Lets Get Real, Open Source & the Contact Center - Astricon 2012 Keynote

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This is the keynote I gave at Astricon 2012 that discusses how open source is powering today's technology trends and is a dominant force in the evolution of the contact center.

This is the keynote I gave at Astricon 2012 that discusses how open source is powering today's technology trends and is a dominant force in the evolution of the contact center.

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  • A copy of this presentation can be found on slideshare if you go to www.slideshare.net/sugarclint
  • Internet-based technology, the only tech that matters IMHO, is still relatively young. The Internet went public in 1989, just 8,700 days ago, and only went mainstream in 1999, just 5,000 days ago. Clearly a lot of room for growth and ingenuity ahead of us.
  • So what are those trends driving the technology curve today?
  • But where is open source in that list? Does open source still matter?
  • Well, clearly open source matters in the world of mobile. Android dominates the smartphone operating systems in the market today, having surpassed iOS years ago.
  • But open source also matters in the Apple iOS world. Look inside your iPhone at the Settings -> General -> About -> Legal -> Legal Notices page. What’s that? GPL in an iPhone? GPL on my MacBook? You bet.

Transcript

  • 1. LETS GET REALOPEN SOURCE & CONTACT CENTERS Clint Oram CTO, SugarCRM
  • 2. ABOUT ME • CTO & Co-Founder, SugarCRM Inc. • @sugarclint • linkedin/clintoram • clint@sugarcrm.com • slideshare.net/sugarclint
  • 3. 8,7005,000
  • 4. WHAT ARE THE FOUR KEY TECHNOLOGY TRENDS TODAY?4
  • 5. MOBILE SOCIAL BIG DATA CLOUD5
  • 6. Linux 91.5% Windows 8.5%11/13/2012 ©2009 SugarCRM Inc. All rights reserved. 6
  • 7. MOBILE7
  • 8. SMARTPHONE MARKET SHARE Source: The NPD Group Q1 2012
  • 9. OPEN SOURCE ENABLES ANDROID
  • 10. OPEN SOURCE ENABLES IPHONE
  • 11. OPEN SOURCE ENABLES MOBILE
  • 12. MOBILE IS BUILT ON AND WITH OPEN SOURCE12
  • 13. SOCIAL13
  • 14. SOCIAL NETWORKING
  • 15. FACEBOOK 1,010,000,000 users as of Oct 2012 Over 14% of the world’s population…
  • 16. LINKEDIN 175,000,000 users as of June 2012 2.5% of the world’s population…
  • 17. TWITTER 500,000,000 users as of June 2012 7.2% of the world’s population…
  • 18. SOCIAL NETWORKING
  • 19. SOCIAL IS BUILT ON AND WITH OPEN SOURCE
  • 20. BIG DATA
  • 21. BIG DATA
  • 22. BIG DATA
  • 23. BIG DATA IS BUILT ON AND WITH OPEN SOURCE
  • 24. CLOUD
  • 25. WHAT ARE CLOUD SERVICE PROVIDERS USING? Provider Built On Makes Available
  • 26. WHAT ARE CLOUD SERVICE PROVIDERS USING? Provider Built On Makes Available
  • 27. CLOUD IS BUILT ON AND WITH OPEN SOURCE
  • 28. MOBILESOCIALBIG DATACLOUD
  • 29. MOBILESOCIALBIG DATACLOUD
  • 30. WHAT DOES THIS HAVE TO DO WITH CONTACT CENTERS?
  • 31. THE NEXT GENERATION OFAPPLICATIONS THAT LEVERAGE MOBILE, SOCIAL, CLOUD ANDBIG DATA WILL BE BUILT ON THESAME TECHNOLOGY THEY ARE
  • 32. THE NEXT GENERATION OFAPPLICATIONS THAT LEVERAGE MOBILE, SOCIAL, CLOUD ANDBIG DATA WILL BE BUILT ON THESAME TECHNOLOGY THEY ARE
  • 33. CONTACT CENTER VENDOR LANDSCAPE Communication CRM Infrastructure Customer Service – Cisco salesforce – – Avaya Oracle Siebel – – Genesys Oracle Rightnow – – Interactive Intelligence Microsoft – – Aspect Agent Pegasystems – – NEC SAP – – SAP Desktop Amdocs – Nice – Workforce Optimization – Nice – Verint – Aspect – Interactive Intelligence source: Gartner 2011 & 2012 Contact Center Magic Quadrants
  • 34. CONTACT CENTER OPEN SOURCE LANDSCAPE Communication CRM Infrastructure Customer Service Asterisk SugarCRM Agent Desktop Workforce Optimization OrecX 11/13/2012 34
  • 35. SUGARFORGE.ORG/PROJECTS/YAAI
  • 36. THE FUTURE OF BUSINESS IS OPEN
  • 37. MATT ASLETT @ THE 451 GROUP
  • 38. CRM for EVERYONE See you in New York for SugarCon 2013! April 8th-11th
  • 39. THANK YOU! @sugarclintlinkedin/clintoram @sugarcrmfacebook/sugarcrm