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Art Schoeller

Principal Analyst serving Application Development & Delivery PROFESSIONALS

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

Previous Work Experience

Art Schoeller's 35 years of experience spans the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping them establish their 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 $500M 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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21 results in Reports

  • Art Schoeller

  • For Application Development & Delivery Professionals

    Report:Update 2012: Self-Assessment For Contact Centers

    Complete This Self-Assessment Before Making Outsourcing Or Technology Upgrade Decisions

    Art SchoellerJune 01, 2012

    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: 949
    • Rating:

  • For Application Development & Delivery Professionals

    Report:Unified Communications Purchase Plans 2012

    The UC Market Matures And Consolidates

    Art SchoellerJanuary 11, 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 North...

    • Downloads: 876

  • For Application Development & Delivery Professionals

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

    Kate Leggett, Art SchoellerAugust 29, 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: 827
    • Rating:

  • For Application Development & Delivery Professionals

    Report:The Unified Communications Civil War

    I&O Must Organize IT Around A Common UC Road Map To Reduce Risk And Increase Adoption

    Art SchoellerApril 18, 2011

    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 brother...

    • Downloads: 744

  • For Application Development & Delivery Professionals

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

    Kate Leggett, Art SchoellerAugust 29, 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: 782

  • For Application Development & Delivery Professionals

    Report:Forrester's Unified Communications Road Map Planning Assessment

    Art SchoellerApril 27, 2011

    Due to the disparate nature of unified communications components (voice, video, IM, conferencing), enterprises quite frequently lack the process to develop a comprehensive UC road map. The industry...

    • Downloads: 80

  • For Application Development & Delivery Professionals

    Report:Contact Center Purchase Plans 2011

    Despite Budget Pressures, Infrastructure And Operations Professionals Are Driving A Wide Array Of Contact Center Upgrades

    Art SchoellerOctober 27, 2011

    The uncertain world economic outlook makes firms reluctant to hire new workers. Thus, it's no surprise that infrastructure and operations (I&O) pros are keen to invest in contact center upgrades to...

    • Downloads: 605

  • For Application Development & Delivery Professionals

    Report:Is It Time To Move Your Contact Center To The Cloud?

    The Growing Maturity Of Cloud Computing Influences More Contact Center Applications Decisions

    Art SchoellerJune 01, 2012

    Contact center applications that manage real-time interactions have been available as a hosted or cloud service for more than 20 years. Initially, the term used was Centrex ACD, and the technology...

    • Downloads: 611
    • Rating:

  • For Application Development & Delivery Professionals

    Report:Design Your Contact Center From The Outside In

    Strategic Plan: The Contact Centers For Customer Service Playbook

    Art Schoeller, Randy HeffnerAugust 09, 2012

    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: 564
    • Rating:

  • For Infrastructure & Operations Professionals

    Report:Build A Better Business Case For UC

    Business Impact: The Communications And Collaboration Infrastructure Playbook

    Henry Dewing, Art SchoellerJuly 25, 2012

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals who are building out communications and collaboration infrastructure. This report is designed to...

    • Downloads: 437
    • Rating:

  • For CIO Professionals

    Report:Office 2013: A Breakthrough In Productivity

    Highly Integrated With A Risk Of Lock-In

    Rob Koplowitz, John R. Rymer, Ted Schadler, Art Schoeller, Philipp Karcher, Frank E. Gillett, Christopher Voce, Leslie OwensJanuary 29, 2013

    Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...

    • Downloads: 333
    • Rating:

  • For Application Development & Delivery Professionals

    Report:SIP Trunking May Save You Money

    I&O Professionals Need To Explore SIP Trunking, But Consider Application, Security, And Interoperability Costs When Calculating ROI

    Art SchoellerAugust 25, 2011

    The communications industry continues on its path to packetizing real-time communications managed by session initiation protocol (SIP). As a result, SIP trunking is a key component that connects...

    • Downloads: 393

  • For Application Development & Delivery Professionals

    Report:Update 2011: Are Home Agents Right For Your Contact Center?

    The Challenges And Benefits Of Supporting Work-At-Home Agents

    Art SchoellerAugust 02, 2011

    Forrester identified issues facing contact center infrastructure and operations (I&O) managers in November 2008, when we first published this report. In 2011 with the economy strengthening, they now...

    • Downloads: 378

  • For Application Development & Delivery Professionals

    Report:The UC User Dilemma: If I&O Builds It, Will They Come?

    I&O Teams Can Take A More Active Role In Driving User Adoption By Avoiding Six Common UC Deployment Pitfalls

    Onica King, Art SchoellerAugust 03, 2011

    The value of unified communications (UC) increases when users have the reassurance that they can collaborate across the enterprise. For many infrastructure and operations (I&O) professionals who are...

    • Downloads: 359

  • For Application Development & Delivery Professionals

    Report:Build An Outside-In Contact Center Road Map

    Road Map: The Contact Centers For Customer Service Playbook

    Art SchoellerNovember 20, 2012

    This report outlines the road map planning of Forrester's solution for applications development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

    • Downloads: 327
    • Rating:

  • For Infrastructure & Operations Professionals

    Report:Enter More Social, Mobile, Video, And Cloud: Is Your Infrastructure Ready To Collaborate?

    Assessment: The Communications And Collaboration Infrastructure Playbook

    Art SchoellerNovember 16, 2012

    This report provides Forrester's maturity assessment for infrastructure and operations (I&O) professionals responsible for their firms' communications and collaboration infrastructure. I&O leaders...

    • Downloads: 281

  • For Application Development & Delivery Professionals

    Report:Update 2012: Proactive Outbound Notification Saves Money

    And Provides Personalized Services To Boost Customer Satisfaction

    Art SchoellerFebruary 07, 2012

    In 2009, Forrester identified opportunities for contact center infrastructure and operations professionals (I&O) to use proactive customer communications to reduce costs for incoming calls by sending...

    • Downloads: 272

  • For Application Development & Delivery Professionals

    Report:HEROes Are Using Skype — Embrace It

    How To Manage Public UC Based On Skype And Mitigate Risk

    Art SchoellerFebruary 07, 2012

    Infrastructure and operations (I&O) professionals who manage unified communications (UC) must decide how to incorporate public connections based on Skype software. HEROes in today's enterprises...

    • Downloads: 194

  • For Infrastructure & Operations Professionals

    Report:Avoid Tactical, Narrow Communications And Collaboration Infrastructure Strategies

    Strategic Plan: Communications And Collaboration Infrastructure Playbook

    Art SchoellerJanuary 18, 2013

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders developing a communications and collaboration infrastructure (CCI) strategic plan. Developing such a plan...

    • Downloads: 164

  • For Infrastructure & Operations Professionals

    Report:Use Context To Drive A Seamless UC&C Service Layer

    Vision: The Communications And Collaboration Infrastructure Playbook

    Onica King, Henry Dewing, Art SchoellerDecember 20, 2012

    Increasing consumerization of IT and advances in both cloud technologies and deployment models tremendously affect the enterprise not simply on how we communicate but where, when, and on what kind of...

    • Downloads: 169

  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

    Landscape: The Contact Centers For Customer Service Playbook

    Kate Leggett, Art SchoellerApril 17, 2013

    Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

    • Downloads: 156
    • Rating:
 
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