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.

Print Bio

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: 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: Knowing The Enterprise Collaboration Landscape Is Essential To Digital Transformation

Landscape: The Enterprise Collaboration Playbook

January 29, 2019Art Schoeller

Consolidation, failures, and aggressive repositioning by vendors are inevitable, leading to a confusing landscape. Anchor providers like Microsoft and Google have gaps that are filled by hundreds of mainstream and point solution providers. Workers can easily tap this vast ecosystem to support individual teams and projects. This report aims to help application development and delivery (AD&D) professionals make informed decisions on technologies in a rapidly changing enterprise collaboration (EC) landscape. 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: Setting The Technology Foundation For Your Enterprise Collaboration Strategy

Tools And Technology: The Enterprise Collaboration Playbook

January 29, 2019Art Schoeller

Many organizations are making a fundamental bet on enterprise collaboration (EC) to link the various roles in the customer experience ecosystem and make worker effectiveness and engagement into a competitive differentiator. Strategic vendor alignment will lay the foundation for and shape workers' experience for the foreseeable future. Application development and delivery (AD&D) professionals need to consider these decisions in the context of an overall strategy to avoid technology decisions that preclude optimal success later. 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: Gauge Your Enterprise Collaboration Maturity

Assessment: The Enterprise Collaboration Playbook

January 3, 2019Art Schoeller, Cheryl McKinnon

Enterprise collaboration (EC) tools can dramatically improve the flow of information among employees and lower the barriers to deeper customer engagement. Yet adoption and actual business value can be low. Application development and delivery (AD&D) professionals can make a difference in the success of their programs by identifying and overcoming the adoption and impact barriers. 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: Vendors Battle For The Heart Of The Contact Center

Landscape: The Contact Centers For Customer Service Playbook

November 28, 2018 Kate Leggett, Art Schoeller, Ian Jacobs, Laura Naparstek

The heart of the contact center comprises a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros supporting customer service operations need cloud-ready, deeply integrated technology suites. This report examines the market dynamics and buyer requirements for contact center technologies. 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: Design Your Contact Center To Be Customer-Centric

Strategic Plan: The Contact Centers For Customer Service Playbook

July 30, 2018Art 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

March 12, 2018Art 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 provides application development and delivery (AD&D) professionals with a step-by-step guide to helping their organizations create and execute a successful EC business 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: 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

August 7, 2018Art 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 updates 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

February 28, 2018Art 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.