Gartner Research

Hype Cycle for Contact Center Infrastructure, 2013

Published: 26 August 2013

ID: G00253016

Analyst(s): Drew Kraus

Summary

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

Analysis

  • 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

Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.