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市場調查報告書

亞太地區的客服中心應用市場

Asia-Pacific Contact Center Applications Market, 2013

出版商 Frost & Sullivan 商品編碼 255498
出版日期 內容資訊 英文 351 Pages
商品交期: 最快1-2個工作天內
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亞太地區的客服中心應用市場 Asia-Pacific Contact Center Applications Market, 2013
出版日期: 2014年10月28日 內容資訊: 英文 351 Pages
簡介

本報告提供亞太地區的客服中心應用市場調查分析、13個國家8個應用部門為對象、市場規模、市場佔有率、技術趨勢、推動市場要素與阻礙因素等相關的系統性資訊。

第1章 摘要整理

第2章 市場定義與調查手法

第3章 推動因素與阻礙因素:綜合市場

  • 推動因素與阻礙因素
  • 推動因素的內容
  • 阻礙因素的內容

第4章 亞太地區的客服中心應用市場

  • 市場趨勢
  • 技術趨勢
  • 主要趨勢
  • 價格趨勢
  • 收益明細:各技術
  • 預測的前提條件
  • 市場工程評量
  • 收益預測
  • 收益預測的考察
  • 焦點
  • 焦點:各技術
  • 焦點:各技術的考察
  • 焦點:同業、各產業

第5章 市場佔有率和競爭分析:亞太地區

  • 供應商市場佔有率
  • 供應商市場佔有率:各技術

第6章 澳洲的客服中心應用市場

  • 市場工程評量
  • 收益明細:各技術
  • 主要趨勢
  • 收益預測
  • 收益預測的考察
  • 焦點:各方面應用
  • 焦點:各方面應用的考察
  • 焦點:同業、各產業

第7章 市場佔有率和競爭分析:澳洲

  • 供應商市場佔有率
  • 供應商市場佔有率:各技術
  • 競爭焦點

第8章 中國的客服中心應用市場

第9章 市場佔有率和競爭分析:中國

第10章 香港的客服中心應用市場

第11章 市場佔有率和競爭分析:香港

第12章 印度的客服中心應用市場

第13章 市場佔有率和競爭分析:印度

第14章 印尼的客服中心應用市場

第15章 市場佔有率和競爭分析:印尼

第16章 日本的客服中心應用市場

第17章 市場佔有率和競爭分析:日本

第18章 馬來西亞的客服中心應用市場

第19章 市場佔有率和競爭分析:馬來西亞

第20章 紐西蘭的客服中心應用市場

第21章 市場佔有率和競爭分析:紐西蘭

第22章 菲律賓的客服中心應用市場

第23章 市場佔有率和競爭分析:菲律賓

第24章 新加坡的客服中心應用市場

第25章 市場佔有率和競爭分析:新加坡

第26章 韓國的客服中心應用市場

第27章 市場佔有率和競爭分析:韓國

第28章 台灣的客服中心應用市場

第29章 市場佔有率和競爭分析:台灣

第30章 泰國的客服中心應用市場

第31章 市場佔有率和競爭分析:泰國

第32章 越南的客服中心應用市場

第33章 市場佔有率和競爭分析:越南

第34章 彙整

第35章 附錄

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目錄
Product Code: P806-01-00-00-00

The Industry is Rapidly Transforming from Technology-centric to Customer Engagement Focused

This study breaks down the contact center applications market across 13 countries in the Asia-Pacific region based on 8 application segments including Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), Interactive Voice Response, Outbound, Call Monitoring, Workforce Management (WFM), Speech Technology, and Multimedia applications. It presents market sizing and market share by application and by country. Trends are also identified based on technology adoption across different industries or sectors as well as by the size of the contact centers. Market drivers and restraints are also discussed for each country in the Asia-Pacific region.

