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2018 Robotic Process Automation Product and Market Report

2018 Robotic Process Automation
Product and Market Report

There is great opportunity for vendors and end-user companies to find creative applications for a new generation of automation that is driving productivity improvements and innovation, and, is going to get smarter with each passing year.

Unlimited potential, quantifiable results

Robotic process automation (RPA) is bringing great value to the market, driving productivity improvements and innovation. RPA excels in automating routine, repetitive tasks in an organization, and today’s bots can handle a growing number of front- and back-office and shared business activities services. As RPA technology gets better and incorporates assisted and unassisted machine learning, its capabilities will expand. With each passing year, robots will have the “intelligence” to do more and will take on additional responsibilities. As a result, the opportunity and addressable market for RPAs will continue to grow.

Automation and artificial intelligence (AI) are changing how companies operate, allowing them to re-imagine and re-invest in all aspects of their business. Despite fears that bots are replacing humans in the workplace, their arrival is actually creating a need for skilled workers who can provide RPA oversight functionality, reporting, and analytics, among other functions. RPA is also freeing up agents to attend to more complex and sensitive tasks, rather than low-level, routine activities. Companies will need to rethink and redefine the role of “agent”; transaction handling will be personalized and intelligently routed to a highly sophisticated agent who will be able to use servicing solutions to achieve optimal outcomes for the customer and the organization.

Timely reporting, comprehensive coverage and insightful analysis  

The 2018 Robotic Process Automation Product and Market Report provides in-depth coverage of this growing sector. It analyzes vendors, products, functional capabilities, pricing strategies, and more. It presents information about how these solutions are being used, their benefits, customer satisfaction, and best practices to help companies realize the greatest return from their investments. It provides a timely and thorough analysis of the overall market, and 5-year market projections.  The 6 leading and contending vendors covered in detail in this Report are: Automation Anywhere, Contextor, NICE, Pegasystems, UiPath and Verint Systems. Redwood Software is covered at a higher level.

Report includes:

