Ken Landoline is Principal Analyst in Ovum's Customer Engagement team, specializing in on-premise and cloud contact center technologies and applications including IVR, WFM, AI, speech analytics, and contact center business process outsourcing. He provides analysis and insight into contact center management, technology, operations, workforce management, and customer and employee engagement issues. Prior to joining Ovum in 2016, Ken held analyst positions at Current Analysis and Yankee Group. He also has held telephony product and market management positions at global telecom companies including AT&T, Siemens, Fujitsu America and ITT Worldcom. Ken earned a BA degree from Rutgers College and an MBA from Seton Hall University.