Global Contact Center Market Forecast – 2021–27

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.

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.

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.

Balaji Maadugula

Associate Analyst, Enterprise Technology

As an associate analyst in Omdia’s IT Data Tools & Insights team, Balaji primarily works on the IT Services Contracts Analytics tool. He focuses on tracking IT contracts of major IT vendors in various geographies across the globe. Balaji also works on the Enterprise AI Contracts Database tool, which focuses on new AI developments across various industry verticals. Balaji has also supported the team on the Banking Software Contracts Analytics tool. Balaji holds a master’s degree in business administration and a bachelor’s degree in commerce from Osmania University, Hyderabad.