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Kapture CRM
by Kapture (Adjetter Media) · Bengaluru, Karnataka · Since 2011
Customer support and sales CRM for enterprises.
- Starting price
- Custom quote
- No public price; agent-based, interaction-based or hybrid
- Free trial / plan
- No free plan
- Demo and custom quote only
- Deployment
- Cloud
- Web
- App Advisor rating
- 4.3
- transparency & India fit
What is Kapture CRM?
Kapture CRM is now sold as Kapture CX, and the old kapturecrm.com address redirects to kapture.cx. The Bengaluru company was founded in 2014 by Sheshgiri Kamath and Vikas Garg. It began as a lean CRM and has since become an enterprise customer-service platform. Today it is built around ticketing, AI voice and chat agents, automated quality audits and analytics. Its offices are in Bengaluru, Mumbai, Gurugram, Dubai and Florida. The company raised an $8 million Series A in 2023.
The product works best for large Indian consumer businesses with heavy support volumes, especially in BFSI, retail, e-commerce, travel and consumer durables. The ticketing module brings email, voice, chat, WhatsApp, SMS, Facebook, Instagram and X messages into one conversation stream. It also adds AI scoring for sentiment and urgency, live SLA countdowns and side conversations with back-office teams. Kapture names Tata 1mg, Netmeds and Stanley Black & Decker as ticketing customers. Its integrations list is clearly written for India: Exotel, Ozonetel, Knowlarity, Airtel, Tata Tele, Gupshup, Razorpay, PhonePe, Unicommerce and Delhivery all appear.
The weak side is transparency and fit for small teams. No plan or rupee price is published anywhere, and every product line on the pricing page says only 'Request Pricing'. Kapture's own estimate is 4-6 weeks to go live for mid-market companies and 8-12 weeks for enterprises, so this is not a tool you set up yourself on a weekend. If you run a 5-agent support desk, Freshdesk or Zoho Desk will be cheaper and faster to start with.
On buying: you can choose per-agent pricing, per-interaction pricing or a hybrid of the two. Contracts are annual or multi-year, and large customers get volume and multi-year discounts. Kapture says onboarding, training and a dedicated success manager are included, and that most integrations carry no extra fee. Read the refund terms before you sign: the pricing FAQ states that refunds do not apply to downgrades or cancellations.
What works well
- +Integrations are built for India, including Exotel, Ozonetel, Knowlarity, Airtel, Razorpay, PhonePe, Unicommerce and Delhivery
- +Ticketing pulls email, voice, chat, WhatsApp, SMS and social DMs into a single conversation thread
- +SLA timers count down on each ticket with colour-coded warnings and automatic escalations
- +Auto QA scores every chat, email and call, with scoring weights you can set yourself
- +Security credentials include ISO 27001, SOC 2 Type II and ISO 42001, plus CERT-In-empanelled VAPT testing
- +Onboarding, training and a dedicated success manager come included in the contract price
What to watch out for
- −There is no published price, so you can only compare cost after sales calls
- −Kapture states a 4-6 week rollout for mid-market and 8-12 weeks for enterprise
- −Contracts are annual or multi-year, and downgrades or cancellations get no refund
- −It is built for large contact centres, so small teams pay for complexity they will not use
- −The voice bot page says it is multilingual but does not list which Indian languages it supports
Best suited for: Indian BFSI, insurance and lending companies that need collections and claims support automated · D2C, e-commerce and pharmacy brands handling thousands of tickets across WhatsApp, voice and email · Consumer durables companies managing warranty claims and service-centre requests · Large contact centres that want automated QA on every interaction instead of sample audits
Kapture CRM at a glance
Analysing Kapture CRM — pricing, features, reviews and alternatives…
Generated by App Advisor's native engine from this listing's verified data — not a paid placement.
Kapture CRM features
Researched from Kapture CRM's official product pages · updated October 2026.
Advanced ticketing
- Email, voice, chat, WhatsApp, SMS and social DMs in one conversation stream
- AI scoring of sentiment, intent and urgency for queue priority
- Skill-, workload- and rule-based routing
- SLA countdown timers with colour-coded alerts and auto-escalation
- Side conversations with back-office teams
- Customer 360 view in the agent workspace
Self-serve and AI agents
- AI voice bot that hands calls to agents with full context
- Mid-conversation language switching
- Chat bots and a GenAI knowledge base
- PII/PHI masking and real-time scoring of bot calls
- BFSI use cases such as collections, payment reminders and claims
Auto QA and conversation intelligence
- Automated audit of chats, emails, calls and social messages
- Custom scoring models with weighted parameters
- AI summaries of sentiment and outcome per interaction
- Agent score cards and benchmarks by channel
- Predictive flags for quality issues
Reports and analytics
- Live queue, SLA and agent occupancy view
- Agent scorecards with AHT, FCR and CSAT
- Drag-and-drop custom dashboards
- Scheduled email of reports, daily, weekly or monthly
- PDF and Excel export
- AI agent containment and hand-off analytics
Employee experience
- Internal service desk
- Workspaces
- Internal ticketing
- Helpdesk management
AI capabilities
- Auto-drafted replies and ticket summaries
- Knowledge article and next-best-action suggestions during live conversations
- AI voice and chat agents built in the Vitos agent builder
- Calibrate audit layer that scores interactions against SLAs
- Pulse intelligence layer for querying operational data
Kapture CRM pricing (INR)
SourceEvery edition as published by the vendor. Prices exclude GST unless stated. Full Kapture CRM pricing breakdown
- • Kapture sells four modular product lines (Self-Serve, Agent Suite, Insights and Employee Experience), and each is priced on request.
