Hype Cycle for Contact Center Infrastructure, 2012



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Many companies are reviewing their contact center operational goals to match changing economic environments. This Hype Cycle helps you to match your contact center investment planning with your operational goals.

Table of Contents

  • Analysis
    • What You Need to Know
    • The Hype Cycle
    • The Priority Matrix
    • Off The Hype Cycle
    • On the Rise
      • Mediated Interaction Matching
      • Video Chat for Customer Support
      • Emotion Detection
      • Social CRM: Social Feedback Management
      • Video Content Management and Delivery
      • Recorded Video Customer Support
    • At the Peak
      • Customer Interaction Hub
      • Contact Center Interaction Analytics
      • Business Process Management for Customer Service
      • Virtual Assistants
    • Sliding Into the Trough
      • Audio Mining/Speech Analytics
      • Contact Center Workforce Optimization
      • Proactive Communications Applications and Services
      • Contact Center Performance Management
      • Contact Center as a Service
      • Knowledge Management for Customer Self-Service
      • External Community Platforms
      • Hosted Contact Center
      • Wireless Devices in Contact Centers
    • Climbing the Slope
      • Rich Presence
      • Universal Queue Management
      • Web Customer Service Suites
      • Work at Home
      • Contact Center Quality Management
      • SIP-Enabled Contact Centers
      • SIP Communications
      • Virtual Contact Centers
      • Contact Center All-in-One Suites
      • Contact Center Workforce Management
      • Speech Recognition for Contact Center Applications
    • Entering the Plateau
      • Contact Centers: IP-Based
      • Contact Centers
    • Appendixes
      • Hype Cycle Phases, Benefit Ratings and Maturity Levels
  • Recommended Reading
© 2012 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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