Hype Cycle for Contact Center Infrastructure, 2018

Published: 08 August 2018 ID: G00340374


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Many contact centers desire advancement beyond voice, with such capabilities as omnichannel, CRM and workforce engagement management integration, chatbots, AI, analytics and others. This Hype Cycle helps application leaders assess the maturity of the technologies supporting this strategy.

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
      • SIPREC
      • Workforce Engagement Management
      • Chatbots
      • Customer Journey Analytics
    • At the Peak
      • Customer Engagement Hub
      • Emotion Detection/Recognition
      • Customer Self-Service
      • Video Chat for Customer Service
      • BPM for Customer Service and Support
    • Sliding Into the Trough
      • Customer Engagement Center Interaction Analytics
      • Web Real-Time Communications
      • Recorded Video Customer Service
      • Microservices
      • Virtual Customer Assistants
      • Knowledge Management for Customer Service
      • Speech Analytics
      • Communications Platform as a Service (cPaaS)
      • Proactive Communications Applications and Services
    • Climbing the Slope
      • Cloud-Based Customer Engagement Center
      • Contact Center as a Service
      • Customer Engagement Center Performance Management
      • Presence-Based Contact Routing
      • Hosted Contact Center
      • Mobile Devices in Contact Centers
      • On-Premises Customer Service Apps
      • Universal Queue Management
      • Work-at-Home Agent Technology
    • Entering the Plateau
      • Customer Engagement Center Quality Management
      • Customer Engagement Center Workforce Management
    • Appendixes
      • Hype Cycle Phases, Benefit Ratings and Maturity Levels
  • Gartner Recommended Reading
© 2018 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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