Hype Cycle for Enterprise Communication Applications, 2008

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ID Number: G00157999

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

3 July 2008

Rich Costello Jeffrey Mann Matthew W. Cain Geoff Johnson Bern Elliot Drew Kraus Zarko Sumic Michael Maoz Kristian Steenstrup Bob Hafner Steve Cramoysan Monica Basso David Mario Smith Johan Jacobs Phillip Redman Sanish KB Leif-Olof Wallin Ronni J. Colville Scott Morrison Robert F. Mason Sandy Shen Eric Goodness Steve Blood

Enterprise communication applications are moving communications from infrastructure-based technologies to networked applications, which will be routinely embedded in enterprise IT platforms to assist with productivity enhancement and better execution of business processes.

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Table of Contents

Analysis

What You Need to Know

The Hype Cycle

The Priority Matrix

On the Rise

		Video in Contact Centers
		Mobile Video
		Speech-Enabled Web
		Session-Based IP Telephony Middleware/Agents
		Ubiquitous Collaboration
		VoIP Wireless WAN
		Communications-Enabled Business Processes

At the Peak

		Unified Communications and Collaboration
		Presence-Based Contact Routing
		Communications as a Service
		Mobile Social Networks
		Proactive Communications Applications and Services
		Intelligent Device Management
		Voice Verification for Customer ID and Authentication
		Video Telepresence

Sliding Into the Trough

		Mobile Search
		Mobile Instant Messaging
		Video Telephony — Enterprise
		Integrated Web and Voice Development Tools
		Unified Communications
		Open-Source Communications
		ERMS
		Virtual Assistants
		Mobile Device Management
		Web Self-Service
		Web Chat

Climbing the Slope

		Open-Source Software: IP Telephony
		SIP Communications
		Work-at-Home/Remote Agent Technology
		Location-Aware Applications
		Contact Centers: IP-Based

Entering the Plateau

		Contact Center All-in-One Suites
		Customer Relationship Management
		Virtual Contact Centers
		VoiceXML
		Enterprise Wireless E-Mail
		Presence
		Speech Recognition for Telephony and Contact Center Applications
		IP Telephony

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 Enterprise Communication Applications, 2008

	Figure 2.	Priority Matrix for Enterprise Communication Applications, 2008

	Figure 3.	Hype Cycle for Enterprise Communication Applications, 2007

Hype Cycle for Enterprise Communication Applications, 2009
27 July 2009

Hype Cycle for Enterprise Communication Applications, 2008
3 July 2008

Hype Cycle for Enterprise Communication Applications, 2007
12 July 2007

Hype Cycle for Enterprise Communication Applications, 2006
16 October 2006

Enterprise Telephony Systems
Emerging Technologies

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Resource Id: 713914