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: Brief: How Financial Services Firms Use Video To Transform Customer Experiences

    In the age of the customer, trust and transparency are critical for banks, investment management firms, and insurance providers. With the growth of online and mobile banking, online video and vi...

    • Downloads: 108
  • For Infrastructure & Operations Professionals

    Report: Brief: Avaya Re-Engages Its Partners And Customers With A Stronger Strategy

    At its annual partner event, Avaya launched a new set of initiatives to help its partners differentiate themselves and to help infrastructure and operations (I&O) professionals transform custome...

    • Downloads: 48
  • For Application Development & Delivery Professionals

    Report: Contact Centers Must Go Digital Or Die

    Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as w...

    • Downloads: 371
  • For Application Development & Delivery Professionals

    Report: The Unified Communications Framework For Voice Integration

    Expanding enterprise unified communications (UC) capabilities improves the ability to win, retain, and serve customers so it's important to tackle the barriers to adoption. Users may use alterna...

    • Downloads: 129
  • For Application Development & Delivery Professionals

    Report: Customer-Activated Communication And Collaboration Will Support The BT Agenda

    Listening and responding to the voice of the customer (VoC) is rapidly becoming an imperative. Marketing often gets the listening ball rolling, but real transformation integrates systems to capt...

    • Downloads: 111
  • For Application Development & Delivery Professionals

    Report: Design Your Contact Center From The Outside In

    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 challen...

    • Downloads: 1219
  • 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...

    • Downloads: 1101
  • 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: 1121
  • For CIOs

    Report: The Social CIO

    Free access to and sharing of ideas is the hallmark of the digital age. Today, your customers, partners, and employees can share information to form opinions that can affect your business and, o...

    • Downloads: 960
  • For Application Development & Delivery Professionals

    Report: TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 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: 898
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