  • Service deployment options for RPA solutions
  • Definition of RPA, including attended and unattended automation methods and how RPA differs from intelligent virtual agents (IVAs)
  • Discussion of market trends and challenges that are driving investments and influencing the direction of vendor research and development (R&D)
  • Description of RPA market innovation, including new product features and what is planned to be delivered in the next 12 – 18 months
  • Analysis of the importance of RPA in transforming the enterprise and improving the omni-channel customer experience in the digital age
  • A look at front- and back- office applications for RPA, including the top 10 ways these solutions are being used by enterprise employees and customers
  • Insightful analysis of how RPA is transforming the workforce, including its contribution to development of the “new-age” agent, the impact on outsourcing, and contact center evolution
  • Review and analysis of the RPA competitive landscape
  • RPA vendor market activity and 5-year projections
  • Overview of the 6 featured RPA vendors, including company snapshots, go-to-market strategies, product offerings and packaged/verticalized applications
  • Detailed side-by-side analysis of the functional and technical capabilities of the 6 featured RPA solutions
  • Implementation analysis, including vendor methodology, best practices, training and professional services, and maintenance and support
  • RPA benefits and return on investment (ROI) analysis
  • Review of RPA pricing strategies
  • Comprehensive customer satisfaction survey results that measure and rank vendors across 17 product components, 10 effectiveness categories and 11 vendor categories
  • Detailed company reports for the 7 featured RPA vendors, analyzing their products, functionality and future product development plans
  • RPA Glossary
  • RPA Vendor Directory
  1. Executive Summary
  2. Introduction: The Bot Story
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Service Delivery Models
  5. RPA Defined
    • 5.1 DMG Definition of RPA
    • 5.2 Vendor Definitions
    • 5.3 RPA Building Blocks
    • 5.4 Attended vs. Unattended Automation
    • 5.5 RPA vs. IVA
  6. RPA Trends and Challenges
    • 6.1 2018 RPA Trends
    • 6.2 2018 RPA Challenges
  7. RPA Market Innovation
    • 7.1 New Product Features
    • 7.2 Emerging Capabilities
  8. Digital Transformation of the Enterprise
  9. Enterprise Front- and Back-Office Uses of RPA
  10. How RPA is Transforming the Workforce and Workplace
  11. RPA Competitive Landscape
  12. RPA Market Activity
  13. RPA Market Projections
  14. RPA Vendors and Solutions
    • 14.1 Company Snapshots
    • 14.2 Go-to-Market-Strategy
    • 14.3 Vendor Offerings and Products
    • 14.4 Packaged/Verticalized Solutions
  15. RPA High-Level Technical Summary
    • 15.1 Technical Components of RPAs
    • 15.2 Integration
    • 15.3 Accuracy and Tuning
  16. RPA High-Level Functional Summary
    • 16.1 Administration/Design and Development Environment
    • 16.2 Security
    • 16.3 Dashboards, Reporting and Analytics
  17. RPA Implementation Analysis
    • 17.1 Implementation Process
    • 17.2 Implementation Best Practices
    • 17.3 Resources
    • 17.4 Training and Professional Services
    • 17.5 Maintenance and Support
  18. RPA Benefits and Return on Investment
  19. RPA Pricing Structure
  20. RPA Customer Satisfaction Survey
    • 20.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 20.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 20.2 Summary of Survey Findings and Analysis: Product Categories
      • 20.2.1 Product Satisfaction by Sub-Category and Customer
    • 20.3 Summary of Survey Findings and Analysis: Product Effectiveness
      • 20.3.1 Product Effectiveness by Sub-Category and Customer
    • 20.4 Customer Background and Insights
      • 20.4.1 Top RPA Use Cases
      • 20.4.2 Business Units Using RPA
      • 20.4.3 RPA Channel Support
      • 20.4.4 Top Challenges to Solve with an RPA
      • 20.4.5 Strengths of RPA Solutions
      • 20.4.6 Product Enhancements
      • 20.4.7 Product Recommendation
      • 20.4.8 Additional Comments
  21. Company Reports
    • 21.1 Automation Anywhere
    • 21.2 Contextor
    • 21.3 NICE
    • 21.4 Pegasystems, Inc.
    • 21.5 Redwood Software
    • 21.6 UiPath
    • 21.7 Verint Systems

