Peter Ryan, who was recently principal analyst with Ovum’s global IT services practice, has joined call center service provider Conduit Global. In his new role, vice president of customer and market solutions, Ryan will be providing market intelligence for the company, helping to further establish its name among the influencer community, and enhancing its portfolio of services.
“This is an exciting opportunity. It gives me a chance to put into practice some of the advice I have been providing in the past decade,” Ryan told Nearshore Americas.
Conduit Global, a part of the New York-based kgb family of companies, is a business services provider, offering customer-facing services and a suite of technology managed services through locations in the United States, Europe, Africa, and the Philippines. “Peter brings a wealth of knowledge about our markets and the needs of business customers, and will strengthen the many innovations that we continue to drive for both” said Jim Farnsworth, president and chief executive of Conduit Global.
The company employs over 5,000 people globally and its clients include the likes of Xerox, British Gas, and other major brands in healthcare, energy, government, technology, and communications.
Over the past 12 years, Peter Ryan has spoken and written extensively on the call center industry. In 2013, Nearshore Americas named him as one of the most influential leaders in the Latin American outsourcing industry, recognizing his ability in spotting new trends before they become apparent.
His areas of research are wide-ranging within BPO/CRM and include company profiling, self-service technology, and speech solutions. He says automation or robotic process automation (RPA) will not — at least in the short term — kill many jobs in the call center industry.
“At the end of the day, one of the key aspects of good CRM delivery is ensuring you got agents on telephone, you got agents handling emails, and you got agents handling complex web chats,” said Ryan. “I don’t think consumers will tolerate generic, robotics answers to their specific questions.”
Conduit does not have presence in Latin America, but Ryan said the region is very much on the “company’s radar” and it is currently looking to partner with players in the region.
Before joining Ovum, Ryan worked for Datamonitor and Gateway Computers, where he acquired an in-depth understanding of strategic marketing. He also served for a year at the Bank of Ireland.
Ryan holds a BA in Political Science and Economics from the University of Saskatchewan. He will be working for Conduit from his base in Montreal.