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Kapture CX
by Kapture · Bengaluru, Karnataka · Since 2011
Enterprise customer support platform built in Bengaluru.
- Starting price
- Custom quote
- Agent-based, interaction-based or hybrid pricing
- Free trial / plan
- No free plan
- Demo on request; no self-serve trial listed
- Deployment
- Cloud
- Web
- App Advisor rating
- 4.4
- transparency & India fit
What is Kapture CX?
Kapture CX is a customer-support platform from Kapture, a company founded in 2014 by Sheshgiri Kamath and Vikas Garg with its head office in Bengaluru and further offices in Mumbai, Gurugram, Dubai and Coral Springs in Florida. It suits Indian consumer brands with large support desks: e-commerce, quick commerce, pharmacy, mobility and financial services. The named customers on its own pages include BigBasket, Tata 1mg, Netmeds and Namma Yatri, which tells you the volume it is built for. A ten-agent startup is not the target buyer.
The product now sits under a layer Kapture calls AgentOS. Vitos builds AI agents for voice, chat, email and social. Command decides where a human approves or takes over. Calibrate scores both bot and human conversations against SLAs, and Pulse lets managers query operational data. Underneath is a conventional agent suite with a unified inbox, intent and skill-based routing, predictive SLA alerts, auto-tagging, conversation summaries, side conversations and translation across 100+ languages.
Where it stands out for Indian buyers is the integration list. Exotel, Ozonetel, Knowlarity, Ameyo, Airtel and Tata Tele for telephony; Gupshup, 360dialog and Meta for WhatsApp; Razorpay, PayU, Paytm and PhonePe for payments; Unicommerce, Delhivery and Blue Dart for orders and shipping. The trust centre also maps controls to the DPDP Act 2023, RBI and SEBI directives, IRDAI cyber guidelines and CERT-In, which matters to BFSI teams going through vendor audits.
The weak points are transparency and commitment. There is no public price, no free plan and no self-serve trial. Pricing is agent-based, interaction-based or a hybrid, quoted after a demo, and contracts are annual or multi-year. Kapture's FAQ says refunds do not apply to downgrades or cancellations. If you want to test before signing, Freshdesk or Zoho Desk let you start in minutes; choose Kapture when your volumes and compliance needs justify an enterprise sales cycle.
What works well
- +Deep Indian telephony coverage including Exotel, Ozonetel, Knowlarity, Ameyo and Airtel connectors
- +WhatsApp support through Gupshup, 360dialog, Meta, Haptik and Yellow integrations
- +Trust centre maps controls to DPDP Act 2023, RBI, SEBI, IRDAI and CERT-In guidance
- +Holds ISO 27001, SOC 2 Type II and ISO/IEC 42001 for AI management
- +Predictive SLA and queue alerts warn supervisors before deadlines are breached
- +Onboarding, training and a dedicated success manager are included in the price
- +States that customer data is not used to train its AI models
What to watch out for
- −No published prices, so budgeting requires a sales demo and a quote
- −No free plan or self-serve free trial is offered on the pricing page
- −Contracts are annual or multi-year, which locks in smaller teams
- −Refunds are not given on downgrades or cancellations, per the pricing FAQ
- −Platform scope and AgentOS terminology add learning overhead for simple helpdesk needs
Best suited for: Indian e-commerce, pharmacy and quick-commerce brands handling high ticket volumes · BFSI support teams that must evidence RBI, SEBI, IRDAI or DPDP compliance · Contact centres already on Exotel, Ozonetel, Ameyo or Knowlarity telephony · Enterprises wanting AI agents with human approval and quality auditing built in
Kapture CX at a glance
Analysing Kapture CX — pricing, features, reviews and alternatives…
Generated by App Advisor's native engine from this listing's verified data — not a paid placement.
Kapture CX features
Researched from Kapture CX's official product pages · updated October 2026.
Ticketing and routing
- Unified inbox for email, chat, social and voice
- Smart routing by intent, sentiment, priority and skill
- Automatic ticket tagging by product, issue type and sentiment
- Predictive SLA and queue alerts
- Side conversations with teammates or vendors
- Customer 360 history view
AI agents (AgentOS)
- Vitos agent builder for voice, chat, email and social
- Command layer for human approval and takeover
- AI reply drafting and multi-step task execution
- Conversation summaries
- Real-time sentiment analysis
- Two-way translation across 100+ languages
Quality and analytics
- Calibrate scoring of agent and bot conversations against SLAs
- AI quality audits that flag coaching moments
- Pulse operational intelligence queries
- Live dashboards and custom reports
Security and access
- AES-256 encryption at rest and TLS 1.2+ in transit
- Role-based access, SSO and MFA for admin access
- PII masking, tokenisation and anonymisation
- Tamper-resistant audit logs and SIEM alerting
- Logical tenant isolation
AI capabilities
- No-code AI agent builder (Vitos)
- Human-in-the-loop approvals (Command)
- Automated conversation quality scoring (Calibrate)
- Auto-tagging, summaries, sentiment and translation
Kapture CX pricing (INR)
SourceEvery edition as published by the vendor. Prices exclude GST unless stated. Full Kapture CX pricing breakdown
- • No public plan prices. The pricing page lists Self-Serve, Agent Suite, Insights and Employee Experience, each with a Request Pricing button.
