Workforce Optimization Technologies Forecast – 2021–26
The Analyst Team
David Myron
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.
Adam Shafi Baig
Senior Analyst, Enterprise Technology
Adam Shafi Baig, a senior analyst at Omdia, supports the IT market models team. He primarily deals with different forecasting models, market sizing for IT spending, and tracking industry trends. His work helps with understanding future spend in IT budgets.
Adam previously worked with GlobalData and ARi. He has experience in data modelling, top-down and bottom-up approach forecast models, industry analysis, and product analysis. He completed his PGDM at Vishwa Vishwani School of Business and holds a Bachelor of Technology from Jawaharlal Nehru Technological University, Kakinada.
Naga Sukumar Gattu
Analyst
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.
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Global forecast of workforce optimization tools, which are a fast-growing subsegment of the contact center market. The COVID-19 pandemic, which caused the shift to working from home, has boosted global WOT growth across several categories.
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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.
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