About
About Beyond The Dial Tone
Independent thinking on contact centre architecture, enterprise AI and customer experience, written from delivery experience rather than vendor messaging.
Who writes it
Beyond The Dial Tone is written by Mark McLeish, a lead solution architect specialising in contact centres, CCaaS, CRM and AI-driven customer experience.
Mark works with enterprise organisations on vendor selection, solution design, integration architecture and the operating changes required to make new platforms useful.
What you will find here
The site focuses on the decisions that sit beneath the product demo: where data should live, how systems should integrate, what teams need to govern and where responsibility moves when AI becomes part of the service model.
- Contact centre and CCaaS architecture
- Enterprise AI, voice AI and governance
- CRM-native service platforms
- Integration boundaries and operating models
A personal point of view
Everything here is written in a personal capacity. The views are Mark’s own and are not linked to any company or organisation.
Connect with Mark
For professional discussion, collaboration or a question about an article, use LinkedIn or email.