Gartner Research

Hype Cycle for Contact Center Infrastructure, 2015

Published: 31 July 2015

ID: G00274753

Analyst(s): Drew Kraus


Prioritizing contact center solution investments is central to developing an architecture that aligns with your customer engagement strategy. 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
    • SIPREC
    • Video Chat for Customer Service
  • At the Peak
    • Emotion Detection/Recognition
    • BPM for Customer Service and Support
    • Customer Engagement Center Interaction Analytics
    • Web Real-Time Communications
    • Private Cloud Communications
    • Recorded Video Customer Service
  • Sliding Into the Trough
    • Virtual Customer Assistants
    • Presence-Based Contact Routing
    • Social for CRM: Social Feedback Management
    • Knowledge Management for Customer Service
    • Speech Analytics
    • Proactive Communications Applications and Services
    • Customer Engagement Center Workforce Optimization
    • Communications-Enabled Business Processes
    • Customer Engagement Center Performance Management
    • Contact Center as a Service
  • Climbing the Slope
    • Customer Self-Service Suites
    • Hosted Contact Center
    • On-Premises CEC
    • Work-at-Home Agent Technology
    • Wireless Devices in Contact Centers
    • Universal Queue Management
    • Social Media Engagement Applications
    • Customer Engagement Center Quality Management
    • SIP Communications
    • SIP-Enabled Contact Centers
    • Speech Recognition for Contact Center Applications
  • Entering the Plateau
    • Contact Center All-in-One Suites
    • Customer Engagement Center Workforce Management
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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