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2013 - 2014 Cloud-Based Contact Center Infrastructure Market Report

The sixth edition of DMG Consulting's Cloud-Based Contact Center Infrastructure Market Report provides an in-depth analysis of all aspects of this expanding, competitive IT sector. The 570-page report gives contact center and IT managers the vendor, product, functional, technical and pricing information they require to determine if a cloud-based solution is right for their organization and, if so, which one is the best fit. This Report also provides insights into adoption, market trends and challenges, analyzes market activity, reviews customer satisfaction with vendors, and offers implementation best practices to help users realize the greatest continuing return on their cloud investments.

Contact center and IT leaders have been searching for better and more cost-effective ways to help customers while maintaining an efficient and productive workforce. The answer for many lies in the cloud. While it took contact centers close to 15 years to get comfortable with cloud-based solutions, many have been won over by the flexibility and benefits they are realizing, and the freedom from having to implement and maintain hardware and platforms.

The numbers do the best job of telling this astounding story. Back in 2008, adoption of cloud-based contact center infrastructure solutions was only 2.2%. In just three years, adoption nearly tripled to 5.9% in 2011. As of September 2013, DMG estimates that more than 62% of organizations are using some type of cloud-based contact center solution as part of their operation. And approximately half (45.6%) of the organizations that are not yet using cloud-based contact center solutions are planning to move in this direction in the next 18 months.*

Growing interest and increased adoption are driving and speeding the pace of innovation. Cloud-based contact center infrastructure vendors are making substantial investments in research and development (R&D), and DMG expects that trend to continue for the foreseeable future. Money and time are going into helping these vendors reach functional parity with premise-based peers and build functional differentiators. Customer requests, contact center trends and challenges, new technologies, expanding markets, strategic partnerships, and the desire to deliver new capabilities to the market all play a role in ongoing innovation. Among other areas, vendors are focused on multi-channel capabilities, social media, improving user interfaces, out-of-the-box integrations to third-party applications, reporting, and mobile support.

Today there are more vendors, solutions and options for end users than ever before. DMG advises buyers to do their research and be aware that the cloud-based contact center infrastructure market will undergo many rounds of mergers, acquisitions and consolidation. This means that there is a high likelihood that a selected vendor will be acquired in the next three to five years, which could impact the purchased offering.

To aid users in their research and evaluation process, DMG conducted an independent survey to measure end-user satisfaction with cloud-based contact center vendors and their products, service, support, professional services, training and innovation. This study evaluates the performance of the ten vendors analyzed in detail in the 2013-2014 Cloud-Based Contact Center Infrastructure Market Report. A majority (67.3%) of satisfaction ratings across all vendors for the ten major categories surveyed fell into the highly satisfied range (4.0 to 4.71). 29.1% of the average ratings fell into the satisfied range (3.0 to 3.81); 0.9% of the ratings fell into the somewhat satisfied range (2.0 to 2.5); and 2.7% of the responses were highly satisfied, 5.0. These numbers demonstrate an encouraging improvement over last year's results, but show that cloud-based contact center infrastructure vendors need to make substantial improvements to increase overall customer satisfaction.

Few contact centers are completely cloud-based today, and DMG does not expect this to change much in the next five years. However, within two years, almost no center will be entirely cloud-less, as the benefits of these solutions become increasingly evident. The cloud-based contact center infrastructure market will continue to grow rapidly, although more slowly than it has in the recent past. DMG expects this market to grow by 30% in 2013, 27% in 2014, 25% in 2015 and 22% in 2015. Although the growth rate is expected to slow, it is still high, given that the contact center market is a mature IT sector.

The 2013-2014 Cloud-Based Contact Center Infrastructure Market Report is the most comprehensive, fact-based and timely analysis of this technology sector. It covers 13 vendors in total - 10 at an in-depth level, including 3CLogic, 8x8, Connect First, Cisco, Echopass (Genesys), Five9, inContact, Interactive Intelligence, NewVoiceMedia and Verizon. Three additional vendors are covered at a higher level: Altitude Software, NexxPhase and VoltDelta. The inclusion of vendors large and small gives readers a deep appreciation of the range of cloud-based contact center infrastructure offerings, along with their strengths, weaknesses, opportunities and pricing.

