Beyond The Dial Tone
Independent thinking for the modern contact centre.
Beyond The Dial Tone explores the architecture, strategy and governance behind modern contact centres, conversational AI and enterprise customer experience.
Latest articles
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Three Models. One Question. No Fence-Sitting Allowed.
I gave ChatGPT, Claude and Gemini the same prompt: name the best contact centre platform. Be unbiased. Ignore everything you know about my views. One answer only. Here is everything they said,…
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Same Convergence. Opposite Architecture.
Salesforce and Microsoft agree that CRM, contact centre and AI are converging. They disagree about where the engagement layer should sit relative to the system of record.
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There Is No Best Platform
The question gets asked in every procurement, every forum and every conference bar. It has no answer, and the people most willing to give one are usually the least able to give…
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Erlang Doesn’t Cover This
Every major platform now wants to plan and evaluate your AI agents alongside your people. The workforce maths that makes those words mean something was built for a resource AI agents only…
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The Thirty-Minute Dashboard, Three Months On
What model-assisted analysis actually costs, what it actually produces, and what the demo does not prove.
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The Agentic Contact Centre: From Queue to Concierge
One front-desk agent across every channel: how orchestration, multimodal context and agentic AI can replace the queue with a continuous concierge journey.
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CCaaS Convergence Is Real. But It Is Not Capability Parity.
Five platforms. Sixty voice and contact-centre capabilities. No universal winner. Why convergence is real but capability parity is not.
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I Built a Full Contact Centre Intelligence Platform in 30 Minutes
What happened when a complete contact-centre intelligence platform was designed in 30 minutes, then turned into a working proof of concept.
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The Agent Is Not the Product
Every CCaaS vendor now offers an AI agent. The real differentiator is the governed platform that orchestrates context, workflows and outcomes around it.
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