A Customer needs analysis in the UCaaS business through the text mining approach

Abstract

Digital transformation has been the most popular topic in the industry, and while everyone is looking for ways to pursue transformation, COVID-19 is accelerating changes. Changes in the way we work may be the most affected area since the COVID-19 outbreak. As cloud and unified communication technologies have lowered workplace barriers and improved employee collaboration and productivity, employees want an environment where they can access content and connect with colleagues anytime, anywhere. In this paper, I would like to extract and analyze keywords through text mining analysis on how the UCaaS business, which was created based on the two pillars of digital transformation: cloud and platform, will be developed and what the customers’ needs are. In particular, at a time when interest in non-contact business is growing due to the COVID-19 pandemic, an analysis of the unified communication that supports video conferencing and remote collaboration is timely. It also makes sense to analyze market requirements through quantitative analysis rather than qualitative analysis through text mining to derive major issues in the UCaaS industry.