Is a Research Vice President in Gartner's TSP Cloud and Communications Applications group. His research focuses on cloud delivery of unified communications (UC), VoIP, and contact centers. This includes the software-as-a-service payment model of enterprise applications, whereby users pay a monthly subscription fee. Mr. O'Connell works closely with established and emerging service providers, vendors, and systems integrators that participate in the VoIP, UC and contact center markets. Notable cloud UC vendors Mr. O'Connell works with include Cisco (Spark and HCS), Microsoft (Teams/Skype), Google (Hangouts), BroadSoft, RingCentral and 8x8, among others.
Mr. O'Connell also works with end-user clients, assisting them in identifying whether cloud UC/VoIP/contact center services are a good match for their business. His recommendations to users focus on market pricing, vendor selection, RFP preparation and requirements definition.
Mr. O'Connell has expanded his coverage to include newer technologies such as Communications Platform as a Service (cPaaS) and workstream collaboration. These emerging services serve as the communications backbone for native digital businesses and are now being deployed by Fortune 2000 digital adopters. Cornerstone capabilities include SMS messaging, mobile connectivity, communications building blocks, and applications programming interfaces (APIs). Example vendors in these markets include Twilio, Slack, Nexmo (Vonage), MessageBird, Bandwidth, and Plivo.
Previously, Mr. O'Connell worked with federal-sector clients in the area of emergency communications. These clients sought technical solutions for improving the resiliency and robustness of public wireline, wireless and IP networks. Mr. O'Connell mapped out the expected LEC and IXC TDM to NGN IP transformation and projected the impact on emergency communications programs. In addition, he served as the lead author of numerous winning proposal efforts.
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