Table of Contents

1. EXECUTIVE SUMMARY

  • 1. Executive Summary
  • 2. Executive Summary-Market Engineering Measurements
  • 3. Executive Summary-CEO's Perspective

2. MARKET DEFINITIONS AND RESEARCH METHODOLOGY

  • 1. Market Overview
  • 2. Research Methodology
  • 3. Geographical Coverage
  • 4. Market Overview-Definitions
  • 5. Market Overview-Definitions (continued)
  • 6. Market Overview-Definitions (continued)
  • 7. Market Overview-Definitions (continued)
  • 8. Market Overview-Definitions (continued)
  • 9. Market Overview-Definitions (continued)
  • 10. Market Overview-Definitions (continued)
  • 11. Market Overview-Key Questions This Study Will Answer

3. DRIVERS AND RESTRAINTS-TOTAL CONTACT CENTER APPLICATIONS MARKET

  • 1. Asia-Pacific Market Drivers and Restraints
  • 2. Drivers Explained
  • 3. Drivers Explained (continued)
  • 4. Restraints Explained
  • 5. Restraints Explained (continued)

4. ASIA-PACIFIC CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. Asia-Pacific Market Overview-Market Trends
  • 2. Asia-Pacific Market Overview-Market Trends (continued)
  • 3. Asia-Pacific Market Overview-Technology Trends
  • 4. Asia-Pacific Market Overview-Key Trends
  • 5. Asia-Pacific Market Overview-Key Trends (continued)
  • 6. Asia-Pacific Market Overview-Price Trends
  • 7. Asia-Pacific Market-Revenue Breakdown by Technology
  • 8. Forecast Assumptions
  • 9. Asia-Pacific Market-Market Engineering Measurements
  • 10. Asia-Pacific Market-Revenue Forecast
  • 11. Asia-Pacific Market-Revenue Forecast Discussion
  • 12. Asia-Pacific Market Highlights
  • 13. Asia-Pacific Market Highlights (continued)
  • 14. Asia-Pacific Market Highlights (continued)
  • 15. Asia-Pacific Market Highlights (continued)
  • 16. Asia-Pacific Market Highlights by Technology
  • 17. Asia-Pacific Market Highlights by Technology Discussion
  • 18. Asia-Pacific Market Highlights by Horizontal and Vertical
  • 19. Asia-Pacific Market Highlights by Horizontal and Vertical (continued)
  • 20. Asia-Pacific Market Highlights by Horizontal and Vertical (continued)

5. MARKET SHARE AND COMPETITIVE ANALYSIS- ASIA-PACIFIC

  • 1. Asia-Pacific Market-Vendor Market Share
  • 2. Asia-Pacific Market-Vendor Market Share by Technology
  • 3. Asia-Pacific Market-Vendor Market Share by Technology (continued)
  • 4. Asia-Pacific Market-Vendor Market Share by Technology (continued)
  • 5. Asia-Pacific Market-Vendor Market Share by Technology (continued)

6. AUSTRALIAN CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. Australian Market-Market Engineering Measurements
  • 2. Australian Market-Revenue Breakdown by Technology
  • 3. Australian Market Overview-Key Trends
  • 4. Australian Market-Revenue Forecast
  • 5. Australian Market-Revenue Forecast Discussion
  • 6. Australian Market Highlights by Application
  • 7. Australian Market Highlights by Application Discussion
  • 8. Australian Market Highlights by Horizontal and Vertical
  • 9. Australian Market Highlights by Horizontal and Vertical (continued)

7. MARKET SHARE AND COMPETITIVE ANALYSIS- AUSTRALIA

  • 1. Australian Market-Vendor Market Share
  • 2. Australian Market-Vendor Market Share by Technology
  • 3. Australian Market-Vendor Market Share by Technology (continued)
  • 4. Australian Market-Vendor Market Share by Technology (continued)
  • 5. Australian Market-Vendor Market Share by Technology (continued)
  • 6. Australian Market-Competitive Highlights
  • 7. Australian Market-Competitive Highlights (continued)
  • 8. Australian Market-Competitive Highlights (continued)
  • 9. Australian Market-Competitive Highlights (continued)

8. CHINA CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. China Market-Market Engineering Measurements
  • 2. China Market-Revenue Breakdown by Technology
  • 3. China Market Overview-Key Trends
  • 4. China Market Overview-Key Trends (continued)
  • 5. China Market-Revenue Forecast
  • 6. China Market-Revenue Forecast Discussion
  • 7. China Market Highlights by Application
  • 8. China Market Highlights by Technology Discussion
  • 9. China Market Highlights by Horizontal and Vertical
  • 10. China Market Highlights by Horizontal and Vertical (continued)

