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

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Contact centers aren't lacking in performance data, especially now that many capture extensive custome...

  • For Application Development & Delivery Professionals

    Report: Design Your Contact Center From The Outside In

    As enterprises strive to offer better customer experiences, they must incorporate organizational and operational change into contact center architectural design. Companies must establish custome...

  • For Application Development & Delivery Professionals

    Report: The Forrester Wave™: Contact Center Interaction Management For Midsize Contact Centers, Q3 2016

    Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of midsize contact center interaction ma...

  • For Application Development & Delivery Professionals

    Report: The Forrester Wave™: Contact Center Interaction Management For Large Contact Centers, Q3 2016

    Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of large contact center interaction mana...

  • For Application Development & Delivery Professionals

    Report: Build An Outside-In Contact Center Road Map

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

  • For Application Development & Delivery Professionals

    Report: Design Your Contact Center From The Outside In

    As enterprises strive to offer better customer experiences, they must incorporate organizational and operational change into contact center architectural design. Companies must establish custome...

  • For Application Development & Delivery Professionals

    Report: Navigate The Turbulent Waters Of Enterprise Collaboration

    Enterprise collaboration is a long-established category of technologies (e.g., email, unified communications, and social networking) that continues to evolve. Properly deployed and adopted, it c...

  • For Application Development & Delivery Professionals

    Report: Gain A Competitive Advantage Through Enterprise Collaboration

    Many of today's collaboration technology initiatives fall well short of their transformational potential. But a properly executed enterprise collaboration strategy empowers employees and connect...

  • For Application Development & Delivery Professionals

    Report: Market Overview: Chat Solutions For Customer Service

    Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor la...

  • For Application Development & Delivery Professionals

    Report: The Road To Social Business Transformation Starts With A Burning Platform

    Social business technology can transform the way employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and ideas. But e...

View all of Art Schoeller's Research

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