Writing
How Contact Centre Technology Has Built Itself In Layers — And What Comes Next
TL;DR — Contact centre technology did not arrive all at once. It built itself in layers, each one resting on the one before, each one adding capability the previous layer made possible. Seeing the pattern is the clearest way to understand where the next capability will live — and why it does not require replacing anything underneath it.
This one is published in full on LinkedIn, where the discussion happens in the comments. It runs to about a ten-minute read.