Service leaders from around the globe collaborated to benchmark plans for 50 established and emerging technologies.
Exploring e ctur Touch/Visual IVR u str Function-Specific fra Intranet/Wiki In Consolidated Agent Desktop Chatbots/Virtual IVR Adopting
Customer Assistants
C ha Contact Center as a Service Internet
nn of Things
els Unified Communications
an Search Engine
dC Optimization Computer Telephony Integration
apa Web Chat Community Forum MDM/Data
bili Embedded vity
Automatic Call Distributor/ Management
ties Intelligent Routing ucti
Messaging Voice Voice of the Internal Biometrics rformance and Prod
Employee Time Collaboration Tools
Management Videoconference/ Voice Online Account Chat Assistance and Task Management Over IP Portal
Quality Monitoring AI/Machine
Recruiting and Social Media Learning Onboarding Software Workforce Evaluation and Email Management/ Improvement Employee Metrics and Mobile App Scheduling Recognition Tools Software Customer Social Media AR/VR Case ee Pe
Learning Surveys Engagement Co-browsing/
Management Collaborative Customer Management Systems Interfaces Service Dashboard oy
Analytics pl
Knowledge Em
Digital Analytics Social Media Management Analytics
Vo Callback/ t i ce Autodialer en em Sentiment Analysis of g th ga eC En ust r om er to me C us
n = 248 Source: 2020 Gartner Technology Roadmap Survey Note: Items are scored relative to one another within each section.
Current Adoption Current Value Future Value
Degree of adoption is measured by Current value is measured by Future value is measured by the extent and nature of deployment the perceived current value of anticipated future value of the throughout organizations. technologies currently in use technology for the organization throughout organizations. in two years’ time.
Exploring Adopting Embedded Low Medium High Less Same More
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