- • Cost depends on number of users, interaction volume, AI modules and add-ons; enterprises can choose agent-based, interaction-based or hybrid models.
- • Contracts are annual or multi-year; volume and multi-year discounts are available for large enterprises.
- • Users, channels or AI features can be added or removed, but refunds do not apply to downgrades or cancellations.
- • Most integrations, onboarding, training and a dedicated success manager are included. Multi-currency billing is supported.
Buying for a team? App Advisor can get you a volume quote and any partner discount available.
Integrations, security & India
Integrations
- Salesforce, HubSpot, Zoho, Zendesk, Freshdesk, Jira
- Exotel, Ozonetel CloudAgent, Knowlarity, Ameyo, Twilio, Genesys
- WhatsApp via Gupshup, 360dialog, Meta, Haptik, Yellow
- Shopify, Magento, WooCommerce, Unicommerce
- Delhivery and Blue Dart
- Razorpay, PayU, Paytm, PhonePe, PayPal
- SAP, Oracle, Microsoft Dynamics 365
Security & compliance
- AES-256 at rest, TLS 1.2+ in transit, key rotation
- VAPT by CERT-In-empanelled auditors and a responsible disclosure programme
- Quarterly access reviews and automated off-boarding
- Customer data not used to train AI models
For Indian businesses
- Head office is in Bengaluru, with Indian offices in Mumbai and Gurugram.
- Integrates with Indian telephony (Exotel, Ozonetel, Knowlarity, Ameyo, Airtel, Tata Tele) and payments (Razorpay, PayU, Paytm, PhonePe, RuPay).
- Trust centre references DPDP Act 2023, RBI, SEBI, IRDAI and CERT-In guidelines; VAPT done by CERT-In-empanelled auditors.
- Named Indian customers include BigBasket, Tata 1mg, Netmeds and Namma Yatri.
Trust, compliance & who uses Kapture CX
1,000+ enterprises (vendor claim)
Customers
60+
Countries
2014
In business since
Certifications & compliance
- ISO 27001 Source
- SOC 2 Type II Source
- ISO/IEC 42001:2023 — AI management system Source
- DPDP Act 2023, GDPR, HIPAA — Frameworks the vendor states it complies with Source
Each claim links to the vendor's own published statement. Always confirm current certificate validity directly with the vendor.
Kapture CX timeline — releases & milestones
Is Kapture CX the best choice for you?
Best choice if you are…
- Indian e-commerce, pharmacy and quick-commerce brands handling high ticket volumes
- BFSI support teams that must evidence RBI, SEBI, IRDAI or DPDP compliance
- Contact centres already on Exotel, Ozonetel, Ameyo or Knowlarity telephony
- Enterprises wanting AI agents with human approval and quality auditing built in
Look elsewhere if you are…
- Small teams wanting a free or low-cost helpdesk they can set up themselves (compare Freshdesk or Zoho Desk)
- Buyers who need monthly, cancel-anytime billing
Still comparing? Get an unbiased shortlist and demos arranged for free.
Sources (6) · updated October 2026
Specifications
- Category
- Helpdesk software, AI chatbots
- Vendor
- Kapture
- Headquarters
- Bengaluru, Karnataka
- Founded
- 2011
- Pricing model
- Quote-based
- Starting price
- Custom quote · Agent-based, interaction-based or hybrid pricing
- Deployment
- Cloud
- Platforms
- Web
- Best for
- Mid-market, Enterprise
- Made in India
- Yes
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Kapture CX — frequently asked questions
How much does Kapture CX cost in India?+
Kapture CX does not publish prices. Every deal is quoted after a demo, based on the number of agents, interaction volume, the AI modules you pick and any add-ons. Enterprises can choose agent-based, interaction-based or hybrid pricing. Contracts run annually or for several years, and Kapture offers volume and multi-year discounts. Ask for the quote with GST shown separately so you can compare it with Freshdesk or Zoho Desk.
Does Kapture CX have a free plan or free trial?+
No. Kapture CX has no free plan, and its pricing page does not offer a self-serve free trial. The route in is a sales demo through the Request Pricing or demo forms. If you need to try a helpdesk hands-on before talking to sales, Freshdesk and Zoho Desk both offer free tiers. Kapture is aimed at enterprises that run a proper evaluation with the vendor.
