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.

Art Schoeller's Research

  • For Application Development & Delivery Professionals

    Report: What You Need To Know About WebRTC

    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 fo...

    • Downloads: 77
  • For Application Development & Delivery Professionals

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

    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 tough...

    • Downloads: 266
    • Rating:
  • For Infrastructure & Operations Professionals

    Report: The CCI Market Is Poised For Growth

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

    • Downloads: 121
  • For Application Development & Delivery Professionals

    Report: Mind The Gap When Organizing To Support Contact Center Applications

    Contact center applications frequently require special service levels — such as uptime, performance, and scale — that exceed typical requirements for enterprise applications. Configuring them di...

    • Downloads: 222
    • Rating:
  • For Infrastructure & Operations Professionals

    Report: Get Organized To Stop The Communications And Collaboration Infrastructure Civil War

    In the American Civil War, many combatants on both sides had attended the Unites States Military Academy at West Point as cadets. The war pitted not only brother against brother but also cadet a...

    • Downloads: 244
  • For Application Development & Delivery Professionals

    Report: Update 2012: Self-Assessment For Contact Centers

    Today's application development and delivery professionals who support contact centers face new realities since we introduced this report in 2007. Today, the rising focus on improving the entire...

    • Downloads: 1071
    • Rating:
  • For Application Development & Delivery Professionals

    Report: Unified Communications Purchase Plans 2012

    Unified communications (UC) remains a priority for infrastructure and operations (I&O) professionals. In Forrester's Forrsights Networks And Telecommunications Survey, Q1 2011, we asked 547 Nort...

    • Downloads: 965
  • For Application Development & Delivery Professionals

    Report: TechRadar™ For Infrastructure And Operations Professionals: Contact Center Solutions, Q3 2011

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

    • Downloads: 879
    • Rating:
  • For Application Development & Delivery Professionals

    Report: TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

    • Downloads: 852
  • For Application Development & Delivery Professionals

    Report: The Unified Communications Civil War

    In the American Civil War, many combatants shared a common background of having attended the Unites States Military Academy at West Point as cadets. The war pitted not only brother against broth...

    • Downloads: 778
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