Hype Cycle for Contact Center Infrastructure, 2006

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ID Number: G00140132

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

13 July 2006

Bern Elliot Bob Hafner Esteban Kolsky Steve Cramoysan Jim Davies Matthew Goldman Geoff Johnson

Advances in contact center infrastructure focus on integrating a wider range of business functions, improving channel interoperation, supporting Internet standards and using self-service. This Hype Cycle can help prioritize technology deployment decisions.

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Pages: 25

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Table of Contents

Analysis

1.0

What You Need to Know

2.0

The Hype Cycle

3.0

The Priority Matrix

4.0

On the Rise

4.1		Wireless Devices in Contact Centers
4.2		Video in Contact Centers
4.3		Speech-Enabled Web
4.4		E-Learning
4.5		Contact Center Workforce Optimization

5.0

At the Peak

5.1		Presence-Based Contact Routing
5.2		On-Demand Contact Center Infrastructure
5.3		Work-at-Home Outsourcing
5.4		Web Collaboration
5.5		Contact Center Performance Management
5.6		Unified Communications

6.0

Sliding Into the Trough

6.1		Contact Center
6.2		IP Contact Centers
6.3		Universal Queue Management
6.4		Session Initiation Protocol
6.5		Chat

7.0

Climbing the Slope

7.1		Work-At-Home Agents
7.2		ERMS
7.3		Quality Assurance
7.4		Workforce Management
7.5		Bundled Contact Center Suites
7.6		Virtual Contact Centers
7.7		VoiceXML
7.8		VoIP Toll Bypass

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

Recommended Reading

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, 2006

	Figure 2.	Priority Matrix for Contact Center Infrastructure, 2006

	Figure 3.	For Reference: Hype Cycle for Contact Center Infrastructure, 2005

Hype Cycle for Contact Center Infrastructure, 2009
31 July 2009

Hype Cycle for Contact Center Infrastructure, 2008
7 July 2008

Hype Cycle for Contact Center Infrastructure, 2007
12 July 2007

Hype Cycle for Contact Center Infrastructure, 2006
13 July 2006

Contact Center Software
Contact Center Systems
Emerging Technologies

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Resource Id: 493716