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: Increase Customer Service Agility With Cloud Contact Centers

    Contact center interaction management (CCIM) software continues to evolve into integrated suites that vendors offer as a service. These vendors are reporting 20% growth rates, while on-premises ...

  • For Application Development & Delivery Professionals

    Report: How To Create A Knockout Enterprise Collaboration Strategic Plan

    Enterprise collaboration programs can provide the connective tissue of the customer experience (CX) ecosystem. However, programs fall flat when application development and delivery (AD&D) profes...

  • For Application Development & Delivery Professionals

    Report: Assess The Capabilities And Impact Of Your Enterprise Collaboration Toolkit

    New enterprise collaboration tools that dramatically improve the flow of information among employees and lower the barriers to deeper customer engagement hold promise, yet deployments are low, a...

  • For Application Development & Delivery Professionals

    Report: Vendors Battle For The Heart Of The Contact Center

    The heart of the contact center is comprised of a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D)...

  • For Application Development & Delivery Professionals

    Report: Define Business Value In Collaboration

    Growing evidence points to a road to measuring collaboration success. Sales, customer service, and the supply chain are initial areas where collaboration adds measurable business value. Once org...

  • 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...

  • 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: 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...

  • 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...

View all of Art Schoeller's Research

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