Analyst Profile

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 16 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.

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