Field notes from 25+ years of building call infrastructure — call tracking, AI voice agents, contact centers, and the compliance that keeps it all running.
Call auctions are thin markets where first-price bid shading starves sellers and buyers alike - second-price design lets buyers bid true value without fear of overpaying.
Call Tracking & Attribution · October 5, 2026 · 4 min read
A keyword list is a snapshot of what you were worried about the day you wrote it — emergent topic discovery finds the problems you haven't named yet.
Conversation Intelligence · September 28, 2026 · 4 min read
Marketers talk about DNI like it's a clever trick — it's a well-engineered solution to a genuinely hard attribution problem.
March 30, 2026 · 5 min read
Google quietly published a help document that rewrites the rules of call conversion measurement.
April 27, 2026 · 5 min read
Nearly 90% of enterprise calls to customers go unanswered — and branded calling is about to change that, along with how tracking numbers work.
June 1, 2026 · 4 min read
We still call this entire category "call tracking" — like calling a modern car a horseless carriage.
June 8, 2026 · 4 min read
Every telecom engineer knows the failover checklist — but it optimizes for one metric: did the call complete?
August 17, 2026 · 5 min read
Call auctions are thin markets where first-price bid shading starves sellers and buyers alike - second-price design lets buyers bid true value without fear of overpaying.
October 5, 2026 · 4 min read
In the last eighteen months, AI voice agents went from novelty demo to production-grade tool that real businesses rely on.
April 20, 2026 · 5 min read
You spent $15,000 on a campaign that drove 400 phone calls — how many of them actually got answered?
May 4, 2026 · 4 min read
MCP standardizes how AI voice agents call tools, but the real engineering problem is where your credentials are resolved and which tools each agent may touch.
August 24, 2026 · 4 min read
Most teams have picked a lane: score calls in real time, or score them after the fact. Both camps gloss over real limitations.
April 13, 2026 · 5 min read
For two decades, call recording had one job: sit in a folder until someone needed it for a compliance dispute.
May 11, 2026 · 4 min read
Here’s a number that means almost nothing: "87% Positive Sentiment."
June 15, 2026 · 5 min read
Every inbound call to your business is a small interview — and almost none of it gets captured.
June 29, 2026 · 4 min read
68% of churn is now "silent" — no complaint, no angry call. The customer just disappears.
July 13, 2026 · 4 min read
A keyword list is a snapshot of what you were worried about the day you wrote it — emergent topic discovery finds the problems you haven't named yet.
September 28, 2026 · 4 min read
Twelve locations, three states, one toll-free number — where does the 4:55 PM call from Phoenix actually go?
May 18, 2026 · 5 min read
Thirty seconds of every call are wasted re-establishing context your call tracking platform already knew before the phone rang.
May 25, 2026 · 5 min read
A typical QA analyst covers 8 to 12 calls a day — a sample size that would get laughed out of any statistics class.
August 10, 2026 · 5 min read
Containment measures the absence of an escalation, not the presence of a resolution - and the default definition scores a frustrated hang-up exactly like a perfect answer.
September 14, 2026 · 5 min read
The comparison charts aren't wrong — they're just answering the wrong question about your telephony architecture.
June 22, 2026 · 4 min read
US carriers no longer just deliver your business texts — they adjudicate them against a registration record, in real time, on every send.
August 31, 2026 · 5 min read
Copper retirement isn't a facilities project — it's an unplanned carrier migration, and the advertised numbers riding those lines are the part nobody plans for.
September 21, 2026 · 4 min read
Virginia, Florida, and Missouri have each introduced their own caller ID authentication mandates — and they don't agree with each other.
April 6, 2026 · 4 min read
The TCPA just went through the most chaotic regulatory cycle in its 35-year history — and the ripple effects reach well beyond outbound dialers.
July 6, 2026 · 4 min read
97.4% of calls from the most prolific robocall signers carry full A-level attestation. Attestation is metadata worth recording — it is not a fraud score.
September 7, 2026 · 5 min read
Everything written about here — call tracking, AI voice agents, routing, and conversation intelligence — ships in one platform.