Gartner Research

Hype Cycle for Contact Center Infrastructure, 2010

Published: 30 September 2010

ID: G00205714

Analyst(s): Drew Kraus


As the global economy begins to recover, many companies are reviewing their contact center operational goals to match changing environments. This Hype Cycle will help you to match your contact center infrastructure investment planning with your operational goals.

Table Of Contents
  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off The Hype Cycle
  • On the Rise
    • Mediated Interaction Matching
    • Emotion Detection
    • Video in Contact Centers
    • Interaction Analytics
    • Customer Interaction Hub
  • At the Peak
    • Presence-Based Contact Routing
    • Expertise Location and Management
    • Social CRM: Customer Service
    • Wireless Devices in Contact Centers
    • Audio Mining/Speech Analytics
    • Outsourced Contact Center Infrastructure
  • Sliding Into the Trough
    • Contact Center Workforce Optimization
    • Proactive Communications Applications and Services
    • Contact Center Performance Management
    • Video Telepresence
    • Voice Verification for Call Center Customer Authentication
    • Virtual Assistants
    • Work-at-Home/Remote Agent
    • Web Customer Service Suites
  • Climbing the Slope
    • SIP for Contact Centers
    • Universal Queue Management
    • SIP Communications
    • Knowledge Management for Customer Self-Service
    • Contact Center Quality Management
    • Contact Center Workforce Management
    • Customer Service Contact Center Software
    • Phone-Based Voice Verification for Workforce-Facing Applications
  • Entering the Plateau
    • Contact Centers: IP-Based
    • Natural-Language Speech Recognition
    • Contact Center All-in-One Suites
    • Virtual Contact Centers
    • Contact Centers
    • VoiceXML
    • Directed Dialogue Speech Recognition for Contact Center Applications
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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