- • The quote depends on the modules chosen, the number of users, interaction volumes and AI add-ons. Billing can be per agent, per interaction or a hybrid.
- • Contracts are annual or multi-year, with volume and multi-year discounts for large enterprises.
- • Onboarding, training and a dedicated success manager are included, and most integrations carry no extra charge.
- • Users, channels and AI features can be added or removed at any time, but no refunds are given for downgrades or cancellations.
- • The pricing page does not say whether GST is included.
Buying for a team? App Advisor can get you a volume quote and any partner discount available.
Implementing Kapture CRM
SourceWays to implement
- Vendor-led onboarding with a dedicated success manager
- Partner support (PwC India listed as a partner)
4-6 weeks for mid-market, 8-12 weeks for enterprise (vendor estimate)
- 1Demo and scoping of modules and volumes
- 2Custom quote and annual or multi-year contract
- 3Channel, telephony and CRM/ERP integration
- 4Data import and migration
- 5Agent training and go-live
Need a certified partner in India to set up Kapture CRM?Implementation help
Integrations, security & India
Integrations
- Exotel
- Ozonetel
- Knowlarity
- Airtel
- Tata Tele Services
- Ameyo
- Genesys
- Twilio
- Gupshup (WhatsApp)
- Meta WhatsApp
- 360dialog
- Salesforce
- Zoho
- HubSpot
- Jira
- Shopify
- WooCommerce
- Magento
- Unicommerce
- Blue Dart
- Delhivery
- Razorpay
- PayU
- PhonePe
- Paytm
- SAP
- Oracle
- Dynamics 365
Security & compliance
- AES-256 encryption at rest and TLS 1.2+ in transit
- Keys held in key vaults on a rotation schedule, with MFA and role-based access to key systems
- PII and PHI masking, plus hashing and tokenisation of sensitive identifiers
- Vulnerability assessments and penetration tests by CERT-In-empanelled auditors
- Multi-region availability zones, with encrypted backups and disaster-recovery replicas
- SSO and role-based access for users
For Indian businesses
- Headquartered at Brigade Metropolis in Bengaluru, with Indian offices in Mumbai and Gurugram as well
- Pre-built connectors for Indian telephony providers Exotel, Ozonetel, Knowlarity, Airtel and Tata Tele Services
- Payment and logistics integrations include Razorpay, PhonePe, Paytm, PayU, RuPay, Unicommerce, Blue Dart and Delhivery
- The trust centre lists compliance with India's DPDP Act, CERT-In guidelines and RBI and SEBI directives
- Named Indian customers include Tata 1mg and Netmeds
Trust, compliance & who uses Kapture CRM
1,000+ enterprises (vendor claim)
Customers
60+ (vendor claim)
Countries
2014
In business since
Certifications & compliance
- ISO/IEC 27001 — ISMS audited internally and externally Source
- SOC 2 Type II Source
- ISO/IEC 42001 — AI governance aligned to the standard Source
- GDPR Source
- DPDP Act (India) Source
- HIPAA Source
- RBI and SEBI directives — Listed for financial-services customers Source
Each claim links to the vendor's own published statement. Always confirm current certificate validity directly with the vendor.
Kapture CRM timeline — releases & milestones
Is Kapture CRM the best choice for you?
Best choice if you are…
- Indian BFSI, insurance and lending companies that need collections and claims support automated
- D2C, e-commerce and pharmacy brands handling thousands of tickets across WhatsApp, voice and email
- Consumer durables companies managing warranty claims and service-centre requests
- Large contact centres that want automated QA on every interaction instead of sample audits
Look elsewhere if you are…
- Small teams that want a low monthly per-agent price they can see and buy online, such as Freshdesk or Zoho Desk
- Businesses that need a free plan or a self-serve trial before talking to sales
- Companies looking mainly for a sales pipeline CRM rather than a customer-service platform
Still comparing? Get an unbiased shortlist and demos arranged for free.
Sources (9) · updated October 2026
- https://www.kapture.cx/
- https://www.kapture.cx/pricing/
- https://www.kapture.cx/about-us/
- https://www.kapture.cx/trust-center/
- https://www.kapture.cx/integrations/
- https://www.kapture.cx/agent-suite/advanced-ticketing/
- https://www.kapture.cx/self-serve/voice-bot/
- https://www.kapture.cx/conversation-intelligence/auto-qa/
- https://www.kapture.cx/agent-suite/reports-and-analytics/
Specifications
- Category
- CRM software
- Vendor
- Kapture (Adjetter Media)
- Headquarters
- Bengaluru, Karnataka
- Founded
- 2011
- Pricing model
- Quote-based
- Starting price
- On request
- Deployment
- Cloud
- Platforms
- Web
- Best for
- Mid-market, Enterprise
- Made in India
- Yes
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Kapture CRM — frequently asked questions
How much does Kapture CRM cost in India?+
Kapture CRM (now Kapture CX) does not publish prices in INR or any other currency. The pricing page shows only 'Request Pricing' for Self-Serve, Agent Suite, Insights and Employee Experience. The final quote depends on the modules you pick, the number of agents, your interaction volumes and any AI add-ons. You can choose per-agent, per-interaction or hybrid billing.
