Art Schoeller

Vice President, Principal Analyst serving Application Development & Delivery PROFESSIONALS

As vice president and principal analyst at Forrester Research, Art Schoeller supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises.

Previous Work Experience

Art Schoeller's 35 years of experience span the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping it establish its early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications.

In addition, Art has had vice president and director level roles in product management and marketing for conferencing, collaboration, and unified messaging products while at AT&T/Lucent and Dictaphone. In the four years he worked at Microsoft, he led the development of a unified communications and collaboration solution with Accenture that drove $500 million in software and services sales, and 1 million seats of cloud computing. Art also filled leadership roles in analyzing these markets while holding director level positions at Gartner Group, Yankee Group, and now Forrester Research. In these roles, he did industry leading research on the transition to VoIP, multichannel contact centers, and speech recognition technology.

Education

Art has a dual B.S. degree in computer science and computer engineering from Brown University.

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9 results in Reports

  • Art Schoeller
  • Past 12 months
  • IT Infrastructure & Operations
  • For Application Development & Delivery Professionals

    Report:Design Your Contact Center From The Outside In

    Strategic Plan: The Contact Centers For Customer Service Playbook

    As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challenge is...

    • Downloads: 991
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: On-Premises Unified Communications And Collaboration, Q2 2014

    The 11 Providers That Matter Most And How They Stack Up

    In Forrester's 29-criteria evaluation of enterprise on-premises unified communications and collaboration (UC&C) solutions vendors, we identified the 11 most significant providers — Aastra...

    • Downloads: 274
  • For Application Development & Delivery Professionals

    Report:Vendors Battle For The Heart Of The Contact Center

    Customer service leaders struggle to meet customer expectations and internal cost structures. One leading factor contributing to this struggle is that the heart of the contact center is comprised of...

    • Downloads: 148
  • For Application Development & Delivery Professionals

    Report:Refine The Source Of Truth In Your Contact Center To Drive Better Performance

    Performance Management: The Contact Centers For Customer Service Playbook

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Today's contact centers are not lacking a large quantity of data about their performance, especially now...

    • Downloads: 123
  • For Infrastructure & Operations Professionals

    Report:Five Trends To Help You Enable Collaboration In Context

    Generating ROI By Delivering Value To Users And Customers

    Unified communications and collaboration (UC&C) solutions have been evolving from science experiments to useful business tools for a decade. Communications-enabled collaboration experiences allow...

    • Downloads: 139
  • For Application Development & Delivery Professionals

    Report:See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold

    The Technology Arrives, But Does It Improve The Customer Experience?

    Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are...

    • Downloads: 261
  • For Application Development & Delivery Professionals

    Report:What You Need To Know About WebRTC

    Communications Application Development In Browsers Will Increase Customer Engagement And Unified Communications Adoption

    Communicating in real time via video, voice, and data has long been an important capability for the enterprise workforce. Integrating real-time communications into browser applications allows for...

    • Downloads: 146
  • For Application Development & Delivery Professionals

    Report:Connect The Dots Between Customer Self-Service And Contact Centers

    Capturing Interaction Data From Multiple Self-Service Touchpoints To Increase Revenue And Effectiveness And Cut Costs

    As self-service systems of engagement channels such as mobile, the Web, and interactive voice response (IVR) peel off an increasing number of straightforward customer service requests, the tougher...

    • Downloads: 461
  • For Infrastructure & Operations Professionals

    Report:The CCI Market Is Poised For Growth

    Benchmarks: The Communications And Collaboration Infrastructure Playbook

    This report provides IT infrastructure and operations (I&O) professionals with strategic benchmarks to compare their communications and collaboration infrastructure budgets, priorities, motivations,...

    • Downloads: 139