Capacity has acquired DevRefactory, a customer experience software company founded in 2020, in a transaction advised by Tampa-based Hyde Park Capital. Financial terms were not disclosed.
DevRefactory’s software manages customer interactions across voice, chat, web and social channels, allowing companies to move conversations between platforms without losing context. The company also provides managed services to support implementation and ongoing optimization.
Capacity, based in St. Louis, said the acquisition expands its platform, which is used by more than 20,000 organizations to automate customer support across channels.
“The DevRefactory team has built an incredible business in the telecom space and this acquisition allows us to scale that innovation across the entire Capacity platform,” Marcus Alexander said in a statement.
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DevRefactory co-founder James Ramey said the company drew acquisition interest before selecting Capacity to expand its platform and reach a broader customer base.
Hyde Park Capital advised DevRefactory on the sale, with Shumaker, Loop & Kendrick serving as legal counsel.
The firm’s latest IT services market analysis shows a broader shift in enterprise technology, as companies move away from separate tools for each communication channel and toward integrated platforms that combine automation, data and workflow.
That shift is driving acquisition activity across IT services, with buyers targeting companies that can scale across customers and reduce the complexity of fragmented systems.
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