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Hype Cycle for CRM Customer Service and Support, 2011
18 July 2011
 
Michael Maoz   Johan Jacobs  

The 2011 Hype Cycle for CRM Customer Service and Support evaluates 35 related technologies to guide buyers that are focused on how emerging and maturing technologies can be used to retain customers, enhance existing relationships, and attract new customers and skilled talent.





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Table of Contents

Contents
  • Analysis
    • What You Need to Know
    • The Hype Cycle
    • The Priority Matrix
    • Off the Hype Cycle
    • On the Rise
      • Collaborative Customer Interfaces
      • Video Content Management and Delivery
      • Video Analytics for Customer Service
      • Voice of the Customer
      • Customer-Centric Web Strategies
      • Video Chat for Customer Support
      • Social CRM: Social Feedback Management
      • Emotion Detection
      • Intent-Driven Customer Support Systems
      • Recorded Video Customer Support
      • Contact Center Interaction Analytics
    • At the Peak
      • Customer Interaction Hub
      • Process Templates
      • Business Process Management for Customer Service
      • Social CRM: Community Peer-to-Peer Support
      • Virtual Assistants
      • Enterprise Feedback Management
    • Sliding Into the Trough
      • Audio Mining/Speech Analytics
      • Customer Service Contact Center SaaS
      • Contact Center Performance Management
      • Contact Center Workforce Optimization
      • Real-Time Decisioning
      • External Community Platforms
      • Knowledge Management for Customer Self-Service
      • MDM of Customer Data
      • Customer Profitability Management
      • Field Service Workforce Optimization
      • Comprehensive CM BPO
    • Climbing the Slope
      • Web Customer Service Suites
      • Contact Center Quality Management
      • Work-at-Home
      • Field Service Management
      • Contact Center Workforce Management
    • Entering the Plateau
      • Contact Center BPO
      • Speech Recognition for Contact Center Applications
    • Appendixes
      • Hype Cycle Phases, Benefit Ratings and Maturity Levels
  • Recommended Reading
Tables
Table 1.
Hype Cycle Phases
Table 2.
Benefit Ratings
Table 3.
Maturity Levels
Figures
Figure 1.
Hype Cycle for CRM Customer Service and Field Service, 2011
Figure 2.
Priority Matrix for CRM Customer Service and Field Service, 2011
Figure 3.
Hype Cycle for CRM Customer Service and Field Service, 2010




Document History:
 
Hype Cycle for CRM Customer Service and Support, 2011
18 July 2011
  
Hype Cycle for CRM Customer Service and Field Service, 2010
26 July 2010
  
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
  




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Resource Id: 1747116