Gartner Research

Hype Cycle for Contact Center Infrastructure, 2018

Published: 08 August 2018

ID: G00340374

Analyst(s): Drew Kraus


Many contact centers desire advancement beyond voice, with such capabilities as omnichannel, CRM and workforce engagement management integration, chatbots, AI, analytics and others. This Hype Cycle helps application leaders assess the maturity of the technologies supporting this strategy.

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 Journey Analytics
  • At the Peak
    • Customer Engagement Hub
    • Emotion Detection/Recognition
    • Customer Self-Service
    • Video Chat for Customer Service
    • BPM for Customer Service and Support
  • Sliding Into the Trough
    • Customer Engagement Center Interaction Analytics
    • Web Real-Time Communications
    • Recorded Video Customer Service
    • Microservices
    • Virtual Customer Assistants
    • Knowledge Management for Customer Service
    • Speech Analytics
    • Communications Platform as a Service (cPaaS)
    • Proactive Communications Applications and Services
  • Climbing the Slope
    • Cloud-Based Customer Engagement Center
    • Contact Center as a Service
    • Customer Engagement Center Performance Management
    • 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
  • Entering the Plateau
    • Customer Engagement Center Quality Management
    • Customer Engagement Center Workforce Management
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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