Ross Richardson is senior manager for Voice Packaged Services (IP Telephony and Contact Centers) with Allstream, a leading communication solutions provider with a world-class portfolio of Connectivity, Infrastructure Management and IT Services. Allstream collaborates with customers to create tailored business solutions that meet their unique needs and help them compete more effectively. Ross recently completed a study of contact center location trends, including visits to sites in India, the Philippines, Australia, Canada and the USA. He can be reached at tel. 416.345.2744; firstname.lastname@example.org.