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.

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Art Schoeller

Vice President, Principal Analyst Serving Application Development & Delivery Professionals

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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: Organizing For Success In Collaboration

Organization: The Enterprise Collaboration Playbook

October 23, 2020Art Schoeller

Too often, technology leaders approach staffing for collaboration as they would other projects led by the technology organization. Application development and delivery (AD&D) leaders must establish resources to address the concerns of key stakeholders from finance, HR, legal, compliance, and security. They must also establish a plan to address adoption; this requires new skills unfamiliar to the majority of technology organizations. This is an update to 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

October 21, 2020Art 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 gives application development and delivery (AD&D) professionals guidance on creating an effective collaboration policy in a shifting 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: The Path To Customer Obsession Is Paved With Enterprise Collaboration

Vision: The Enterprise Collaboration Playbook

October 20, 2020Art Schoeller

To create and deliver profitable customer experiences (CX), businesses rely on ecosystems that bring together networks of employees, partners, and customers. Keeping these disparate groups engaged and effective is a challenge for most businesses, especially in today's reality of pandemic-induced remote working. When properly deployed, enterprise collaboration (EC) tools can provide the connective tissue for your company's CX ecosystem. This report details the vision for application development and delivery (AD&D) pros 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

October 16, 2020Art 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: Refine The Source Of Truth In Your Contact Center To Improve Performance

Performance Management: The Contact Centers For Customer Service Playbook

October 9, 2020Art 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: Design Your Contact Center To Be Customer-Centric

Strategic Plan: The Contact Centers For Customer Service Playbook

September 25, 2019Art Schoeller

As enterprises strive to offer better customer experience (CX), 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 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: Gain A Competitive Advantage Through Enterprise Collaboration

Executive Overview: The Enterprise Collaboration Playbook

September 4, 2020Art Schoeller

Many 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 is a step-by-step guide that enables application development and delivery (AD&D) professionals to help their organizations create and execute successful EC business strategies. 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

September 17, 2019Art 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 customer service leaders. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Vendors Battle For The Heart Of The Contact Center

Landscape: The Contact Centers For Customer Service Playbook

November 15, 2019 Kate Leggett, Art Schoeller, Ian Jacobs

The heart of the contact center comprises a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros supporting customer service operations need cloud-ready, deeply integrated technology suites. This report examines the market dynamics and buyer requirements for contact center technologies. 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

October 20, 2020Art Schoeller

To create and deliver profitable customer experiences (CX), businesses rely on ecosystems that bring together networks of employees, partners, and customers. Keeping these disparate groups engaged and effective is a challenge for most businesses, especially in today's reality of pandemic-induced remote working. When properly deployed, enterprise collaboration (EC) tools can provide the connective tissue for your company's CX ecosystem. This report details the vision for application development and delivery (AD&D) pros 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.