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Robotic Process Automation and Desktop Analytics Product and Market Report (2017-2018)

2017- 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

This Report, DMG Consulting’s first to cover robotic process automation (RPA) and third on desktop analytics (DA), explores these related but distinct IT sectors that are helping companies with their digital transformations. RPA, in particular, is capturing the attention of executives who want to improve productivity and quality.

The time is right for RPA

Robotics process automation is a “hot” technology. It has an almost unlimited number of potential uses and significant and proven benefits for enterprises. Companies in all industries are seeking ways to increase their productivity. By automating even a few activities previously handled by contact center agents or back-office staff, enterprises are realizing significant time and cost savings. Employees have welcomed the introduction of RPA technology because it frees them from performing mundane tasks and allows them to shift their attention to more high-value and interesting activities.

Distinct but complementary applications

The digital transformation throughout enterprises is creating a greater need and broader opportunities for desktop analytics and RPA. Desktop analytics is more necessary than ever for identifying the employee and customer trends and opportunities contained in desktop activities. Organizations also find DA valuable for masking personal or sensitive information in customer transactions. RPA takes it to the next level, enabling organizations to put the DA output to work to improve compliance, performance, accuracy, quality and productivity in desktop activities.

The 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report provides an in-depth analysis of these valuable solutions. The Report reviews the markets, vendors and offerings; discusses market trends and challenges; provides market activity data and projections; and presents pricing, benefits, return on investment (ROI) and implementation best practices. It offers insights into leading and emerging vendors, products, functionality and opportunities. The 6 vendors covered in detail in this Report are: Cicero, NICE, OpenConnect, Pegasystems, UiPath and Verint.

Key Elements of this Report:

  • Definition of RPA, including what it is, what it does, attended and unattended automation methods, how RPA differs from artificial intelligence, and vendor definitions of RPA
  • Definition of DA, and how it differs from screen recording
  • Examination of the uses and differences between RPA and DA
  • Review of the market trends and challenges that are driving investments and interest in RPA and DA
  • Presentation of RPA and DA market innovation, including new functionality that is planned to be delivered in the next 12 – 18 months
  • Discussion of how DA provides visibility into front- and back-office activities and insights into the customer journey
  • RPA and DA market activity and 5-year projections
  • Review and assessment of the RPA and DA competitive landscape
  • Overview of 6 leading and contending RPA and DA vendors, including company snapshots, go-to-market strategies, product offerings and packaged solutions
  • Detailed side-by-side analysis of the functional capabilities of the 6 featured RPA and DA solutions
