Reinvention is sadly rare in the software business. Interactive Intelligence has learned many lessons during its twenty-plus years developing business communications software. But how do you apply that history and still build a wholly different cloud solution? Don Brown, CEO of Interactive Intelligence will speak about the drivers and business benefits of an entirely new AWS-powered cloud application built with microservice architecture called PureCloud. He will share case studies that demonstrate how PureCloud has helped customers flexibly and cost-effectively scale, get up and running fast, and stay competitive with immediate and continuous new functionality. This session will teach participants how PureCloud differs from traditional cloud solutions, and how it can uniquely help businesses thrive in a world of increasing digital disruption Speaker: Dr. Don Brown, CEO & Founder, Interactive Intelligence

1. Building the Framework for Business Transformation
REIMAGINE THE FUTURE
DR. DON BROWN
Founder & CEO

2. • Exponential Organisations by Salim Ismail and Michael
S. Malone
• The Big Switch: Rewiring the World from Edison to
Google by Nicholas Carr
• A Life Decoded by J. Craig Venter
Credits

3. y = mx + b

4. x
y
y = 1.5x

5. We Live Linear Lines

6. • In the 1980’s, McKinsey & Company told AT&T not to enter the
mobile phone market because in 2000, there would be fewer than 1
million phones in use.
• Experts predicted in 2002 that the mobile market would grow 16%
year over year.
• In 2006 and 2008, experts predicted the mobile phone market would
grow by 10-12% year over year.
• 7 years into the Human Genome Project, only 1% of the 3 billion base-
pairs constituting human DNA had been sequenced. Experts predicted
it would take 700 years to finish.
We Can’t Help But Think Linearly About the Future

7. • In 2000, there were 100 million cell phones in use
• The mobile market doubled from 2002 to 2004, doubled again from
2004 to 2006, and doubled yet again from 2006 to 2008.
• The completion of the Human Genome Project took less than 7 more
years. Today a human genome can be sequenced in a few hours.
Today, Linear Thinking Can be Spectacularly Wrong

8. y
y = 2x

9. Things Going On Around Us Are Increasingly Exponential

10. Things Going On Around Us Are Increasingly Exponential

11. Things Going On Around Us Are Increasingly Exponential

12. Things Going On Around Us Are Increasingly Exponential

13. Things Going On Around Us Are Increasingly Exponential

14. Exponential Change is Due to
Everything Becoming Information

15. 75%?
What percentage of the way are we along
the path in the Information Age?

16. What percentage of the way are we along
the path in the Information Age?
50%?

17. What percentage of the way are we along
the path in the Information Age?
25%?

18. What percentage of the way are we along
the path in the Information Age?
<1%?

19. The Business ImplicationsAre Staggering
• The pace of change is accelerating.
• Businesses able to leverage information
are eating the lunch of those that aren’t.
• Physical assets and capital expenditures
are increasingly liabilities.
• Every business is at risk of being
disrupted.

20. INDUSTRY OLD GUARD DISRUPTORS
Film and camera Kodak Digital cameras and cell phones
Autos Mercedes, BMW, VW Tesla, Apple, Google
Smart phones Blackberry Apple, Samsung, Google
Taxis Taxi services Uber, Lyft
Hotels Mariott, Hilton, etc. Airbnb
Manufacturing 3D printing
Energy Coal, Oil Solar
Retail Many Amazon
Banking Many Bitcoin
Insurance Many AI and big data
Pharma Many DIYbio
Healthcare Many AI, big data, bioinformatics, proteomics

21. RISE OF THE
DIGITAL
NATIVE

22. • Black and white TV with
3-4 local channels
• A few hundred
mainframes in the world
• Vinyl records
• Telephone
• X-rays
• Hundreds of millions of
smart phones
• Internet of things
• Sensors in everything
• Genomics and
personalised medicine
• Computerised diagnosis
• True artificial intelligence
• Internet
• Millions of personal
computers
• Blackberry
• CDs
• CAT scanners and MRI
machines

23. • Collaborative work environments and
technologies
• Access to everything via mobile devices
• Personalisation in every interaction
• Insight into them as individuals and their
specific needs

24. SO WHAT DOES THIS HAVE TO
DO WITH THE CLOUD?

25. In 1900,
90% of manufacturing
companies in the
US had their own
power plants

26. • Electricity was considered a
competitive advantage.
• Power generation was a huge
capital expense.
• Many specialised people were
required to install and maintain
the plants.
• Complexity grew rapidly and so
did the cost of operation.

27. By 1930, 90% of
businesses were
using electricity
supplied by a
central utility

28. The Exact Same Transition is
Happening with Computing
In 10 years, the idea of
operating your own data
centre will seem downright
antiquated

29. • Repurpose of capital
• Allows IT to concentrate on
proprietary projects
• Built-in disaster recovery
• Massive scalability
• Declining costs
• Security
The Exact Same Transition is
Happening with Computing

30. Interactive Intelligence
recognised it had to change

31. The Innovator’s Dilemma

32. In 2012, we decided to disrupt ourselves
• Launched an effort to design a clean-sheet
cloud solution
• Based the nucleus of the effort far enough
away that it could have some isolation
• Spent $50-100M on the effort knowing
that it would kill profitability and our
stock price in the short term

33. A new platform to keep pace with the rate of
technological and social change in your business

34. New approach for the contact centre industry
Image
source:
http://eugenedvorkin.com/seven-­‐micro-­‐services-­‐architecture-­‐advantages/
Monolithic / Layered Microservices

35. Immediate and continuous delivery of new functionality
Workforce
Recording
Administration
Process Automation
Reporting
Inbound IVR
Outbound Campaigns
Inbound Email
Web Chat
ACD
Co-browsing

36. Functionality that is easily learnable and memorable

37. Unsurpassed resiliency eliminating single points of failure
Workforce
Recording
Administration
Process Automation
Reporting
Inbound IVR
Outbound Campaigns
Inbound Email
Web Chat
ACD
Co-browsing

38. Unlimited scale that is both efficient and cost-effective
Workforce
Recording
Administration
Process Automation
Reporting
Inbound IVR
Outbound Campaigns
Inbound Email
Web Chat
ACD
Co-browsing

39. We welcome a few of our regional customers

40. A Leader
in the Cloud
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implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.

41. Our Vision for the Future
COLLABORATION
COMMUNICATIONS
CUSTOMER ENGAGEMENT

42. Interactive Intelligence
Headquarters: Indianapolis, Indiana, U.S.
Offices: 35-plus worldwide
2015 Revenue: $390.9M, an increase of 15 percent over 2014 revenue of $341.3M
2015 Cloud Revenue: $97.9M, an increase of 62 percent over 2014 cloud revenue of
$60.5M
Employees: 2,000-plus
Customers: 6,000-plus deployments worldwide
Resellers: Approximately 400 in 60 countries

43. PureCloud – A Platform for Change
ü Omnichannel routing
ü Speech-enabled IVR
ü Workforce optimisation
ü Unparalleled reliability
ü Secure by design
ü CRM integrations
ü Supervisory and reporting
ü Data analytics
ü Graphical scripting
ü UC and collaboration
Full-Featured Customer Engagement Cloud
Solution

44. Digital Transformation Questions
• What do we do that could be enabled by information?
• How do we eliminate reliance on capital in favor of information and scalable
technologies?
• How do we arm our employees in order to get twice the productivity?
• How do we make the incremental cost of growth as close to zero as possible?
• What is our massive transformative purpose?

45. Transform the way organisations
engage the world

46. REIMAGINE THE FUTURE
Visit us at Booth P9