Appendix A: RPA Glossary of Terms
Appendix B: RPA Vendor Directory

Table of Figures

  • Figure 1: DMG’s Service Delivery Model Definitions
  • Figure 2: Vendor RPA Definitions
  • Figure 3: RPA Building Blocks
  • Figure 4: Attended and Unattended RPA/Bots
  • Figure 5: RPA vs. IVA
  • Figure 6: Product Overview
  • Figure 7: 2018 RPA Trends
  • Figure 8: 2018 RPA Challenges
  • Figure 9: New Product Features, by Vendor
  • Figure 10: New Product Features, by Category
  • Figure 11: Future Application Enhancements, by Category
  • Figure 12: Digital Transformation
  • Figure 13: Top Contact Center Digital Transformation Initiatives
  • Figure 14: RPA Omni-Channel Capabilities
  • Figure 15: Front-Office and Back-Office Applications
  • Figure 16: Contact Center Evolution
  • Figure 17: AI Capabilities
  • Figure 18: Robotic Process Automation Vendor Competitive Landscape
  • Figure 19: RPA Market Activity, as of April 30, 2018
  • Figure 20: RPA Market Share, by Customers, as of April 30, 2018
  • Figure 21: RPA Market Share, by Automations, as of April 30, 2018
  • Figure 22: Robotic Process Automation Units Growth Projections, 2018 – 2022
  • Figure 23: Company Information as of April 2018
  • Figure 24: RPA Go-To-Market Strategy
  • Figure 25: Product Information
  • Figure 26: Packaged/Verticalized Applications
  • Figure 27: High-Level Technical Summary
  • Figure 28: Technical Components Summary
  • Figure 29: Integration
  • Figure 30: Accuracy and Tuning
  • Figure 31: High-Level Functional Summary
  • Figure 32: Administration/Design and Development Environment
  • Figure 33: Security
  • Figure 34: Dashboards, Reporting and Analytics
  • Figure 35: Implementation Process
  • Figure 36: Top 10 RPA Implementation Best Practices
  • Figure 37: Internal Resources Required to Maintain an RPA
  • Figure 38: Training and Professional Services
  • Figure 39: Maintenance and Support
  • Figure 40: Benefits and Return on Investment (ROI)
  • Figure 41: Pricing Structure
  • Figure 42: Customer Survey Rating Categories
  • Figure 43: Average Satisfaction Ratings, by Category
  • Figure 44: Company Satisfaction Ratings, by Customer
  • Figure 45: Product Satisfaction Ratings, by Customer
  • Figure 46: Implementation Satisfaction Ratings, by Customer
  • Figure 47: Training Satisfaction Ratings, by Customer
  • Figure 48: Professional Services Satisfaction Ratings, by Customer
  • Figure 49: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 50: Product Innovation Satisfaction Ratings, by Customer
  • Figure 51: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 52: Pricing Satisfaction Ratings, by Customer
  • Figure 53: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 54: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 55: Product Satisfaction Ratings by Category
  • Figure 56: Design Tools Satisfaction Ratings, by Customer
  • Figure 57: Ease of Set-Up/Configuration/Maintenance Satisfaction Ratings, by Customer
  • Figure 58: Ability to Centrally Manage and Deploy “Robots” Satisfaction Ratings, by Customer
  • Figure 59: Ability to Report and Handle Exceptions Satisfaction Ratings, by Customer
  • Figure 60: Artificial Intelligence (AI) Capabilities Satisfaction Ratings, by Customer
  • Figure 61: Machine-Learning Capabilities Satisfaction Ratings, by Customer
  • Figure 62: Accuracy and Tuning Capabilities Satisfaction Ratings, by Customer
  • Figure 63: Attended Automation Capabilities Satisfaction Ratings, by Customer
  • Figure 64: Unattended Automation Capabilities Satisfaction Ratings, by Customer
  • Figure 65: Reporting and Dashboards Satisfaction Ratings, by Customer
  • Figure 66: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 67: Product Effectiveness Ratings by Category
  • Figure 68: Ability to Increase Productivity and Efficiency Satisfaction Ratings, by Customer
  • Figure 69: Ability to Improve Quality Satisfaction Ratings, by Customer
  • Figure 70: Ability to Support and Optimize Cross-Functional Processes Satisfaction Ratings, by Customer
  • Figure 71: Ability to Improve the Customer Journey Satisfaction Ratings, by Customer
  • Figure 72: Ability to Reduce FTE Requirements Satisfaction Ratings, by Customer
  • Figure 73: Ability to Reduce Operating Costs Satisfaction Ratings, by Customer
  • Figure 74: Ability to Reduce Customer Effort Satisfaction Ratings, by Customer
  • Figure 75: Ability to Reduce Agent/Employee Effort Satisfaction Ratings, by Customer
  • Figure 76: Ability to Reduce Training Time for Front- and Back-Office Staff Satisfaction Ratings, by Customer
  • Figure 77: Ability to Address Regulatory and Compliance Requirements Satisfaction Ratings, by Customer
  • Figure 78: Please list the top 3 ways you are using RPAs
  • Figure 79: What business units are using RPA?
  • Figure 80: In what channels have you deployed RPA?
  • Figure 81: What are the top 3 – 5 challenges you are addressing with your RPA solution
  • Figure 82: What are the top 3 – 5 strengths of your RPA solution
  • Figure 83: What product enhancements would you like to see?
  • Figure 84: Given your experience with this vendor, would you recommend their product
  • Figure 85: Additional comments about your experience with the vendor and/or product
+ Report Includes

Report includes:

