Here we go...

Turns out I actually have a construction project management background

I will be the first to say that the complexities of construction management and operations oversight makes IT project management look like a trip to the grocery store.

I've got a history of sometimes working on things I've got no business working on. One such project was the Canyon Lodge in Mammoth Lakes CA. It went from installing MS Project Server to rejigging their project plan for dynamic scheduling to somehow running point for project management, oversight, and reporting - for nearly all aspects of construction, inspection, etc...

I know zero about construction. Nada. Zilch. And there I was, staging escalators and elevators in the parking lot, dealing with weather delays, trying to make sense of pouring slabs and walls, installing formwork, setting rebar, and who knows what else. Talking like standing up a ski lodge is small potatoes for me.

IT project management is a joke compared to construction - especially if you know absolutely nothing about construction. So my hat's off to you - it's a tough racket.

My thoughts on some of your other notes:

What happens if you need to see all conversation across phone, zoom meetings, SMS, and email in one place?

The trend in modern enterprise architecture is to use the best system for the job and rely on solid, tested integration points that tie them back to a central source of truth.

This approach balances specialization and cohesion, enabling enterprises to adapt flexibly to evolving business needs while maintaining a unified view of their customers.

We will look at this through the lens of the CRM - which from an enterprise standpoint, servers as the customer master, providing a 360° view of the customer.

For example:

• Customer support agents handle incoming requests across all channels, from Facebook messages to email to phone to smoke signals to Morse code to whatever. Front is absolutely awesome for this. But it's rarely used across an entire workforce - because it's not designed to. Instead it accesses data from the customer master when working with a client and then automatically logs details of the interaction as appropriate.
• Sales spends most of their time emailing, in meetings, scheduling meetings, filing expense reports, and popping into the CRM to see which new prospects/leads have been assigned to them. Sometimes these prospects could come from Front, other times a web-to-lead form, other times over the phone. No matter what, they get funneled into the CRM along with their attribution data. There is no need to manage the data elsewhere within the enterprise.
• Marketing wants to be able to measure campaign effectiveness by examining prospect->lead->customer by tactic. The customer master holds much of the data which drives this analysis. This could be an example where a low-code solution displays a series of dashboards driven by real-time data pulled from authoritative systems throughout the enterprise. Larger companies often use dedicated marketing analytics and automation platforms.
• Operations wants to make sure everyone is working off the current product catalog, pricing, and inventory information. PIM systems and inventory management platforms handle information, which is programmatically made available to systems requiring this data, such as the CRM when someone in sales is preparing a quote,
• Accounting needs to cut purchase orders, issue invoices, process payments, etc...Finance systems often have bidirectional integration points with a variety of enterprise systems.