ID Number: G00169630



Hype Cycle for Contact Center Infrastructure, 2009
31 July 2009
 
Drew Kraus   Jim Davies   Bern Elliot   Michael Maoz   Johan Jacobs   Steve Cramoysan   Daniel O'Connell  

The economic downturn is making companies more judicious in their spending on contact center infrastructure, with decision drivers ranging from proven returns and cost reductions to competitive differentiation. This Hype Cycle will help you match your investment plans to your operational goals.




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Pages: 38






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Table of Contents


    
 Analysis

    
 What You Need to Know
    
 The Hype Cycle
    
 The Priority Matrix
    
 Off The Hype Cycle
    
 On the Rise

    
 Wireless Devices in Contact Centers
    
 Video in Contact Centers
    
 Emotion Detection
    
 Interaction Analytics
    
 Customer Interaction Hub
    
 At the Peak

    
 Presence-Based Contact Routing
    
 Service Process Integration
    
 Audio Mining/Speech Analytics
    
 Expertise Location and Management
    
 Outsourced Contact Center Infrastructure
    
 Proactive Communications Applications and Services
    
 Sliding Into the Trough

    
 Contact Center Workforce Optimization
    
 Contact Center Performance Management
    
 Voice Verification for Call Center Customer Authentication
    
 Virtual Assistants
    
 E-Service Suites
    
 Universal Queue Management
    
 Climbing the Slope

    
 SIP for Contact Centers
    
 SIP Communications
    
 Work-at-Home/Remote Agent
    
 Quality Assurance
    
 Voice Verification for Staff-Facing Applications
    
 Workforce Management
    
 Customer Service Contact Center Software
    
 Natural-Language Speech Recognition
    
 Contact Centers: IP-Based
    
 Entering the Plateau

    
 Contact Center All-in-One Suites
    
 Virtual Contact Centers
    
 Contact Centers
    
 VoiceXML
    
 Directed Dialogue Speech Recognition for Contact Center Applications
    
 Appendixes

    
 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, 2009
 

Figure 2. 
 Priority Matrix for Contact Center Infrastructure, 2009
 

Figure 3. 
 Hype Cycle for Contact Center Infrastructure, 2008
 



Document History:
 
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
  




Browse Topics:
 
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Contact Center Systems
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Resource Id: 1105512