Technologies in

Service Bullseye 2023

Customer service and support leaders
across industries and business models
benchmarked their plans for 45 established
and emerging technologies and capabilities.

Exploring
Ch
ols a nn
y To Augmented els
it Reality
c tiv (AR)/Virtual
du Reality (VR)
P ro Third-Party Messenger
d Applications
an

Community
Adopting

Video Conferencing/
ce

Forum/
Video Chat
an

Employee Customer
rm

Recognition Tools SMS/MMS/RCS Community

fo

Quality Monitoring Messaging Platform

er

Software (QMS) Recruiting and

eP

Onboarding Software Mobile App

Live Chat
ye
plo

Performance Social Media

Management Tools Posts
Em

Embedded

Project Management Phone/

Cha
Software Voice

nnel
Uni�ied Visual IVR
Workforce Email
Communications

Capabiliti
Management Online Account
Learning Management Software
Systems (LMS) Portal
Interactive
Internal Collaboration Tools Voice
Response es
(IVR) Virtual Customer
Case Assistants (VCAs)/
Social Media Management Chatbots
Engagement Tools Systems
Surveys
Self-Service
Interaction Escalation- Cloud-Based Sentiment Analysis
to-Rep Tools Contact
Cus

Assistance
Tools Center System
Social Media Analytics
tom

Knowledge Management Text

er E

Systems (KMS) Analytics

s

Digital Experience
od

Analytics
n

th
ga

Me

Customer Analytics
ge

Co-Browsing/ Speech Analytics

Dashboard
me

ic s

Collaborative On-Premises
Customer Journey
nt

Customer
yt

Contact Analytics
al
To

Interfaces Center System Consolidated

An
ol

Agent
s

)
oC

Callback/ Desktop
Predictive
(V

Auto-Dialer
Analytics er
Master Data
o m
Voice Biometrics Management u st
Software Technology e-C
-t h
Internet of Things
e-of
Op c
Voi
Functionality
era
tion
s and
Infrastructure Tools

n = 232
Source: 2023 Gartner Technology Trends in Service Survey
Note: Items are scored relative to one another across all sections.

Current Adoption Current Value Future Value

The extent and nature of technologies’ The perceived current value of The anticipated future value of
deployment throughout organizations technologies to organizations technologies to organizations in
two years’ time
Exploring
Adopting
Embedded
Low Medium High Low Medium High

Already a client?
Get access to even more resources in your client portal. Log In

Become a Client Follow Us on LinkedIn Gartner for Customer Service & Support

Source: Gartner
© 2023 Gartner, Inc. and/or its affiliates. All rights reserved. CM_GTS_2377411