lets get real, open source & the contact center - astricon 2012 keynote
DESCRIPTION
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.TRANSCRIPT
Clint Oram
CTO, SugarCRM
LET'S GET REALOPEN SOURCE & CONTACT CENTERS
ABOUT ME
• CTO & Co-Founder, SugarCRM Inc.
• @sugarclint
• linkedin/clintoram
• slideshare.net/sugarclint
8,7005,000
4
WHAT ARE THE FOUR KEY TECHNOLOGY TRENDS TODAY?
5
MOBILE
SOCIAL
BIG DATA
CLOUD
04/10/2023 ©2009 SugarCRM Inc. All rights reserved. 6
Linux91.5%
Windows8.5%
7
MOBILE
Source: The NPD Group Q1 2012
SMARTPHONE MARKET SHARE
OPEN SOURCE ENABLES ANDROID
OPEN SOURCE ENABLES IPHONE
OPEN SOURCE ENABLES MOBILE
12
MOBILE IS BUILT ON AND WITH OPEN SOURCE
13
SOCIAL
SOCIAL NETWORKING
1,010,000,000 users as of Oct 2012Over 14% of the world’s population…
175,000,000 users as of June 20122.5% of the world’s population…
500,000,000 users as of June 20127.2% 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
MOBILE
SOCIAL
BIG DATA
CLOUD
MOBILE
SOCIAL
BIG DATA
CLOUD
WHAT DOES THIS HAVE TO DO WITH CONTACT CENTERS?
THE NEXT GENERATION OF APPLICATIONS THAT LEVERAGE
MOBILE, SOCIAL, CLOUD AND BIG DATA WILL BE BUILT ON THE SAME TECHNOLOGY THEY ARE
THE NEXT GENERATION OF APPLICATIONS THAT LEVERAGE
MOBILE, SOCIAL, CLOUD AND BIG DATA WILL BE BUILT ON THE SAME TECHNOLOGY THEY ARE
CONTACT CENTER VENDOR LANDSCAPE
Communication Infrastructure – Cisco – Avaya – Genesys – Interactive Intelligence – Aspect – NEC – SAP
CRM Customer Service
salesforce – Oracle Siebel –
Oracle Rightnow – Microsoft –
Pegasystems –SAP –
Amdocs – Nice –
Workforce Optimization – Nice – Verint – Aspect – Interactive Intelligence
Agent Desktop
source: Gartner 2011 & 2012 Contact Center Magic Quadrants
CONTACT CENTER OPEN SOURCE LANDSCAPE
04/10/2023 34
Communication Infrastructure
Asterisk
CRM Customer Service
SugarCRM
Workforce Optimization
OrecX
Agent Desktop
SUGARFORGE.ORG/PROJECTS/YAAI
THE FUTURE OF BUSINESS IS OPEN
MATT ASLETT @ THE 451 GROUP
CRM for EVERYONESee you in New York for SugarCon 2013!
April 8th-11th
THANK YOU!
@sugarclint
linkedin/clintoram
@sugarcrm
facebook/sugarcrm