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.
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