Art   Schoeller

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

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

Most RecentMost Popular
  • For Application Development & Delivery Professionals

    REPORT: The Forrester Tech Tide™: Enterprise Collaboration, Q1 2018

    20 Technologies Underpin Enterprise Collaboration

    February 16, 2018Art Schoeller, Nick Barber

    Enterprise collaboration (EC) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in collaboration, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 20 technology categories that support enterprise collaboration. Application development and delivery (AD&D) professionals should read this report to shape their firm's investment approach to these technologies.

  • 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: How To Create A Knockout Enterprise Collaboration Strategic Plan

    Strategic Plan: The Enterprise Collaboration Playbook

    January 18, 2018Art Schoeller

    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) professionals approach them without clear business objectives and stakeholder support. Having a strategic plan that all stakeholders agree on can make the difference. This report provides a guide for the collaboration leadership team on creating that strategic plan using Forrester's POST methodology. 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: Get A Pulse On Your Collaboration Program

    Performance Management: The Enterprise Collaboration Playbook

    November 30, 2017Art Schoeller

    The benefits of collaboration are hard to quantify. With the exception of email and audioconferencing, collaboration hasn't reached the phase where we're wondering what we ever did without it. Application development and delivery (AD&D) professionals at the helm of the collaboration leadership team should read this report to learn how to track the progress of their collaboration programs and tailor their choices of metrics to stakeholder expectations. 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 Critical Role Of Policy In Enterprise Collaboration

    Processes: The Enterprise Collaboration Playbook

    November 28, 2017Art Schoeller

    A clear collaboration policy is essential for employees using customer, partner, and internal collaboration tools. While it takes a cross-organizational team to establish a collaboration policy, the technology organization will play an increasingly important role: To steer the policy creation process, embed the policy in tools and training, and educate employees. This report provides application development and delivery (AD&D) professionals with guidance on creating an effective collaboration policy amid a changing landscape of opportunities and challenges. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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