Welcome!

Open Source Authors: Ignacio M. Llorente, Carmen Gonzalez, Michael Meiner, Liz McMillan, Amy Lindberg

Related Topics: Cloud Expo, XML, SOA & WOA, Linux, Open Source, Virtualization, CRM

Cloud Expo: Article

SugarCRM’s New Private Cloud Piggybacks on Amazon

It’s also going to be previewing its new Sugar 7

SugarCRM is launching a turnkey Private Cloud, a dedicated SugarCRM-managed private instance of its Customer Relationship Management (CRM) applications using Amazon for its cloud.

It claims "exceptional" service levels of between 99.5% and 99.95%.

It'll be available in the US, Ireland, Singapore, Japan, Australia and Brazil.

The widgetry employed includes Amazon's load balancing, MySQL database, S3 storage, VPN and master-to-master replication. Sugar expects international accounts will "follow the sun" for the sake of data governance.

It says it's been competing against in-house widgetry stuck together with bubble gum and bobby pins as well as Oracle, Microsoft Dynamics and Salesforce.com.

It thinks large companies are ready to take more risks with mission-critical apps in the cloud. In fact, it's taken multi-lingual on-demand accounts like Bray International away from Salesforce reportedly because Salesforce didn't meet Bray's expectations and because it wasn't important enough to Salesforce.

Bray liked SugarCRM for its new mobile capabilities and options for cloud or on-site deployment. It said, "We're nearly back to the same level of efficiency and capability that we had with Salesforce and we are evaluating expanding Sugar's footprint to include more customer-facing activities within our factories."

Sugar has arranged a fixed price with Amazon expecting it will only cost $20 a month per user. Sugar's enterprise widgetry will cost $60 month per user.

"Sugar Private Cloud gives our customers an opportunity to get a fully managed CRM service with the location, access and service levels they choose," according to Lila Tretikov, SugarCRM's chief product officer.

"By leveraging on-demand cloud services without giving up control of their mission-critical data, performance and security requirements, organizations can work at the speed of business across the world, and deliver a superior end-user experience globally," she said.

Sugar's private cloud is intended for companies that demand high levels of CRM performance and service, and require enterprise-level data isolation, business continuity and SLAs to ensure the best experience for their users, but don't want to manage a CRM IT infrastructure in-house.

Other CRM solutions keep customer data in a shared multi-tenant database, whereas Sugar's architecture provides a dedicated database for each customer's data, ensuring data segregation, higher performance and service along with better control for every customer.

The widgetry involves enhanced security with full cluster isolation; fast, high-performance access to data; and multiple on-premise benefits like data and network isolation for greater control, dedicated resources and change management controlled by the customer, not the vendor.

Besides the new private cloud, SugarCRM offers customers two other delivery options: an on-demand multi-tenant service and on-premise widgetry.

The company says its customers aren't locked into a single delivery model. SugarCRM customers can move their Sugar installation between the different delivery models. For example, a customer can start on-premise, the company's traditional model, and move to the cloud as requirements change, or vice-versa.

Along with its new cloud SugarCRM is also going to be previewing its new Sugar 7. It should empower every customer-facing professional across the enterprise to connect with their customers.

It's supposed to depart from CRM software's traditional focus on internal management of the sales team and focus first on the needs of the user who interacts one-to-one with the customer, and the desired customer experience that the user delivers.

The company figures it'll deliver a "smart, fast, social customer engagement platform that empowers every customer-facing professional across the enterprise to engage customers more successfully than ever before, and deliver a consistent experience every time."

It's supposed to be a "game changer" and let every employee on every connection makes a difference in customer satisfaction.

Sugar 7 provides 360-degree business, online and social customer intelligence from a single screen, enabling users to access the information they need when it matters.

It's also supposed to anticipate customer behavior and alert users to optimal time and engagement channels, so businesses can cut through data noise and stay on top of what matters to their customer, when it matters.

Powered by HTML 5, the software has been rebuilt with speed in mind for modern tablets, mobile and desktop devices and today's social user.

Unlike traditional social networking tools that rely on updates through conversation feeds, Sugar Streams lets users monitor activity and collaborate in the context of the customer, so they can stay up-to-date with wherever the action is, and work together on how to best serve the customer.

Sugar 7 is built on an open architecture for full interoperability with third-party collaboration tools.

It'll be available this summer.