  • Service deployment options for RPA solutions
  • Definition of RPA, including attended and unattended automation methods and how RPA differs from intelligent virtual agents (IVAs)
  • Discussion of market trends and challenges that are driving investments and influencing the direction of vendor research and development (R&D)
  • Description of RPA market innovation, including new product features and what is planned to be delivered in the next 12 – 18 months
  • Analysis of the importance of RPA in transforming the enterprise and improving the omni-channel customer experience in the digital age
  • A look at front- and back- office applications for RPA, including the top 10 ways these solutions are being used by enterprise employees and customers
  • Insightful analysis of how RPA is transforming the workforce, including its contribution to development of the “new-age” agent, the impact on outsourcing, and contact center evolution
  • Review and analysis of the RPA competitive landscape
  • RPA vendor market activity and 5-year projections
  • Overview of the 6 featured RPA vendors, including company snapshots, go-to-market strategies, product offerings and packaged/verticalized applications
  • Detailed side-by-side analysis of the functional and technical capabilities of the 6 featured RPA solutions
  • Implementation analysis, including vendor methodology, best practices, training and professional services, and maintenance and support
  • RPA benefits and return on investment (ROI) analysis
  • Review of RPA pricing strategies
  • Comprehensive customer satisfaction survey results that measure and rank vendors across 17 product components, 10 effectiveness categories and 11 vendor categories
  • Detailed company reports for the 7 featured RPA vendors, analyzing their products, functionality and future product development plans
  • RPA Glossary
  • RPA Vendor Directory
+ Table of Contents
  1. Executive Summary
  2. Introduction: The Bot Story
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Service Delivery Models
  5. RPA Defined
    • 5.1 DMG Definition of RPA
    • 5.2 Vendor Definitions
    • 5.3 RPA Building Blocks
    • 5.4 Attended vs. Unattended Automation
    • 5.5 RPA vs. IVA
  6. RPA Trends and Challenges
    • 6.1 2018 RPA Trends
    • 6.2 2018 RPA Challenges
  7. RPA Market Innovation
    • 7.1 New Product Features
    • 7.2 Emerging Capabilities
  8. Digital Transformation of the Enterprise
  9. Enterprise Front- and Back-Office Uses of RPA
  10. How RPA is Transforming the Workforce and Workplace
  11. RPA Competitive Landscape
  12. RPA Market Activity
  13. RPA Market Projections
  14. RPA Vendors and Solutions
    • 14.1 Company Snapshots
    • 14.2 Go-to-Market-Strategy
    • 14.3 Vendor Offerings and Products
    • 14.4 Packaged/Verticalized Solutions
  15. RPA High-Level Technical Summary
    • 15.1 Technical Components of RPAs
    • 15.2 Integration
    • 15.3 Accuracy and Tuning
  16. RPA High-Level Functional Summary
    • 16.1 Administration/Design and Development Environment
    • 16.2 Security
    • 16.3 Dashboards, Reporting and Analytics
  17. RPA Implementation Analysis
    • 17.1 Implementation Process
    • 17.2 Implementation Best Practices
    • 17.3 Resources
    • 17.4 Training and Professional Services
    • 17.5 Maintenance and Support
  18. RPA Benefits and Return on Investment
  19. RPA Pricing Structure
  20. RPA Customer Satisfaction Survey
    • 20.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 20.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 20.2 Summary of Survey Findings and Analysis: Product Categories
      • 20.2.1 Product Satisfaction by Sub-Category and Customer
    • 20.3 Summary of Survey Findings and Analysis: Product Effectiveness
      • 20.3.1 Product Effectiveness by Sub-Category and Customer
    • 20.4 Customer Background and Insights
      • 20.4.1 Top RPA Use Cases
      • 20.4.2 Business Units Using RPA
      • 20.4.3 RPA Channel Support
      • 20.4.4 Top Challenges to Solve with an RPA
      • 20.4.5 Strengths of RPA Solutions
      • 20.4.6 Product Enhancements
      • 20.4.7 Product Recommendation
      • 20.4.8 Additional Comments
  21. Company Reports
    • 21.1 Automation Anywhere
    • 21.2 Contextor
    • 21.3 NICE
    • 21.4 Pegasystems, Inc.
    • 21.5 Redwood Software
    • 21.6 UiPath
    • 21.7 Verint Systems

