Reference
Contact centre architecture reference hub
A practical collection of platform notes, decision prompts and shared terminology for modern contact centre design.
CRM-native platform architecture
Notes on the platforms that approach the contact centre from the CRM side. Each follows the same structure: strengths, limitations, dependencies, evidence status and questions to test.
- Microsoft Dynamics 365 Contact Center architecture
- Salesforce Agentforce Contact Center architecture
Scope note: this section covers CRM-native platforms only. Operational CCaaS platforms — Genesys Cloud CX, NiCE CXone Mpower and Amazon Connect — are not yet covered here, and their absence should not be read as a judgement on them. Notes on those platforms are planned.
Benchmarks and methodology
- CCaaS 60-Capability Benchmark — capability catalogue, evidence hierarchy, scoring scale, public-evidence matrix and source register across five platforms
Decision tools
Market and language
How to use this material
Treat these pages as prompts for design and due diligence. Validate every conclusion against your own operating model, region and risk profile. Platform capability moves quickly; each note carries the date its evidence was gathered.