Lets Get Real, Open Source & the Contact Center - Astricon 2012 Keynote
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Transcript of Lets Get Real, Open Source & the Contact Center - Astricon 2012 Keynote
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Clint Oram
CTO, SugarCRM
LET'S GET REALOPEN SOURCE & CONTACT CENTERS
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ABOUT ME
• CTO & Co-Founder, SugarCRM Inc.
• @sugarclint
• linkedin/clintoram
• slideshare.net/sugarclint
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8,7005,000
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WHAT ARE THE FOUR KEY TECHNOLOGY TRENDS TODAY?
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MOBILE
SOCIAL
BIG DATA
CLOUD
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04/10/2023 ©2009 SugarCRM Inc. All rights reserved. 6
Linux91.5%
Windows8.5%
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MOBILE
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Source: The NPD Group Q1 2012
SMARTPHONE MARKET SHARE
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OPEN SOURCE ENABLES ANDROID
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OPEN SOURCE ENABLES IPHONE
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OPEN SOURCE ENABLES MOBILE
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MOBILE IS BUILT ON AND WITH OPEN SOURCE
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SOCIAL
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SOCIAL NETWORKING
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1,010,000,000 users as of Oct 2012Over 14% of the world’s population…
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175,000,000 users as of June 20122.5% of the world’s population…
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500,000,000 users as of June 20127.2% of the world’s population…
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SOCIAL NETWORKING
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SOCIAL IS BUILT ON AND WITH OPEN SOURCE
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BIG DATA
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BIG DATA
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BIG DATA
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BIG DATA IS BUILT ON AND WITH OPEN SOURCE
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CLOUD
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WHAT ARE CLOUD SERVICE PROVIDERS USING?Provider Built On Makes Available
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WHAT ARE CLOUD SERVICE PROVIDERS USING?Provider Built On Makes Available
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CLOUD IS BUILT ON AND WITH OPEN SOURCE
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MOBILE
SOCIAL
BIG DATA
CLOUD
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MOBILE
SOCIAL
BIG DATA
CLOUD
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WHAT DOES THIS HAVE TO DO WITH CONTACT CENTERS?
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THE NEXT GENERATION OF APPLICATIONS THAT LEVERAGE
MOBILE, SOCIAL, CLOUD AND BIG DATA WILL BE BUILT ON THE SAME TECHNOLOGY THEY ARE
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THE NEXT GENERATION OF APPLICATIONS THAT LEVERAGE
MOBILE, SOCIAL, CLOUD AND BIG DATA WILL BE BUILT ON THE SAME TECHNOLOGY THEY ARE
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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
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CONTACT CENTER OPEN SOURCE LANDSCAPE
04/10/2023 34
Communication Infrastructure
Asterisk
CRM Customer Service
SugarCRM
Workforce Optimization
OrecX
Agent Desktop
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SUGARFORGE.ORG/PROJECTS/YAAI
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THE FUTURE OF BUSINESS IS OPEN
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MATT ASLETT @ THE 451 GROUP
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CRM for EVERYONESee you in New York for SugarCon 2013!
April 8th-11th
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THANK YOU!
@sugarclint
linkedin/clintoram
@sugarcrm
facebook/sugarcrm