Can I cancel or downgrade a Kapture CX contract?+
You can add or remove users, channels and AI features on Kapture CX during the contract. However, Kapture's pricing FAQ says refunds do not apply to downgrades or cancellations, and contracts are annual or multi-year. Before signing, size your agent count carefully, and ask for a smaller first-year commitment or a pilot clause if you are unsure about volumes.
Kapture CX vs Freshdesk: which is better for an Indian business?+
Freshdesk publishes prices, has a free tier and suits small to mid-size teams that want to set up quickly. Kapture CX is quote-only and built for large support operations, with deeper Indian telephony connectors such as Exotel, Ozonetel and Ameyo, AI agents with human approval, and compliance mapping to RBI, SEBI and IRDAI. Pick Kapture for high-volume, regulated desks and Freshdesk for simpler needs.
Is customer data safe on Kapture CX?+
Kapture CX holds ISO 27001 and SOC 2 Type II certifications and ISO/IEC 42001 for AI management. Data is encrypted with AES-256 at rest and TLS 1.2 or higher in transit. It offers SSO, MFA, role-based access, PII masking and tamper-resistant audit logs. Penetration tests are done by CERT-In-empanelled auditors, and Kapture says customer data is not used to train its AI models.
Does Kapture CX comply with India's DPDP Act?+
Kapture's trust centre lists India's Digital Personal Data Protection Act 2023 among the frameworks it complies with, alongside GDPR and HIPAA. It also references RBI and SEBI directives, IRDAI cybersecurity guidelines and CERT-In guidance. For a BFSI deployment, ask Kapture CX for its audit reports and data residency details during procurement, as the public page does not name specific hosting regions.
Does Kapture CX integrate with WhatsApp and Indian call providers?+
Yes. Kapture CX lists WhatsApp connectors through Gupshup, 360dialog, Meta, Haptik and Yellow, and telephony integrations with Exotel, Ozonetel CloudAgent, Knowlarity, Ameyo, Airtel, Tata Tele Services, Twilio and Genesys. It also connects to Razorpay, PayU, Paytm and PhonePe, and to Unicommerce, Delhivery and Blue Dart for order and shipping lookups. Kapture says it can build new integrations on request.
What AI features does Kapture CX offer?+
Kapture CX bundles AI under AgentOS. Vitos builds AI agents for voice, chat, email and social; Command sets where a human must approve or take over; Calibrate scores bot and agent conversations against SLAs; and Pulse answers questions on operational data. The agent desk adds AI reply drafts, auto-tagging, conversation summaries, sentiment detection and translation across more than 100 languages.
How long does Kapture CX take to set up, and what support is included?+
Kapture CX does not publish a standard go-live timeline, because deployments depend on channels, integrations and AI workflows. Its pricing page says onboarding, training and a dedicated customer success manager are included in the contract, and most integrations are covered too. Kapture has Indian offices in Bengaluru, Mumbai and Gurugram, so local support and on-site sessions are practical for Indian enterprises.
Who uses Kapture CX in India?+
Kapture CX names BigBasket, Tata 1mg, Netmeds, Namma Yatri and Stanley Black & Decker among its customers, and claims more than 1,000 enterprise deployments across 60+ countries. The company was founded in 2014, is headquartered in Bengaluru and raised an 8 million dollar Series A in 2023. Its customer base leans towards high-volume consumer businesses rather than small firms.
What is Kapture CX?+
Kapture CX is helpdesk software by Kapture, an Indian company from Bengaluru. Enterprise customer support platform built in Bengaluru.
How much does Kapture CX cost?+
Kapture publishes: Custom quote · Agent-based, interaction-based or hybrid pricing. Confirm current plans and taxes on the official pricing page.
Does Kapture CX offer a free trial or free plan?+
Kapture CX does not advertise a free plan; ask the vendor for a trial or a guided demo.
Is Kapture CX made in India?+
Yes. Kapture CX is built by Kapture, headquartered in Bengaluru, Karnataka.
Who is Kapture CX best suited for?+
Kapture CX suits mid-market, enterprise buyers looking for helpdesk software with ai chatbots.
What are the best alternatives to Kapture CX?+
Popular alternatives in helpdesk software include Freshdesk, Zoho Desk, Freshservice. Use App Advisor's compare tool to see them side by side.
How is Kapture CX deployed?+
Kapture CX is available as a cloud (SaaS) product, with web access.
Guides that mention Kapture CX
About Kapture
Kapture · Bengaluru, Karnataka · Founded 2011 · 1 product in our catalogue · Indian company
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