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Hype Cycle for Contact Center Infrastructure, 2005
14 July 2005
 
Bern Elliot   Bob Hafner   Esteban Kolsky   Steve Cramoysan  

Advances in this field focus on integrating a wider range of business functions, improving channel interoperation and supporting Internet standards. Our Hype Cycle can help you decide how and when to use the new features.




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Pages: 14






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Table of Contents


1.0
    
 The Hype Cycle

2.0
    
 On the Rise

2.1
    
 Wireless Devices for Contacts
2.2
    
 Video & Rich Media Contacts
2.3
    
 Speech Enabled Web
2.4
    
 Work at Home CSS

3.0
    
 At the Peak

3.1
    
 Hosted Contact Center Infrastructure
3.2
    
 Presence-Based Contact Routing
3.3
    
 Web Collaboration
3.4
    
 Unified Communications

4.0
    
 Sliding Into the Trough

4.1
    
 IP-Contact Centers
4.2
    
 Contact Center
4.3
    
 SIP
4.4
    
 Universal Queuing
4.5
    
 Chat

5.0
    
 Climbing the Slope

5.1
    
 Work at Home Agent Technology
5.2
    
 ERMS
5.3
    
 VoiceXML
5.4
    
 Speech Recognition for Telephony and Contact Centers
5.5
    
 Bundled Contact Center Suites
5.6
    
 Virtual Contact Centers
5.7
    
 VoIP Toll Bypass

6.0
    
 Entering the Plateau

6.1
    
 Customer Experience Management Applications
6.2
    
 Call Center

7.0
    
 Conclusions

8.0
    
 Appendix A: Previous Iteration of the Hype Cycle

9.0
    
 Appendix B: Hype Cycle Phases, Benefit Ratings and Maturity Levels


List of Tables


Table 1.  
 Hype Cycle Phases
 

Table 2.  
 Benefit Ratings
 

Table 3.  
 Maturity Levels
 

List of Figures


Figure 1. 
 Hype Cycle for Contact Center Infrastructure, 2005
 

Figure 2. 
 Hype Cycle for Contact Center Technologies, 2004
 



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