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The Voice Reality: 
Why the Most Important CX Moments Still Happen on the Phone

We've all heard that customer experience is moving away from voice. But as chatbots and artificial intelligence answer routine questions at scale, voice is becoming more important, not less.

Inside, discover why voice is the channel of last resort and most importance, where AI can fill in the gaps, and how to build a blended contact center. 

 

Download the whitepaper:

Inside, discover...

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A Voice Reality Check

  • Why voice usage surged after years of decline
  • Why 95% of enterprise AI pilots fail to deliver ROI
  • The Gen Z hold-time data that will surprise you
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The AI vs. Human Framework

  • Which interactions AI handles best — and which it still can't
  • The smart routing playbook that ends customer frustration
  • How to design seamless digital-to-voice escalation
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Practical Guidance

  • Real companies who do voice CX well + what sets them apart
  • Decision guides you can apply to your contact center immediately
  • Proven implementation strategies

The Guide Every CX and Contact Center Leader Needs

The Voice Reality whitepaper PDF

This report is for you if:

  You've moved your support operation digital-first, but customers are still falling through the cracks

You scaled back your call center to cut costs and are now seeing CSAT and retention suffer

Your chatbot or AI agent handles the easy stuff, but you have no clear plan for what happens when it fails

You believe voice is outdated,  but aren't sure what to do when customers demand to speak to someone

You're seeing more escalations, repeat contacts, and frustrated customers than your digital metrics suggest

You need to make the internal case for bringing voice back - or investing in it for the first time

The Voice Reality whitepaper PDF
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Voice Is Not Dead. It's Evolved.

The organizations that pulled back on voice didn't eliminate a problem — they created a new one. When customers face their most stressful, high-stakes moments, they don't want a chatbot. They pick up the phone.

At USAN, we believe the best CX strategy isn't voice or AI — it's knowing when to use each. This whitepaper is our guide to getting that balance right.

About Zendesk + USAN

Zendesk Contact Center is an AI-powered solution designed to remove the gaps between agents, systems, and channels — including voice. Trusted by over 100,000 organizations worldwide, Zendesk is the platform CX teams rely on to deliver faster, smarter resolutions at scale

USAN is an AWS Advanced Tier Partner specializing in Amazon Connect Customer, helping organizations bring the power of Amazon Connect voice into Zendesk. Together, Zendesk, Amazon Connect Customer, and USAN accelerate time to value and maximize ROI in your contact center.

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