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.


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: Collaboration Success Hinges On Effective Change Management

    For two decades, we've introduced new and potentially better tools to collaborate, only to see tepid adoption. Over the past few years, knowledge workers have started to self-provision their own...

    • Downloads: 873
  • For Application Development & Delivery Professionals

    Report: Embrace Continuous Improvement To Power Customer Service Operations

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D) ...

    • Downloads: 590
  • 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...

    • Downloads: 979
  • For Application Development & Delivery Professionals

    Report: Vendor Landscape: Interactive Voice Response Solutions

    Are interactive voice response (IVR) solutions a necessary evil, old technology on its way out, or a strategic component of enterprise self-service? How is IVR evolving and what role can it play...

    • Downloads: 119
  • For Application Development & Delivery Professionals

    Report: Mind The Gap When Organizing To Support Contact Center Applications

    Contact center applications frequently require special service levels — such as uptime, performance, and scale — that exceed typical requirements for enterprise applications. Configu...

    • Downloads: 495
  • For Application Development & Delivery Professionals

    Report: Design Your Contact Center From The Outside In

    As enterprises strive to offer better customer experiences, they need to drive organizational and operational change into contact center architectural design. Today's challenge is not only multi...

    • Downloads: 1479
  • 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: 1186
  • 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: 1063
  • 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...

    • Downloads: 1140
  • 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: 1152
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