Key Reasons to Buy This Report

  • Overview of cloud-based/hosted contact center infrastructure technology, architecture and applications in the marketplace today
  • Analysis of how to build and support multi-channel contact centers, including which channels to support, benefits and best practices
  • Insights into new and emerging functionality and innovation that has recently come to market or is planned for the next 12 to 18 months
  • Analysis of the trends and challenges that are driving technical and functional innovation, usability and market adoption
  • Evaluation of new product features, enhancements and what the vendors plan to deliver in the next 12 - 18 months
  • Review of the cloud-based contact center infrastructure competitive landscape, vendors, products, technology and functionality
  • Cloud-based contact center infrastructure market share analysis, adoption rate, and projections through 2016
  • Presentation of leadership criteria for the cloud-based contact center infrastructure competitors
  • Guide and best practices for succeeding with a cloud-based contact center infrastructure implementation
  • Discussion of the pros and cons of using cloud-based contact center infrastructure solutions
  • Tips and guidelines for building a strong financial business case for procuring a cloud-based contact center infrastructure solution
  • Benefits and return on investment (ROI) from using cloud-based contact center infrastructure solutions
  • High-level company, financial, strategy and product overviews of the leading and contending vendors
  • Detailed pricing analysis for cloud-based vendors, and typical price ranges for the market
  • Comprehensive vendor satisfaction analysis addressing each vendor's products, implementation, service, training, professional services, innovation and pricing
  • In-depth comparative study of the technical and functional components of the cloud-based contact center infrastructure solutions
  • Detailed company reports for 13 leading and contending cloud-based contact center infrastructure providers, including a preview of their future product direction
  • Cloud-Based Contact Center Infrastructure Vendor Directory

Report Highlights:

  • The cloud is flying high among contact center and IT leaders : It took time to get used to the idea, but after nearly 15 years, many executives are moving some of their contact center applications to the cloud. In many cases, the benefits far outweigh the risks, as evidenced by increasing adoption.
  • Cloud-based contact center adoption is gaining momentum : Once upon a time, cloud based contact center infrastructure was being used by only 2.2% of companies. As of September 2013, DMG estimates that more than 62% of organizations were using some cloud-based contact center application as part of their operations. And about half of those not yet using (45.6%) were planning to move in this direction in the next 18 months.*
  • Vendors continue to invest heavily in R&D : Vendors continue to invest in their cloud-based solutions to reach functional parity with competitors, and to create differentiated functionality in the areas of multi-channel capabilities, social media, better user interfaces, out-of-the-box integrations, reporting, and mobile support.
  • Growth will continue to be significant as nearly all contact centers move at least some functionality to the cloud over the next few years : Contact centers will be adopting more cloud-based infrastructure in the coming years. DMG expects the market to grow rapidly, although more slowly than it has in the recent past: by 30% in 2013, 27% in 2014, 25% in 2015 and 22% in 2015.

* DMG Consulting's 2013 The Cloud is in Your Future benchmark study

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Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

4. Service Delivery Model and Definitions

  • 4.1 DMG Service Delivery Definitions
  • 4.2 Vendor Service Delivery Options

5. DMG's Guide to Cloud-Based Contact Center Infrastructure

  • 5.1 Contact Center Definition
  • 5.2 Cloud-Based Contact Center Infrastructure
    • 5.2.1 Core Cloud-Based Contact Center Functionality
  • 5.3 Cloud-Based Contact Center Infrastructure Architecture

6. Multi-Channel Contact Centers

  • 6.1 What is a Multi-Channel Contact Center?
  • 6.2 Deciding Which Channels to Support
  • 6.3 Benefits of Multi-Channel Contact Centers
  • 6.4 Management Tips for Multi-Channel Contact Centers

7. Adoption of Cloud-Based Contact Center Applications

  • 7.1 Planned Adoption of Cloud-Based Contact Center Systems, Applications and Channels

8. Contact Center Infrastructure Trends and Challenges

9. Product Innovations

  • 9.1 New Product Features
  • 9.2 Product Enhancements

10. Cloud-Based Contact Center Competitive Landscape

  • 10.1 Categories of Cloud-Based Contact Center Infrastructure Competitors
  • 10.2 Role of Leading Premise-Based Vendors in the World of the Cloud
  • 10.3 Cloud-Based Contact Center Infrastructure Executive Guide

