Gartner Research

Hype Cycle for Contact Center Infrastructure, 2014

Published: 24 July 2014

ID: G00263636

Analyst(s): Drew Kraus


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

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