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Michael DeSalles - Analyst Profile

Principal Analyst
Frost & Sullivan
Information & Communication Technologies

Summary

Michael DeSalles is a Principal Analyst with the Contact Center group at Frost & Sullivan. He focuses on monitoring and analyzing emerging trends, technologies and market dynamics in the Contact Center industry.

Michael has completed numerous research studies, white papers, custom consulting projects, end-user surveys, and market insights on:

 

Customer service and support applications
Customer Care Outsourcing
Contact Centers Going Green
On-demand Hosted Contact Center Technologies
Work-at-Home Agent Deployment


Michael is also a frequent panelist on industry podcasts as well the Company’s video, think tanks and
eBroadcast series of live webinars.

Prior to joining Frost & Sullivan, DeSalles was a Network Routing Manager with AT&T Consumer Services. He brings with him over 25 years of industry experience spanning contact center operations management, customer service and support, agent supervision, sales training, and project management in call centers.


Areas of expertise
MARKETING
SALES LEADERSHIP
MARKET RESEARCH
COMPETITIVE INTELLIGENCE


Recent items from Michael DeSalles

Actionable Strategies and Tactics to Accelerate Growth in a Highly Competitive Global BPO Market
Delivering best in class customer experience through digital solutions is key for success in the BPO industry across industries and regions. The ability to provide an omnichannel experience, efficiencies through artificial intelligence, personalized marketing and customized solutions are critical success factors. Chatbots and videoconferencing features are increasingly sought after, and incorporating unified communications is a valuable differentiator. Price continues to play a top factor in decision making. This study provides contact center outsourcers with important benchmarks across verticals, and supports their digital transformation journey. The study covers trends impacting the contact center BPO market, strategic imperatives for contact center BPO providers, end user priorities for customer engagement, outsourcer investment trends, case studies of successful digital transformation implementations, growth opportunities in 2019 and beyond, analyst commentary and perspectives, and the 2018 top predictions for the BPO Industry. Features and solutions covered include big data analytics, chat and chat Bot (Interactive Text Response), customer journey analytics, email, guided resolution/next best action, IVR, IoT, live agent voice, messaging bot, mobile customer care, proactive outbound, performance management, quality monitoring, real time speech analytics, social media analytics, speech analytics, unified agent desktop, video, web collaboration tools, workforce management, and eLearning.
Published: Apr 25 2018 Other
The North American Customer Care Outsourcing market is going through monumental changes that impact service delivery models, locations of delivery centers, and market strategies. Business Process Outsourcers (BPOs) in the customer care, support and sales arena are rapidly expanding their presence around the globe to serve new clients, acquire expanded language expertise and offer services from even more locations
Published: Sep 06 2017 Market Insights
Evolving Customer Requirements, New Technologies, Changing Markets Drive Change
Customers have higher excellent CX expectations. They seek personalized short or no wait interactions with highly trained agents who are suited to serve their unique needs. Customers expect companies to understand the full context of their communications histories. They do not want to repeat information when switching channels, resuming conversations, and engaging with other agents or staff. Customers have increased marketplace power from real-time knowledge of products and sellers, and their reputations. They also benefit from slow economic, income, and population growth that makes every profitable buyer valuable. Customers’ social comments impact other customers’ loyalty and purchases. As a result, companies seek to productively route the best customers to the best agents, or attribute-based routing. The applications use analytics, agent and customer personas, and segmentation by customer value and data dips on CRM systems. Companies also are now looking at customer interactions as customer journeys and seek to understand and to profit from them from those perspectives. New, intuitive, full-featured, and Omnichannel routing solutions, increasingly driven by artificial intelligence (AI), facilitate higher agent effectiveness and productivity. By being the voice, and via video, the face of companies, agents are becoming the linchpins of customer marketing, loyalty, and sales strategies. Customer engagement is slowly expanding from formal contact centers. Companies seek to engage IAs, such as SMEs to handle complex and high value service and sales. They have been utilizing WAHAs (who also may be SMEs) to tap excellent and flexible workforces. Companies will route contacts to available IAs and WAHAs when experiencing sharp contact spikes, and BC/DR. Rising CX expectations and customer complaints, higher nearshore and offshore