Art   Schoeller

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

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

Most RecentMost Popular
  • For Application Development & Delivery Professionals

    REPORT: Now Tech: Cloud Unified Communications Providers, Q2 2018

    Forrester's Overview Of 24 Cloud Unified Communications Providers

    June 4, 2018Art Schoeller

    You can use cloud unified communications (UC) providers to quickly deliver critical UC capabilities to your workers, reduce or eliminate capex investments, and protect existing UC investments. But to access these benefits, you'll first have to select from a diverse set of providers — providers that vary by size, functionality, geography, and vertical market focus. Application development and delivery (AD&D) pros should use Forrester's Now Tech report to understand the value they can expect from a cloud UC provider and select vendors based on size and functionality.

  • 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

    May 1, 2018Art 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: Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook

    April 18, 2018Art Schoeller

    Contact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience but the agent and management experience, as well. How should technology organization leaders organize to support these specialized sets of applications? This report examines the gap between contact center operational roles and application development and delivery (AD&D) professionals. 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: Collaboration Success Hinges On Effective Change Management

    Continuous Improvement: The Enterprise Collaboration Playbook

    April 10, 2018Art Schoeller

    For two decades, companies have introduced new and potentially better tools to help employees collaborate, only to see tepid adoption. In the past several years, employees have begun to self-provision their own tools like Dropbox and Skype. The cost of poor adoption is twofold: underutilized investment as well as unmet business objectives. This report details the skills and resources that application development and delivery (AD&D) professionals need to drive adoption and change management in collaboration initiatives. 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

    March 12, 2018Art Schoeller

    Many of today's 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 provides application development and delivery (AD&D) professionals with a step-by-step guide to helping their organizations create and execute a successful EC business strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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