11. Cloud-Based Contact Center Infrastructure Market Share Analysis

12. Cloud-Based Contact Center Infrastructure Market Projections

13. Adoption of Cloud-Based Contact Center Infrastructure Solutions

14. What it Will Take to Become a Leader in the Cloud-Based Contact Center Market

15. How to Succeed with a Cloud-Based Contact Center Implementation

  • 15.1 Responsibilities of the Various Constituents
  • 15.2 High-Level Guidelines for Cloud-Based Contact Center Infrastructure Implementations
    • 15.2.1 Contact Center
    • 15.2.2 Internal IT
    • 15.2.3 Vendor
    • 15.2.4 Carrier
  • 15.3 Vendor Implementation Analysis
    • 15.3.1 Vendor Implementation Best Practices
    • 15.3.2 Professional Services and Training
    • 15.3.3 Service Level Agreement

16. Pros and Cons of Cloud-Based Contact Center Infrastructure Solutions

  • 16.1 Pros of a Cloud-Based Contact Center Solution
  • 16.2 Cons of a Cloud-Based Contact Center Solution

17. Building the Business Case for a Cloud-Based Contact Center Solution

  • 17.1 Components of a Business Case
  • 17.2 Conducting a Return on Investment Analysis
  • 17.3 Total Cost of Ownership Analysis
  • 17.4 Technology Investment Financial Analysis Example

18. Benefits and ROI of Cloud-Based Contact Center Infrastructure Solutions

  • 18.1 Benefits
  • 18.2 Return on Investment

19. Improving Contact Center Performance with Real-Time Metrics

  • 19.1 Lack of Real-Time Data and Guidance Impedes Contact Center and Agent Performance
  • 19.2 Uses and Benefits of Real-Time Data

20. Vendor Snapshots

  • 20.1 High-Level Company and Financial Information
  • 20.2 Vendor Strategy and Positioning
  • 20.3 Vendor Product Offerings
  • 20.4 Packaged Solutions
  • 20.5 Small/Mid-Size Offerings

21. Cloud-Based Contact Center Infrastructure Pricing

  • 21.1 Pricing Structure
  • 21.2 Price Ranges
  • 21.3 Vendor Pricing: 50- and 250-Seat Configurations
  • 21.4 Pricing Contending Solutions

22. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

  • 22.1 Summary of Survey Findings and Analysis
  • 22.2 Detailed Survey Findings and Analysis
    • 22.2.1 Product Satisfaction, by Category
    • 22.2.2 Vendor Satisfaction, by Category
  • 22.3 Customer Background and Insight
    • 22.3.1 Customer Background
    • 22.3.2 Customer Insights

23. Cloud-Based Contact Center Infrastructure Solutions

  • 23.1 High-Level Functional Components
  • 23.2 High-Level Functional Summary
  • 23.3 High-Level Technical Summary

24. Cloud-Based Contact Center Infrastructure Technology Analysis

  • 24.1 Detailed Technical Analysis
  • 24.2 Unified Communications
  • 24.3 Multi-Tenancy
  • 24.4 Internet Protocol/Session Initiation Protocol
  • 24.5 Security
    • 24.5.1 Access Security Requirements
    • 24.5.2 Data Security Requirements
  • 24.6 Data Center, Back-Up and Contingency
  • 24.7 Integration Capabilities

