ARCHIVE
ID Number: G00140031



This research is provided for historical perspective;
portions of this document may not reflect current conditions.





Hype Cycle for CRM Customer Service and Field Service, 2006
26 June 2006
 
Michael Maoz   Jim Davies   Esteban Kolsky   Bern Elliot   William Clark   Matthew Goldman   Steve Cramoysan   Jackie Fenn   Frances Karamouzis   Debra Logan   Zarko Sumic   Robert P. Desisto  

This Hype Cycle maps the advances in customer service and field service technologies and processes, such as speech analytics, call center software delivered as a service (on demand), feedback management and service analytics. These technologies are transforming the service experience.




Price: US$495.00

Pages: 32






Document History


Browse Topics


Other Options







Contact Gartner





Purchasing this document is fast, easy and secure, but you must be registered with gartner.com so we can track your order. Please select your status from these three choices:
Registration is required to purchase this document.
Or, you can register for gartner.com only.
 You or your organization may already own this document. Register now to find out. Your Gartner Membership Administrator can supply the needed License Key(s).
You will not lose your document during registration.
Sign in here:
Username:

Password:
Forgot your username
or password?







For more information about purchasing this or other documents, contact Gartner at one of the telephone numbers below:
North America:    +1 203-316-3010 7:30 am - 8:00 pm Stamford, CT
Europe:    +44 1784 267770 9:00 am - 5:00 pm London
Asia/Pacific:    +65 6879 2785 9:00 am - 6:00 pm Singapore
Japan:    +81 3 3481 3552 9:00 am - 5:30 pm Tokyo

Table of Contents


1.0
    
 What You Need to Know

2.0
    
 The Hype Cycle

3.0
    
 The Priority Matrix

4.0
    
 On the Rise

4.1
    
 Collaborative Service
4.2
    
 Service Performance Management
4.3
    
 Presence Detection/GPS
4.4
    
 Speech-Enabled Web
4.5
    
 Intent-Driven Systems
4.6
    
 Proactive Customer Service
4.7
    
 Emotion Detection
4.8
    
 E-Learning
4.9
    
 Service Resource Planning
4.10
    
 Audio Mining/Speech Analytics
4.11
    
 Contact Center Workforce Optimization
4.12
    
 Enterprise Feedback Management

5.0
    
 At the Peak

5.1
    
 Customer Interaction Hub
5.2
    
 Secret Agents
5.3
    
 Work-at-Home Outsourcing
5.4
    
 Intelligent Device Management
5.5
    
 Contact Center On-Demand (SaaS)
5.6
    
 RFID for Field Service
5.7
    
 Contact Center Performance Management
5.8
    
 Predictive Service Analytics
5.9
    
 Globally Delivered Contact Center BPO

6.0
    
 Sliding Into the Trough

6.1
    
 Wireless Field Service
6.2
    
 Contact Center
6.3
    
 E-Service Suites
6.4
    
 Web Self-Service
6.5
    
 Universal Queue Management
6.6
    
 Synthetic Characters/Chatterbots
6.7
    
 Chat

7.0
    
 Climbing the Slope

7.1
    
 Field Service Management
7.2
    
 Knowledge Management for Customer Service
7.3
    
 ERMS
7.4
    
 Quality Assurance
7.5
    
 Workforce Management

8.0
    
 Entering the Plateau

8.1
    
 Speech Recognition for Telephony and Contact Center Applications
8.2
    
 Call Center

9.0
    
 Appendices

9.1
    
 Previous Iteration of the Hype Cycle
9.2
    
 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 CRM Customer Service and Field Service, 2006
 

Figure 2. 
 Priority Matrix for CRM Customer Service and Field Service, 2006
 

Figure 3. 
 For Reference: Hype Cycle for CRM Customer Service and Support, 2005
 



Document History:
 
Hype Cycle for CRM Customer Service and Field Service, 2009
24 July 2009
  
Hype Cycle for CRM Customer Service and Field Service, 2008
1 July 2008
  
Hype Cycle for CRM Customer Service and Field Service, 2007
3 July 2007
  
Hype Cycle for CRM Customer Service and Field Service, 2006
26 June 2006
  




Browse Topics:
 
Customer Relationship Management
Field Service and Dispatch
Emerging Technologies




© 2006 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.




Resource Id: 493279