Hype Cycle for Contact Center Infrastructure, 2006

G00140132

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Summary

Advances in contact center infrastructure focus on integrating a wider range of business functions, improving channel interoperation, supporting Internet standards and using self-service. This Hype Cycle can help prioritize technology deployment decisions.

Table of Contents

  • Analysis
    • 1.0 What You Need to Know
    • 2.0 The Hype Cycle
    • 3.0 The Priority Matrix
    • 4.0 On the Rise
      • 4.1 Wireless Devices in Contact Centers
      • 4.2 Video in Contact Centers
      • 4.3 Speech-Enabled Web
      • 4.4 E-Learning
      • 4.5 Contact Center Workforce Optimization
    • 5.0 At the Peak
      • 5.1 Presence-Based Contact Routing
      • 5.2 On-Demand Contact Center Infrastructure
      • 5.3 Work-at-Home Outsourcing
      • 5.4 Web Collaboration
      • 5.5 Contact Center Performance Management
      • 5.6 Unified Communications
    • 6.0 Sliding Into the Trough
      • 6.1 Contact Center
      • 6.2 IP Contact Centers
      • 6.3 Universal Queue Management
      • 6.4 Session Initiation Protocol
      • 6.5 Chat
    • 7.0 Climbing the Slope
      • 7.1 Work-At-Home Agents
      • 7.2 ERMS
      • 7.3 Quality Assurance
      • 7.4 Workforce Management
      • 7.5 Bundled Contact Center Suites
      • 7.6 Virtual Contact Centers
      • 7.7 VoiceXML
      • 7.8 VoIP Toll Bypass
    • 8.0 Entering the Plateau
      • 8.1 Speech Recognition for Telephony and Contact Center Applications
      • 8.2 Call Center
    • 9.0 Appendices
      • 9.1 Previous Iteration of the Hype Cycle
      • 9.2 Hype Cycle Phases, Benefit Ratings and Maturity Levels
  • Recommended Reading
© 2006 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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