies like TATA 1MG, Namma Yatri, Bigbasket, Wow Skin Science, and Unicommerce.

    These businesses use Kapture’s platform to support more than 250 million customers globally. In FY 24, Kapture introduced proprietary large language models (LLMs) to enhance customer support by resolving queries, analyzing sentiments, and automating resolutions. Our self-serve technology now automates 70 per cent of workflows for our clients, significantly reducing their operational costs.

    “Having become a key stakeholder in the global customer experience ecosystem, we’re witnessing continued traction across multiple verticals and live on SAP and Google Marketplace to expand our integration and accessibility capabilities. In a move to strengthen our reach and go-to-market strategy, we have formed strategic partnerships with industry leaders like Hitachi. Additionally, we’re also experiencing significant inbound interest and have partnerships with large systems integrators (SIs) in the pipeline,” said Kapture CX CRO Gaurav Juneja.

    Kapture exhibits the commitment to catalyse innovation and introduced its revolutionary voice bot, leveraging the power of GenAI, natural language processing, and advanced audio technologies to precisely interpret and efficiently respond to all customer queries and transform customer interactions. The platform continues to develop forward and bold-looking LLMs to enhance customer support by resolving queries, analysing sentiments, and automating resolutions, which has automated 70% of workflows, and significantly reduced operational costs.

    Building on this momentum, he further added, “We have always been at the forefront of using advanced technologies, from image processing, advanced sentiment analysis to Auto QA and NPS modules. Thanks to our technological stalwartness, we were able to land another notable achievement by enabling India’s largest grocery store to reduce their TAT to 2 minutes, and increase customer satisfaction (CSAT) by 20 per cent.”      

    The customer experience platform is poised to shape the future of customer support automation by bringing forth empathetic and proactive customer service, and maintaining a strong focus on high customer satisfaction, and lower operating expenses by showcasing an increased emphasis on innovation. Underpinned by its vision to become the leading player in the customer support arena, Kapture will continue to develop robust partnerships to promote and enhance the overall customer experience.

  • Kapture CX appoints Deepak Leelavinothan as VP of products

    Kapture CX appoints Deepak Leelavinothan as VP of products

    Mumbai: Kapture CX, the SaaS-based Customer Experience platform, has appointed Deepak Leelavinothan as the Vice President of Products.

    He comes with a track record of driving product innovation and enhancing customer experience through his impressive 16 years of experience in the IT domain.

    Leelavinothan’s expertise encompasses a wide range of skills in product management like product strategy, market research, product launches, roadmapping, prioritization, and customer experience.

    He has a remarkable experience in successfully launching products from the ground up, and driving innovations in the B2B and B2C space. Leelavinothan is a technology enthusiast and is an expert in the CRM, e-commerce, and the customer experience domains. He is also an organic gardener, and a travel and music enthusiast.

    Commenting on his appointment, Kapture CX CEO & co-founder Sheshgiri Kamath said,” We are delighted to have Deepak onboard. His vast experience in product management will play a critical role in fortifying our commitment to customer-centric innovations, Gen-AI capabilities, and global expansion delivering exceptional value to our customers.”

    Leelavinothan holds a BE., and MS., in Computer Science, and an MBA (BITS Pilani). Prior to joining our team, he served as a Product Manager lead at Flipkart, where he launched and scaled their new Electric Vehicles business, which is among the fastest growing verticals at Flipkart.

    Commenting on the same, Leelavinothan said, “ I am excited to join the Kapture CX leadership team and be part of a company that is at the forefront of revolutionizing SaaS based customer support solutions and help shape the strategic vision of Kapture CX’s product portfolio.  As the pivot to digital experiences keeps growing each year, our customers have prioritized their focus on powerful AI-driven CX solutions that can bring down support costs and offer customer delight. Together with my incredibly passionate team at Kapture CX, we’re defining a rapid innovation-driven, sustainable growth path to establish ourselves as one of the world’s most loved pioneers in the customer support software industry.”

  • Kapture CX collaborates with Nana Direct to offer an immersive customer experience

    Kapture CX collaborates with Nana Direct to offer an immersive customer experience

    Mumbai: Nana Direct- Saudi Arabia one of the most trusted online grocery shopping apps is dedicated to redefining the grocery delivery concept for consumers across the region. It has recently onboarded Kapture CX- a renowned SaaS-based customer experience platform in India to develop a roadmap to automate and scale its customer support system, offering a seamless customer experience to all its users.

    Developed by a team of ambitious Saudi youth who aspire to build a sophisticated shopping and delivery system, Nana Direct streamlines the online grocery shopping journey with the highest–quality products and the fastest delivery solution.

    The company has acquired a phenomenal user base that results in a substantial influx in the number of tickets raised, forcing the company to onboard an increased number of customer agents and meet the unprecedented rise in volume. With the integration of Kapture, Nana Direct aims to expand its support system without impacting the key contact centre metrics like average handling time, response times and customer happiness metrics like CSAT rates.

    Kapture CX CEO and co-founder Sheshgiri Kamath said, “As a comprehensive CX platform, Kapture helps Nana Direct to scale its contact centre operations without compromising the customer satisfaction scores. Quick commerce is one of our focus verticals and we are honored that the company has entrusted us to deliver an authentic customer experience that contributes to their growing customer ecosystem. We look forward to a long and mutually beneficial relationship.”

    Kapture CX’s advanced automation focuses on an omnichannel ticketing mechanism and chatbot to streamline the resolution process, further enhancing the overall customer experience. The platform seamlessly integrates with Nana Direct’s diverse touch points including Emails, WhatsApp, Call management, and all other systems involved in the customer resolution process. Subsequently, this has led to a considerable drop in support tickets, indicating the majority of the support queries are being resolved without customer support interaction.

    Delighted with the collaboration, Nana Direct senior manager of customer support Mohammed Almadani said, “We are happy with Kapture CX. The number of agents that were required to manage the inflow of tickets was high, but with Kapture our contact rate has decreased, indicating that customers don’t need to interact with the support to resolve many issues. It’s easy for the agents now to support many customers at the same moment. It’s an amazing omnichannel platform and we are sure we will continue to have more benefits from the platform.”

    In a digitally driven market landscape, Kapture CX enables customer centricity by bringing hyper-personalised capabilities for Nana Direct. By providing highly tailored solutions to its extensive customer base, the company is able to automate the customer support and resolution process, indicating most customer queries are resolved without interacting with customer support agents.

    Kapture provides a dedicated account manager for its clientele, who instantly connects with the user for any immediate issues or modifications and offers resolute solutions for the same. The SaaS-based CX company also conducts routine site visits to interact with the end user and be cognizant of their challenges.