  • Implementation analysis, including vendor methodology, best practices, training and professional services, maintenance and support
  • Benefits and ROI analysis
  • Comprehensive customer satisfaction survey results that measure and rank vendors across 15 product components and 10 vendor categories
  • Vendor pricing models for on-premise, cloud-based and managed service RPA and DA solutions
  • Detailed company reports for the 6 featured RPA and DA  vendors, analyzing their products, functionality and future product development plans
  • RPA and Desktop Analytics Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Service Delivery Models
    • 4.1 DMG Service Delivery Definitions
    • 4.2 Vendor Service Delivery Options
  5. What is Robotic Process Automation?
    • 5.1 Attended and Unattended Automation
    • 5.2 Why RPA is not the same as Artificial Intelligence
    • 5.3 Vendor Definitions of Robotic Process Automation
  6. What is Desktop Analytics?
    • 6.1 Desktop Analytics vs. Screen Capture
  7. Robotic Process Automation vs. Desktop Analytics
  8. High-Level Functional Summary
  9. High-Level Technical Summary
    • 9.1 Administration/Design and Development Environment
    • 9.2 Integration
    • 9.3 Security and Compliance
    • 9.4 Mobility
  10. Robotic Process Automation and Desktop Analytics Trends and Challenges
    • 10.1 RPA and Desktop Analytics Trends
    • 10.2 RPA and Desktop Analytics Challenges
  11. Robotic Process Automation and Desktop Analytics Market Innovation
    • 11.1 New Product Features
    • 11.2 Emerging Capabilities
  12. Desktop Analytics Provides Visibility and Insights to Improve the Customer Experience
    • 12.1 Back-Office Departments Are Essential to the Customer Experience
    • 12.2 Best Practices for Breaking Down Front-and Back-Office Silos
    • 12.3 Vendor Top 10 Uses of Desktop Analytics Solutions in the Contact Center, Back Office and Enterprise
  13. Detailed Functional Analysis
    • 13.1 Robotic Process Automation
    • 13.2 Workflow
    • 13.3 Real-Time Employee Guidance/Next-Best-Action
    • 13.4 Process Automation
    • 13.5 Activity Tracking
    • 13.6 System Performance Analytics
    • 13.7 Dashboards, Reporting and Analytics
  14. RPA and Desktop Analytics Market Activity
  15. RPA and Desktop Analytics Market Projections
  16. Robotic Process Automation and Desktop Analytics Competitive Landscape
    • 16.1 Vendor Executive Summaries
  17. Robotic Process Automation and Desktop Analytics Vendors and Solutions
    • 17.1 Company Snapshot
    • 17.2. RPA and Desktop Analytics Go-To-Market Strategy
    • 17.3 Market Segments Supported
    • 17.4 Vendor RPA and Desktop Analytics Products
    • 17.5 Packaged Solutions
  18. Implementation Analysis
    • 18.1 Implementation Process
    • 18.2 Implementation Best Practices
    • 18.3 Training and Professional Services
    • 18.4 Maintenance and Support
  19. Benefits and Return on Investment
  20. Vendor Customer Satisfaction Survey
    • 20.1 Survey Methodology
    • 20.2 Survey Findings and Analysis
    • 20.3 Detailed Survey Findings and Analysis
    • 20.4 Customer Insights
  21. Pricing
    • 21.1 Premise-Based
    • 21.2 Cloud-Based
    • 21.3 Managed Service
  22. Company Reports
    • 22.1 Cicero, Inc.
    • 22.2 NICE
    • 22.3 OpenConnect Systems Incorporated
    • 22.4 Pegasystems, Inc.
    • 22.5 UiPath
    • 22.6 Verint Systems

