Mona Sultan

Speaking Sessions: How unified communications is transforming customer interaction

Company: Datamonitor
Job title: Analyst, Customer Interaction Technologies

Mona is an analyst in the Customer Interaction Technologies team, covering contact center markets and technologies. With a strong focus on hosted contact centers Mona analyses the trends, strategies and practices of vendors, SIs, and Telcos in all global markets.

Mona has authored material which provides market sizing and forecasts across key verticals, and identifies key trends in technology, strategy, and business drivers, most recently on Contact Center evolution in the Middle East and in Asia-Pacific. Mona has additionally worked on a variety of contact center consultancy projects, namely on hosted offerings and solution providers go-to-market strategies. Mona is a frequent speaker at industry conferences and client seminars.

Prior to joining Datamonitor, Mona worked for British Telecom in various finance departments, and upon leaving worked as a Finance Analyst focusing on the business transformation of its Broadband strategy looking at the running costs of the telecom network and its associated assets to set both wholesale and retail prices.

Mona holds a BA in Law and Development Studies from the School of Oriental and African Studies, London University.