Daniel Hong, Lead Analyst, Customer Interaction, Ovum

Daniel Hong, Lead Analyst, Customer Interaction, Ovum

Daniel Hong is part of Ovum’s technology R&A group where he heads the firm’s global Customer Interaction (CI) research and consulting practice. Daniel is responsible for the tactical direction of contact center markets and voice and video business technology research, analyzing trends, strategies and practices for voice solutions across CRM, enterprise, desktop, mobile and ubiquitous computing environments. Daniel has authored over 50 reports, benchmark studies and articles that examine the issues, trends, opportunities and trajectories of the CI market. Daniel holds a BA degree from the University of California at Irvine.