9. MARKET SHARE AND COMPETITIVE ANALYSIS- CHINA

  • 1. China Market-Vendor Market Share
  • 2. China Market-Vendor Market Share by Technology
  • 3. China Market-Vendor Market Share by Technology (continued)
  • 4. China Market-Vendor Market Share by Technology (continued)
  • 5. China Market-Vendor Market Share by Technology (continued)
  • 6. China Market-Competitive Highlights
  • 7. China Market-Competitive Highlights (continued)
  • 8. China Market-Competitive Highlights (continued)

10. HONG KONG CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. Hong Kong Market-Market Engineering Measurements
  • 2. Hong Kong Market-Revenue Breakdown by Technology
  • 3. Hong Kong Market Overview-Key Trends
  • 4. Hong Kong Market Overview-Key Trends (continued)
  • 5. Hong Kong Market-Revenue Forecast
  • 6. Hong Kong Market-Revenue Forecast Discussion
  • 7. Hong Kong Market Highlights by Application
  • 8. Hong Kong Market Highlights by Technology Discussion
  • 9. Hong Kong Market Highlights by Horizontal and Vertical
  • 10. Hong Kong Market Highlights by Horizontal and Vertical (continued)

11. MARKET SHARE AND COMPETITIVE ANALYSIS- HONG KONG

  • 1. Hong Kong Market-Vendor Market Share
  • 2. Hong Kong Market-Vendor Market Share by Technology
  • 3. Hong Kong Market-Vendor Market Share by Technology (continued)
  • 4. Hong Kong Market-Vendor Market Share by Technology (continued)
  • 5. Hong Kong Market-Vendor Market Share by Technology (continued)
  • 6. Hong Kong Market-Competitive Highlights
  • 7. Hong Kong Market-Competitive Highlights (continued)

12. INDIA CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. India Market-Market Engineering Measurements
  • 2. India Market-Revenue Breakdown by Technology
  • 3. India Market Overview-Key Trends
  • 4. India Market Overview-Key Trends (continued)
  • 5. India Market-Revenue Forecast
  • 6. India Market-Revenue Forecast Discussion
  • 7. India Market Highlights by Application
  • 8. India Market Highlights by Technology Discussion
  • 9. India Market Highlights by Horizontal and Vertical
  • 10. India Market Highlights by Horizontal and Vertical (continued)

13. MARKET SHARE AND COMPETITIVE ANALYSIS- INDIA

  • 1. India Market-Vendor Market Share
  • 2. India Market-Vendor Market Share by Technology
  • 3. India Market-Vendor Market Share by Technology (continued)
  • 4. India Market-Vendor Market Share by Technology (continued)
  • 5. India Market-Vendor Market Share by Technology (continued)
  • 6. India Market-Competitive Highlights
  • 7. India Market-Competitive Highlights (continued)

14. INDONESIA CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. Indonesia Market-Market Engineering Measurements
  • 2. Indonesia Market-Revenue Breakdown by Technology
  • 3. Indonesia Market Overview-Key Trends
  • 4. Indonesia Market Overview-Key Trends (continued)
  • 5. Indonesia Market-Revenue Forecast
  • 6. Indonesia Market-Revenue Forecast Discussion
  • 7. Indonesia Market Highlights by Application
  • 8. Indonesia Market Highlights by Technology Discussion
  • 9. Indonesia Market Highlights by Horizontal and Vertical
  • 10. Indonesia Market Highlights by Horizontal and Vertical (continued)

15. MARKET SHARE AND COMPETITIVE ANALYSIS- INDONESIA

  • 1. Indonesia Market-Vendor Market Share
  • 2. Indonesia Market-Vendor Market Share by Technology
  • 3. Indonesia Market-Vendor Market Share by Technology (continued)
  • 4. Indonesia Market-Vendor Market Share by Technology (continued)
  • 5. Indonesia Market-Vendor Market Share by Technology (continued)
  • 6. Indonesia Market-Competitive Highlights
  • 7. Indonesia Market-Competitive Highlights (continued)

