Roles and Responsibilities

Drew Kraus is a VP Analyst covering contact center infrastructure and cloud-based solutions as a member of Gartner's Customer Service and Support Technology team in the Sales & Customer Service practice. Mr. Kraus has more than 30 years of experience working in the enterprise communications solutions field, including more than 20 years at Gartner. Working with contact center planners and decision makers, he 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, he provides insights into end-user decision-making criteria and trends as input to vendors' product development and positioning, and go-to-market strategies.

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