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LET'S GET REAL
OPEN SOURCE & CONTACT CENTERS

          Clint Oram
        CTO, SugarCRM
ABOUT ME
           •   CTO & Co-Founder, SugarCRM Inc.


           •   @sugarclint


           •   linkedin/clintoram


           •   clint@sugarcrm.com


           •   slideshare.net/sugarclint
8,700
5,000
WHAT ARE THE FOUR KEY
    TECHNOLOGY TRENDS TODAY?



4
MOBILE

    SOCIAL

    BIG DATA

    CLOUD

5
Linux
                                 91.5%



                                                        Windows
                                                         8.5%




11/13/2012   ©2009 SugarCRM Inc. All rights reserved.             6
MOBILE




7
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 SOURCE



12
SOCIAL




13
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
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                                                                           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
CONTACT CENTER OPEN SOURCE LANDSCAPE

  Communication                                         CRM
  Infrastructure                             Customer Service


  Asterisk                                  SugarCRM
                             Agent
                            Desktop



                   Workforce Optimization


                          OrecX

                                              11/13/2012        34
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!


   @sugarclint
linkedin/clintoram


   @sugarcrm
facebook/sugarcrm

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

Editor's Notes

  1. A copy of this presentation can be found on slideshare if you go to www.slideshare.net/sugarclint
  2. 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.
  3. So what are those trends driving the technology curve today?
  4. But where is open source in that list? Does open source still matter?
  5. 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.
  6. 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.