Hype Cycle for CRM Customer Service and Support, 2011


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The 2011 Hype Cycle for CRM Customer Service and Support evaluates 35 related technologies to guide buyers that are focused on how emerging and maturing technologies can be used to retain customers, enhance existing relationships, and attract new customers and skilled talent.

Table of Contents

  • Analysis
    • What You Need to Know
    • The Hype Cycle
    • The Priority Matrix
    • Off the Hype Cycle
    • On the Rise
      • Collaborative Customer Interfaces
      • Video Content Management and Delivery
      • Video Analytics for Customer Service
      • Voice of the Customer
      • Customer-Centric Web Strategies
      • Video Chat for Customer Support
      • Social CRM: Social Feedback Management
      • Emotion Detection
      • Intent-Driven Customer Support Systems
      • Recorded Video Customer Support
      • Contact Center Interaction Analytics
    • At the Peak
      • Customer Interaction Hub
      • Process Templates
      • Business Process Management for Customer Service
      • Social CRM: Community Peer-to-Peer Support
      • Virtual Assistants
      • Enterprise Feedback Management
    • Sliding Into the Trough
      • Audio Mining/Speech Analytics
      • Customer Service Contact Center SaaS
      • Contact Center Performance Management
      • Contact Center Workforce Optimization
      • Real-Time Decisioning
      • External Community Platforms
      • Knowledge Management for Customer Self-Service
      • MDM of Customer Data
      • Customer Profitability Management
      • Field Service Workforce Optimization
      • Comprehensive CM BPO
    • Climbing the Slope
      • Web Customer Service Suites
      • Contact Center Quality Management
      • Work-at-Home
      • Field Service Management
      • Contact Center Workforce Management
    • Entering the Plateau
      • Contact Center BPO
      • Speech Recognition for Contact Center Applications
    • Appendixes
      • Hype Cycle Phases, Benefit Ratings and Maturity Levels
  • Recommended Reading
© 2011 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 Gartners 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.

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