25. Detailed Functional Analysis

  • 25.1 Automatic Call Distributor
  • 25.2 Interactive Voice Response/Voice Portal
  • 25.3 Computer Telephony Integration
  • 25.4 Dialers
    • 25.4.1 Outbound Dialing Legislation and its Impact on Recipients, Contact Centers and Vendors
    • 25.4.2 The Telephone Consumer Protection Act of 1991
    • 25.4.3 2013 Changes to the FCC Rules under the TCPA
    • 25.4.4 TCPA Enforcement
    • 25.4.5 Tips to Help Contact Centers Comply with TCPA Requirements
    • 25.4.6 How Dialing Vendors Can Help Enterprises with TCPA Compliance
    • 25.4.7 Glossary of Terms
    • 25.4.8 List of TCPA Reference Sites
    • 25.4.9 TCPA Legislation
  • 25.5 Customer Relationship Management
  • 25.6 Call Recording
  • 25.7 Quality Management/Quality Assurance
  • 25.8 Contact Center Performance Management
  • 25.9 Speech Analytics
  • 25.10 Surveying/Voice of the Customer
  • 25.11 Social Media
    • 25.11.1 Growth of Social Customer Care
    • 25.11.2 Transitioning to Being a Leader in Social Customer Care
  • 25.12 Workforce Management
  • 25.13 Desktop Analytics
  • 25.14 Text Analytics

26. Cloud-Based Contact Center Infrastructure Company Reports

  • 26.1 3CLogic
  • 26.2 8x8
  • 26.3 Altitude
  • 26.4 Cisco Systems
  • 26.5 Connect First
  • 26.6 Echopass
  • 26.7 Five9
  • 26.8 inContact
  • 26.9 Interactive Intelligence
  • 26.10 NewVoiceMedia
  • 26.11 NexxPhase
  • 26.12 Verizon
  • 26.13 VoltDelta

