ID Number: G00231176



Hype Cycle for Contact Center Infrastructure, 2012
26 July 2012
 
Drew Kraus  

Many companies are reviewing their contact center operational goals to match changing economic environments. This Hype Cycle helps you to match your contact center investment planning with your operational goals.





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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
      • Mediated Interaction Matching
      • Video Chat for Customer Support
      • Emotion Detection
      • Social CRM: Social Feedback Management
      • Video Content Management and Delivery
      • Recorded Video Customer Support
    • At the Peak
      • Customer Interaction Hub
      • Contact Center Interaction Analytics
      • Business Process Management for Customer Service
      • Virtual Assistants
    • Sliding Into the Trough
      • Audio Mining/Speech Analytics
      • Contact Center Workforce Optimization
      • Proactive Communications Applications and Services
      • Contact Center Performance Management
      • Contact Center as a Service
      • Knowledge Management for Customer Self-Service
      • External Community Platforms
      • Hosted Contact Center
      • Wireless Devices in Contact Centers
    • Climbing the Slope
      • Rich Presence
      • Universal Queue Management
      • Web Customer Service Suites
      • Work at Home
      • Contact Center Quality Management
      • SIP-Enabled Contact Centers
      • SIP Communications
      • Virtual Contact Centers
      • Contact Center All-in-One Suites
      • Contact Center Workforce Management
      • Speech Recognition for Contact Center Applications
    • Entering the Plateau
      • Contact Centers: IP-Based
      • Contact Centers
    • 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 Contact Center Infrastructure, 2012
Figure 2.
Priority Matrix for Contact Center Infrastructure, 2012
Figure 3.
Hype Cycle for Contact Center Infrastructure, 2011




Document History:
 
Hype Cycle for Contact Center Infrastructure, 2012
26 July 2012
  
Hype Cycle for Contact Center Infrastructure, 2011
13 December 2011
  
Hype Cycle for Contact Center Infrastructure, 2010
30 September 2010
  
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
  




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Resource Id: 2094615