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Art Schoeller
Senior Analyst, Customer Relationship Strategies Advisory Service, The Yankee Group
Art Schoeller is a senior analyst with the Yankee Group’s
Customer Relationship Strategies Advisory Service. His coverage
area focuses on the technologies that facilitate managing
customer contact over all types of media, including voice,
Web, and messaging. Customer contact research will include
contact center infrastructure, transition from circuit switched
to VOIP based contact centers, agent training, optimization,
and scheduling, collaborative technologies, and CRM analytics.
Self-service applications will cover speech recognition, interactive
voice response, web based sales and support, and email response
management.
Mr. Schoeller's 30 years of experience spans the computer,
communications, and software industries. He is best known
in the CRM industry for his accomplishments with CTI, helping
to establish standards and solutions to grow the market
in its early stages while at AT&T/Lucent. Leading the
team that partnered with Novell to establish the CSTA standard
he was able to stave off Microsoft penetration of this market
and recruit support from all PBX/ACD vendors. This standard
continues to this day to be the default CTI interface for
contact center applications. Mr. Schoeller has extensive
experience in contact center, messaging, collaborative,
and speech recognition technologies.
His career includes successful vice president and director
level product marketing and product management assignments
at AT&T/Lucent and Dictaphone. While at Gartner Group
Mr. Schoeller was research director for Voice Communications
and Contact Center technologies. In 1998 he accurately predicted
the penetration of VOIP into the enterprise PBX market and
the evolution of call centers to contact centers. While
at Dictaphone Mr. Schoeller led a team that introduced data
mining to quality monitoring applications and marketing
campaigns that protected revenue during the disruptive acquisition
by Lernout and Hauspie. He has been a frequent speaker on
many of these topics, especially on CTI and contact center
technology evolution.
Art Schoeller has a dual BS degree in computer science
and computer engineering from Brown University. |