Does Kapture CRM have a free plan or free trial?+
No. Kapture CRM has no free plan, and its website does not offer a self-serve free trial. Buyers book a demo and then receive a custom quote. Kapture says there are no upfront costs or hidden fees, and that most integrations are included in the price. Contracts run for one or more years, so ask for a pilot scope during negotiation.
Is GST charged on Kapture CRM?+
Kapture CRM's pricing page does not say whether quotes include GST. Kapture is an Indian company headquartered in Bengaluru, and its software subscriptions sold in India normally attract 18% GST. Confirm with the Kapture sales team whether your quote is inclusive or exclusive of GST, and check that the invoice carries your GSTIN so you can claim input credit.
Is Kapture CRM an Indian company?+
Yes. Kapture CRM, now branded Kapture CX, was founded in 2014 in Bengaluru by Sheshgiri Kamath and Vikas Garg. Its head office is in Brigade Metropolis, Bengaluru, and it also has offices in Mumbai, Gurugram, Dubai and Coral Springs in Florida. The company raised an $8 million Series A in 2023.
Kapture CRM vs Freshdesk: which should I pick?+
Pick Kapture CRM if you run a large contact centre in BFSI, retail or e-commerce and need voice bots, automated QA on every interaction, and Indian telephony and payment integrations configured by the vendor. Pick Freshdesk if you have a smaller team and want published per-agent prices, a free plan and a setup you can do yourself in days instead of weeks.
How long does Kapture CRM take to implement?+
Kapture states that a Kapture CRM rollout usually takes 4-6 weeks for mid-market companies and 8-12 weeks for enterprises. The timeline depends on the number of channels, telephony and ERP integrations, and the size of your data migration. Onboarding, training and a dedicated customer success manager are included in the contract, according to the pricing FAQ.
Is my data secure on Kapture CRM?+
Kapture CRM's trust centre lists ISO 27001, SOC 2 Type II and ISO 42001, along with GDPR, HIPAA and India's DPDP Act. Data is encrypted with AES-256 at rest and TLS 1.2+ in transit, and PII is masked. CERT-In-empanelled auditors run the penetration tests. The trust centre does not name the hosting regions, so ask where Indian customer data is stored.
Does Kapture CRM integrate with WhatsApp and Indian telephony?+
Yes. Kapture CRM connects to WhatsApp through Gupshup, Meta, 360dialog, Twilio, Haptik and Yellow. For calls it lists Exotel, Ozonetel, Knowlarity, Airtel, Tata Tele Services, Ameyo and Genesys. Calls and WhatsApp messages become tickets in the same conversation stream as email and social media, so agents see the full history in one place.
Can I cancel or downgrade Kapture CRM midway?+
You can add or remove users, channels or AI features on Kapture CRM at any time. However, the pricing FAQ states that refunds are not applicable for downgrades or cancellations. Contracts are usually annual or multi-year, with volume discounts for bigger commitments. Negotiate the agent count and the exit terms carefully before you sign a multi-year deal.
Does Kapture CRM support Indian languages?+
Kapture CRM's voice bot and ticketing pages say the system is multilingual. They say it can switch languages mid-conversation and auto-translate chats, emails and knowledge articles. However, the pages do not name the supported languages. If you need Hindi, Tamil, Marathi or other regional-language voice support, ask Kapture for a live demo in that language before you buy.
What is Kapture CRM?+
Kapture CRM is crm software by Kapture (Adjetter Media), an Indian company from Bengaluru. Customer support and sales CRM for enterprises.
How much does Kapture CRM cost?+
Kapture CRM is priced on request. Request a demo through App Advisor and we will ask the vendor for a written quote.
Does Kapture CRM offer a free trial or free plan?+
Kapture CRM does not advertise a free plan; ask the vendor for a trial or a guided demo.
Is Kapture CRM made in India?+
Yes. Kapture CRM is built by Kapture (Adjetter Media), headquartered in Bengaluru, Karnataka.
Who is Kapture CRM best suited for?+
Kapture CRM suits mid-market, enterprise buyers looking for crm software.
What are the best alternatives to Kapture CRM?+
Popular alternatives in crm software include Zoho CRM, Freshsales, LeadSquared. Use App Advisor's compare tool to see them side by side.
How is Kapture CRM deployed?+
Kapture CRM is available as a cloud (SaaS) product, with web access.
About Kapture (Adjetter Media)
Kapture (Adjetter Media) · Bengaluru, Karnataka · Founded 2011 · 1 product in our catalogue · Indian company
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