SugarCRM applications have been downloaded more than 11 million times and currently help over 1.2 million users. Over 6,500 organizations have reportedly chosen SugarCRM's on-Site and cloud computing services over proprietary alternatives.

Sugar, which has raise around $80 million in venture capital, is doubtlessly moving toward an IPO. It's run by Larry Augustin who holds the record for the biggest return on an IPO ever. Sugar has tripled revenues since 2009 and has reportedly been profitable since 2011.

More Stories By Maureen O'Gara

Maureen O'Gara the most read technology reporter for the past 20 years, is the Cloud Computing and Virtualization News Desk editor of SYS-CON Media. She is the publisher of famous "Billygrams" and the editor-in-chief of "Client/Server News" for more than a decade. One of the most respected technology reporters in the business, Maureen can be reached by email at maureen(at)sys-con.com or paperboy(at)g2news.com, and by phone at 516 759-7025. Twitter: @MaureenOGara

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


@ThingsExpo Stories
Connected devices and the Internet of Things are getting significant momentum in 2014. In his session at Internet of @ThingsExpo, Jim Hunter, Chief Scientist & Technology Evangelist at Greenwave Systems, examined three key elements that together will drive mass adoption of the IoT before the end of 2015. The first element is the recent advent of robust open source protocols (like AllJoyn and WebRTC) that facilitate M2M communication. The second is broad availability of flexible, cost-effective storage designed to handle the massive surge in back-end data in a world where timely analytics is e...
Scott Jenson leads a project called The Physical Web within the Chrome team at Google. Project members are working to take the scalability and openness of the web and use it to talk to the exponentially exploding range of smart devices. Nearly every company today working on the IoT comes up with the same basic solution: use my server and you'll be fine. But if we really believe there will be trillions of these devices, that just can't scale. We need a system that is open a scalable and by using the URL as a basic building block, we open this up and get the same resilience that the web enjoys.
"Matrix is an ambitious open standard and implementation that's set up to break down the fragmentation problems that exist in IP messaging and VoIP communication," explained John Woolf, Technical Evangelist at Matrix, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
We are reaching the end of the beginning with WebRTC, and real systems using this technology have begun to appear. One challenge that faces every WebRTC deployment (in some form or another) is identity management. For example, if you have an existing service – possibly built on a variety of different PaaS/SaaS offerings – and you want to add real-time communications you are faced with a challenge relating to user management, authentication, authorization, and validation. Service providers will want to use their existing identities, but these will have credentials already that are (hopefully) i...
How do APIs and IoT relate? The answer is not as simple as merely adding an API on top of a dumb device, but rather about understanding the architectural patterns for implementing an IoT fabric. There are typically two or three trends: Exposing the device to a management framework Exposing that management framework to a business centric logic Exposing that business layer and data to end users. This last trend is the IoT stack, which involves a new shift in the separation of what stuff happens, where data lives and where the interface lies. For instance, it's a mix of architectural styles ...
The Internet of Things will put IT to its ultimate test by creating infinite new opportunities to digitize products and services, generate and analyze new data to improve customer satisfaction, and discover new ways to gain a competitive advantage across nearly every industry. In order to help corporate business units to capitalize on the rapidly evolving IoT opportunities, IT must stand up to a new set of challenges. In his session at @ThingsExpo, Jeff Kaplan, Managing Director of THINKstrategies, will examine why IT must finally fulfill its role in support of its SBUs or face a new round of...
Cultural, regulatory, environmental, political and economic (CREPE) conditions over the past decade are creating cross-industry solution spaces that require processes and technologies from both the Internet of Things (IoT), and Data Management and Analytics (DMA). These solution spaces are evolving into Sensor Analytics Ecosystems (SAE) that represent significant new opportunities for organizations of all types. Public Utilities throughout the world, providing electricity, natural gas and water, are pursuing SmartGrid initiatives that represent one of the more mature examples of SAE. We have s...
The Internet of Things will greatly expand the opportunities for data collection and new business models driven off of that data. In her session at @ThingsExpo, Esmeralda Swartz, CMO of MetraTech, discussed how for this to be effective you not only need to have infrastructure and operational models capable of utilizing this new phenomenon, but increasingly service providers will need to convince a skeptical public to participate. Get ready to show them the money!
