Telephone platforms are highly automated working areas in which a large proportion of customer relations are now managed. Banks and insurance companies have been pioneers in the introduction and use of data automation techniques. Today, with a more intensive than extensive growth of business, customer relations have become a key concern. Based on a long-term study of changes in financial services, the author analyses the development of telephone platforms which, by highlighting the continuities and discontinuities in organizational dynamics, reveal profound transformations in the organization of production and work.