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: Knowing The Enterprise Collaboration Landscape Is Essential To Digital Transformation

    Landscape: The Enterprise Collaboration Playbook

    January 29, 2019Art Schoeller

    Consolidation, failures, and aggressive repositioning by vendors are inevitable, leading to a confusing landscape. Anchor providers like Microsoft and Google have gaps that are filled by hundreds of mainstream and point solution providers. Workers can easily tap this vast ecosystem to support individual teams and projects. This report aims to help application development and delivery (AD&D) professionals make informed decisions on technologies in a rapidly changing enterprise collaboration (EC) landscape. 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: Setting The Technology Foundation For Your Enterprise Collaboration Strategy

    Tools And Technology: The Enterprise Collaboration Playbook

    January 29, 2019Art Schoeller

    Many organizations are making a fundamental bet on enterprise collaboration (EC) to link the various roles in the customer experience ecosystem and make worker effectiveness and engagement into a competitive differentiator. Strategic vendor alignment will lay the foundation for and shape workers' experience for the foreseeable future. Application development and delivery (AD&D) professionals need to consider these decisions in the context of an overall strategy to avoid technology decisions that preclude optimal success later. 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: Gauge Your Enterprise Collaboration Maturity

    Assessment: The Enterprise Collaboration Playbook

    January 3, 2019Art Schoeller, Cheryl McKinnon

    Enterprise collaboration (EC) tools can dramatically improve the flow of information among employees and lower the barriers to deeper customer engagement. Yet adoption and actual business value can be low. Application development and delivery (AD&D) professionals can make a difference in the success of their programs by identifying and overcoming the adoption and impact barriers. 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: Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook

    November 28, 2018 Kate Leggett, Art Schoeller, Ian Jacobs, Laura Naparstek

    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: Predictions 2019: Customer Service And Sales

    Invest In Humans In 2019, As Chatbot Backlash Will Emerge

    November 8, 2018 Daniel Hong, Tom Kaneshige, Ian Jacobs, Kate Leggett, Art Schoeller

    The promises of AI have yet to make a material impact in customer service and sales. Companies cannot simply replace employees with AI-driven software, as customers and markets are becoming far more complex. Application development and delivery (AD&D) pros should read this report for Forrester's predictions in the customer service and sales software space, including changes to technology, customer backlash against chatbots, and more. Prepare for a new playing field for customer service and sales in 2019.

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