The Direct Path to an Agentic Contact Center: Modernising Voice for the AI Era
18 November | 1PM AEDT
Discover how forward-thinking organisations are dropping the "integration tax" and eliminating siloed data once and for all. In this exclusive live APAC deep-dive, you’ll see exactly how to deploy 24/7 policy-aware Voice AI Agents and seamlessly transition high-stakes voice calls into live visual resolutions—all from a single, unified workspace that protects revenue and scales your operations.
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.
What We Will Cover
• 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.
From Friction to Effortless Resolution
During this broadcast, our Solutions Consultant will run a live, end-to-end simulation of a complex customer journey. You will witness exactly how Zendesk Copilot listens to live calls to provide real-time agent suggestions, how supervisors automate 100% of call reviews via AutoQA, and how the entire system self-optimizes to close operational gaps.
Speakers
Jonathan Barouch
Jonathan is the VP & GM of Contact Center at Zendesk. In May 2025, Zendesk announced the completion of the acquisition of Local Measure, a leading CCaaS (Contact Center as a Service) and advanced voice solutions provider, a company Jonathan founded and led. The integration brought together digital and voice channels within a single intelligent platform, Zendesk Contact Center.
Today, Jonathan continues to drive our mission to power exceptional service for every person on the planet. By delivering scalable, secure, and flexible AI-powered voice and CCaaS solutions, he ensures businesses can boost efficiency and deliver fast, personalized support.
Daniel Hewitt
Daniel Hewitt is the Senior Platform Architect for Contact Centre at Zendesk, with 15 years of hands-on experience spanning frontline agent to Operations Manager and AWS/Amazon Connect systems integrator. He specialises in bridging the gap between complex engineering and real-world business value, helping APAC organisations deploy effortless, next-generation customer and agent experiences. When he isn't architecting modern contact centers, he's working out, spending time with family, or building his latest Lego set.
Proven Value. Global Leadership.Named a 2025 Gartner® Magic Quadrant™ Leader
Zendesk has been recognized as a Leader for CRM Customer Engagement Centers, celebrated for its robust AI capabilities and singular focus on end-to-end resolution.
301% Total ROI: A commissioned study by Forrester Consulting shows that composite enterprise customers achieve a 301% ROI over three years, with full payback in less than 6 months.
In Partnership With:
