Joshua Lachter

Overcoming digital chat platform issues - fragmented journeys, lack of adaptability, and ineffective AI. Learn how ASAPP’s AI-native solutions enhance customer experiences and efficiency.

Choosing the right CX software can be difficult. Learn how to think about choosing between a best-of-breed digital channel solution vs. an omnichannel solution.

This blog post defines voice analytics and describes its benefits for the contact center. Then, it walks through various use cases for voice analytics. Finally, it prescribes a framework for thinking through acquiring technology to improve your analytics.

After call work (ACW) plays a crucial role in CX: ensuring accurate record-keeping, compliance with regulations, and follow-up actions after customer interactions. It's critical work that agents take to maintain high-quality customer service standards. 

Average Handle Time (AHT) is a key contact center metric that measures the average time of a customer interaction. In this blog we show you how to calculate & discuss impacts reducing AHT can have.

To deliver exceptional customer experiences at scale, it's critical to recognize the indispensability of accurate, fast, automated transcription. This foundational capability empowers contact centers to make well-informed decisions, boost operational efficiency, and provide unmatched customer satisfaction.

Excellent, automatic transcription is mission-critical for digital CX transformation. This article walks you through everything you need to look for to ensure you are building the best foundation for your contact center.

The importance of highly accurate, fast, and automated transcription cannot be overstated. It enables organizations to unlock invaluable insights from customer interactions and is the bedrock for effectively leveraging AI technologies.

We are thrilled to announce a revolutionary new product, GenerativeAgent™, which automates what was previously impossible to automate with our fully conversational generative AI voice and chat agent.

Customers change fast. Contact centers don’t. That’s precisely where summarizations can help. The integration of generative AI summarization solutions into customer experience strategies represents a transformative leap forward for the CX industry. Here’s what to consider when choosing a summarization solution that aligns with your needs.

The insights gained from a modern transcription + summary solution are invaluable in shaping your broader AI strategy. They provide a blueprint for identifying which areas of your business can benefit most from AI, helping to prioritize future projects. This strategic approach ensures that each step of your AI journey is aligned with your business objectives, maximizing the return on your AI investments.

Creating effective and insightful summaries of customer interactions is essential but it’s not easy to do. Read the top 8 things standing in your way.