Writing
What 30 Years of CCaaS Implementations Taught Me About Why Routing Keeps Failing
TL;DR — The routing problem is not a technology problem. It has always been a feedback problem. Every implementation I have done has had the same gap at its centre — and it is only recently that filling that gap has become technically straightforward.
This one is published in full on LinkedIn, where the discussion happens in the comments. It runs to about a ten-minute read.