Saddletree Research

Saddletree Research (2)

Syndicated Research Services

Saddletree Research offers syndicated research services to the contact center industry.  Primarily focused on demand-side information of interest to solutions providers, our current offering includes research services covering several contact center market segments, including:


Workforce Optimization(WFO)

  • Workforce Management
  • Performance Management
  • Quality Management
  • E-Learning


  • Performance Analytics
  • Speech Analytics
  • Desktop Analytics
  • Text Analytics
  • Cross-Channel Analytics

Social Media   

  • Uses & Benefits
  • Best Practices
  • Research on Research


Picture26 Recruitment and Hiring  Technologies Picture7 Customer Relationship    Management (CRM)  



Included in each annual subscription service is:



Two major reports covering such topics as:

  • End-user demand for technology solutions
  • User attitudes and intentions toward specific industry trends
  • Emerging industry trends
  • Market penetration rates based on purchase, rather than shipping data
  • Buyer attitudes and intentions based upon economic and other business trends
  • Demand forecasts based upon trend analysis


Monthly e-mail analysis of current industry events and shifts in consumer activity


30 hours of analyst inquiry time


One annual presentation, in-office briefing, webinar or podcast at no charge other than travel expenses


Priority consideration in Saddletree Research’s press and publication activities


Custom Research Services


Saddletree Research offers custom research services that provide clients with customer-specific, targeted information on the markets by our Syndicated Research services. 


This custom, proprietary research service includes deliverables such as:



In-house webinars for specific client departments; e.g., market and/or competitive overview for the sales force

Customer on-site presentations or webinars

Webinars and/or podcasts to support specific client marketing initiatives

Strategy briefings and/or reviews

Product briefings and/or reviews



 White Papers


Saddletree Research provides White Papers on a consulting basis to both clients and non-clients. 


White Paper services include:



2,500 word White Paper

Participation in a webinar to support the paper if the client so desires

White Papers can be published under the Saddletree Research masthead or published under the client’s logo masthead.

White Papers can identify the author as Saddletree Research or, if the client prefers, Saddletree Research will ghost write the paper under the authorship of the client.



Contact Saddletree Research for more detailed information or for samples of previously published White Papers.

About Us

Saddletree Research is a veteran-owned business, founded in 1999 by longtime 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 and related markets. 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 28 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 15,000 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.






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Paul is active in supporting veterans’ organizations and issues both within the contact center industry and elsewhere. He volunteers his time and energy supporting a number of veteran-related activities, particularly those that help returning veterans resume a normal, productive life. As a veteran himself, Paul is particularly dedicated to the goal of employing veterans in the contact center industry.

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