costs, branding and political pressure, are leading companies to onshore customer contacts. But short leases and hosted applications enable companies to shift contacts to foreign locations should the business climate and cost factors change. New and refined technologies, standards, products, and growing use cases are prompting companies to investigate, test, and where warranted, implement WebRTC, video, and AR/VR applications. IoT devices may create a new IoT channel, with sensors sending trouble alerts to agents’ desktops when the machines cannot resolve issues. Key Findings • The market for contact center routing solutions (automatic call distributors [ACD], chat, email, interactive voice response [IVR], SMS/text), will continue to grow. Strong demand for hosted cloud applications will offset declining sales of on-premise applications. • The Internet of Things (IoT), video, augmented reality/virtual reality (AR/VR), and web real-time communications (WebRTC), will enhance CX and may improve agent productivity. These increasingly sophisticated applications are being integrated with routing solutions.
Published: Aug 24 2017 Other
Key Developments to Drive Growth-Enabling Strategies and Tactics
In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled goods—such as appliances, automobiles, entertainment products, and home security systems—are growing in functionality and complexity. Many products have the ability to be connected to and managed through the Internet; hence, the Internet of Things (IoT). In addition, a dizzying array of computers, mobile devices and medical devices require high levels of technical support. Sales, customer care and support agents in contact centers today are utilizing a much wider arsenal of communication tools - voice, video, e-mail, IVR, Web chat, file sharing, and social media. Frost & Sullivan believes that traditional voice-centric call centers are rapidly morphing into “Omnichannel Centers of Excellence and ‘Relationship Hubs’.1 Frost & Sullivan research shows that the new Omnichannel consumer wants to have access to all available channels simultaneously, including the retail in-store/in-person experience. Examine, for a minute, how the consumer landscape has changed. Customers are demanding service on the channels they prefer, such as social media sites or mobile devices. As a result, companies today have invested in newer operational processes and solutions mapped to meet the communication needs of the army of independent, autonomous self-starters; Gen Y. This movement into new realms of specialized expertise signals the opportunity for significant BPO technology investments. This evolution could translate into an enhanced value proposition for clients and consumers. How? In essence, technology platforms and new business models will be key to meeting the complex communication needs of today’s Omnichannel consumer. At the same time, younger customers in particular have become more impatient, demanding, and knowledgeable. More and more, Generation Y and Millennial consumers insist on “Omnichannel support”— a coherent, seamless Customer Experience, regardless of the channel through which they engage a business. This can range from face-to-face service to self-service. This 2-part research study provides the reader with a high-level overview of digital Customer Experience (CX) trends as we find ourselves mid-year in 2017, heading into uncharted territory in 2018; giving the readership growth insights and growth opportunities to be considered in the year ahead. This analysis presents some of the Customer Experience trends that Frost & Sullivan believes will shape, grow, and influence Customer Experience Management (CEM). The study focuses on those growth insights which are the most relevant for 2017-2018 in North America. This Growth Insight outlines the trends and insights for select industries, business models and technology areas, including: 3-D Printing Augmented Reality Freemium Voice of the Customer (VOC) Hyper-Personalization Outsourcing Government Education Travel & Hospitality
Published: Aug 18 2017 Other
Key Developments to Drive Growth-Enabling Strategies and Tactics
In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled goods—such as appliances, automobiles, entertainment products, and home security systems—are growing in functionality and complexity. Many products have the ability to be connected to and managed through the Internet; hence, the Internet of Things (IoT). In addition, a dizzying array of computers, mobile devices and medical devices require high levels of technical support. Sales, customer care and support agents in contact centers today are utilizing a much wider arsenal of communication tools - voice, video, e-mail, IVR, Web chat, file sharing, and social media. Frost & Sullivan believes that traditional voice-centric call centers are rapidly morphing into “Omnichannel Centers of Excellence and ‘Relationship Hubs’.1 Frost & Sullivan research shows that the new Omnichannel consumer wants to have access to all available channels simultaneously, including the retail in-store/in-person experience. Examine, for a minute, how the consumer landscape has changed. Customers are demanding service on the channels they prefer, such as social media