What is Multimodal Communication & Why Your Workforce Needs It in 2025

Understanding ‘Multimodal’

Multimodal communication is about seamlessly integrating various communication channels into a unified platform, empowering employees with a toolkit they can use to address customer needs in real-time. Connect with customers via:

• Phone calls
• Video meetings
• Instant messaging
• Screen sharing
• And more!

These multimodal options work across a mix of devices – from traditional desktop and mobile devices to industry-specific devices such as DECT phones in hospitality settings or HiMed Bedside Terminals in healthcare organizations.

Think of it as equipping your workforce with a Swiss Army knife of communication tools, each designed for a specific purpose and ready to be used at a moment’s notice.

Why Multimodal Matters

• Breaking Down Silos: Multimodal communication bridges the gap between teams, knowledge workers, and back-office staff. It enables instant access to experts, information, and support, fostering a more collaborative work environment.
• Empowerment Through Information: Multimodal tools allow employees to quickly access knowledge bases, product information, and training materials, empowering them to handle inquiries more effectively.
• Enhanced Customer Experience: Multimodal communication improves customer interaction. Imagine an employee using video chat to demonstrate a product or screen sharing to guide a customer through a complex process.

The Power of Partnership: Humans and Virtual Agents

AI-powered virtual agents can handle routine tasks, answer frequently asked questions, and even triage customer inquiries, freeing employees to focus on more personal issues that require a human touch.

When a virtual agent encounters a situation that requires human intervention, it can seamlessly transfer the interaction to a live agent, along with all relevant context and information.

Implementing for Success

Your local TCI experts make adopting new technology easy. We work with you to design the right communication experiences so you can achieve your business objectives:

• Choosing the Right Platform: The ideal multimodal platform will meet your customers where they are and integrate with existing business systems. We focus on solutions that provide the resiliency, security, and compliance required to protect your customer data during normal day-to-day operations, and that can adapt during crises.
• Training and Adoption: It’s essential to equip your employees with the skills and confidence to use new communication tools. TCI gets your team up to speed on our services’ intuitive interfaces, and we provide ongoing support and training sessions to maximize the benefits of multimodal communication.

Multimodal communication is more than just a technology upgrade; it’s a strategic investment in employees and customers. By empowering teams with the right tools and information, you can unlock new levels of efficiency, collaboration, and customer satisfaction.

Reach out to TCI to discuss technology solutions that will help your business get ahead in 2025. Contact us today at (703) 321-3030 or info@tcicomm.com.