Gartner Reports

Gartner Hype Cycle 2019

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Hype Cycle for Customer Service and Support Technologies, 2019

“For decades, the customer engagement center (CEC) and contact center (CC) have been integrating at arm’s length, with limited sharing of customer interaction channel functionality and data. The result has been a fragmented customer experience, leaving the customer to guess as to which channel will yield the best answer fastest, and often trying multiple channels in hopes of getting a more favorable outcome.”
“The 2019 Hype Cycle for customer service and support technologies combines the formerly separate yet closely related Hype Cycle for CRM customer service and customer engagement and Hype Cycle for contact center infrastructure.”


Analysts: Drew Kraus, Olive Huang, Published: 26 September 2019

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Gartner, Hype Cycle for Customer Service and Support Technologies, 2019, 26 September 2019, Drew Kraus, Olive Huang Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.