Leader in Help Desk; Recognized for Innovation and Excellence in AI-Driven Customer Experience
17th Dec 2024 – Kapture CX has once again made waves in the customer experience landscape, earning 36 new badges in the Winter 2025 G2 Reports and moving up ranks in over 50 categories. Recognized as a Leader in the Grid® Report for Help Desk and Asia Pacific Regional Grid® Report for Help Desk, as well as in the Asia Regional Grid® Report for Customer Self-Service, Kapture CX continues to solidify its position as a go-to solution for businesses seeking transformative CX solutions.
In addition to these recognitions, Kapture CX was named a Momentum Leader across key categories, including Field Service Management, Help Desk, Social Customer Service, and Customer Self-Service. Further highlighting its customer-centric focus, the platform achieved the Highest User Adoption in the Implementation Index for Complaint Management.
These accolades were driven by exceptional customer reviews and innovative product direction, earning Kapture CX a 9.3/10 in Overall Impression – Product Direction, positioning it well above competitors.
“Being at the forefront of customer experience in the AI era is a responsibility we take seriously,” said Vikas Garg, Chief Product Officer at Kapture CX. “At Kapture, we have invested heavily in integrating Gen AI as the foundation of our help desk solution, not as an afterthought. This differentiation, coupled with our revolutionary Self-Serve 2.0 and the addition of voice bots, has set us apart and driven meaningful impact for our customers.”
Kapture CX’s AI-driven solutions, particularly its Self-Serve 2.0, have redefined the self-service category. The platform’s upgraded self-service features offer unparalleled usability and efficiency, elevating the customer experience. The newly introduced voice bot, designed to streamline customer interactions, has also garnered overwhelming positive feedback from users.
Customer Reviews Highlight Transformative Impact
Tariq A., Team Leader at a small business:
“For the past three years, we’ve relied on Kapture’s services, and the experience has been exceptionally seamless. Downtime has been minimal, often just a matter of minutes. Live tracking performance, response time, and MTD numbers have made our operations more efficient.”
Shivangi M., Manager of Customer Service and Operations at an enterprise organization:
“Kapture CX is helping us with auto-categorization of tickets and Auto QA, providing unbiased auditing and better understanding of tickets. The platform is incredibly user-friendly, and the team’s support has made our work much easier.”
Winter 2025 Badges Earned by Kapture CX
- Leader:
- Grid® Report for Help Desk
- Asia Pacific Regional Grid® Report for Help Desk
- Asia Regional Grid® Report for Customer Self-Service
- High Performer:
- Grid® Report for Customer Self-Service
- Grid® Report for Live Chat
- Grid® Report for Social Customer Service
- Momentum Leader:
- Momentum Grid® Report for Field Service Management
- Momentum Grid® Report for Help Desk
- Momentum Grid® Report for Social Customer Service
- Momentum Grid® Report for Customer Self-Service
- Highest User Adoption:
- Implementation Index for Complaint Management
Recognition and Continuous Improvement
Kapture CX’s performance reflects its commitment to continuous improvement, climbing ranks in over 50 reports. This trajectory demonstrates a clear focus on delivering innovation and value to customers worldwide.
About Kapture
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. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.
Author
Navneet Kaur
Manager- Marketing
