Gartner Research

Hype Cycle for Contact Center Infrastructure, 2015

Published: 31 July 2015

ID: G00274753

Analyst(s): Drew Kraus

Summary

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

Analysis

  • 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

Gartner 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?

Become a client

Learn how to access this content as a Gartner client.