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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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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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