Gartner Research

Market Trends: Maximizing Value From Analytics, Artificial Intelligence and Automation in CSP Contact Centers

Published: 23 August 2018

ID: G00349650

Analyst(s): Olive Huang, Charlotte Patrick, Ed Thompson


The contact center offers communications service providers the chance to implement new types of analytics, artificial intelligence and automation. CSP contact center technology product managers can use this research to evaluate which projects will return the most financial value.

Table Of Contents


Market Trend

  • Projects That Have Good Value Exhibit Certain Characteristics
  • Machine Learning Offers the Customer Engagement Center Better Agent Insight and More Personalization
    • Case Management
    • Agent Desktop
    • Knowledge Management
    • Customer Insights
  • Decision Support and Real-Time Guidance Offer Good Returns From Better Use of Customer Data
    • Agent Insight for Problem Solving
    • Next-Best Offer
    • Real-Time Guidance Tools
  • Contact Management Software Offers Opportunities for Additional Value in the IVR and in Agent Quality Monitoring
    • Contact Management Software
    • IVR Optimization
    • Workforce Engagement Management
    • Quality Monitoring
  • Analytics for Segmentation and Action Provide Value in Customer Experience Management
    • 360 Analytical View of the Customer
    • Customer Journey Analytics
    • Voice of the Customer
  • How Much Value Is in These Areas

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