Gartner Expert

Sebastian Hernandez

Sr Director Analyst

Sebastian Hernandez is a Research Director with the Gartner Technology and Service Provider group, helping both vendor and end-user clients make better strategic decisions based on his 20 years of unified communications and contact center innovation experience. Mr. Hernandez advises on market adoption, technology trends, product and marketing strategies, and the business value of enterprise communications applications. He also provides strategic guidance in Product Development. He focuses on contact center, customer engagement, unified communications and collaboration applications, whether that's cloud, hosted, hybrid or premises platforms. In addition he covers industry product planning and strategy and industry strategy execution key initiatives for product managers and Tech CEOs. His career spans extensive experience within large telecom service providers, vendors and service integrators where he held different types of roles within product development, presales and professional services areas.

Previous experience

Prior to joining Gartner, Mr. Hernandez was Technical Product Owner at Vodafone. He was also Senior Solution Consultant at Polycom, Senior Solution Architect at Wipro, Technical Director for two years at Hutchinson Networks, Presales Engineer for six years at Logicalis Latam and Networks a Senior Network Analyst for seven years at Telecom Argentina.

Professional background


Technical Product Owner


Sr Solution Consultant


Senior Solution Architect

Areas of coverage

Product Strategy and Launch for Tech CEOs

Product Development

Product Introduction

Digital Workplace Applications


Universidad Argentina de la Empresa

CCIE Collaboration #24485

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Top Issues That I Help Clients Address

1Develop, package and launch differentiated contact center solution

2Which features and functionalities are most critical for contact center solutions?

3How will new technologies such as AI, CPaaS, automation impact on the contact center market?

4Which is the right pricing model (freemium, transactional, elastic or perpetual) for the contact center product?

5How is CC/UC market behaving in Europe?