Cloud-Based Contact Center Infrastructure and Application Vendor Directory

Table of Figures

  • Figure 1: Satisfaction with Cloud-Based Contact Center Vendors
  • Figure 2: DMG's Service Delivery Model Definitions
  • Figure 3: Service Delivery Options
  • Figure 4: Cloud-Based Contact Center Solutions
  • Figure 5: Cloud-Based Contact Center Infrastructure Topology
  • Figure 6: Multi-Channel Contact Center
  • Figure 7: Primary Contact Center Channels Supported
  • Figure 8: Benefits of Multi-Channel Contact Centers
  • Figure 9: Management Tips for Multi-Channel Contact Centers
  • Figure 10: Worldwide Adoption of Cloud-Based Contact Center Solutions, based on DMG Benchmark Studies
  • Figure 11: Cloud-Based Contact Center Applications in Use
  • Figure 12: Adoption Rate for Cloud-Based Applications
  • Figure 13: Top Contact Center Servings Channels
  • Figure 14: Contact Center Infrastructure Trends
  • Figure 15: Contact Center Challenges
  • Figure 16: New Product Features Introduced During the Past Year
  • Figure 17: cements Planned for Next 12 to 18 Months
  • Figure 18: Cloud-Based Vendor Competitive Landscape
  • Figure 19: Cloud-Based Contact Center Infrastructure Market Activity, as of August 2013
  • Figure 20: 2012 Cloud-Based Contact Center Infrastructure Market Share, by Number of Seats
  • Figure 21: 2012 Cloud-Based Contact Center Infrastructure Market Share, by Number of Customers
  • Figure 22: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2012 vs. 2011 Comparison
  • Figure 23: Cloud-Based Contact Center Infrastructure Seats by Vendor, 2011 vs. 2012 Comparison
  • Figure 24: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2012 vs. 2011 Comparison
  • Figure 25: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2012 vs. 2011 Comparison
  • Figure 26: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2008 - 2012
  • Figure 27: Cloud-Based Contact Center Infrastructure Seat Trend Analysis Graph, 2008 - 2012
  • Figure 28: Cloud-Based Contact Center Infrastructure Seats and Growth Rates
  • Figure 29: Cloud-based Contact Center Infrastructure: Actual and Projected Adoption Rates, 2008 - 2016
  • Figure 30.1: Implementation Analysis
  • Figure 30.2: Implementation Analysis
  • Figure 31.1: Implementation Analysis
  • Figure 31.2: Implementation Analysis
  • Figure 32.1: Professional Services and Training
  • Figure 32.2: Professional Services and Training
  • Figure 33.1: Service Level Agreements (SLAs)
  • Figure 33.2: Service Level Agreements (SLAs)
  • Figure 34: Benefits of a Cloud-Based Contact Center Solution
  • Figure 35: Top Challenges in Dealing with Cloud-Based ContactCenter Vendors
  • Figure 36: Biggest Concerns About Purchasing a Cloud-Based Contact Center Solution
  • Figure 37: Reasons Not to Use a Cloud-Based Contact Center Infrastructure Solution
  • Figure 38: ROI vs. TCO Analyses
  • Figure 39: Project Assumptions
  • Figure 40: Cash Flow Analysis
  • Figure 41: ROI Metrics
  • Figure 42: Reasons for Purchasing a Cloud-Based Contact Center Solution
  • Figure 43: Cloud-Based Contact Center Infrastructure Payback Analysis
  • Figure 44: Top Real-Time Information Required by Managers/ Supervisors
  • Figure 46.1: Company Information
  • Figure 46.2: Company Information
  • Figure 47: Company Strategy
  • Figure 48: Products
  • Figure 49.1: Packaged Solutions
  • Figure 49.2: Packaged Solutions
  • Figure 50.1: Small/Mid-Sized (SMB) Offering
  • Figure 50.2: Small/Mid-Sized (SMB) Offering
  • Figure 51.1: Pricing Structure
  • Figure 52: Cloud-Based Contact Center Infrastructure Price Ranges, 2011 - 2013 Comparison
  • Figure 53: 2013 Price Range by Cost Category
  • Figure 54.1: Pricing 50-Seat System
  • Figure 54.2: Pricing 50 -Seat System
  • Figure 55.1: Pricing 250 -Seat System
  • Figure 55.2: Pricing 250 -Seat System
  • Figure 56: Monthly Pricing (in USD) 50 -Seat System
  • Figure 57: Monthly Pricing (in USD) 250 -Seat System
  • Figure 58: Customer Survey Rating Categories
  • Figure 59: Average Satisfaction Ratings, by Category
  • Figure 60: Product Satisfaction Ratings by Category
  • Figure 61: Ease of Configuration/Use/Maintenance Satisfaction Ratings, by Customer
  • Figure 62: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 63: Routing and Queuing Satisfaction Ratings, by Customer
  • Figure 64: Agent Interface Satisfaction Ratings, by Customer
  • Figure 65: Supervisor Interface Satisfaction Ratings, by Customer
  • Figure 66: Overall Product Features and Functionality Satisfaction Ratings, by Customer
  • Figure 67: IVR Feature Set Satisfaction Ratings, by Customer
  • Figure 68: Inbound ACD Features and Functionality Satisfaction Ratings, by Customer
  • Figure 69: Outbound Features and Functionality Satisfaction Ratings, by Customer
  • Figure 70: Blended Capabilities Satisfaction Ratings, by Customer
  • Figure 71: Compliance Features Satisfaction Ratings, by Customer
  • Figure 72: Multi-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 73: Scripting Capabilities Satisfaction Ratings, by Customer
  • Figure 74: Dashboard Satisfaction Ratings, by Customer
  • Figure 75: Real-Time Reporting Satisfaction Ratings, by Customer