Appendix: Robotic Process Automation and Desktop Analytics Vendor Directory

  • Figure 1: Service Delivery Models, Advantages and Disadvantages
  • Figure 2: DMG’s Service Delivery Model Definitions
  • Figure 3: Robotic Process Automation and Desktop Analytics Vendor Service Delivery Options
  • Figure 4: Robotic Process Automation (RPA)
  • Figure 5: Vendor Definitions of Robotic Process Automation
  • Figure 6: Desktop Analytics Defined
  • Figure 7: Screen Capture vs. Desktop Analytics
  • Figure 8: High-Level Comparison of RPA and Desktop Analytics
  • Figure 9: High-Level Functional Summary
  • Figure 10: High-Level Technical Summary
  • Figure 11: Administration/Design and Development Environment
  • Figure 12: Integration Capabilities
  • Figure 13: Security/Compliance
  • Figure 14: Mobility
  • Figure 15: RPA and Desktop Analytics Trends for 2017 – 2018
  • Figure 16: RPA and Desktop Analytics Challenges for 2017 – 2018
  • Figure 17: New Product Features
  • Figure 18: New Product Features, by Category
  • Figure 19: Future Application Enhancements, by Category
  • Figure 20: Top Uses of Desktop Analytics
  • Figure 21: Top 10 Uses and Benefits of Desktop Analytics
  • Figure 22: Robotic Process Automation
  • Figure 23: Workflow
  • Figure 24: Real-Time Employee Guidance/Next-Best Action
  • Figure 25: Process Automation
  • Figure 26: Activity Tracking
  • Figure 27: System Performance
  • Figure 28: Dashboards, Reporting and Analytics
  • Figure 29: RPA Customer Growth Projections, 2017 – 2021
  • Figure 30: Installed RPA Growth Projections, 2017 – 2021
  • Figure 31: Robotic Process Automation and Desktop Analytics Vendor Competitive Landscape
  • Figure 32: Company Information as of April 2017
  • Figure 33: RPA and Desktop Analytics Go-To-Market Strategy
  • Figure 34: Supported Market Segments
  • Figure 35: Product Information
  • Figure 36: Packaged Solutions
  • Figure 37: Implementation Process
  • Figure 38: Implementation Best Practices
  • Figure 39: Training and Professional Services
  • Figure 40: Maintenance and On-Going Support
  • Figure 41: Return on Investment
  • Figure 42: Customer Survey Rating Categories
  • Figure 43: Average Satisfaction Ratings, by Category
  • Figure 44: Current Product Satisfaction Ratings, by Customer
  • Figure 45: Implementation Satisfaction Ratings, by Customer
  • Figure 46: Training Satisfaction Ratings, by Customer
  • Figure 47: Professional Services Satisfaction Ratings, by Customer
  • Figure 48: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 49: Product Innovation Satisfaction Ratings, by Customer
  • Figure 50: Pricing Satisfaction Ratings, by Customer
  • Figure 51: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 52: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 53: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 54: Product Satisfaction Ratings, by Category
  • Figure 55: Robotic Process Automation Satisfaction Ratings, by Customer
  • Figure 56: Workflow Satisfaction Ratings, by Customer
  • Figure 57: Ability to Deliver Real-Time Agent Guidance Satisfaction Ratings, by Customer
  • Figure 58: Ability to Deliver Next-Best-Action Recommendations Satisfaction Ratings, by Customer
  • Figure 59: Process Automation Satisfaction Ratings, by Customer
  • Figure 60: Employee Activity Tracking Satisfaction Ratings, by Customer
  • Figure 61: Ability to Monitor and Report on System Performance Across all Applications Satisfaction Ratings, by Customer
  • Figure 62: Process Analytics Satisfaction Ratings, by Customer
  • Figure 63: Design Environment Satisfaction Ratings, by Customer
  • Figure 64: Ability to Create and Modify Business Rules Satisfaction Ratings, by Customer
  • Figure 65: Ability to Create Forms with Embedded Logic Checks Satisfaction Ratings, by Customer
  • Figure 66: Alerting Satisfaction Ratings, by Customer
  • Figure 67: Ease of System Set-Up and Configuration Satisfaction Ratings, by Customer
  • Figure 68: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 69: Reporting Satisfaction Ratings, by Customer
  • Figure 70: What activities is your RPA or desktop analytics vendor supporting?
  • Figure 71: What were the top 3 – 5 challenges you were looking to solve by purchasing an RPA or desktop analytics solution?
  • Figure 72: What are the top 3 – 5 benefits you have gained from using the RPA or desktop analytics solution?
  • Figure 73: What product enhancements would you like to see?
  • Figure 74: Please provide any additional comments about your experience with the vendor and/or product.
+ Report Includes

Key Elements of this Report:

