Kapture Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines the CRM customer engagement center (CEC) as a cohesive set of software built around core case management tools, dedicated to providing customer service and support by engaging with customers, and intelligently orchestrating the processes, data, systems, and resources of an organization. CRM CEC is a key software platform used in delivering end-to-end customer service and support experiences. It enables customers to engage and interact with an organization as well as for the organization to orchestrate its internal and external processes and resources to fulfill the customer’s expected outcome.

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CRM Customer Engagement Center

Kapture CX

Kapture

Senior Officer

Excellent support by Kapture its well versed with current problems that nbfc's face presently and is quite good at it, however there are few areas that they might or can work upon

50M - 250M USD

<50M USD

250M - 500M USD

3B - 10B USD

30B + USD

500M - 1B USD

1B - 3B USD

Quality Analyst

I have been using Kapture CRM from 2 years now I have a very good experience of working on it. We were using our inhouse software in which there were daily issues due to which our company was looking for an alternative. I was involved in implementing the software. Its a good CRM as it helped us to integrate the knowlarity within the CRM itself and the agents are now able to connect on call with out dialing the number from another tab. Earlier we used to transfer the tickets to other departments  where other teams were not responsible to reply the client ( email/chat ticket) and whenever client followup for the update there was delay.Kapture allowed to create a sub ticket and transfer it to lets say accounts team and the original ticket is with the agent to whom it was assigned, Agent can now check the status of subticket and provides the update to client so this is the feature which helped us in enhancing the customer experience  in terms of timely updates. There is a feature of ticket history where we can see all the activities of the ticket along with user email and time stamp however to access the ticket history you need to click on a tab named as chat/email history and shows all the activities there however showing the activities on chat window itself would have been more helpful. Support is really good from the team whenever there is a issue in the CRM you just higlight it and you will get a response within  minutes. There are several issues but can be managed or resolved as support is good and if you are looking for cost effective and efficient, this one is the best.

Presales consultant

The UI is smooth and interactive . We use this software to raise our tickets.These tickets are for product related challenges one might face.I really like their customer support as it is prompt and efficient.

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Kapture is an enterprise-grade AI powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. Kapture’s teams and technology are built ground up with a core focus on “the customer”. Built around hyper-personalization, Kapture brings context and intelligence to every resolution while keeping it extremely personalized making every customer feel valued and every resolution unique. 

With expertise in four key industry verticals: Retail (offline + ecommerce), BFSI, Travel, and Consumer durables (consumer goods and appliances), Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Kapture is an Enterprise-grade SaaS based omnichannel customer experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. 
Kapture√¢‚Ç¨‚Ñ¢s teams and technology are built ground up with a core focus on √¢‚Ç¨≈ìthe customer√¢‚Ç¨¬ù. Built around hyper-personalization, Kapture brings context and intelligence to every resolution while keeping it extremely personalized making every customer feel valued and every resolution unique. 

With expertise in four key industry verticals: Retail (offline + ecommerce), BFSI, Travel, and Consumer durables (consumer goods and appliances), Kapture today is helping 1000+ businesses  in 16 countries create wonderful customer experiences and empowers them at scale.

Kapture is an enterprise-grade SaaS based omnichannel customer experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. Kaptureâs teams and technology are built ground up with a core focus on âthe customerâ. Built around hyper-personalization, Kapture brings context and intelligence to every resolution while keeping it extremely personalized making every customer feel valued and every resolution unique. 

With expertise in four key industry verticals: Retail (offline + ecommerce), BFSI, Travel, and Consumer durables (consumer goods and appliances), Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences and empowers them at scale.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Smooth UI Enhances Ticket Management for Product Challenges

Critical Review

Kapture suitable for chat & Email

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