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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18 results in Reports

  • Art Schoeller
  • Customer Experience Management
  • For Application Development & Delivery Professionals

    Report:Design Your Contact Center From The Outside In

    Strategic Plan: The Contact Centers For Customer Service Playbook

    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 challenge is...

    • Downloads: 1276
  • For Application Development & Delivery Professionals

    Report:The Road To Social Business Transformation Starts With A Burning Platform

    Road Map: The Social Business And Collaboration Playbook

    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 even...

    • Downloads: 1149
  • For CIO Professionals

    Report:The Social CIO

    Future Look: The Social Business And Collaboration Playbook

    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, on a...

    • Downloads: 1017
  • 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: 1018
  • 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: 914
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For Infrastructure And Operations 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: 903
  • 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: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: 840
  • 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: 764
  • 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: 497
  • 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: 478
  • For Application Development & Delivery Professionals

    Report:See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold

    The Technology Arrives, But Does It Improve The Customer Experience?

    Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are...

    • Downloads: 422
  • 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: 438
  • 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: 299
  • For Application Development & Delivery Professionals

    Report:The Customer-Activated Enterprise

    Closing The Customer-Employee Gap

    Customers increasingly use digital technologies to "activate" their suppliers, throwing off significant and highly valuable data in the process; they expect enhanced value across all touchpoints in...

    • Downloads: 156
  • 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: 133
  • 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: 102
  • 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: 36