--- title: "Kapture CX Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Kapture CX Software - reviews, pricing plans, popular comparisons to other Customer Experience products and more." source_url: "https://www.capterra.com/p/266354/Kapture/" page_type: "product" language: "en" --- # Kapture CX Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 11, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Kapture CX ## What is Kapture CX? Kapture CX is a cloud-based, AI-native customer experience platform that connects customer support channels, workflows, and teams in one place. Businesses use it to manage tickets, automate repetitive tasks, and give support agents the context they need to resolve issues quickly. Kapture CX includes tools for omnichannel inbox management, self-service portals, agent assist, and real-time reporting. It also supports field service operations and integrates with existing business systems. The platform is best suited for large enterprises and fast-growing businesses that handle high volumes of customer interactions. Kapture CX serves industries such as banking, insurance, retail, e-commerce, and travel, and is used by customer service teams looking to standardize and scale their support operations. ## What is Kapture CX used for? [Customer Support](https://www.capterra.com/customer-support-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Help Desk](https://www.capterra.com/help-desk-software/) Top alternative Featured Overall rating Based on 40 user reviews Reviews sentiment Positive 78% Neutral 18% Negative 5% Starting price $39 Per User, Per Month Free trial not available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Kapture CX?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.kapture.cx&name=Kapture CX) ## Kapture CX Overview Updated September 2026 AI summary Kapture CX offers customer experience and support management for organizations of all sizes, combining ticketing, multi-channel communication, and workflow automation with reporting and analytics. Businesses can manage feedback, surveys, and service requests, while integrations and customizable options support varied needs. Deployment is available across web, cloud, and mobile platforms, with features for both operational visibility and agent productivity. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Kapture CX 4.2 (40) VS. [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting Price $39 Per User, Per Month Starting Price $15 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.4 (40) Ease Of Use 4.6 (1,768) Value For Money 4.2 (38) Value For Money 4.6 (1,518) Customer Service 4.3 (39) Customer Service 4.7 (1,537) ## Kapture CX alternatives [4.4 (4,090)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (3,472)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.2 (1,003)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting price $69.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/) [4.7 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/144040/Tidio-Chat/) [View all alternatives](https://www.capterra.com/p/266354/Kapture/alternatives/) ## FAQs about Kapture CX Overview ### Which roles and teams benefit most from Kapture CX? Kapture CX is most used by customer support, customer experience, and account management teams that handle service requests, case tracking, and faster issue resolution. Sales and business leaders use it to improve customer engagement and visibility, while IT, analysts, and consultants rely on it for workflow oversight, reporting, and operational efficiency. Answer based on 40 reviews Overview ### What company size and industries is Kapture CX built for? Kapture CX is built primarily for midsize businesses, which make up 46% of reviewers, with strong enterprise use at 31%. It serves retail, BFSI, travel, energy, and consumer durables, while reviewer adoption is highest in Health, Wellness and Fitness at 15%, followed by Leisure, Travel & Tourism at 10%. Answer based on 40 reviews Features and Usability ### What are the key features of Kapture CX? Kapture CX offers customer experience management, customer support, and conversation intelligence, with tools for lead capture and personalization. Its feature set also includes ticket management, live chat, chatbot, call routing, email management, CRM, reporting and analytics, workflow management, and access controls/permissions. Pricing ### How much does it cost and what fees or limitations are included? Kapture CX starts at $39 per user per month for the Essential plan, which includes 1000+ API integrations, Agent Assist, analytics, Customer 360, Knowledge Base, SLA & TAT management, side conversations, and ticketing. Professional and Enterprise pricing is not listed. Answer based on 3 reviews Integrations ### Which third-party tools and platforms does Kapture CX integrate with? Kapture CX integrates with CloudAgent, Limechat, Ozonetel, Knowlarity, and MyOperator for calling and ticketing, plus Microsoft Excel, Meta AI App, Tata Communications Kaleyra CCaaS, and WellSky Scheduling. These integrations cover telephony, messaging, scheduling, and spreadsheet workflows across customer support operations. Answer based on 8 reviews Getting Started and Support ### What training and onboarding options does Kapture CX offer? Kapture CX provides documentation and videos for training. Documentation offers written reference material for setup and feature guidance, while videos support visual, self-paced learning for teams reviewing product workflows and common tasks. Answer based on 1 reviews Getting Started and Support ### What customer support options does Kapture CX offer? Kapture CX provides Email/Help Desk, FAQ/Forum, Phone Support, and 24/7 Live Rep support. Users describe the support team as timely, quick, and helpful, and note that the help desk and service tools can improve ticket handling and training, though some advanced features may need more guidance. Answer based on 5 reviews ## Features AI summary Based on 3,742 Customer Experience reviews Capterra reviewers point to these as the top features buyers look for in Customer Experience software: - **Feedback Management** (**38%** of reviewers rated this feature as critical) - **Surveys & Feedback** (**46%**) - **Reporting/Analytics** (**43%**) Kapture CX supports all three features that reviewers rank highest: **Feedback Management**, **Surveys & Feedback**, and **Reporting/Analytics**. Together, these capabilities help businesses collect customer input, gather structured insights through surveys, and track trends with clear reporting, allowing teams to improve customer satisfaction and make better service decisions. Reporting/Analytics 4.5 (17) 70.59% of 17 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Email Management 4.6 (17) 52.94% of 17 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Contact Management 4.5 (15) 66.67% of 15 reviewers that rated this feature as important or highly important Manage, organize, and store contact information Support Ticket Management 4.5 (13) 84.62% of 13 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Interaction Tracking 4.5 (11) 36.36% of 11 reviewers that rated this feature as important or highly important Track interaction history by documenting conversations for contacts Live Chat 4.3 (9) 77.78% of 9 reviewers that rated this feature as important or highly important Ability to chat online in real time Kapture CX 64 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Calendar Management: Track and manage schedules and meetings via an integrated calendar - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Contact Management: Manage, organize, and store contact information - Conversation Intelligence: Recording, transcription, and analysis of sales calls for the purpose of training and generating insights - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer History: Access previous interactions or concerns to maintain customer relationships - Customer Support: Provide online support for your customers through live chat or help desk functionality - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Document Storage: Store and organize documents in a centralized system - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - Forecasting: Form predictions based on past and present data/trends - Interaction Tracking: Track interaction history by documenting conversations for contacts - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Lead Capture: Automatically identify and save contact information of potential customers - Lead Qualification: Score a lead on their quality or likelihood to buy based on certain behaviors - Live Chat: Ability to chat online in real time - Mobile Access: Access software remotely via mobile devices - Mobile Alerts: Notifications via mobile devices - Mobile Interface: A way of interacting with a mobile application using items such as windows, icons, and menus - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Data Collection: Collect information from multiple sources - Natural Language Processing: Process and analyze human language in text or audio form - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Personalization: Adjust communications based on previous interactions or personal preferences - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Quotes/Estimates: Generate quotes or estimates for customers - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Routing: Plan daily routes to optimize employee scheduling and provide directions - Segmentation: Group leads or contacts based on their specific characteristics - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Task Management: Create, manage and track all task activities and progression - Templates: Sample files or documents that could be customized as needed or used as is - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - User Management: Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.2 (39) 4.2 Based on 39 reviews ## Pricing Value for money 4.2 (38) [View pricing plan details](https://www.capterra.com/p/266354/Kapture/pricing/) Essential $39.00 Per User,Per Month It includes: - Ticketing System - 1000+ API integrations - Online support - Customer 360 - Analytics dashboard - Side Conversations - SLA & TAT Management - Knowledge Base - Agent Assist Professional Custom quote available It includes: - Ticketing System - 1000+ API integrations - Online support - Multilingual Support - 24x7 Support - Customer 360 - Advanced Analytics Dashboard - Side Conversations - SLA & TAT Management - Knowledge Base - Contextual SOP - Self-Serve - Ticket Deflection - FAQ Generation - Smart Routing - Agent Assist - Profanity detection - Magic reply - Auto ticket summary - Auto skillset - NLQ Enterprise Custom quote available It includes: - Ticketing System - 1000+ API integrations - Online support - Customer 360 - Analytics dashboard - Side Conversations - SLA & TAT Management - Agent Assist - Multilingual Support - 24x7 Support - Advanced Analytics Dashboard - Contextual SOP - Ticket Deflection - FAQ Generation - Smart Routing - Profanity detection - Auto ticket summary - Auto skillset - Knowledge Base - Magic reply - Self-Serve - NLQ - Internal Chat - Smart FAQ Search - Chatbot - Email Bot - Social Media Bot - Customer Persona Based Resolution - Agent co-pilot - Auto QA - CX load prediction Value for money 4.2 (38) 4.2 Based on 38 reviews ## Integrations [ Microsoft Excel](https://www.capterra.com/p/176574/Excel/)[ WellSky Scheduling](https://www.capterra.com/p/200120/AppointmentsEverywhere/)[ Ozonetel](https://www.capterra.com/p/241112/Ozonetel/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.3 (39) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.3 (39) 4.3 Based on 39 reviews ## User reviews Overall rating 4.2 Based on 40 reviews Filter by rating 5(22) 4(9) 3(7) 2(0) 1(2) Mentioned topic Sorted by most recent GK Gokul K. Consultant Consumer Services ### "Kapture has been a turning point for customer support automation" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 January 24, 2025 Customer support automation through Kapture has really helped us elevate Customer Service for us. It has helped us in some crucial junctures with respect to concerns in retail, which can get repetitive and complicated. Tools like voice support, omnichannel integration, self service, digital case management, and agent producitivity have given us a big advantage. Pros Kapture provides some great AI features that were never offered by the earlier vendors we had. The mature Gen AI features on the platform are very useful, considering the size of our company. Smart routing is especially a stand-out. Cons Could benefit from some in-app guidance for features that are a bit more advanced. Our agents usually pick up with training but the power users had to rely on the support team for help (their response has been timely and quick too!) Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) The versatility and efficiency that the AI features in Kapture offered weren't present in the earlier products. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Karandeep S. Customer Support Intern Consumer Goods ### "Scalable solution for all CX needs" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 January 23, 2025 Kapture CX has enabled us to streamline operations across multiple geographies, including regions with varying levels of operational maturity. The platform's scalability ensures that we can handle a large number of users effectively as we grow Pros Kapture was a standout vendor for us due to the feature rich platform and the willingness of the team to customize per our unique needs. The onboarding process was structured, and the team was committed to aligning with our pace, which is crucial when dealing with both mature and developing markets. Their support during the pilot phase and the flexibility to scale up made the implementation process seamless. Cons While the overall process was smooth, initial issues with commercials took some time to resolve. The product itself has little to no downtime, and we appreciate the ease of use of ticketing software. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. PV Paridhi V. Cx support executive Health, Wellness and Fitness ### "Kapture review" 3.0 Overall Rating 3.0 3.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 5/10 December 17, 2024 The initial phase was challenging, and it took about a month to fully understand everything. However, due to the absence of notification sounds, many emails are still exceeding the FRT. Pros there's nothing special, but it works smoothly. Cons The aspects I liked the least about Kapture are, first, the search option, and second, the absence of notification sounds. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. DG Divyanshi G. Analyst Computer Software ### "Helped in thorough ticket management" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 27, 2024 Pros Easy of ticket handling. The software is cost effective as well. Provide well managed architecture to tackle clients tickets. Cons The User interface could be better for improved user experience. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RK Raushan K. Analyst Information Technology and Services ### "An Expert Analysis" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 24, 2024 Pros Kapture is very useful and easy yo use mange to time easy and track the data soon and customer support is very high and humble Cons I love kapture dashboard and make comfortable work and mange the time Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SC Sumeru C. Reservations Escalations Executive Hospitality ### "It is a very feasible product" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 September 10, 2022 It has been a very good experience working with Kapture CRM. Work is more interesting because it is easily accessible. Pros The product is very easy to use. It is very good to use, reliable and easily understandable. Cons If any tickets are opened by any agent then we cannot make out who has left it in read. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. PD Prakash D. Executive Hospitality ### "Sweet and simple " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 5, 2022 Overall experience is wonderful for me easy and simple to work Pros Email structure , Formet , and easy to track any mail with the tickets numbers and placefull to follow up. Cons Some time the servel got lost but while calling the kapture team, work start immediately Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SE Saheb E A. Excutive Leisure, Travel & Tourism ### "Sweet and simple" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 5, 2022 Kapture CRM is very easy to use and it works very fine and fast it is very much helpful to find the tickets I like Kapture very much. Pros Very easy to use and helps us to customize as per our needs. Cons When we add the wrong email id it gets stuck and it takes time to get refresh. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MK Manisha Kumari M. Kapture Review E-Learning ### "Regarding the usablity of kapture" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 1, 2022 We are solving the query of the students via, Email, call and chat who are using our product. Pros Yes, features are very impactful for us. we also can get the daily report of the query we received on the kapture via, Email, call, and chat. Yes, the integration of my operator is very useful for us. Cons Sometimes, it gets slow despite of being a good internet connection. No, the integration of my operator with Kapture is quite useful and smooth. Alternatives considered [Tasks for Zendesk](https://www.capterra.com/p/202000/Tasks-app-for-Zendesk/) Reasons for choosing Kapture CX Because it is quite resonable and the service and feature they are providing is almost same as others. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AA Ali Asgar S. Executive Leisure, Travel & Tourism ### "Simple and Sweet" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 August 29, 2022 Overall it helps in segmenting the work and focus on being efficient Pros Most important aspect is the features to segment and provide customised individual access and overall very easy and customizable Cons Should foucs more on support, sometimes if relevant mail are in CC ticket doesn't generate Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/266354/Kapture/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Popular comparisons [LiveAgent vs Kapture CX](https://www.capterra.com/compare/102188-266354/LiveAgent-vs-Kapture) [Zendesk Suite vs Kapture CX](https://www.capterra.com/compare/164283-266354/Zendesk-vs-Kapture)