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.

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

Performance Management: The Contact Centers For Customer Service Playbook

May 1, 2018Art Schoeller

To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Contact centers don't lack for performance data, especially now that many of them capture extensive customer feedback. Advances in speech and text analytics add rich data about agent interactions but can become another island of information. This report shows how application development and delivery (AD&D) professionals supporting contact centers can best use this data, turn it into actionable information, and drive continuous improvement, resulting in better customer service. 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: Mind The Gap When Organizing To Support Contact Center Applications

Organization: The Contact Centers For Customer Service Playbook

April 18, 2018Art Schoeller

Contact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience but the agent and management experience, as well. How should technology organization leaders organize to support these specialized sets of applications? This report examines the gap between contact center operational roles and application development and delivery (AD&D) professionals. 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: Collaboration Success Hinges On Effective Change Management

Continuous Improvement: The Enterprise Collaboration Playbook

April 10, 2018Art Schoeller

For two decades, companies have introduced new and potentially better tools to help employees collaborate, only to see tepid adoption. In the past several years, employees have begun to self-provision their own tools like Dropbox and Skype. The cost of poor adoption is twofold: underutilized investment as well as unmet business objectives. This report details the skills and resources that application development and delivery (AD&D) professionals need to drive adoption and change management in collaboration initiatives. 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: Five Methods For Measuring Call Deflection From Experiences That Begin With Digital

How To Prove The ROI Of Your Digital Service Channel Investments

March 5, 2018 Ian Jacobs, Art Schoeller

Application development and delivery (AD&D) professionals supporting contact centers must rein in costs without negatively impacting customer experience. They have heavily bet on lower-cost digital channels to help achieve those goals. But proving that customers have successful digital customer service interactions without falling back to more expensive channels like the phone can be a significant challenge. This report provides AD&D pros with the tools to prove the ROI for those digital investments.

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: Design Your Contact Center To Be Customer-Centric

Strategic Plan: The Contact Centers For Customer Service Playbook

August 31, 2017Art Schoeller, Randy Heffner

As enterprises strive to offer better customer experiences, 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 customer experience (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: The Path To Customer Obsession Is Paved With Enterprise Collaboration

Vision: The Enterprise Collaboration Playbook

February 8, 2018Art Schoeller

Businesses rely on an ecosystem that brings together networks of employees, partners, and customers to build and deliver profitable customer experiences. Keeping these disparate groups engaged and effective is a challenging task for most businesses. Enter enterprise collaboration (EC). Properly deployed and adopted, these tools can provide the connective tissue for your company's customer experience (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: 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.
For Application Development & Delivery Professionals

REPORT: Build An Outside-In Contact Center Road Map

Road Map: The Contact Centers For Customer Service Playbook

August 24, 2017Art 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 application development and delivery (AD&D) professionals working in customer service. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.