Gartner Expert

Ajit Patankar

Sr Director Analyst

Ajit is a Research Senior Director in Gartner's Communications Industries group. His research focusses on the communications platform as a service (CPaaS), contact center as a service (CCaaS), unified communications as a service (UCaaS), and digital customer service markets. Ajit works across vendors, end-users, and investors. Ajit's current research focuses on the role and strategy of Telcos in CPaaS, product and go-t0-market strategy for CPaaS vendors, the evaluation of CPaaS vendors by end-users, and the convergence of CPaaS, CCaaS, and Digital customer service and how end-users should adapt and benefit from it. As a Communications Industry analyst, Ajit helps Product Managers, Strategists, Marketers and CEOs across the spectrum of CPaaS, CCaaS, and UCaaS in areas including business strategy, product strategy and roadmaps, competitive analysis, technology trends, market forecasts, channel strategies, partnerships, marketing, demand generation, and sales enablement. His end-user support includes customer engagement strategy design, vendor selection, contract reviews, and technology trends. Ajit also works with Investor clients to advise on the impact of trends such as the rise of advanced messaging channels, API enablement of 4G/5G networks, and M&A activity on market forecasts, business outlooks, and competitive dynamics in the CPaaS, CCaaS, and UCaaS markets. Ajit works closely with established and emerging vendors and systems integrators participating in the CPaaS, CCaaS, UCaaS, and Telco markets.

Previous experience

Ajit worked for vendors in the CPaaS, CCaaS, UCaaS and Marketing Automation spaces, leading initiatives in Product Management, Product Marketing, Partnerships, Sales Enablement, and Consultative sales. He successfully launched and grew the North America Cloud Communications business for a couple of vendors.

Professional background

Alcatel-Lucent Enterprise (ALE)

Sr. Director of Product Marketing and Strategy

IMImobile (Cisco)

VP Product Marketing


Sr. Product Marketing Manager

Areas of coverage

Software Engineering Technologies

Communications Product Planning and Strategy


MBA, Ross School of Business, University of Ann Arbor, Michigan

MS (Computer Science), Louisiana Tech University, Ruston, LA

BE (Computer Engineering), University of Pune, India

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Top Issues That I Help Clients Address

1Product strategy and go-to-market for new products and offerings in the CPaaS, UCaaS, CCaaS market

2Advising end-users on how to evaluate CPaaS, CCaaS, UCaaS vendors

3Advising Telcos on how to enter and compete in the CPaaS market

4Advice to investors on growth prospects, opportunities, and threats in CPaaS, UCaaS, CCaaS markets

5Advice to end-users on how to drive customer experience and digital transformation using digital technologies