This report looks at the impact of COVID-19 on the Contact Centre Outsourcing industry. It presents the evolving expectations of organisations from their outsourcing providers and provides guidance to the outsourcing providers on the areas of focus for the future. The report leverages the findings of the global Ecosystm CX study that is live and ongoing on the Ecosystm platform.
Audrey William
Principal Advisor, Ecosystm
One of the foremost multi-disciplinary analysts in the APAC region, Audrey boasts an eclectic set of expertise, in segments as diverse as enterprise collaboration, unified communications-as-a-service (UCaaS), video, contact center, CX, outsourcing as well as artificial intelligence, enterprise mobility and digital transformation.
Audrey has a proven track record both as an analyst and a business leader, having spent close to two decades in various analyst roles at Frost & Sullivan, providing counsel to C-level executives on go-to-market strategies – most recently as Head of Research and Senior Fellow at the firm’s ICT practice in Australia and New Zealand. As one of the pioneers of the firm in the region, Audrey played a pivotal role in its regional expansion, including building and mentoring a team of analysts across various markets in Asia-Pacific, including Malaysia, Singapore and Australia.
Beyond her involvement as an analyst, Audrey is also a prominent keynote speaker, having delivered over 150 speaking engagements addressing various technology segments. She is regularly quoted in the media for her insights into ongoing technology trends and news.
Audrey is an honours graduate from the Institute of Chartered Secretaries and Administration (ICSA) in the UK. She also holds Diplomas in Management Accounting and Financial Accounting from the London Chamber of Commerce Institute (LCCI). In her free time, she loves to read literary fiction and is a jazz enthusiast.