16. JAPAN CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. Japan Market-Market Engineering Measurements
  • 2. Japan Market-Revenue Breakdown by Technology
  • 3. Japan Market Overview-Key Trends
  • 4. Japan Market Overview-Key Trends (continued)
  • 5. Japan Market-Revenue Forecast
  • 6. Japan Market-Revenue Forecast Discussion
  • 7. Japan Market Highlights by Application
  • 8. Japan Market Highlights by Technology Discussion
  • 9. Japan Market Highlights by Horizontal and Vertical
  • 10. Japan Market Highlights by Horizontal and Vertical (continued)

17. MARKET SHARE AND COMPETITIVE ANALYSIS- JAPAN

  • 1. Japan Market-Vendor Market Share
  • 2. Japan Market-Vendor Market Share by Technology
  • 3. Japan Market-Vendor Market Share by Technology (continued)
  • 4. Japan Market-Vendor Market Share by Technology (continued)
  • 5. Japan Market-Vendor Market Share by Technology (continued)
  • 6. Japan Market-Competitive Highlights
  • 7. Japan Market-Competitive Highlights (continued)
  • 8. Japan Market-Competitive Highlights (continued)
  • 9. Japan Market-Competitive Highlights (continued)
  • 10. Japan Market-Competitive Highlights (continued)

18. MALAYSIA CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. Malaysian Market-Market Engineering Measurements
  • 2. Malaysia Market-Revenue Breakdown by Technology
  • 3. Malaysia Market Overview-Key Trends
  • 4. Malaysia Market Overview-Key Trends (continued)
  • 5. Malaysia Market-Revenue Forecast
  • 6. Malaysia Market-Revenue Forecast Discussion
  • 7. Malaysia Market Highlights by Application
  • 8. Malaysia Market Highlights by Technology Discussion
  • 9. Malaysia Market Highlights by Horizontal and Vertical
  • 10. Malaysia Market Highlights by Horizontal and Vertical (continued)

19. MARKET SHARE AND COMPETITIVE ANALYSIS- MALAYSIA

  • 1. Malaysia Market-Vendor Market Share
  • 2. Malaysia Market-Vendor Market Share by Technology
  • 3. Malaysia Market-Vendor Market Share by Technology (continued)
  • 4. Malaysia Market-Vendor Market Share by Technology (continued)
  • 5. Malaysia Market-Vendor Market Share by Technology (continued)
  • 6. Malaysia Market-Competitive Highlights
  • 7. Malaysia Market-Competitive Highlights (continued)

20. NEW ZEALAND CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. New Zealand Market-Market Engineering Measurements
  • 2. New Zealand Market-Revenue Breakdown by Technology
  • 3. New Zealand Market Overview-Key Trends
  • 4. New Zealand Market Overview-Key Trends (continued)
  • 5. New Zealand Market-Revenue Forecast
  • 6. New Zealand Market-Revenue Forecast Discussion
  • 7. New Zealand Market Highlights by Application
  • 8. New Zealand Market Highlights by Technology Discussion
  • 9. New Zealand Market Highlights by Horizontal and Vertical
  • 10. New Zealand Market Highlights by Horizontal and Vertical (continued)

21. MARKET SHARE AND COMPETITIVE ANALYSIS- NEW ZEALAND

  • 1. New Zealand Market-Vendor Market Share
  • 2. New Zealand Market-Vendor Market Share by Technology
  • 3. New Zealand Market-Vendor Market Share by Technology (continued)
  • 4. New Zealand Market-Vendor Market Share by Technology (continued)
  • 5. New Zealand Market-Vendor Market Share by Technology (continued)
  • 6. New Zealand Market-Competitive Highlights
  • 7. New Zealand Market-Competitive Highlights (continued)
  • 8. New Zealand Market-Competitive Highlights (continued)

