Gartner Research

Hype Cycle for Customer Service and Support Technologies, 2019

Published: 26 September 2019


Enterprises must combine CRM customer engagement center and contact center systems to create a broader customer service and support technology ecosystem. This Hype Cycle helps application leaders assess the maturity and risks of these technologies.

Included in Full Research

  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Blockchain for Customer Service
    • Field Service Drones
    • Mediated Interaction Matching
    • Things as Customers
    • Augmented Reality for Customer Support
    • Customer Psychographics
    • Workforce Engagement Management
  • At the Peak
    • IoT for Customer Service
    • Customer Journey Analytics
    • Digital Experience Platforms
    • Customer Engagement Hub
    • 360-Degree View
    • Chatbots
    • Conversational User Interfaces
    • Consumer Messaging Applications
    • Emotion Detection/Recognition
    • NLP
    • Video Calling for Customer Service
  • Sliding Into the Trough
    • In-App Mobile Customer Service
    • Robotic Process Automation Software
    • Customer Service Analytics
    • Voice of the Customer
    • Recorded Video Customer Service
    • Virtual Customer Assistants
    • Knowledge Management for Customer Service
    • Speech Analytics for Customer Service
    • Field Service Workforce Optimization
    • Mobile Field Service Management
  • Climbing the Slope
    • Analytics for Customer Intelligence
    • Proactive Communications Applications and Services
    • Cloud-Based Customer Engagement Center
    • Contact Center as a Service
  • Entering the Plateau
    • bpmPaaS
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels


Drew Kraus Olive Huang

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