19 years at Gartner
30 years industry experience
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
Hype Cycle for Contact Center Infrastructure, 2018
The Gartner CRM Vendor Guide, 2018
Critical Capabilities for Contact Center Infrastructure, Worldwide
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.
Aspect Communications, Competitive Analyst, 3 years
Nortel, Marketing Analyst (Intern), 1 year
Octel, Competitive Consultant, 9 years
B.S., Marketing and Management, California Polytechnic State University in San Luis Obispo