Technologies in

Service 2020 Bullseye

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

Predictive Analytics Self-Service Escalation

to Rep Tools
Speech Interaction Assistance Tools
Analytics Enterprise Feedback
Management

Text 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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