Analyst Profile
Drew Kraus
Research VP
19 years at Gartner
,
30 years industry experience
CO USA
Roles and Responsibilities
Drew Kraus is Gartner's Lead Analyst covering contact center infrastructure and cloud-based solutions as a member of Gartner's Digital Workplace Collaboration team. Mr. Kraus has more than 28 years of experience working in the enterprise communications solutions field, including more than 19 years at Gartner. Working with contact center planners and decision makers, Mr. Kraus supports contact center and customer service operations, technology and planning functions throughout the planning, buying, operations and solutions replacement life cycle. In support of technology and service providers, Mr. Kraus provides strategic guidance in product development and positioning, as well as identifying new market opportunities and developing go-to-market strategies.
Areas of Coverage
- Networking & Communications Services
- Networking & Communications Equipment
Drew Kraus's Recent Gartner Activity
Latest Research
-
Hype Cycle for Contact Center Infrastructure, 2018
08-Aug-2018 -
The Gartner CRM Vendor Guide, 2018
31-May-2018 -
Critical Capabilities for Contact Center Infrastructure, Worldwide
21-May-2018
Background
Previous Experience
Before joining Gartner, Mr. Kraus spent more than 10 years in marketing voice-related technologies, focusing on market analysis and competitive positioning. His experience includes positions at Aspect Telecommunications and Octel Communications.
Professional Background
Aspect Communications, Competitive Analyst, 3 years
Nortel, Marketing Analyst (Intern), 1 year
Octel, Competitive Consultant, 9 years
Education
B.S., Marketing and Management, California Polytechnic State University in San Luis Obispo
Languages
English
