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.
31. THE NEXT GENERATION OF
APPLICATIONS THAT LEVERAGE
MOBILE, SOCIAL, CLOUD AND
BIG DATA WILL BE BUILT ON THE
SAME TECHNOLOGY THEY ARE
32. THE NEXT GENERATION OF
APPLICATIONS THAT LEVERAGE
MOBILE, SOCIAL, CLOUD AND
BIG DATA WILL BE BUILT ON THE
SAME 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
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.