Michael DeSalles is an Strategic Analyst with the Frost & Sullivan for the North America Information and Communication Technologies Practice. He focuses on monitoring and analyzing emerging trends, technologies and market dynamics in the Contact Center industry.

Since joining Frost & Sullivan in 2005, DeSalles has completed several research studies and consulting projects including end-user surveys and research studies on the World Outbound Dialing market and North American Outsourced Contact Center services markets.

Prior to joining Frost & Sullivan, DeSalles was a Network Routing Manager with AT&T Consumer Services. He brings with him considerable technical knowledge and skill, having deployed domestic and off-shore call center sites. His background in contact center management and supervision lends a unique end-user perspective on contact center operations and agent performance.