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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 in the Sales & Customer Service practice. 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 insights into end-user decision-making criteria and trends as input to vendors' product development and positioning, and 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, 3 years
Nortel, Marketing Analyst (Intern), 1 years
Octel, Competitive Consultant, 9 years
Education
B.S., Marketing and Management, California Polytechnic State University in San Luis Obispo
Top Issues That I Help Clients Address
End users - help to develop customer service & contact center strategy
End users - help prioritize contact center technology investments
End users - contact center vendor evaluations
End users - contact center bid reviews