We only have a handful and we're a survey software publishing house, but we have MOTS applications, I guess, because our few core programmers use COTS to craft unique pre-programmed fixed but interactive applications. Most of our staff are researchers, so our ratios would never be normative for any conventional enterprise, much less a consultancy, which we ain't. The products are typically point applications filled with customizable functionalities that are either intuitive or easily mastered with built-in free unlimited training and every support options imaginable: online, telephone, internet or interactive Help topics, tutorials, slide shows, occasional in-person demos, fully displayed printable methodologies, webinars, PDF manuals for those who want to kill a tree, and the free online courses demonstratiing most all practical tradecraft options (with credit hours available if one wants to take the final exam until you pass and pay a few bucks for the hard-copy certificate). Bet I've even forgotten some of the free support options. When you have standardized professional-level multi-media supports built in like that, you really don't need many Call Center folks to point to the obvious answer sections staring people in the face.
Just to be mean, I'm not going to define MOTS or COTS or POTS.
You should add them to our expert-cue list on Eagles.