Zendesk’s Momentum Shows Contact Centers are Racing to End Silos as Voice Volumes Climb
As AI agents take on more of the customer journey, voice remains a critical channel for customer service. Zendesk research shows voice still represents 40% of contact center volume and is growing, while 75% of contact center leaders say legacy technology prevents them from delivering a true omnichannel experience. In the agentic era, the phone line isn’t going away — businesses increasingly need AI to handle it natively.
That gap between rising voice demand and aging infrastructure is pushing contact centers to rethink how they operate. Businesses are looking for more integrated, AI-first service models that connect voice with the same context and customer history as digital channels. Demand for AI-native voice is growing. One year after Zendesk acquired Local Measure and launched a native voice solution within the Zendesk Resolution Platform, Zendesk Contact Center has seen strong market response, particularly among customers in the 250 – 750 agent segment....
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