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: 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.

  • For Application Development & Delivery Professionals

    REPORT: Organizing For Success In Collaboration

    Organization: The Enterprise Collaboration Playbook

    November 28, 2017Art Schoeller

    Too often, technology leaders approach staffing for collaboration as they would other technology organization-led projects. Application development and delivery (AD&D) leaders must establish resources to address the concerns of key stakeholders from finance, human resources, legal, compliance, and security. They also must establish a plan to address adoption, which requires new skills unfamiliar to the majority of technology organizations. This report was last published on March 4, 2016; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

    Prepare For Dips In Customer Satisfaction And Service Levels

    November 9, 2017 Daniel Hong, Nick Barber, Ian Jacobs, John Bruno, Kate Leggett, Art Schoeller

    Artificial intelligence. All the craze. Application development and delivery (AD&D) professionals are on the frontline in learning how to use AI in customer service and sales. Whether that's through chatbots, robotic process automation, or virtual assistants, you have the task of setting expectations as to what's possible with AI. In 2018, it's time to make AI work. You must separate fact from fiction, and start understanding the operational aspects you need to support AI while still keeping tabs on areas where you can apply it to improve customer service and sales.

  • 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

    October 30, 2017Art 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 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; we revised this edition to factor in new data and customer examples.

View all of Art Schoeller's Research

Clients Who Work With Art Schoeller Also Work With:

View all related analysts