Gartner Expert

Lisa J Unden-Farboud

Sr Director Analyst

Lisa Unden-Farboud is a Senior Director Analyst in Gartner's Technology and Service Provider (TSP) group. She covers Communications Platform as a Service, telecom / technology expense management and managed mobile services. Lisa also has knowledge of virtualcare. Ms. Unden-Farboud also focuses on Communications Product Planning and Strategy and Communications Strategy Execution key Initiatives for Product Leaders, Technology Suppliers, CSP product leaders, CSP Technology leaders, General Managers and Tech CEOs.

She advises both end-user organizations with vendor selection, contract reviews, technology trends; and technology vendors, communication service providers and system integrators/outsourcers, among other vendors for technology trends with go-to-market, strategic execution, and product planning.

CPaaS is an exciting area. It enables enterprises to engage with customers at deeper levels using multiple communications modes (from basic voice, SMS, email to more advanced OTT solutions like WhatsApp, video, bots). Enterprises are increasingly embracing it as part of their digital journeys to engage across a customers' journey and to optimize processes internally.

Technology optimization (cost and efficiency) remain important to enterprises, especially as it is evolving to encompass wider communications related assets beyond traditional fixed and mobile (such as cloud, UCC, IoT, IT) and taking on newer OTT communications such as CPaaS.

Prior to her current coverage, Ms. Unden-Farboud focused on healthcare technology solutions for 3 years, enterprise communications services (for 15+ years), which incorporate fixed network services and mobile network services, communications service evolution, and carrier strategies.

Previously, she managed the process and methodologies associated with the global enterprise communications forecast and was the lead analyst specializing in enterprise network services, access services, carrier strategies.

Previous experience

In a previous position with Gartner, Ms. Unden-Farboud worked in Germany, focusing on the European voice and data communications market, specifically the Germanic markets and broadband development in these countries. Before that, she held the position of Inquiry Desk Manager for Gartner Dataquest's Telecommunications group.

Prior to joining Gartner, Ms. Unden-Farboud worked at IBM in the Government unit, where she conducted market research and market planning and provided support to the sales team.

Professional background


Sales and Marketing Support

Areas of coverage

I&O Operations Management

CSP Digital Transformation and Innovation

Marketing and Sales Execution for Tech CEOs

Industry Markets and Technologies

Communications Product Planning and Strategy


B.A., high class honors, Business Studies, Bristol Business School, University of the West of England

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Top Issues That I Help Clients Address

1CPaaS Vendor: What are the main technology trends, how is the market growing, how is it evolving to address GTM strategy? What are key use cases, what enterprise clients are purchasing?

2CPaaS End user: Which vendors can provide CPaaS services and what are they / what to expect?

3IT procurement: TEM vendor selection, when to use telecom expense management (TEM/MMS) and why and best practices in negotiation / pricing expectations?

4Vendors: The competitive landscape, TEM evolution, MMS evolution and scalability

5Investors: Opportunities in CPaaS (vendors, evolution and scalability), telecom expense management (TEM) and MMS, TEM/MMS evolution and scalability, Opportunities in CPaaS, vendors, scalability