Cisco has a strong global presence with its direct sales force and partner ecosystem in the Americas; Asia Pacific, Japan, and China (APJC); and Europe, Middle East and Africa (EMEA). The company caters to large enterprises and SMEs spread across various industries, such as BFSI, automotive, manufacturing, transportation, materials and mining, energy, utilities, healthcare, life sciences, retail, consumer goods, hospitality, sports, entertainment, government, and education. With a stable financial condition, Cisco invests a significant share of its revenue in R&D development activities. In the contact center analytics market, Cisco, in December 2014, introduced its analytics offering – Cisco CACC for customers with varied requirements. In addition, Cisco’s R&D expenditure, which was around USD 6.30 billion in 2016, is utilized to launch new products and boost its existing product portfolio, including the analytics segment, to maintain its competitiveness in the market. With a large direct sales force and strong partner ecosystem spread across various regions, Cisco is able to cater to a global clientele and their differentiated requirements. A substantial portion of its products and services is sold through channel partners, such as systems integrators, service providers, other resellers, and distributors; and the remaining is sold through direct sales.