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Hype Cycle for Contact Center Infrastructure 2016

Hype Cycle for Contact Center Infrastructure 2016

In its analysis of customer service technologies, Gartner recognizes the potential impact of knowledge management, giving it a high benefit rating: “This technology enables the creation, acquisition, storage, delivery and maintenance of corporate knowledge, information and data in a format that a web-based, self-service application or mobile application can easily access, alongside the collection of knowledge from third-party websites, social media and hosted communities.”

Gartner acknowledge that the benefits of KM for customer service extend well beyond a self-service application; delivering additional value to agents, customers, field engineers, peer-to-peer support communities and partners.

Learn more about cognitive knowledge for the contact centre.

You can access a copy of the full report by registering online at Gartner's website.