Gartner Expert

Drew Kraus

VP Analyst

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. 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 strategic guidance in product development and positioning, as well as identifying new market opportunities and developing go-to-market strategies.

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

Octel

Competitive Consultant

Nortel

Marketing Analyst (Intern)

Areas of coverage

Application Leaders

Education

B.S., Marketing and Management, California Polytechnic State University in San Luis Obispo

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Top Issues That I Help Clients Address

1End users - help to develop customer service & contact center strategy

2End users - help prioritize contact center technology investments

3End users - contact center vendor evaluations

4End users - contact center bid reviews

5Vendors - contact center share trends in end-user inquiries