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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57 results in Reports

  • Art Schoeller
  • For Application Development & Delivery Professionals

    Report:Define Business Value In Collaboration

    Business Value: The Enterprise Collaboration Playbook

    Growing evidence points to a road to measuring collaboration success. Sales, customer service, and the supply chain are initial areas where collaboration adds measurable business value. Once...

    • Downloads: 1211
  • For Application Development & Delivery Professionals

    Report:Navigate The Turbulent Waters Of Enterprise Collaboration

    Vision: The Enterprise Collaboration Playbook

    Enterprise collaboration is a long-established category of technologies (e.g., email, unified communications, and social networking) that continues to evolve. Properly deployed and adopted, it can...

    • Downloads: 1221
  • For Application Development & Delivery Professionals

    Report:Gain A Competitive Advantage Through Enterprise Collaboration

    Executive Overview: The Enterprise Collaboration Playbook

    Many of today's collaboration technology initiatives fall well short of their transformational potential. But a properly executed enterprise collaboration strategy empowers employees and connects the...

    • Downloads: 1196
  • For Application Development & Delivery Professionals

    Report:Monitor The Performance Of Your Collaboration Program

    Performance Management: The Enterprise Collaboration Playbook

    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....

    • Downloads: 677
  • For Application Development & Delivery Professionals

    Report:Organizing For Success In Collaboration

    Organization: The Enterprise Collaboration Playbook

    Too often, technology leaders approach staffing for collaboration as they would other technology management-led projects. Application development and delivery (AD&D) leaders must establish resources...

    • Downloads: 706
  • For Application Development & Delivery Professionals

    Report:Collaboration Success Hinges On Effective Change Management

    Continuous Improvement: The Enterprise Collaboration Playbook

    For two decades, we've introduced new and potentially better tools to collaborate, only to see tepid adoption. Over the past few years, knowledge workers have started to self-provision their own...

    • Downloads: 946
  • For Application Development & Delivery Professionals

    Report:Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

    • Downloads: 656
  • For Application Development & Delivery Professionals

    Report:Build An Outside-In Contact Center Road Map

    Road Map: The Contact Centers For Customer Service Playbook

    This report outlines the road map planning of Forrester's solution for application development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

    • Downloads: 1029
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Interactive Voice Response Solutions

    Make IVRs A Strategic Component, Not Just A Necessary Evil

    Are interactive voice response (IVR) solutions a necessary evil, old technology on its way out, or a strategic component of enterprise self-service? How is IVR evolving and what role can it play in...

    • Downloads: 198
  • For Application Development & Delivery Professionals

    Report:Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook

    Contact center applications frequently require special service levels — such as uptime, performance, and scale — that exceed typical requirements for enterprise applications. Configuring...

    • Downloads: 521
  • For Application Development & Delivery Professionals

    Report:Design Your Contact Center From The Outside In

    Strategic Plan: The Contact Centers For Customer Service Playbook

    As enterprises strive to offer better customer experiences, they need to drive organizational and operational change into contact center architectural design. Today's challenge is not only...

    • Downloads: 1562
  • For Application Development & Delivery Professionals

    Report:Refine The Source Of Truth In Your Contact Center To Drive Better Performance

    Performance Management: The Contact Centers For Customer Service Playbook

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Today's contact centers are not lacking a large quantity of data about their performance, especially now...

    • Downloads: 440
  • For Application Development & Delivery Professionals

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

    Text Messaging Is The "Non-App" Application For Customer Service

    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...

    • Downloads: 230
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Contact Center Interaction Management

    Contact Center Technology Continues To Evolve To Integrated Suites

    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 continue to...

    • Downloads: 299
  • 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 team...

    • Downloads: 76
  • For Application Development & Delivery Professionals

    Report:Market Overview: Chat Solutions For Customer Service

    Twenty-One Solutions For Delivering Differentiated Experiences

    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...

    • Downloads: 1224
  • For Application Development & Delivery Professionals

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

    CACC Will Drive Deeper And More Effective Customer Ecosystem Interactions

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

    • Downloads: 303
  • For Application Development & Delivery Professionals

    Report:Brief: How Financial Services Firms Use Video To Transform Customer Experiences

    Online Video And Chat Prove Increasingly Important

    In the age of the customer, trust and transparency are critical for banks, investment management firms, and insurance providers. With the growth of online and mobile banking, online video and video...

    • Downloads: 344
  • For Infrastructure & Operations Professionals

    Report:Brief: Avaya Re-Engages Its Partners And Customers With A Stronger Strategy

    A Breakdown Of The Avaya Partner And Analyst Event And What It Means To I&O Professionals

    At its annual partner event, Avaya launched a new set of initiatives to help its partners differentiate themselves and to help infrastructure and operations (I&O) professionals transform customer...

    • Downloads: 108
  • For Application Development & Delivery Professionals

    Report:Contact Centers Must Go Digital Or Die

    Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences

    Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web...

    • Downloads: 648
  • For Application Development & Delivery Professionals

    Report:The Unified Communications Framework For Voice Integration

    Increase Adoption, Decrease Costs, And Improve Customer Experiences

    Expanding enterprise unified communications (UC) capabilities improves the ability to win, retain, and serve customers so it's important to tackle the barriers to adoption. Users may use alternative...

    • Downloads: 272
  • For Application Development & Delivery Professionals

    Report:Customer-Activated Communication And Collaboration Will Support The BT Agenda

    A New Class Of Applications Emerges That Will Transform Core Processes

    Listening and responding to the voice of the customer (VoC) is rapidly becoming an imperative. Marketing often gets the listening ball rolling, but real transformation integrates systems to capture...

    • Downloads: 156
  • For Application Development & Delivery Professionals

    Report:Behavioral Analytics Can Optimize Matching Contact Center Agents With Consumers

    Predictive Analytics Can Help Enterprises Better Match Customers To Agents To Grow Revenue, Reduce Costs, And Improve Satisfaction

    Part of the promise of online dating services like eHarmony and Match.com is their ability to use software analytics of personality profiles to increase the successful outcome of connecting two...

    • Downloads: 247
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q1 2015

    Landscape: The Contact Centers For Customer Service Playbook

    Across all industries, organizations have made cementing customer relationships through improved customer engagement, loyalty, and experience a top priority. To achieve this goal, however, these...

    • Downloads: 529
  • For Application Development & Delivery Professionals

    Report:Assess The Capabilities And Impact Of Your Social Business And Collaboration Toolkit

    Companies have been investing in collaboration tools for 15 years or more, yet email is still the most commonly used tool. New social tools that dramatically improve the flow of information and...

    • Downloads: 752