Monday, December 5th, 2011
Mexico City, Mexico, December 1st, 2011 – Peter Ryan, Senior Analyst for Ovum, Announces that he will share new research on Social Media and Mobility at the 3rd Global Contact Forum, focusing on Digital, Mobile and Social Media for Contact Center professionals.

Mr. Peter Ryan, Senior Analyst for Ovum confirms that he will share the latest research on Social Media and Digital in Contact Centers at the 3rd Global ContactForum (3rdGCF). Held annually, the 3rdGCF will be in Mexico City, March 12th-14th, 2012. The theme for the conference is Digital, Mobile and Social Media for the Contact Center and BPO industry.

Mr. Ryan, a respected analyst in the CRM space, offered his perspective on the event “The Global Contact Forum is among the pre-eminent contact center conferences in the world and a true standout in the Americas. Over the course of the past few years, it has stood out as the forum in which the current and future trends in our industry are discussed and debated, featuring the views of opinion leaders from around the world. To my mind, the focus on mobility and social media, two of the most important trends in CRM, in next year’s agenda, truly highlight the GFC’s forward-looking nature. Mr. Ryan recently authored an article on the region, which can be accessed here:

The 3rd Global ContactForum is the third installment of GCF, the most successful global conference event in Latin America for contact center professionals. Started in 2010, GCF serves as a knowledge hub for professionals, around the world, who service the customer service industry. Customer care executives, managers and supervisors gather here to discuss best practices, industry challenges, showcase new technologies, exchange ideas and share their knowledge. In 2011, more than 1,800 contact center professionals and thought leaders, from over 22 countries gathered. In 2012, the conference will focus on the Digital, Mobile and Social Media impact on the Contact Center. Companies represented at the 3rd Global ContactForum include major industry names like Google, Avaya, PCCW, Aspect, Altitude, Autonomy, British Telecom and Verizon.

Ma. Eugenia Garcia Aguirre, Chair for the event welcomed Mr. Ryan saying, "We are delighted to have Mr. Ryan with us at the 3rd installment of the event. Ovum’s research is insightful. We choose Mexico City because it is one of the largest cities in the world and we’ve had great success holding these events here,”

Those interested in more information on Peter Ryan, or the event, can visit the website for more details: Members of recognized Industry associations benefit from with a special discount of 15%, by using code ITESA15.

Keith Fiveson,
CEO, ITESA, Co-Chair
69 Fifth Avenue, Suite 9J, New York, NY 10003,
email: [email protected]

Contact Profile


In March 2001, Keith Fiveson, CEO, founded IT Enabled Services Alliance, Inc. (iTesa - People Convergence), an advisory focused on enabling communication, connection and globalization of the contact centre and business process experience. Mr. Fiveson has held executive positions at CosmoCom, BT, AT&T and MCI telecommunications, where he ran the call center solutions team. He served in the US Army's Ballistic Missile Defense Communications Activity and holds a Top Secret Clearance. As the iTesa practice leader, he brings a deep domain knowledge and resume to client engagements. The global team of partners and associates has worked with clients on projects in five (5) continents; North America, Asia Pacific, Latin America and Europe.
Keith Fiveson
P: 212-463-0043


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