Gartner hype cycles are used to track the maturation

Of technology platforms, providing insight into how applications or technologies will evolve over time, giving companies an idea of ​​how urgent and/or risky it is. Its adoption in the context of specific business objectives. “efforts to increase the use of digital channels and improve automation rates through the use of analytics are driving spending on customer service technology, despite economic headwinds,” said drew kraus, ceo. Vp analyst at gartner. "This year's hype cycle technologies aim to improve customer service, create a more seamless customer journey, and better design and direct future journeys." the four factors identified by gartner are: 1. Connect creating a seamless customer journey across assisted and self-service channels is the top priority for customer service leaders in 2022, according to gartner. For this reason, adoption of technologies such as contact center as a service (ccaas) is increasing.



Ccaas is a cloud-based application services platform that enables organizations to manage multi-channel customer interactions end-to-end with pre-built applications to support customer and employee engagement. "The cloud allows organizations to focus on transforming the customer experience (cx), rather than managing the day-to-day technology needs Buy Bulk SMS Service of users, which is driving the ccaas market's 22% growth to reach $10.9 billion in 2023,” says kraus. Other technologies featured in the hype cycle within this category include augmented reality for customer service, consumer messaging apps, proactive communication apps and services, and video contact center. 2. Organization of processes companies are trying to offer increasingly personalized customer service, often through automation. For example, chatbots are expected to become the primary customer service channel for a quarter of organizations within five years, as they evolve to handle requests from the most engaged customers. “automating interactions in the enterprise has a tremendous business impact that cannot be underestimated,” says kraus.







“the emergence of sophisticated ai voice capabilities has made large-scale call center automation viable, with enormous potential for savings and positive cx.” other process organization profiles in the hype cycle include the customer engagement center (cec), customer technology platforms, and multi-experience.The unexpected stands out - innovation in customer service 3. Knowledge and vision innovations within this category focus on providing information about customers and operations, and recommending best next actions across functional groups. Key technologies in the hype cycle include customer service analytics, customer journey analytics, voice of the customer solutions, and knowledge management for customer service. As making better use of analytics and ai remains a top three priority for css leaders in 2022, many of the technologies in this category can help.