Hype Cycle for CRM Customer Service and Field Service, 2008

ARCHIVE

ID Number: G00157791

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

1 July 2008

Michael Maoz Matthew Goldman Frances Karamouzis TJ Singh Jim Davies Johan Jacobs Drew Kraus William Clark Steve Cramoysan Michael J. King Gareth Herschel John Radcliffe

Customer service and field service technologies, such as multichannel analytics, real-time dialogue management, social networking, feedback management, speech analytics and workforce optimization, are transforming service organizations.

Price: US$1,995.00

Pages: 41

Document History

Browse Topics

Other Options

Contact Gartner

	Purchasing this document is fast, easy and secure, but you must be registered with gartner.com so we can track your order. Please select your status from these three choices:

Registration is required to purchase this document.

You or your organization may already own this document. Register now to find out. Your Gartner Membership Administrator can supply the needed License Key(s).

You will not lose your document during registration.

Username:

Password:

Forgot your username
or password?

For more information about purchasing this or other documents, contact Gartner at one of the telephone numbers below:


North America:	+1 203-316-3010	7:30 am - 8:00 pm	Stamford, CT
Europe:	+44 1784 267770	9:00 am - 5:00 pm	London
Asia/Pacific:	+65 6879 2785	9:00 am - 6:00 pm	Singapore
Japan:	+81 3 3481 3552	9:00 am - 5:30 pm	Tokyo

Table of Contents

Analysis

What You Need to Know

The Hype Cycle

The Priority Matrix

On the Rise

		Rich Visualization
		Video Analytics
		Mobile Video
		Presence Detection/GPS
		Intent-Driven Systems
		Real-Time Collaborative Service
		Emotion Detection
		Interaction Analytics
		Speech-Enabled Web
		Customer Interaction Hub
		Social Networks: Customer Service

At the Peak

		Service Process Integration
		Proactive Communications Applications and Services
		Audio Mining/Speech Analytics
		Intelligent Device Management
		Enterprise Feedback Management
		Expertise Location and Management
		Intelligent Decision Management for Best Next Action
		SaaS for Contact Center Customer Service
		Voice Verification for Customer ID and Authentication
		Text Mining
		Contact Center Workforce Optimization
		Field Service Workforce Optimization

Sliding Into the Trough

		Contact Center Performance Management
		Master Data Management for Customer Data
		Customer Profitability Analysis
		ERMS
		Wireless Field Service
		Virtual Assistants
		E-Service Suites
		Web Self-Service
		Web Chat

Climbing the Slope

		Field Service Management
		Mobile Applications on Demand
		Work-at-Home/Remote Agent Technology
		Contact Center BPO
		Knowledge Management for Customer Service
		Quality Assurance
		Workforce Management
		Natural-Language Speech Recognition

Entering the Plateau

Speech Recognition for Telephony and 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 CRM Customer Service and Field Service, 2008

	Figure 2.	Priority Matrix for CRM Customer Service and Field Service, 2008

	Figure 3.	Hype Cycle for CRM Customer Service and Field Service, 2007

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

Field Service and Dispatch
Emerging Technologies
Customer Service and Support

© 2008 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

Resource Id: 711921