LETS GET REALOPEN SOURCE & CONTACT CENTERS          Clint Oram        CTO, SugarCRM
ABOUT ME           •   CTO & Co-Founder, SugarCRM Inc.           •   @sugarclint           •   linkedin/clintoram         ...
8,7005,000
WHAT ARE THE FOUR KEY    TECHNOLOGY TRENDS TODAY?4
MOBILE    SOCIAL    BIG DATA    CLOUD5
Linux                                 91.5%                                                        Windows                ...
MOBILE7
SMARTPHONE MARKET SHARE                Source: The NPD Group Q1 2012
OPEN SOURCE ENABLES ANDROID
OPEN SOURCE ENABLES IPHONE
OPEN SOURCE ENABLES MOBILE
MOBILE IS BUILT ON AND WITH           OPEN SOURCE12
SOCIAL13
SOCIAL NETWORKING
FACEBOOK           1,010,000,000 users as of Oct 2012           Over 14% of the world’s population…
LINKEDIN           175,000,000 users as of June 2012           2.5% of the world’s population…
TWITTER          500,000,000 users as of June 2012          7.2% of the world’s population…
SOCIAL NETWORKING
SOCIAL IS BUILT ON AND WITH      OPEN SOURCE
BIG DATA
BIG DATA
BIG DATA
BIG DATA IS BUILT ON AND WITH       OPEN SOURCE
CLOUD
WHAT ARE CLOUD SERVICE PROVIDERS USING?    Provider   Built On   Makes Available
WHAT ARE CLOUD SERVICE PROVIDERS USING?    Provider   Built On   Makes Available
CLOUD IS BUILT ON AND WITH      OPEN SOURCE
MOBILESOCIALBIG DATACLOUD
MOBILESOCIALBIG DATACLOUD
WHAT DOES THIS HAVE TO DO WITH CONTACT CENTERS?
THE NEXT GENERATION OFAPPLICATIONS THAT LEVERAGE MOBILE, SOCIAL, CLOUD ANDBIG DATA WILL BE BUILT ON THESAME TECHNOLOGY THE...
THE NEXT GENERATION OFAPPLICATIONS THAT LEVERAGE MOBILE, SOCIAL, CLOUD ANDBIG DATA WILL BE BUILT ON THESAME TECHNOLOGY THE...
CONTACT CENTER VENDOR LANDSCAPE  Communication                                                                           C...
CONTACT CENTER OPEN SOURCE LANDSCAPE  Communication                                         CRM  Infrastructure           ...
SUGARFORGE.ORG/PROJECTS/YAAI
THE FUTURE OF BUSINESS IS OPEN
MATT ASLETT @ THE 451 GROUP
CRM for EVERYONE     See you in New York for SugarCon 2013!                               April 8th-11th
THANK YOU!   @sugarclintlinkedin/clintoram   @sugarcrmfacebook/sugarcrm
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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.

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

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