  • Definition of RPA, including what it is, what it does, attended and unattended automation methods, how RPA differs from artificial intelligence, and vendor definitions of RPA
  • Definition of DA, and how it differs from screen recording
  • Examination of the uses and differences between RPA and DA
  • Review of the market trends and challenges that are driving investments and interest in RPA and DA
  • Presentation of RPA and DA market innovation, including new functionality that is planned to be delivered in the next 12 – 18 months
  • Discussion of how DA provides visibility into front- and back-office activities and insights into the customer journey
  • RPA and DA market activity and 5-year projections
  • Review and assessment of the RPA and DA competitive landscape
  • Overview of 6 leading and contending RPA and DA vendors, including company snapshots, go-to-market strategies, product offerings and packaged solutions
  • Detailed side-by-side analysis of the functional capabilities of the 6 featured RPA and DA solutions
  • Implementation analysis, including vendor methodology, best practices, training and professional services, maintenance and support
  • Benefits and ROI analysis
  • Comprehensive customer satisfaction survey results that measure and rank vendors across 15 product components and 10 vendor categories
  • Vendor pricing models for on-premise, cloud-based and managed service RPA and DA solutions
  • Detailed company reports for the 6 featured RPA and DA  vendors, analyzing their products, functionality and future product development plans
  • RPA and Desktop Analytics Vendor Directory
+ Table of Contents
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Service Delivery Models
    • 4.1 DMG Service Delivery Definitions
    • 4.2 Vendor Service Delivery Options
  5. What is Robotic Process Automation?
    • 5.1 Attended and Unattended Automation
    • 5.2 Why RPA is not the same as Artificial Intelligence
    • 5.3 Vendor Definitions of Robotic Process Automation
  6. What is Desktop Analytics?
    • 6.1 Desktop Analytics vs. Screen Capture
  7. Robotic Process Automation vs. Desktop Analytics
  8. High-Level Functional Summary
  9. High-Level Technical Summary
    • 9.1 Administration/Design and Development Environment
    • 9.2 Integration
    • 9.3 Security and Compliance
    • 9.4 Mobility
  10. Robotic Process Automation and Desktop Analytics Trends and Challenges
    • 10.1 RPA and Desktop Analytics Trends
    • 10.2 RPA and Desktop Analytics Challenges
  11. Robotic Process Automation and Desktop Analytics Market Innovation
    • 11.1 New Product Features
    • 11.2 Emerging Capabilities
  12. Desktop Analytics Provides Visibility and Insights to Improve the Customer Experience
    • 12.1 Back-Office Departments Are Essential to the Customer Experience
    • 12.2 Best Practices for Breaking Down Front-and Back-Office Silos
    • 12.3 Vendor Top 10 Uses of Desktop Analytics Solutions in the Contact Center, Back Office and Enterprise
  13. Detailed Functional Analysis
    • 13.1 Robotic Process Automation
    • 13.2 Workflow
    • 13.3 Real-Time Employee Guidance/Next-Best-Action
    • 13.4 Process Automation
    • 13.5 Activity Tracking
    • 13.6 System Performance Analytics
    • 13.7 Dashboards, Reporting and Analytics
  14. RPA and Desktop Analytics Market Activity
  15. RPA and Desktop Analytics Market Projections
  16. Robotic Process Automation and Desktop Analytics Competitive Landscape
    • 16.1 Vendor Executive Summaries
  17. Robotic Process Automation and Desktop Analytics Vendors and Solutions
    • 17.1 Company Snapshot
    • 17.2. RPA and Desktop Analytics Go-To-Market Strategy
    • 17.3 Market Segments Supported
    • 17.4 Vendor RPA and Desktop Analytics Products
    • 17.5 Packaged Solutions
  18. Implementation Analysis
    • 18.1 Implementation Process
    • 18.2 Implementation Best Practices
    • 18.3 Training and Professional Services
    • 18.4 Maintenance and Support
  19. Benefits and Return on Investment
  20. Vendor Customer Satisfaction Survey
    • 20.1 Survey Methodology
    • 20.2 Survey Findings and Analysis
    • 20.3 Detailed Survey Findings and Analysis
    • 20.4 Customer Insights
  21. Pricing
    • 21.1 Premise-Based
    • 21.2 Cloud-Based
    • 21.3 Managed Service
  22. Company Reports
    • 22.1 Cicero, Inc.
    • 22.2 NICE
    • 22.3 OpenConnect Systems Incorporated
    • 22.4 Pegasystems, Inc.
    • 22.5 UiPath
    • 22.6 Verint Systems

