Hype Cycle for CRM Customer Service and Support, 2012


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As global economies fluctuate, CIOs will rely more heavily on the technologies that support a successful customer experience. Therefore, this Hype Cycle is critical reading for IT professionals and the line-of-business executive.

Table of Contents

  • Analysis
    • What You Need to Know
    • The Hype Cycle
    • The Priority Matrix
    • Off the Hype Cycle
    • New to the Hype Cycle
    • On the Rise
      • Customer Engagement Hub
      • Big Data Analytics for Customer Service
      • Collaborative Customer Interfaces
      • Social Co-browsing
      • Customer-Centric Web Strategies
      • Cross-Channel Analytics
      • MDM and Social Data
      • Video Content Management and Delivery Systems for Government
      • Voice of the Customer
      • Video Chat for Customer Support
      • Emotion Detection
      • Intent-Driven Customer Support Systems
      • Social CRM: Social Feedback Management
      • Recorded Video Customer Support
    • At the Peak
      • Customer Interaction Hub
      • Expertise Location and Management
      • Contact Center Interaction Analytics
      • Business Process Management for Customer Service
      • Process Templates
      • Social Analytics
      • Social CRM: Community Peer-to-Peer Support
      • Virtual Assistants
    • Sliding Into the Trough
      • Enterprise Feedback Management
      • Customer Service Contact Center Software as a Service
      • Audio Mining/Speech Analytics
      • Web Experience Analytics
      • Contact Center Workforce Optimization
      • Contact Center Performance Management
      • Knowledge Management for Customer Self-Service
      • External Community Platforms
      • Real-Time Decisioning for Customer Best Next Action
      • Customer Profitability Management
      • Location-Based Services for Government
      • MDM of Customer Data Solutions
      • Remote Monitoring and Device Management
      • Field Service Workforce Optimization
      • Social Media Engagement Tools
    • Climbing the Slope
      • Comprehensive CM BPO
      • Web Customer Service Suites
      • Work at Home
      • Contact Center Quality Management
      • Field Service Management
      • Social Media Monitors
      • Contact Center Workforce Management
      • Speech Recognition for Contact Center Applications
    • Entering the Plateau
      • Contact Center BPO
    • 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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