Customer Contact Week Las Vegas
Join ASAPP at CCW Las Vegas, June 22–25 at Caesars Forum. On June 24, attend our session — Voice AI Is Here. What Enterprise Contact Centers Are Learning Running It for Real — and hear what enterprise voice transformation actually looks like once AI is handling real volume: how routing changes, how human roles evolve, and what it takes to reach reliable execution at scale. Then stop by Booth #1127 to see the ASAPP Customer Experience Platform in action and meet the team.
Experience the Agentic Enterprise in Las Vegas
About the event
Customer Contact Week (CCW) Las Vegas is the world's largest customer contact event, bringing together thousands of CX, contact center, and customer service leaders. Over four days at Caesars Forum, attendees explore the latest innovations in AI, automation, workforce management, and customer experience technology. With 2,300+ expected attendees, CCW Las Vegas is where the industry sets its agenda for the year ahead.
Voice AI Is Here. What Enterprise Contact Centers Are Learning Running It for Real
Chris Arnold, VP of CX Strategy — Seth Marlowe, Director of Strategic Accounts
Wednesday, June 24 | 1:45 PM – 2:30 PM
Most contact centers have run a voice AI pilot. The harder question is what comes once AI is handling real volume, agents are working differently, and leadership wants proof it's working.
ASAPP will share what enterprise voice transformation looks like on the ground: how routing changes, what happens to workforce roles, where things break, and what it takes to reach reliable execution at scale.
You'll leave with a clear picture of how to keep service stable as AI takes on more volume, how to bring your human teams along, and how to measure what actually matters.
What We'll Cover:
- How ASAPP introduces AI into live enterprise voice operations without disrupting service stability
- What changes in routing logic, escalation paths, and how agents spend their time
- How human oversight works in practice and why it matters more as call volume grows
- The metrics that tell you something real about performance versus the ones that just tell a good story
This session is perfect for teams planning their voice deployment and teams already in the thick of it who want to run voice AI better.
Meet the Team
Prior to ASAPP, Chris spent 20 years leading contact center strategy and technology implementation for Verizon and Alltel, leading staff operations, and managing desktop automation and augmentation.
Seth Marlowe is Director of Strategic Accounts at ASAPP, bringing over 25 years of experience helping organizations—from startups to Fortune 10s—transform customer experiences through innovative technology. A seasoned sales and customer success leader, Seth is ASAPP’s Account Director for American Airlines and works closely with Anshuman and other executives to maximize business outcomes through their use of generative AI. On a personal note, Seth is also a published author and frequent speaker on leadership, growth, and navigating change in both business and life.
Justin currently leads the Solutions Engineering team as ASAPP. He has spent 14 years in CX, with previous experience at Liveperson and IBM. Justin brings a wealth of knowledge on how to make sure your tech stack is set up to help you create the experiences your customers deserve.
What can ASAPP do for you?
GenerativeAgent® is the most capable customer service AI agent you’ve ever met. It resolves complex customer issues on its own over voice or chat. Using an innovative human-AI collaboration model, if it gets stuck, it asks a human for help - without making the customer start over.
Faster service for your customers
GenerativeAgent is on duty 24/7 and scales instantly to meet demand.
First contact resolution
Shorter queues for your agents
Save your human agents for higher-value interactions.
Self-service increase
Lower costs for your contact center
Gain limitless capacity to serve customers without increasing costs.
Cost reduction per chat
