Contact Centers

CCaaS platforms have historically bundled the recording archive with the phone system, which made sense when 'the call' was a self-contained thing on a TDM circuit. Three decades later, that architecture creates costs that don't show up in the procurement spreadsheet: vendor leverage at renewal, six-figure migration projects, compliance fragility across platform changes, and friction extracting recordings for AI training. The case for unbundling, and what it looks like in pra