Art Schoeller

Vice President, Principal Analyst Serving Application Development & Delivery Professionals

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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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Art Schoeller

Vice President, Principal Analyst Serving Application Development & Delivery Professionals

Read Art's blog posts

Previous Work Experience

Education

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

Research Coverage

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Art Schoeller's Research

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For Application Development & Delivery Professionals

REPORT: Design Your Contact Center To Be Customer-Centric

Strategic Plan: The Contact Centers For Customer Service Playbook

September 25, 2019Art Schoeller

As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish customer journey maps that provide a seamless transition between self-service and the contact center. This report shows application development and delivery (AD&D) pros how to develop contact center architectures in line with CX governance. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Build An Outside-In Contact Center Road Map

Road Map: The Contact Centers For Customer Service Playbook

September 17, 2019Art Schoeller

In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center road map in the context of a broader customer experience (CX) ecosystem allows enterprises to differentiate themselves from the competition and reduce costs. This report outlines the road map planning of Forrester's solution for customer service leaders. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: The Forrester Wave™: Unified-Communications-As-A-Service (UCaaS) Providers, Q3 2019

The Nine Providers That Matter Most And How They Stack Up

August 27, 2019Art Schoeller

In our 31-criterion evaluation of UCaaS providers, we identified the nine most significant ones — 8x8, Cisco, Dialpad, Fuze, Microsoft, Mitel, RingCentral, Star2Star, and Vonage — and researched, analyzed, and scored them. This report shows how each provider measures up and helps application development and delivery professionals select the right one for their needs.
For Application Development & Delivery Professionals

REPORT: FAQ: Enhance Your Contact Center With Home-Based Customer Service Agents

As The Gig Model Gains Ground, Work-From-Home Customer Service Agent Programs Become The New Normal

July 2, 2019Art Schoeller, Ian Jacobs

What does a successful work-from-home customer service agent program look like? How do you measure success and ensure continuous improvement? In this brief, we answer the most common questions from Forrester clients and customer service leaders about how to successfully implement a home agent program.
For Application Development & Delivery Professionals

REPORT: GDPR-Like Regulations Are Going Global — Is Your Customer Service Organization Ready?

How Customer Data Moves Through Your Contact Center Will Determine Your Compliance Path

June 25, 2019Art Schoeller

Just over a year after the EU General Data Protection Regulation (GDPR) took effect, we're starting to see the consequences for firms that don't meet compliance standards — and this is only the beginning. Data privacy regulations in the US are gaining momentum, particularly as we look to the 2020 implementation of the California Consumer Privacy Act (CCPA). Contact centers, which headlines often ignore, are on the frontlines when it comes to consumer backlash after a data breach. Customer service leaders must act quickly to shore up their data compliance and put consumer privacy at the front of their customer experience strategy.

For Application Development & Delivery Professionals

REPORT: Design Your Contact Center To Be Customer-Centric

Strategic Plan: The Contact Centers For Customer Service Playbook

September 25, 2019Art Schoeller

As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish customer journey maps that provide a seamless transition between self-service and the contact center. This report shows application development and delivery (AD&D) pros how to develop contact center architectures in line with CX governance. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Gain A Competitive Advantage Through Enterprise Collaboration

Executive Overview: The Enterprise Collaboration Playbook

June 10, 2019Art Schoeller

Many of today's collaboration technology initiatives fall well short of their transformational potential. But a properly executed enterprise collaboration (EC) strategy engages employees and connects the customer experience (CX) ecosystem in new ways to create business value. Forrester's EC playbook is a step-by-step guide that enables application development and delivery (AD&D) professionals to help their organizations create and execute successful EC business strategies. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: The Path To Customer Obsession Is Paved With Enterprise Collaboration

Vision: The Enterprise Collaboration Playbook

March 15, 2019Art Schoeller

Businesses rely on an ecosystem that brings together networks of employees, partners, and customers to build and deliver profitable customer experiences (CXes). Keeping these disparate groups engaged and effective is a challenging task for most businesses. Enter enterprise collaboration (EC). Properly deployed and adopted, EC tools can provide the connective tissue for your company's CX ecosystem. This report details the vision for application development and delivery (AD&D) professionals tasked with building an EC strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Build An Outside-In Contact Center Road Map

Road Map: The Contact Centers For Customer Service Playbook

September 17, 2019Art Schoeller

In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center road map in the context of a broader customer experience (CX) ecosystem allows enterprises to differentiate themselves from the competition and reduce costs. This report outlines the road map planning of Forrester's solution for customer service leaders. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: A Solid Enterprise Collaboration Road Map Reduces Risk And Drives Adoption

Road Map: The Enterprise Collaboration Playbook

June 14, 2019Art Schoeller

Enterprise collaboration (EC) technology can transform how employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and ideas. But the turbulent EC market challenges application development and delivery (AD&D) pros to ensure that the right road map will optimize upfront and ongoing expenses and increase user adoption. The road map must also consider adjacent technologies that can affect system performance, user experience, and risk and compliance policies. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.