AI software provider expands capabilities for enterprise contact center operations with new oversight and flexibility features.
The Gist
Platform enhancements launched.ASAPP released new features for its GenerativeAgent Platform.
Operational and technical focus.Updates provide stronger oversight and more flexibility for both operational leaders and technical builders.
Enterprise CX transformation. Contact center executives can improve quality, compliance and efficiency as AI agents scale within their organizations.
ASAPP announced major updates to its GenerativeAgent Platform on Sept. 16. The New York-based company's enhancements focus on providing enterprise contact centers with improved tools for building, deploying and governing AI agents.
According to company officials, the platform now delivers new workflows that give operational leaders stronger oversight capabilities while providing technical builders with greater flexibility. The company states that its GenerativeAgent solution is currently deployed across Fortune 100 enterprise contact centers.
Impacted Audiences for GenerativeAgent Platform
Contact center operational leaders
Technical builders and developers
Enterprise customer experience executives
Industry Context: Generative AI Cuts Call Times and Drives Proactive CX
Contact centers have become ground zero for mainstream AI adoption as businesses seek to transform customer interactions from cost centers to strategic assets.
AI-powered solutions are rapidly reshaping contact center operations, with 64% of centers already deploying agent-assist technology. Organizations implementing these tools report up to 30% decrease in handling times, reducing 10-minute calls to about 7 minutes.
The market is shifting from reactive to proactive service models where AI anticipates customer needs before problems arise. According to industry reports, workflow automation, personalization through predictive analytics, and AI-powered chatbots are enabling human agents to focus on complex issues requiring emotional intelligence.
ASAPP, a New York-based AI software developer for contact centers, has been expanding its GenerativeAgent platform capabilities. In July, the company added features focused on improving accuracy and control in AI-automated conversations, including human review mechanisms, monitoring tools and simulation environments. The company positions itself in the enterprise customer experience sector, primarily serving telecommunications, financial services and utilities companies with high-volume contact centers.
Built from a decade of innovation inside mission-critical contact centers, the GenerativeAgent Platform has grown from a promise to proven enterprise reality in 2025. It's like a storefront for every customer interaction - open 24/7, delivers consistent, high-quality service, and gets smarter with every conversation.
- Devidas Desai, SVP product management at ASAPP
ASAPP Platform Capabilities
The platform enhancements target both operational and technical teams:
Capability
Description
Quality assurance monitoring
Tools for reviewing flagged conversations to ensure quality at scale
Simulation environment
No-code scenario testing to safely validate changes before deployment
Real-time dashboards
Performance reporting to measure GenerativeAgent impact
API integration hub
Simplified workflow connections and system orchestration
Pre-built connectors
Integration with CRM, CCaaS, telephony, chat and knowledge systems
Multi-agent voice configuration
Support for voice-based AI agent deployments
Knowledge base configuration
Streamlined setup of knowledge bases, tasks and rules
ASAPP’s “Optimizing GenerativeAgent” workflow: a continuous improvement loop that allows teams to observe performance, diagnose issues, implement changes, test those changes in simulation, and safely deploy updates — enabling enterprise-grade governance, agility, and confidence in AI agent deployments.
ASAPP Background
ASAPP targets enterprise customer experience and operations leaders with AI-driven software designed to optimize contact center performance.
AI Contact Center
The company offers AI-powered solutions for contact centers, including agent assistance, automation and analytics. Its platform leverages natural language processing and machine learning to enhance agent productivity and improve customer interactions. Solutions are designed to integrate with existing enterprise systems and support both voice and digital channels.
Market Focus
The company positions itself as a provider to large enterprises across sectors such as telecommunications, financial services and travel. Typical customers include organizations with high-volume customer engagement needs. ASAPP asserts that its technology can drive operational efficiency and customer satisfaction, targeting decision-makers in customer experience, operations and IT.
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About the Author
Dom Nicastro is editor-in-chief of CMSWire and an award-winning journalist with a passion for technology, customer experience and marketing. With more than 20 years of experience, he has written for various publications, like the Gloucester Daily Times and Boston Magazine. He has a proven track record of delivering high-quality, informative, and engaging content to his readers. Dom works tirelessly to stay up-to-date with the latest trends in the industry to provide readers with accurate, trustworthy information to help them make informed decisions. Connect with Dom Nicastro:
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