Gartner Research

Hype Cycle for Contact Center Infrastructure, 2013

Published: 26 August 2013

ID: G00253016

Analyst(s): Drew Kraus


Prioritizing contact center solution investments is central to developing an infrastructure that aligns with your operations road map. This Hype Cycle helps you match your contact center 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
    • Customer Engagement Hub
    • Mediated Interaction Matching
    • Video Chat for Customer Service
    • Emotion Detection/Recognition
    • Recorded Video Customer Service
  • At the Peak
    • Social for CRM: Social Feedback Management
    • Contact Center Interaction Analytics
    • Presence-Based Contact Routing
    • BPM for Customer Service and Support
    • Virtual Assistants
  • Sliding Into the Trough
    • Audio Mining/Speech Analytics
    • Contact Center Workforce Optimization
    • Proactive Communications Applications and Services
    • Contact Center Performance Management
    • Knowledge Management for Customer Self-Service
    • Contact Center as a Service
    • Hosted Contact Center
    • Wireless Devices in Contact Centers
  • Climbing the Slope
    • Social Media Engagement Solutions
    • Universal Queue Management
    • Web Customer Service Suites
    • Work at Home
    • Contact Center Quality Management
    • SIP Communications
    • SIP-Enabled Contact Centers
    • Virtual Contact Centers
    • Speech Recognition for Contact Center Applications
    • Contact Center All-in-One Suites
    • Contact Center Workforce Management
  • Entering the Plateau
    • Contact Centers: IP-Based
    • Contact Centers
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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