Global Contact Center Market Forecast – 2020–26

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.

Shanmukha Venkatesh

Senior Analyst

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.

Phaninder Pasham

Analyst

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.  

Venkatesh Kusumanchi

Senior Analyst, Enterprise Technology

Venkatesh Kusumanchi joined the team at Omdia as a senior analyst in February 2022. As part of the IT Market Models & Data Tools Team at Omdia, he primarily deals with forecasting and data modeling. His responsibilities include working on Vendor Analysis and Banking Predictor Analysis.

Previously, Venkatesh worked as a senior analyst at GlobalData where he performed a wide range of tasks such as secondary market research, industry analysis, team management, company profiling, new employee training, competitive analysis, dashboards, client queries, and ad hoc projects. During his tenure at GlobalData, he won two quarterly awards and one monthly award; he was also nominated twice as the Best Employee of the Year.

With more than eight years of work experience, Venkatesh has a bachelor of technology degree in electronics and communication engineering from St. Theressa Institute of Engineering & Technology.