22 - 23 March 2027 | Royal Randwick Racecourse Sydney, Australia
The premier ANZ platform where customer contact leaders
shape the future of service and experience.
Closing the trust gap with multimodal service
Closing the Trust Gap with Multimodal Service explores how modern contact centres can use voice, video, screen sharing, images and text to make customer service faster, more contextual and easier to resolve.
The whitepaper argues that traditional voice- and messaging-only support often leaves agents guessing what customers are experiencing, particularly when issues involve digital platforms, device configuration, account setups or multi-step processes. Multimodal service allows customers to show the problem rather than simply describe it, helping agents understand and resolve issues more effectively. It explores how multimodal service—combining voice, video, screen sharing, images and text—can help contact centres resolve customer issues faster. It highlights how integrated AI and customer context can reduce guesswork, empower agents and create more seamless customer experiences.
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