Gartner Research

Hype Cycle for Contact Center Infrastructure, 2016

Published: 29 July 2016

ID: G00290807

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
    • SIPREC
    • Customer Engagement Hub
  • At the Peak
    • Video Chat for Customer Service
    • Emotion Detection/Recognition
    • Microservices
    • BPM for Customer Service and Support
    • Customer Engagement Center Interaction Analytics
    • Web Real-Time Communications
  • Sliding Into the Trough
    • Recorded Video Customer Service
    • Virtual Customer Assistants
    • Speech Analytics
    • Social for CRM: Social Feedback Management
    • Knowledge Management for Customer Service
    • Proactive Communications Applications and Services
    • Customer Engagement Center Workforce Optimization
    • Private Cloud Communications
    • Customer Engagement Center Performance Management
    • Presence-Based Contact Routing
  • Climbing the Slope
    • Customer Self-Service Suites
    • Contact Center as a Service
    • Hosted Contact Center
    • On-Premises Customer Engagement Center
    • Work-at-Home Agent Technology
    • Mobile Devices in Contact Centers
    • Universal Queue Management
    • Social Media Engagement Applications
    • Customer Engagement Center Quality Management
  • Entering the Plateau
    • SIP-Enabled Contact Centers
    • Identity-Proofing Services
    • Fraud Detection
    • SIP Communications
    • Customer Engagement Center Workforce Management
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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