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

  • For Application Development & Delivery Professionals

    Report: Weave Support For Text Chat Into Your Omnichannel Customer Service Strategy

    Application development and delivery (AD&D) professionals face a distinct challenge serving the increasingly mobile customer. Getting consumers to download, install, and regularly use mobile app...

    • Downloads: 5
  • For Application Development & Delivery Professionals

    Report: Vendor Landscape: Contact Center Interaction Management

    Serving the digital consumer by moving to a full omnichannel contact center has become an imperative, not a luxury. Vendors supplying contact center interaction management (CCIM) software contin...

    • Downloads: 100
  • For Application Development & Delivery Professionals

    Report: Brief: A Focus On Cloud And The Age Of The Customer Power A Revived Aspect Software

    Aspect Software, long thought of as a moribund player in the contact center technology market, brought in a new management team a little over two years ago to right the ship. Now that the new te...

    • Downloads: 45
  • 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: 1016
  • For Application Development & Delivery Professionals

    Report: Say Goodbye To UC; It's Time For Customer-Activated Communication And Collaboration

    Application development and delivery (AD&D) professionals responsible for communications and collaboration applications constantly struggle with driving consistent adoption and business value. W...

    • Downloads: 185
  • For Application Development & Delivery Professionals

    Report: Design Your Contact Center From The Outside In

    As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challen...

    • Downloads: 1274
  • 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: 1148
  • 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: 1017
  • 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: 1133
  • 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: 1016
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