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.


Art has a dual B.S. degree in computer science and computer engineering from Brown University.

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15 results in Reports

  • Art Schoeller
  • 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: 203
  • 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: 59
  • 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: 93
  • For Application Development & Delivery Professionals

    Report:Market Overview: Workforce Optimization Solutions

    10 Solutions For Managing And Optimizing Contact Center Resources

    Despite the rise of self-service and peer-to-peer channels, consumers still choose to interact with contact center agents. Those interactions then have a significant impact on overall customer...

    • Downloads: 331
  • For Infrastructure & Operations Professionals

    Report:Five Trends To Help You Enable Collaboration In Context

    Generating ROI By Delivering Value To Users And Customers

    Unified communications and collaboration (UC&C) solutions have been evolving from science experiments to useful business tools for a decade. Communications-enabled collaboration experiences allow...

    • Downloads: 261
  • For Application Development & Delivery Professionals

    Report:Connect The Dots Between Customer Self-Service And Contact Centers

    Capturing Interaction Data From Multiple Self-Service Touchpoints To Increase Revenue And Effectiveness And Cut Costs

    As self-service systems of engagement channels such as mobile, the Web, and interactive voice response (IVR) peel off an increasing number of straightforward customer service requests, the tougher...

    • Downloads: 793
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

    Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

    • Downloads: 922
  • For Infrastructure & Operations Professionals

    Report:Use Context To Drive A Seamless UC&C Service Layer

    Increasing consumerization of IT and advances in both cloud technologies and deployment models tremendously affect the enterprise not simply on how we communicate but where, when, and on what kind of...

    • Downloads: 342
  • For Infrastructure & Operations Professionals

    Report:Enter More Social, Mobile, Video, And Cloud: Is Your Infrastructure Ready To Collaborate?

    This report provides Forrester's maturity assessment for infrastructure and operations (I&O) professionals responsible for their firms' communications and collaboration infrastructure. I&O leaders...

    • Downloads: 471
  • For Application Development & Delivery Professionals

    Report:Is It Time To Move Your Contact Center To The Cloud?

    The Growing Maturity Of Cloud Computing Influences More Contact Center Applications Decisions

    Contact center applications that manage real-time interactions have been available as a hosted or cloud service for more than 20 years. Initially, the term used was Centrex ACD, and the technology...

    • Downloads: 845
  • For Application Development & Delivery Professionals

    Report:Unified Communications Purchase Plans 2012

    The UC Market Matures And Consolidates

    Unified communications (UC) remains a priority for infrastructure and operations (I&O) professionals. In Forrester's Forrsights Networks And Telecommunications Survey, Q1 2011, we asked 547 North...

    • Downloads: 1007
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

    • Downloads: 888
  • For Application Development & Delivery Professionals

    Report:SIP Trunking May Save You Money

    I&O Professionals Need To Explore SIP Trunking, But Consider Application, Security, And Interoperability Costs When Calculating ROI

    The communications industry continues on its path to packetizing real-time communications managed by session initiation protocol (SIP). As a result, SIP trunking is a key component that connects...

    • Downloads: 461
  • For Application Development & Delivery Professionals

    Report:Update 2011: Are Home Agents Right For Your Contact Center?

    The Challenges And Benefits Of Supporting Work-At-Home Agents

    Forrester identified issues facing contact center infrastructure and operations (I&O) managers in November 2008, when we first published this report. In 2011 with the economy strengthening, they now...

    • Downloads: 441
  • For Application Development & Delivery Professionals

    Report:The Unified Communications Civil War

    I&O Must Organize IT Around A Common UC Road Map To Reduce Risk And Increase Adoption

    In the American Civil War, many combatants shared a common background of having attended the Unites States Military Academy at West Point as cadets. The war pitted not only brother against brother...

    • Downloads: 790