sites or mobile devices. As a result, companies today have invested in newer operational processes and solutions mapped to meet the communication needs of the army of independent, autonomous self-starters; Gen Y. This movement into new realms of specialized expertise signals the opportunity for significant BPO technology investments. This evolution could translate into an enhanced value proposition for clients and consumers. How? In essence, technology platforms and new business models will be key to meeting the complex communication needs of today’s Omnichannel consumer. At the same time, younger customers in particular have become more impatient, demanding, and knowledgeable. More and more, Generation Y and Millennial consumers insist on “Omnichannel support”— a coherent, seamless Customer Experience, regardless of the channel through which they engage a business. This can range from face-to-face service to self-service. This 2-part research study provides the reader with a high-level overview of digital Customer Experience (CX) trends as we find ourselves mid-year in 2017, heading into uncharted territory in 2018; giving the readership growth insights and growth opportunities to be considered in the year ahead. This analysis presents some of the Customer Experience trends that Frost & Sullivan believes will shape, grow, and influence Customer Experience Management (CEM). The study focuses on those growth insights which are the most relevant for 2017-2018 in North America. This Growth Insight outlines the trends and insights for select industries, business models and technology areas, including: • Social Media • Mobile, Analytics • Big Data • Crowdsourcing • Industry Convergence • Unbundling of the Value Chain • Product-as-a-Service • Manufacturing • Energy and Utilities
Published: Jul 20 2017 Other
Digital Transformation of Customer Experiences
Frost & Sullivan defines Digital Transformation as the strategy and execution of harnessing digital assets and information across an organization, bringing all areas of the business into alignment with the needs of all stakeholders, including employees, customers, prospects, suppliers, distributors and partners. It is as much a mindset as it is a change in technology and its use. This is an age where customer loyalty increasingly is in question. Nowadays, consumers associate the brand with the experience forcing companies to innovate on how they engage, nurture, and retain customers. It requires a new way of thinking and the sometimes destruction of the status quo to create new models of engagement. This analysis presents some of the trends that Frost & Sullivan believes will shape, grow, and influence customer experience management. The study focuses on the growth insights which are the most relevant for 2017 in North America.
Published: Jun 21 2017 Other
Today’s customers are more concerned than ever about how companies use their data and track their activities online. While security has traditionally been viewed as the responsibility of the IT organization, progressive companies have built a separate Security Practice to stave off the onslaught of internal and external threats.
Published: Apr 10 2017 Market Insights
Exponential Technological Change—How Might it Affect the World of BPO?
This market analysis study provides market sizing and forecasts for the European contact center outsourcing (BPO) market. European market revenue represents outsourcer revenues associated with customer interactions that originate in Europe, regardless of fulfillment model. The study provides breakdown and forecasts by fulfillment platform, industry vertical, service function, and country/sub-region. Country/sub-region forecasts are provided for UK, Germany, France, Spain, Italy, Benelux, Nordics, Russia, and Rest-of-Europe. This market analysis research is provided in Excel format.
Published: Dec 14 2016 Market Research
Outsourcers Forging Ahead with Digital Intelligence
The customer care outsourcing segment supporting carevolumes for North America is mature, highly fragmented, and competitive. Frost & Sullivan research has found that there are hundreds of customer care outsourcers in North America. While competition among vendors is fierce, there are fewer than twenty global Tier I outsourcing firms that dominate the industry in North America. This Market Insight will explore how large Business Process Outsourcers (BPOs) are doubling down on their investments in technology solutions to bring added value to their clients. Examples will highlight the net effect on customer journey mapping and customer experience strategies.
Published: Nov 10 2016 Other
Linking Customer Delight with Operational Efficiencies
This Market Insight will compare and contrast 3 separate case studies; a variety of, sometimes unconventional, customer experience strategies from travel, healthcare and financial services. Companies today are desperately looking for ways to map Omnichannel strategies to their customer marketing strategies - thus taking out cost, streamlining operations and increasing revenue. The businesses that will thrive in this growing, competitive environment need to understand exactly what customers value.
Published: Nov 10 2016 Other

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