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Gartner Expert
Jason Bridge
Sr Director Analyst
I am a Senior Director Analyst within the Customer Service & Support practice, focused primarily on Contact Center as a Service (CCaaS). My role includes doing research, creating actionable content, supporting client inquiries, and meeting with vendors across the customer experience and contact center industries. I leverage my decades of industry experience to help bring valuable insight, perspective and guidance to our clients.
Previous experience
Prior to joining Gartner, I worked at LiveVox in an executive sales position, focused on growing the CCaaS business, transforming market perception, and engaging with enterprise customers to improve their customer's experience with sales, service and support.
Professional background
AT&T and Lucent Technologies, IT, Program Management, Telecom and Internet Consulting, 6 years
Avaya, Contact Center sales leader; Head of Contact Center Product Management, 21 years
LiveVox, Principal Solution Strategist, 1 years
Areas of coverage
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Customer Service and Support Technology
Top Issues That I Help Clients Address
Determine the right strategy for evolving from an on-prem contact center to the cloud.
Optimize self-service containment and digital deflection to improve contact center efficiency and effectiveness.
Deliver omnichannel customer journeys and experiences to drive meaningful and measurable improvements in service.
Evaluate CCaaS vendors, market trends and what may happen in the future.
Assist large enterprise clients considering CCaaS by leveraging APIs and 3rd-party integrations.