Aphrodite Brinsmead

Principal Analyst, Customer Engagement, OVUM
Aphrodite Brinsmead
Aphrodite is a Principal Analyst in the Customer Interaction team at Ovum, where she covers contact center markets and technologies, and voice and video business. Her work primarily focuses on analyzing trends, strategies, and practices for topics such as multichannel analytics, workforce optimization technologies and CRM in the contact center. She has also written and presented on the emergence of social media as a customer service tool.
Aphrodite has authored reports identifying key market trends and competitor dynamics in the cross-channel analytics, speech analytics, e-learning and coaching, unified agent desktop tools and hosted CRM markets. She has created market forecast models indicating customer spend on workforce optimization technologies, hosted IVR, and speech recognition. She has also analyzed data from Ovum’s customer interactions survey of 4,000 consumers, where respondents were asked their opinions on changes in customer service, frustrations with contact centers, channel preferences and social media usage.
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