As principal analyst at Forrester Research, Art Schoeller supports Application Development & Delivery Professionals who plan, build, and run unified communications and contact center workloads for enterprises.
Art Schoeller's 35 years of experience spans the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping them establish their 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.
Director of Marketing
Kristen Jacobsen is Director of Marketing at Calabrio, a leading provider of contact center workforce optimization software since 2007. Kristen has worked in the contact center industry for nearly 20 years in a variety of product management, solution consulting and marketing leadership positions for leading software and services companies including Spanlink Communications. With Calabrio, Kristen leads marketing, public relations, user forums and consulting events, and provides research and support for product vision and strategy. The company’s flagship product, Calabrio ONE®, is the first workforce optimization suite to draw on proven techniques of the social web to deliver workforce optimization tools that are intuitive, flexible and simple to support.
Rich Steeves is a TMCnet Web editor. He taught writing for nine years. He has also worked as an editorial assistant at Penny Publications. He has written short stories, newspaper columns, blogs and recently published his first novel. He attended The George Washington University where he received his bachelor's degree in English and a master's degree in education..