The AI Paradox: Why Your Voice Channel is More Critical Than Ever

 Automation has always held massive promise, but legacy architectures have failed to reach the last mile. While digital channels successfully deflect routine tier-0 queries, they have created an unintended consequence: the hardest, most nuanced, and highest-friction problems are being pushed directly to your voice channel. In fact, according to our latest research, voice volume has increased by 24% as customers seek empathy, urgency, and human accountability.

When your contact center operates on a fragmented "franken-stack" of disconnected tools, context is lost during escalations. Customers are met with long hold times and forced to repeat their issues to a blind agent, resulting in a frustrating "Start from Zero" experience that erodes brand trust. Real progress does not come from layering more isolated point-solutions. It comes from radical simplification.
 
Join us on 18th November for an exclusive APAC deep dive into Zendesk Contact Center. Discover how to collapse the walls between voice, digital channels, AI, and Workforce Engagement Management (WEM) to deliver continuous, compounding resolution outcomes.

Key Takeaways

During our Virtual Fireside Chat, we'll explore how to:

• The Newly Launched Native Workspace: Get an exclusive look at the brand-new Native Contact Center workspace, featuring an updated call console, single sign-on (SSO), and native multi-party call controls built directly into the agent interface.
• Agentic Voice AI: Learn how 24/7 Voice AI Agents can hold human-like, policy-aware conversations to resolve complex inquiries autonomously, handing off to live experts with full context and zero data loss when needed.
• Multimodal Visual Experiences: See how agents can instantly pivot a standard conversation into a live browser-based video call or screen-sharing session to diagnose complex issues visually and maximize First Contact Resolution (FCR).
• The Power of the AWS Alliance: Discover how our strategic collaboration with AWS brings gold-standard cloud telephony, enterprise-grade data security, and simplified single-vendor billing on one contract.
  
  

Headlining Text

• Roads? Where we're going...
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• Don't get left in the dust. 
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• August 27, 2026 · 2:00 PM AEST · Virtual Fireside Chat
  
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