Saddletree Research was founded in 1999 by veteran telecommunications industry analyst Paul Stockford with the objective of providing leading-edge industry information on contact center market segments that are new, emerging and/or have high growth potential.
Based in Scottsdale, Arizona, Saddletree Research provides communications industry research including analysis of market trends, issues, technologies, and companies in the contact center, Customer Relationship Management (CRM), and emerging communications markets such as social media. Prior to founding Saddletree, Paul was the Director of the Voice and Data Communications research group at Cahners In-Stat Group. Prior to joining In-Stat, he was a staff consultant with Vanguard Communications, a leading international consulting firm with primary expertise in voice and data communications.
Paul was also Principal Analyst in the Telecommunications Group at Dataquest, Inc., now Gartner Dataquest, covering the voice processing and emerging voice technologies markets. He has also held positions in sales, market planning and competitive analysis with GTE TeleMessager and GTEL Information Businesses.
A 22 year industry veteran, Paul Stockford has authored articles on telecommunications, contact centers, and customer service for several major industry journals in the U.S. and Europe. He was a monthly columnist in a variety of industry magazines including Voice Processing, Enterprise Communications, Voice+ (Great Britain), Customer Interface, CRM Magazine and Call Center magazine. He currently authors the monthly “View from the Saddle” column in Contact Center Pipeline magazine. He is widely quoted in business and general interest periodicals, and has held positions on the Editorial Advisory Boards of several magazines in the U.S. and Europe.
In 2008, Paul joined the Advisory Board of the 501(c)(6) not-for-profit National Association of Call Centers (NACC), an offshoot of the Call Center Lab at The University of Southern Mississippi. He also began serving as Research Director of the NACC in that same year, which provides Saddletree Research with access to over 50,000 end-users as the basis for research that is published in several reports and briefs each year. In 2010 Paul was elected to the NACC’s Board of Directors.
Paul also volunteers his time as the editor of publications for the non-profit organization Veterans to Work (V2W). The mission of V2W is to help find veterans of military service, particularly service-disabled veterans, employment in suitable and fulfilling career fields, one of which is customer service in the contact center industry. A veteran himself, Paul is particularly dedicated to the cause of helping returning veterans resume a normal, productive life.