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.

1. LET'S GET REAL
OPEN SOURCE & CONTACT CENTERS
Clint Oram
CTO, SugarCRM

2. ABOUT ME
• CTO & Co-Founder, SugarCRM Inc.
• @sugarclint
• linkedin/clintoram
• clint@sugarcrm.com
• slideshare.net/sugarclint

3. 8,700
5,000

4. WHAT ARE THE FOUR KEY
TECHNOLOGY TRENDS TODAY?
4

5. MOBILE
SOCIAL
BIG DATA
CLOUD
5

6. Linux
91.5%
Windows
8.5%
11/13/2012 ©2009 SugarCRM Inc. All rights reserved. 6

7. MOBILE
7

8. SMARTPHONE MARKET SHARE
Source: The NPD Group Q1 2012

9. OPEN SOURCE ENABLES ANDROID

10. OPEN SOURCE ENABLES IPHONE

11. OPEN SOURCE ENABLES MOBILE

12. MOBILE IS BUILT ON AND WITH
OPEN SOURCE
12

13. SOCIAL
13

14. SOCIAL NETWORKING

15. FACEBOOK
1,010,000,000 users as of Oct 2012
Over 14% of the world’s population…

16. LINKEDIN
175,000,000 users as of June 2012
2.5% of the world’s population…

17. TWITTER
500,000,000 users as of June 2012
7.2% of the world’s population…

18. SOCIAL NETWORKING

19. SOCIAL IS BUILT ON AND WITH
OPEN SOURCE

20. BIG DATA

21. BIG DATA

22. BIG DATA

23. BIG DATA IS BUILT ON AND WITH
OPEN SOURCE

24. CLOUD

25. WHAT ARE CLOUD SERVICE PROVIDERS USING?
Provider Built On Makes Available

26. WHAT ARE CLOUD SERVICE PROVIDERS USING?
Provider Built On Makes Available

27. CLOUD IS BUILT ON AND WITH
OPEN SOURCE

28. MOBILE
SOCIAL
BIG DATA
CLOUD

29. MOBILE
SOCIAL
BIG DATA
CLOUD

30. WHAT DOES THIS HAVE TO DO
WITH CONTACT CENTERS?

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

35. SUGARFORGE.ORG/PROJECTS/YAAI

36. THE FUTURE OF BUSINESS IS OPEN

37. MATT ASLETT @ THE 451 GROUP

38. CRM for EVERYONE
See you in New York for SugarCon 2013!
April 8th-11th

39. THANK YOU!
@sugarclint
linkedin/clintoram
@sugarcrm
facebook/sugarcrm