This forecast reveals the global contact center agent growth/shrinkage rates by country and region, broken down by various segments, including vertical markets, contact center size, premises-based and cloud-based systems, and in-house and outsources agents.
The Analyst Team
Principal Analyst, Customer Engagement
As part of Omdia’s enterprise IT team, David focuses on contact center as a service, workforce engagement management, and AI solutions, as well as agent staffing trends. He provides insights into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.
David is a multiple award-winning writer who began covering the contact center industry in 2001 as the customer service and support editor at CRM magazine. He later served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and the founding editor of SmartCustomerService.com. David holds a Bachelor of Arts in communication (with a concentration in journalism) from Hofstra University.
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.
Shanmukh is involved in IT market models and primarily deals with data modeling and forecasting for the software and IT services industry, market sizing of IT spending, and tracking industry trends. His market research helps to understand the adoption of digital transformation technologies and provides insights for IT budgets, investment priorities, and market growth.
Shanmukh is a senior analyst in Omdia’s Company Research team, having joined Omdia in September 2021. He has expertise in market sizing, trend analysis, forecasting, vendor analysis, data modeling, ICT spending prediction, and rankings for the technology spending market. Previously, Shanmukh was a team lead at MarketsandMarkets Research Private (MnM). During his tenure there, he won the quarterly star-performer award five times. With more than seven years’ experience, Shanmukh holds a Master’s Degree in business administration, specializing in marketing and finance, from IIAM Vizag, India, and a Bachelor’s Degree in computer science and economics from Vidyanagar University in West Bengal, India.
Naga Sukumar Gattu
Naga Sukumar Gattu is an Analyst, supporting the IT market models team and primarily deals with data modeling and forecasting, market sizing of IT spending, and tracking industry trends. His research helps to understand the adoption of digital transformation technologies and provides insights for IT budgets, investment priorities, and market growth.
Sukumar specializes in IT spending, budget prediction, and market forecasting. His research includes market sizing, trend analysis, forecasting, vendor analysis, and rankings for the technology spending market. Sukumar also supports database management of premium tools and the primary research and consulting projects of Omdia. Before joining Omdia, formerly Ovum, in 2013, he worked as an associate analyst at GlobalData, where he worked in market research and business intelligence. Sukumar holds a master’s degree in business administration, specializing in marketing and finance, from Osmania University in Hyderabad, India, and a bachelor’s degree in mathematics from Kakatiya University in Telangana, India.
Global Contact Center Market Forecast – 2018–24
Data / 13 Feb 2021 / Ken Landoline
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.
Global Contact Center Market Forecast: 2017–23
Data / 31 Jan 2020 / Ken Landoline
This report is a global forecast of concurrent agent positions in five global regions and 35 countries.
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