Gartner Expert

Megan Marek Fernandez is a Sr. Director Analyst in Gartner's Enterprise Communications Industries High-Tech & Invest group. Megan focuses on customer service and support solutions and unified communications technologies, including GenAI contact center as a service, unified communications as a service (UCaaS), telephony, and conferencing and collaboration markets. Her research explores artificial intelligence applications and cloud-based communications. She advises providers (established communications providers, hyperscalers, applications specialists, emerging technology providers, service providers and systems integrators) selling these solutions on the evaluation of growth market opportunities, competitive positioning, end user purchasing priorities, market segmentation strategies and go to market positioning tactics. In addition, Megan advises end users on vendor selection and adoption strategies associated with generative AI, customer service and unified communications. Megan advises investors on vendor positioning evaluations, shifting market dynamics, and market and technology opportunities.

Megan leads Gartner's quarterly Unified Communications / Unified Communications as a Service forecast insight. This coverage includes telephony, conferencing, group videoconferencing systems and video infrastructure markets. Quarterly forecast updates include in-depth assumption analysis including insight into key influencing factors driving forecast changes. Megan also works collaboratively on Gartner's contact center forecast research.

Megan advises clients on solution adoption distinctions and growth opportunities at the business size segment level, providing insight into key small business versus large enterprise growth trajectories. Additionally, Megan provides insight into unique customer service and UCaaS vertical market purchasing requirements and growth market opportunities at the industry level.

Previous experience

Professional background