  • Figure 76: Historical Reporting Satisfaction Ratings, by Customer
  • Figure 77: Ability to Improve Agent Productivity and Efficiency Satisfaction Ratings, by Customer
  • Figure 78: Ability to Improve Supervisor Efficiency Satisfaction Ratings, by Customer
  • Figure 79: Ability to Improve the Customer Experience Satisfaction Ratings, by Customer
  • Figure 80: Design Environment Satisfaction Ratings, by Customer
  • Figure 81: System Flexibility Satisfaction Ratings, by Customer
  • Figure 82: System Security Satisfaction Ratings, by Customer
  • Figure 83: Platform Reliability and Scalability Satisfaction Ratings, by Customer
  • Figure 84: Implementation Satisfaction Ratings, by Customer
  • Figure 85: Professional Services Satisfaction Ratings, by Customer
  • Figure 86: Training Satisfaction Ratings, by Customer
  • Figure 87: Service and Support Satisfaction Ratings, by Customer
  • Figure 88: System Upgrades Satisfaction Ratings, by Customer
  • Figure 89: Product Innovation Satisfaction Ratings, by Customer
  • Figure 90: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 91: Communication Satisfaction Ratings, by Customer
  • Figure 92: Product Pricing Satisfaction Ratings, by Customer
  • Figure 93: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 94: What contact center applications are you using from your cloud-based contact center infrastructure vendor?
  • Figure 95: What channels do you use your cloud-based contact center infrastructure to support?
  • Figure 96: What were the 3-5 primary drivers of your decision to implement a cloud-based contact center infrastructure solution?
  • Figure 97: What were the 3-5 biggest concerns you had to overcome in choosing a cloud-based contact center infrastructure solution?
  • Figure 98: What are the top 3-5 benefits you have gained from using a cloud-based contact center infrastructure solution?
  • Figure 99: What does your cloud-based contact center infrastructure vendor do well?
  • Figure 100: What would you like your cloud-based contact center infrastructure vendor to do better?
  • Figure 101: Please list the product enhancements you would like to see.
  • Figure 102: Please feel free to provide any additional comments about your experience with the vendor and/or solution.
  • Figure 103: 2013 - 2014 Cloud-Based Contact Center Infrastructure Soluton Overview
  • Figure 104.1: High-Level Functional Summary
  • Figure 104.2: High-Level Functional Summary
  • Figure 105.1: High-Level Technical Summary
  • Figure 105.2: High-Level Technical Summary
  • Figure 106.1: Technical Analysis
  • Figure 106.2: Technical Analysis
  • Figure 107.1: Unified Communications
  • Figure 107.2: Unified Communications
  • Figure 108.1: Multi-Tenancy
  • Figure 108.2: Multi-Tenancy
  • Figure 109.1: IP/SIP
  • Figure 109.2: IP/SIP
  • Figure 110.1: Security
  • Figure 110.2: Security
  • Figure 111.1: Data Center, Back-up, Disaster Recovery and Contingency
  • Figure 111.2: Data Center, Back-up, Disaster Recovery and Contingency
  • Figure 112.1: Integration Capabilities
  • Figure 112.2: Integration Capabilities
  • Figure 113.1: Automatic Call Distributor (ACD)
  • Figure 113.2: Automatic Call Distributor (ACD)
  • Figure 114.1: Interactive Voice Response (IVR)/Voice Portal)
  • Figure 114.2: Interactive Voice Response (IVR)/Voice Portal)
  • Figure 115.1: Computer Telephony Integration (CTI)
  • Figure 115.2: Computer Telephony Integration (CTI)
  • Figure 116.1: Dialers
  • Figure 116.2: Dialers
  • Figure 117: TCPA Legislation and Regulations Timeline
  • Figure 118: 1991 Telephone Consumer Protection Act (TCPA) High-Level Requirements
  • Figure 119: Legislative and Regulatory Changes Related to TCPA
  • Figure 120: TCPA Requirements as of 2013
  • Figure 121: Recent TCPA Legislation Decisions and Impacts
  • Figure 122.1: Customer Relationship Management (CRM) Software
  • Figure 122.2: Customer Relationship Management (CRM)Software
  • Figure 123.1: Call Recording
  • Figure 123.2: Call Recording
  • Figure 124: Analytics-Enabled Quality Assurance
  • Figure 125.1: Quality Assurance (QA)/Management (QM)
  • Figure 125.2: Quality Assurance (QA)/Management (QM)
  • Figure 126: Making CCPM Actionable
  • Figure 127.1: Performance Management
  • Figure 127.2: Performance Management
  • Figure 128.1: Speech Analytics
  • Figure 128.2: Speech Analytics
  • Figure 129: The New Voice of the Customer process
  • Figure 130.1: Surveying/Voice of the Customer (VOC)
  • Figure 130.2: Surveying/Voice of the Customer (VOC)
  • Figure 131: Frequently Used Social Media Channels
  • Figure 132: Departments Responsible for Handling Social Media Comments
  • Figure 133.1: Social Media
  • Figure 133.2: Social Media
  • Figure 134: Workforce Management Functional Blocks
  • Figure 135.1: Workforce Management (WFM)
  • Figure 135.2: Workforce Management (WFM)
  • Figure 136: Desktop Analytics Defined
  • Figure 137.1: Desktop Analytics (DA)
  • Figure 137.2: Desktop Analytics (DA)
  • Figure 138.1: Text Analytics (TA)
  • Figure 138.2: Text Analytics (TA)
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