22. THE PHILIPPINES CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. The Philippines Market-Market Engineering Measurements
  • 2. The Philippines Market-Revenue Breakdown by Technology
  • 3. The Philippines Market Overview-Key Trends
  • 4. The Philippines Market Overview-Key Trends (continued)
  • 5. The Philippines Market-Revenue Forecast
  • 6. The Philippines Market-Revenue Forecast Discussion
  • 7. The Philippines Market Highlights by Application
  • 8. The Philippines Market Highlights by Technology Discussion
  • 9. The Philippines Market Highlights by Horizontal and Vertical
  • 10. The Philippines Market Highlights by Horizontal and Vertical (continued)

23. MARKET SHARE AND COMPETITIVE ANALYSIS- THE PHILIPPINES

  • 1. The Philippines Market-Vendor Market Share
  • 2. The Philippines Market-Vendor Market Share by Technology
  • 3. The Philippines Market-Vendor Market Share by Technology (continued)
  • 4. The Philippines Market-Vendor Market Share by Technology (continued)
  • 5. The Philippines Market-Vendor Market Share by Technology (continued)
  • 6. The Philippines Market-Competitive Highlights
  • 7. The Philippines Market-Competitive Highlights (continued)

24. SINGAPORE CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. Singapore Market-Market Engineering Measurements
  • 2. Singapore Market-Revenue Breakdown by Technology
  • 3. Singapore Market Overview-Key Trends
  • 4. Singapore Market Overview-Key Trends (continued)
  • 5. Singapore Market-Revenue Forecast
  • 6. Singapore Market-Revenue Forecast Discussion
  • 7. Singapore Market Highlights by Application
  • 8. Singapore Market Highlights by Technology Discussion
  • 9. Singapore Market Highlights by Horizontal and Vertical
  • 10. Singapore Market Highlights by Horizontal and Vertical (continued)

25. MARKET SHARE AND COMPETITIVE ANALYSIS- SINGAPORE

  • 1. Singapore Market-Vendor Market Share
  • 2. Singapore Market-Vendor Market Share by Technology
  • 3. Singapore Market-Vendor Market Share by Technology (continued)
  • 4. Singapore Market-Vendor Market Share by Technology (continued)
  • 5. Singapore Market-Vendor Market Share by Technology (continued)
  • 6. Singapore Market-Competitive Highlights
  • 7. Singapore Market-Competitive Highlights (continued)

26. SOUTH KOREA CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. South Korea Market-Market Engineering Measurements
  • 2. South Korea Market-Revenue Breakdown by Technology
  • 3. South Korea Market Overview-Key Trends
  • 4. South Korea Market Overview-Key Trends (continued)
  • 5. South Korea Market-Revenue Forecast
  • 6. South Korea Market-Revenue Forecast Discussion
  • 7. South Korea Market Highlights by Application
  • 8. South Korea Market Highlights by Technology Discussion
  • 9. South Korea Market Highlights by Horizontal and Vertical
  • 10. South Korea Market Highlights by Horizontal and Vertical (continued)

27. MARKET SHARE AND COMPETITIVE ANALYSIS- SOUTH KOREA

  • 1. South Korea Market-Vendor Market Share
  • 2. South Korea Market-Vendor Market Share by Technology
  • 3. South Korea Market-Vendor Market Share by Technology (continued)
  • 4. South Korea Market-Vendor Market Share by Technology (continued)
  • 5. South Korea Market-Vendor Market Share by Technology (continued)
  • 6. South Korea Market-Competitive Highlights
  • 7. South Korea Market-Competitive Highlights (continued)
  • 8. South Korea Market-Competitive Highlights (continued)

28. TAIWAN CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. Taiwan Market-Market Engineering Measurements
  • 2. Taiwan Market-Revenue Breakdown by Technology
  • 3. Taiwan Market Overview-Key Trends
  • 4. Taiwan Market-Revenue Forecast
  • 5. Taiwan Market-Revenue Forecast Discussion
  • 6. Taiwan Market Highlights by Application
  • 7. Taiwan Market Highlights by Technology Discussion
  • 8. Taiwan Market Highlights by Horizontal and Vertical
  • 9. Taiwan Market Highlights by Horizontal and Vertical (continued)

