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Art Schoeller

Vice President, Principal Analyst

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.

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 Most Recent Research

Research

Gain A Competitive Advantage Through Enterprise Collaboration

Executive Overview: The Enterprise Collaboration Playbook
May 19th, 2021 | Art Schoeller

The COVID-19 pandemic forced organizations to dramatically scale their enterprise collaboration (EC) capabilities for remote work. Meeting-tech vendors...

7 min read
Research

The CX Professional's Guide To Working With Contact Center Technologies And Leaders

April 30th, 2021 | Faith Adams , Art Schoeller

Contact centers are a key driver of customer experience (CX), yet they don't always play a leading role in CX efforts. Instead, CX pros continue to grapple...

8 min read
Research

A Solid Enterprise Collaboration Roadmap Reduces Risk And Drives Adoption

Roadmap: The Enterprise Collaboration Playbook
April 2nd, 2021 | Art Schoeller

Enterprise collaboration (EC) technology can transform how employees work by eliminating barriers to collaboration, improving customer engagement, and...

11 min read
Research

Vendors Battle For The Heart Of The Contact Center

Landscape: The Contact Centers For Customer Service Playbook
February 19th, 2021 | Art Schoeller , Kate Leggett , Ian Jacobs

The heart of the contact center comprises a set of complex, unintegrated technologies that firms must leverage to deliver quality service. But application...

11 min read
Research

The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021

Twenty Technologies Underpin Customer Service
January 19th, 2021 | Kate Leggett , Ian Jacobs , Art Schoeller

Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service...

18 min read