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: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: 1547
  • 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: 1199
  • 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: 1179
  • For Application Development & Delivery Professionals

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

    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: 1204
  • 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: 1210
  • 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: 1194
  • For Application Development & Delivery Professionals

    Report:Update 2012: Self-Assessment For Contact Centers

    Complete This Self-Assessment Before Making Outsourcing Or Technology Upgrade Decisions

    Today's application development and delivery professionals who support contact centers face new realities since we introduced this report in 2007. Today, the rising focus on improving the entire...

    • Downloads: 1158
  • 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: 1020
  • 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: 932
  • 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: 1008
  • 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: 913
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: On-Premises Unified Communications And Collaboration, Q2 2014

    The 11 Providers That Matter Most And How They Stack Up

    In Forrester's 29-criteria evaluation of enterprise on-premises unified communications and collaboration (UC&C) solutions vendors, we identified the 11 most significant providers — Aastra...

    • Downloads: 751
  • 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: 935
  • 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: 852
  • 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: 892
  • 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: 864
  • 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: 793
  • 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: 748
  • For CIO Professionals

    Report:Office 2013: A Breakthrough In Productivity

    Highly Integrated With A Risk Of Lock-In

    Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...

    • Downloads: 633
  • 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: 646
  • 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: 700
  • For Application Development & Delivery Professionals

    Report:Forrester's Best Practices Framework For Customer Service Self-Assessment

    • Downloads: 129
  • For Infrastructure & Operations Professionals

    Report:Build A Better Business Case For UC

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals who are building out communications and collaboration infrastructure. This report is designed to...

    • Downloads: 690
  • For Application Development & Delivery Professionals

    Report:Contact Center Purchase Plans 2011

    Despite Budget Pressures, Infrastructure And Operations Professionals Are Driving A Wide Array Of Contact Center Upgrades

    The uncertain world economic outlook makes firms reluctant to hire new workers. Thus, it's no surprise that infrastructure and operations (I&O) pros are keen to invest in contact center upgrades to...

    • Downloads: 691
  • 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: 664