This global forecast of contact center seats projects agent demand considering multiple variables including COVID-19, country GDP, teleworking, and evolving technologies such as artificial intelligence, machine learning, and automated agents.
The Analyst Team
Principal Analyst, Customer Engagement
Ken Landoline specializes in contact center management, technologies, and related applications including interactive voice response, workforce management, artificial intelligence, speech analytics, and outsourcing. Ken supports both vendors and users of contact center technologies with his consulting offerings, white papers, webinars, blogs, and syndicated reporting.
Ken researches, writes, and reports on contact center management, technology, operations, workforce management, and customer and employee engagement issues and also develops global contact center forecasts of agent positions, contact center spending, and workforce optimization technologies. Prior to joining Omdia in 2016, Ken held analyst positions at analyst firms Current Analysis and Yankee Group. He has also held telephony product and market management positions at global telecom companies including AT&T, Siemens, Fujitsu America, and ITT Worldcom. Ken earned a bachelor’s degree from Rutgers College and an MBA from Seton Hall University.
As part of the IT team of Omdia, Malleshwari Pallapothu’s core areas include building IT software and services forecasts, generating the spending logic for the ICT Sales Prospector and Spend Predictor tools, performing vendor analysis, and supporting consulting projects. She supports enterprise vendors with tools to broadly filter and identify their prospects.
Malleshwari joined Omdia, formerly Ovum, in 2015. Her topics of expertise include primary data modeling, ICT spending prediction, market sizing, and vendor analysis. Before joining Omdia, she worked as an analyst at GlobalData, covering the mining and oil and gas industries. Her areas of expertise in that role included primary research, segmentation, market sizing, forecasting, and database creation. Malleshwari holds an MBA from the Institute of Public Enterprise in Hyderabad, India and a bachelor’s degree in electronics and communications from Jawaharlal Nehru Technology University also in Hyderabad, India.
Phaninder is an analyst in Omdia’s IT tools and insight team, where he manages the company research team and works on IT market models. He carries out financial and strategic SWOT analyses of companies, considering operational, financial, and strategic metrics across healthcare; banking, financial services, and insurance; technology, media, and telecoms; transportation and logistics; and manufacturing.
Phaninder joined Omdia (formerly Ovum) in 2018 and has expertise in providing strategic, competitive, and financial analysis of companies through advanced secondary research using both qualitative and quantitative data. He prepares insightful and intensive reports on companies, providing vital information for business and strategic planning, investment opportunities, competitor benchmarking, and marketing.
Phaninder previously worked as an analyst at Global Data PLC, where he performed secondary research, company profiling, financial analysis, and SWOT reports of companies. In 2019, he won an Omdia award for going the extra mile to deliver projects on time. Phaninder has a postgraduate diploma in banking, insurance, and finance.
Anirudh is a member of the information technology (IT) market models team. He builds and updates technology spending forecasts for industry verticals. Anirudh focuses on vendor analyses, market sizing, trend analysis, and forecasting for horizontal IT technologies.
Previously, Anirudh worked for the Global Data Research Center, where he handled market sizing, forecasting, and company analyses for the consumer-packaged goods industry. He holds a Post Graduate Diploma in Management (PGDM) in international business with a specialization in marketing and operations from the Institute of Public Enterprise (IPE), Hyderabad, India.
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