Appendix: Robotic Process Automation and Desktop Analytics Vendor Directory

  • Figure 1: Service Delivery Models, Advantages and Disadvantages
  • Figure 2: DMG’s Service Delivery Model Definitions
  • Figure 3: Robotic Process Automation and Desktop Analytics Vendor Service Delivery Options
  • Figure 4: Robotic Process Automation (RPA)
  • Figure 5: Vendor Definitions of Robotic Process Automation
  • Figure 6: Desktop Analytics Defined
  • Figure 7: Screen Capture vs. Desktop Analytics
  • Figure 8: High-Level Comparison of RPA and Desktop Analytics
  • Figure 9: High-Level Functional Summary
  • Figure 10: High-Level Technical Summary
  • Figure 11: Administration/Design and Development Environment
  • Figure 12: Integration Capabilities
  • Figure 13: Security/Compliance
  • Figure 14: Mobility
  • Figure 15: RPA and Desktop Analytics Trends for 2017 – 2018
  • Figure 16: RPA and Desktop Analytics Challenges for 2017 – 2018
  • Figure 17: New Product Features
  • Figure 18: New Product Features, by Category
  • Figure 19: Future Application Enhancements, by Category
  • Figure 20: Top Uses of Desktop Analytics
  • Figure 21: Top 10 Uses and Benefits of Desktop Analytics
  • Figure 22: Robotic Process Automation
  • Figure 23: Workflow
  • Figure 24: Real-Time Employee Guidance/Next-Best Action
  • Figure 25: Process Automation
  • Figure 26: Activity Tracking
  • Figure 27: System Performance
  • Figure 28: Dashboards, Reporting and Analytics
  • Figure 29: RPA Customer Growth Projections, 2017 – 2021
  • Figure 30: Installed RPA Growth Projections, 2017 – 2021
  • Figure 31: Robotic Process Automation and Desktop Analytics Vendor Competitive Landscape
  • Figure 32: Company Information as of April 2017
  • Figure 33: RPA and Desktop Analytics Go-To-Market Strategy
  • Figure 34: Supported Market Segments
  • Figure 35: Product Information
  • Figure 36: Packaged Solutions
  • Figure 37: Implementation Process
  • Figure 38: Implementation Best Practices
  • Figure 39: Training and Professional Services
  • Figure 40: Maintenance and On-Going Support
  • Figure 41: Return on Investment
  • Figure 42: Customer Survey Rating Categories
  • Figure 43: Average Satisfaction Ratings, by Category
  • Figure 44: Current Product Satisfaction Ratings, by Customer
  • Figure 45: Implementation Satisfaction Ratings, by Customer
  • Figure 46: Training Satisfaction Ratings, by Customer
  • Figure 47: Professional Services Satisfaction Ratings, by Customer
  • Figure 48: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 49: Product Innovation Satisfaction Ratings, by Customer
  • Figure 50: Pricing Satisfaction Ratings, by Customer
  • Figure 51: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 52: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 53: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 54: Product Satisfaction Ratings, by Category
  • Figure 55: Robotic Process Automation Satisfaction Ratings, by Customer
  • Figure 56: Workflow Satisfaction Ratings, by Customer
  • Figure 57: Ability to Deliver Real-Time Agent Guidance Satisfaction Ratings, by Customer
  • Figure 58: Ability to Deliver Next-Best-Action Recommendations Satisfaction Ratings, by Customer
  • Figure 59: Process Automation Satisfaction Ratings, by Customer
  • Figure 60: Employee Activity Tracking Satisfaction Ratings, by Customer
  • Figure 61: Ability to Monitor and Report on System Performance Across all Applications Satisfaction Ratings, by Customer
  • Figure 62: Process Analytics Satisfaction Ratings, by Customer
  • Figure 63: Design Environment Satisfaction Ratings, by Customer
  • Figure 64: Ability to Create and Modify Business Rules Satisfaction Ratings, by Customer
  • Figure 65: Ability to Create Forms with Embedded Logic Checks Satisfaction Ratings, by Customer
  • Figure 66: Alerting Satisfaction Ratings, by Customer
  • Figure 67: Ease of System Set-Up and Configuration Satisfaction Ratings, by Customer
  • Figure 68: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 69: Reporting Satisfaction Ratings, by Customer
  • Figure 70: What activities is your RPA or desktop analytics vendor supporting?
  • Figure 71: What were the top 3 – 5 challenges you were looking to solve by purchasing an RPA or desktop analytics solution?
  • Figure 72: What are the top 3 – 5 benefits you have gained from using the RPA or desktop analytics solution?
  • Figure 73: What product enhancements would you like to see?
  • Figure 74: Please provide any additional comments about your experience with the vendor and/or product.
    • This field is for validation purposes and should be left unchanged.