29. MARKET SHARE AND COMPETITIVE ANALYSIS- TAIWAN

  • 1. Taiwan Market-Vendor Market Share
  • 2. Taiwan Market-Vendor Market Share by Technology
  • 3. Taiwan Market-Vendor Market Share by Technology (continued)
  • 4. Taiwan Market-Vendor Market Share by Technology (continued)
  • 5. Taiwan Market-Vendor Market Share by Technology (continued)
  • 6. Taiwan Market-Competitive Highlights
  • 7. Taiwan Market-Competitive Highlights (continued)
  • 8. Taiwan Market-Competitive Highlights (continued)

30. THAILAND CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. Thailand Market-Market Engineering Measurements
  • 2. Thailand Market-Revenue Breakdown by Technology
  • 3. Thailand Market Overview-Key Trends
  • 4. Thailand Market Overview-Key Trends (continued)
  • 5. Thailand Market-Revenue Forecast
  • 6. Thailand Market-Revenue Forecast Discussion
  • 7. Thailand Market Highlights by Application
  • 8. Thailand Market Highlights by Technology Discussion
  • 9. Thailand Market Highlights by Horizontal and Vertical
  • 10. Thailand Market Highlights by Horizontal and Vertical (continued)

31. MARKET SHARE AND COMPETITIVE ANALYSIS- THAILAND

  • 1. Thailand Market-Vendor Market Share
  • 2. Thailand Market-Vendor Market Share by Technology
  • 3. Thailand Market-Vendor Market Share by Technology (continued)
  • 4. Thailand Market-Vendor Market Share by Technology (continued)
  • 5. Thailand Market-Vendor Market Share by Technology (continued)
  • 6. Thailand Market-Competitive Highlights
  • 7. Thailand Market-Competitive Highlights (continued)

32. VIETNAM CONTACT CENTER APPLICATIONS MARKET, 2013

  • 1. Vietnam Market-Market Engineering Measurements
  • 2. Vietnam Market-Revenue Breakdown by Technology
  • 3. Vietnam Market Overview-Key Trends
  • 4. Vietnam Market Overview-Key Trends (continued)
  • 5. Vietnam Market-Revenue Forecast
  • 6. Vietnam Market-Revenue Forecast Discussion
  • 7. Vietnam Market Highlights by Application
  • 8. Vietnam Market Highlights by Technology Discussion
  • 9. Vietnam Market Highlights by Horizontal and Vertical
  • 10. Vietnam Market Highlights by Horizontal and Vertical (continued)

33. MARKET SHARE AND COMPETITIVE ANALYSIS- VIETNAM

  • 1. Vietnam Market-Vendor Market Share
  • 2. Vietnam Market-Vendor Market Share by Technology
  • 3. Vietnam Market-Vendor Market Share by Technology (continued)
  • 4. Vietnam Market-Vendor Market Share by Technology (continued)
  • 5. Vietnam Market-Vendor Market Share by Technology (continued)
  • 6. Vietnam Market-Competitive Highlights

34. THE LAST WORD

  • 1. The Last Word-Three Big Predictions
  • 2. Legal Disclaimer

35. APPENDIX

  • 1. Appendix-Other Participants in Asia-Pacific
  • 2. Appendix-Other Participants in Asia-Pacific (continued)
  • 3. Appendix-Other Participants in Australia
  • 4. Appendix-Other Participants in China
  • 5. Appendix-Other Participants in Hong Kong
  • 6. Appendix-Other Participants in India
  • 7. Appendix-Other Participants in Indonesia
  • 8. Appendix-Other Participants in Japan
  • 9. Appendix-Other Participants in Malaysia
  • 10. Appendix-Other Participants in New Zealand
  • 11. Appendix-Other Participants in Philippines
  • 12. Appendix-Other Participants in Singapore
  • 13. Appendix-Other Participants in South Korea
  • 14. Appendix-Other Participants in Taiwan
  • 15. Appendix-Other Participants in Thailand
  • 16. Appendix-Other Participants in Vietnam
  • 17. Partial List of Companies Interviewed
  • 18. Methodology
  • 19. Learn More-Next Steps
  • 20. Additional Sources of Information
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