ID Number: G00234843



Hype Cycle for CRM Customer Service and Support, 2012
1 August 2012
 
Michael Maoz   Johan Jacobs  

As global economies fluctuate, CIOs will rely more heavily on the technologies that support a successful customer experience. Therefore, this Hype Cycle is critical reading for IT professionals and the line-of-business executive.





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Table of Contents

Contents
  • Analysis
    • What You Need to Know
    • The Hype Cycle
    • The Priority Matrix
    • Off the Hype Cycle
    • New to the Hype Cycle
    • On the Rise
      • Customer Engagement Hub
      • Big Data Analytics for Customer Service
      • Collaborative Customer Interfaces
      • Social Co-browsing
      • Customer-Centric Web Strategies
      • Cross-Channel Analytics
      • MDM and Social Data
      • Video Content Management and Delivery Systems for Government
      • Voice of the Customer
      • Video Chat for Customer Support
      • Emotion Detection
      • Intent-Driven Customer Support Systems
      • Social CRM: Social Feedback Management
      • Recorded Video Customer Support
    • At the Peak
      • Customer Interaction Hub
      • Expertise Location and Management
      • Contact Center Interaction Analytics
      • Business Process Management for Customer Service
      • Process Templates
      • Social Analytics
      • Social CRM: Community Peer-to-Peer Support
      • Virtual Assistants
    • Sliding Into the Trough
      • Enterprise Feedback Management
      • Customer Service Contact Center Software as a Service
      • Audio Mining/Speech Analytics
      • Web Experience Analytics
      • Contact Center Workforce Optimization
      • Contact Center Performance Management
      • Knowledge Management for Customer Self-Service
      • External Community Platforms
      • Real-Time Decisioning for Customer Best Next Action
      • Customer Profitability Management
      • Location-Based Services for Government
      • MDM of Customer Data Solutions
      • Remote Monitoring and Device Management
      • Field Service Workforce Optimization
      • Social Media Engagement Tools
    • Climbing the Slope
      • Comprehensive CM BPO
      • Web Customer Service Suites
      • Work at Home
      • Contact Center Quality Management
      • Field Service Management
      • Social Media Monitors
      • Contact Center Workforce Management
      • Speech Recognition for Contact Center Applications
    • Entering the Plateau
      • Contact Center BPO
    • 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 Support, 2012
Figure 3.
Hype Cycle for CRM Customer Service and Field Service, 2011




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Resource Id: 2102215