Gartner Research

Hype Cycle for Contact Center Infrastructure, 2017

Published: 31 July 2017

ID: G00315003

Analyst(s): Drew Kraus


Contact center infrastructure and CRM functionalities are increasingly integrating, and sometimes competing, to deliver customer engagement capabilities. Application leaders responsible for contact centers must match investment planning with 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
    • Workforce Engagement Management
    • Chatbots
    • Customer Engagement Hub
  • At the Peak
    • Customer Journey Analytics
    • Emotion Detection/Recognition
    • Video Chat for Customer Service
    • 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
    • Knowledge Management for Customer Service
    • Speech Analytics
    • Cloud-Based Customer Engagement Center
    • Communications Platform as a Service (cPaaS)
    • Customer Self-Service Suites
    • Proactive Communications Applications and Services
  • Climbing the Slope
    • Customer Engagement Center Performance Management
    • Contact Center as a Service
    • Presence-Based Contact Routing
    • Hosted Contact Center
    • Mobile Devices in Contact Centers
    • On-Premises Customer Service Apps
    • Universal Queue Management
    • Work-at-Home Agent Technology
    • Social Media Engagement Applications
    • Customer Engagement Center Quality Management
  • Entering the Plateau
    • Speech Recognition for Contact Center Applications
    • SIP-Enabled Contact Centers
    • Customer Engagement Center Workforce Management
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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