One of the biggest challenges when developing connected devices is identifying user value and delivering it through successful user experiences. In his session at Internet of @ThingsExpo, Mike Kuniavsky, Principal Scientist, Innovation Services at PARC, described an IoT-specific approach to user experience design that combines approaches from interaction design, industrial design and service design to create experiences that go beyond simple connected gadgets to create lasting, multi-device experiences grounded in people's real needs and desires.
P2P RTC will impact the landscape of communications, shifting from traditional telephony style communications models to OTT (Over-The-Top) cloud assisted & PaaS (Platform as a Service) communication services. The P2P shift will impact many areas of our lives, from mobile communication, human interactive web services, RTC and telephony infrastructure, user federation, security and privacy implications, business costs, and scalability. In his session at @ThingsExpo, Robin Raymond, Chief Architect at Hookflash, will walk through the shifting landscape of traditional telephone and voice services ...
The Internet of Things is tied together with a thin strand that is known as time. Coincidentally, at the core of nearly all data analytics is a timestamp. When working with time series data there are a few core principles that everyone should consider, especially across datasets where time is the common boundary. In his session at Internet of @ThingsExpo, Jim Scott, Director of Enterprise Strategy & Architecture at MapR Technologies, discussed single-value, geo-spatial, and log time series data. By focusing on enterprise applications and the data center, he will use OpenTSDB as an example t...
The Domain Name Service (DNS) is one of the most important components in networking infrastructure, enabling users and services to access applications by translating URLs (names) into IP addresses (numbers). Because every icon and URL and all embedded content on a website requires a DNS lookup loading complex sites necessitates hundreds of DNS queries. In addition, as more internet-enabled ‘Things' get connected, people will rely on DNS to name and find their fridges, toasters and toilets. According to a recent IDG Research Services Survey this rate of traffic will only grow. What's driving t...
Enthusiasm for the Internet of Things has reached an all-time high. In 2013 alone, venture capitalists spent more than $1 billion dollars investing in the IoT space. With "smart" appliances and devices, IoT covers wearable smart devices, cloud services to hardware companies. Nest, a Google company, detects temperatures inside homes and automatically adjusts it by tracking its user's habit. These technologies are quickly developing and with it come challenges such as bridging infrastructure gaps, abiding by privacy concerns and making the concept a reality. These challenges can't be addressed w...
Explosive growth in connected devices. Enormous amounts of data for collection and analysis. Critical use of data for split-second decision making and actionable information. All three are factors in making the Internet of Things a reality. Yet, any one factor would have an IT organization pondering its infrastructure strategy. How should your organization enhance its IT framework to enable an Internet of Things implementation? In his session at Internet of @ThingsExpo, James Kirkland, Chief Architect for the Internet of Things and Intelligent Systems at Red Hat, described how to revolutioniz...
Bit6 today issued a challenge to the technology community implementing Web Real Time Communication (WebRTC). To leap beyond WebRTC’s significant limitations and fully leverage its underlying value to accelerate innovation, application developers need to consider the entire communications ecosystem.
The definition of IoT is not new, in fact it’s been around for over a decade. What has changed is the public's awareness that the technology we use on a daily basis has caught up on the vision of an always on, always connected world. If you look into the details of what comprises the IoT, you’ll see that it includes everything from cloud computing, Big Data analytics, “Things,” Web communication, applications, network, storage, etc. It is essentially including everything connected online from hardware to software, or as we like to say, it’s an Internet of many different things. The difference ...
Cloud Expo 2014 TV commercials will feature @ThingsExpo, which was launched in June, 2014 at New York City's Javits Center as the largest 'Internet of Things' event in the world.
SYS-CON Events announced today that Windstream, a leading provider of advanced network and cloud communications, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Windstream (Nasdaq: WIN), a FORTUNE 500 and S&P 500 company, is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, phone and digital TV services to consumers primarily in rural areas.
"There is a natural synchronization between the business models, the IoT is there to support ,” explained Brendan O'Brien, Co-founder and Chief Architect of Aria Systems, in this SYS-CON.tv interview at the 15th International Cloud Expo®, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
The major cloud platforms defy a simple, side-by-side analysis. Each of the major IaaS public-cloud platforms offers their own unique strengths and functionality. Options for on-site private cloud are diverse as well, and must be designed and deployed while taking existing legacy architecture and infrastructure into account. Then the reality is that most enterprises are embarking on a hybrid cloud strategy and programs. In this Power Panel at 15th Cloud Expo (http://www.CloudComputingExpo.com), moderated by Ashar Baig, Research Director, Cloud, at Gigaom Research, Nate Gordon, Director of T...