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Hype Cycle for Contact Center Technologies, 2004
25 June 2004
 
Bern Elliot   Esteban Kolsky   Bob Hafner  

Advances in contact center infrastructure are focusing on integrating more broadly with enterprise functions and increasing contact channel interoperation. Use this Hype Cycle to evaluate how and when to adopt these emerging technologies.







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Table of Contents


    
 Analysis

1.0
    
 Hype Cycle for Contact Center Technologies, 2004
2.0
    
 On the Rise

2.1
    
 Web Call Through
2.2
    
 Wireless Devices in Contact Centers
2.3
    
 Speech Analytics
2.4
    
 Presence-Based Contact Routing
3.0
    
 At the Peak

3.1
    
 Instant Messaging
3.2
    
 Unified Communications
3.3
    
 Web Collaboration
4.0
    
 Sliding Into the Trough

4.1
    
 IP-Telephony-Based Contact Centers
4.2
    
 Contact Centers
4.3
    
 SIP
4.4
    
 Universal Queue Management
4.5
    
 Text Chat
5.0
    
 Climbing the Slope

5.1
    
 VoiceXML
5.2
    
 Speech Recognition in Contact Center Applications
5.3
    
 Bundled Contact Center Suites
5.4
    
 Virtual Contact Centers
5.5
    
 E-Mail Response Management Systems
5.6
    
 VoIP Toll Bypass
6.0
    
 Entering the Plateau

6.1
    
 Customer Experience Management Applications
6.2
    
 Call Centers
7.0
    
 Conclusions
Appendix A.
    
 Hype Cycle Phase Definitions
Appendix B.
    
 Benefit Rating and Maturity Level Definitions
Appendix C.
    
 Acronym Key


List of Figures


Figure 1. 
 Hype Cycle for Contact Center Technologies, 2004
 

Figure 2. 
 Benefit Ratings
 

Figure 3. 
 Maturity Levels
 



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Resource Id: 452213