Art Schoeller

Vice President, Principal Analyst

Forrester Bio

Author Insights

VIDEO

Moving Your Contact Center To The Cloud: Top Trends Fueling The Market

Art Schoeller November 20, 2018
Transitioning your contact center to the cloud isn’t just for smaller businesses; it can help brands of all sizes boost agility and access to new features. In our new report, “The Forrester Wave™: Cloud Contact Centers, Q3 2018,” we identified the 11 most significant vendors in the space and evaluated them to help you select […]
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Contact Centers Have Moved To Cloud — What’s Next?

Art Schoeller October 15, 2018
As of 2018, the market for contact center technology has fully shifted to cloud. The remaining outliers of demand are large, highly customized implementations that preserve legacy on-premises software or organizations that wish to maintain the technology inside their firewall. Agility, flexibility, and the ability to rapidly shift capacity are all key elements that AD&D […]
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Atlassian And Slack Team Up To Take On Microsoft Teams

Art Schoeller August 9, 2018
Atlassian recently announced a strategic partnership with (and investment in) Slack, which includes the imminent shutdown of Atlassian’s HipChat and Stride products. While it’s mutually beneficial for Slack and Atlassian to join forces against Microsoft, Slack’s acquisition of the Hipchat and Stride IP presents uncertainty for those customers about how and where to migrate next. […]
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VIDEO

The Five Use Cases For AI In The Contact Center

Art Schoeller June 7, 2018
Increasing channel diversity and automation will make interactions more complex, requiring highly skilled agents and intelligent processes to assist them. Here’s my take on five valuable use cases for AI in the contact center.
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The Quest For The Holy Grail Of Team Messaging Apps: Finding Your Perfect Solution

Art Schoeller September 12, 2017
We’re seeing a significant challenge today in finding the right enterprise-level team messaging app that’s easy to use, compatible with a work environment, and combines various daily functions so employees don’t have to bounce back and forth between platforms or apps causing confusion. There’s quite a proliferation of team messaging apps in the market, and […]
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Seeing is believing for financial services firms as they increasingly embrace video as a sales and service channel

Art Schoeller May 8, 2015
When we think of obstacles financial services firms need to overcome in order to win, retain, and serve customers, one of the largest ones that come to mind is trust and transparency.  For financial services firms these attributes are key to boosting deeper customer engagement with wealth management clients and grow share of wallet in […]
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“Matchmaker, Matchmaker, make me a match…….” Behavioral analytics improves connecting contact center agents to customers

Art Schoeller March 2, 2015
In the Tony Award-winning musical “Fiddler on the Roof,” Tevye, the father of five daughters, bemoaned the erosion of tradition where his daughters wanted to marry for love instead of cultural preservation. The cultural norm was to make use of a matchmaker to seek out mates that satisfied familial desires and goals on both sides. […]
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