Appendix A: RPA Glossary of Terms
Appendix B: RPA Vendor Directory

Table of Figures

  • Figure 1: DMG’s Service Delivery Model Definitions
  • Figure 2: Vendor RPA Definitions
  • Figure 3: RPA Building Blocks
  • Figure 4: Attended and Unattended RPA/Bots
  • Figure 5: RPA vs. IVA
  • Figure 6: Product Overview
  • Figure 7: 2018 RPA Trends
  • Figure 8: 2018 RPA Challenges
  • Figure 9: New Product Features, by Vendor
  • Figure 10: New Product Features, by Category
  • Figure 11: Future Application Enhancements, by Category
  • Figure 12: Digital Transformation
  • Figure 13: Top Contact Center Digital Transformation Initiatives
  • Figure 14: RPA Omni-Channel Capabilities
  • Figure 15: Front-Office and Back-Office Applications
  • Figure 16: Contact Center Evolution
  • Figure 17: AI Capabilities
  • Figure 18: Robotic Process Automation Vendor Competitive Landscape
  • Figure 19: RPA Market Activity, as of April 30, 2018
  • Figure 20: RPA Market Share, by Customers, as of April 30, 2018
  • Figure 21: RPA Market Share, by Automations, as of April 30, 2018
  • Figure 22: Robotic Process Automation Units Growth Projections, 2018 – 2022
  • Figure 23: Company Information as of April 2018
  • Figure 24: RPA Go-To-Market Strategy
  • Figure 25: Product Information
  • Figure 26: Packaged/Verticalized Applications
  • Figure 27: High-Level Technical Summary
  • Figure 28: Technical Components Summary
  • Figure 29: Integration
  • Figure 30: Accuracy and Tuning
  • Figure 31: High-Level Functional Summary
  • Figure 32: Administration/Design and Development Environment
  • Figure 33: Security
  • Figure 34: Dashboards, Reporting and Analytics
  • Figure 35: Implementation Process
  • Figure 36: Top 10 RPA Implementation Best Practices
  • Figure 37: Internal Resources Required to Maintain an RPA
  • Figure 38: Training and Professional Services
  • Figure 39: Maintenance and Support
  • Figure 40: Benefits and Return on Investment (ROI)
  • Figure 41: Pricing Structure
  • Figure 42: Customer Survey Rating Categories
  • Figure 43: Average Satisfaction Ratings, by Category
  • Figure 44: Company Satisfaction Ratings, by Customer
  • Figure 45: Product Satisfaction Ratings, by Customer
  • Figure 46: Implementation Satisfaction Ratings, by Customer
  • Figure 47: Training Satisfaction Ratings, by Customer
  • Figure 48: Professional Services Satisfaction Ratings, by Customer
  • Figure 49: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 50: Product Innovation Satisfaction Ratings, by Customer
  • Figure 51: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 52: Pricing Satisfaction Ratings, by Customer
  • Figure 53: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 54: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 55: Product Satisfaction Ratings by Category
  • Figure 56: Design Tools Satisfaction Ratings, by Customer
  • Figure 57: Ease of Set-Up/Configuration/Maintenance Satisfaction Ratings, by Customer
  • Figure 58: Ability to Centrally Manage and Deploy “Robots” Satisfaction Ratings, by Customer
  • Figure 59: Ability to Report and Handle Exceptions Satisfaction Ratings, by Customer
  • Figure 60: Artificial Intelligence (AI) Capabilities Satisfaction Ratings, by Customer
  • Figure 61: Machine-Learning Capabilities Satisfaction Ratings, by Customer
  • Figure 62: Accuracy and Tuning Capabilities Satisfaction Ratings, by Customer
  • Figure 63: Attended Automation Capabilities Satisfaction Ratings, by Customer
  • Figure 64: Unattended Automation Capabilities Satisfaction Ratings, by Customer
  • Figure 65: Reporting and Dashboards Satisfaction Ratings, by Customer
  • Figure 66: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 67: Product Effectiveness Ratings by Category
  • Figure 68: Ability to Increase Productivity and Efficiency Satisfaction Ratings, by Customer
  • Figure 69: Ability to Improve Quality Satisfaction Ratings, by Customer
  • Figure 70: Ability to Support and Optimize Cross-Functional Processes Satisfaction Ratings, by Customer
  • Figure 71: Ability to Improve the Customer Journey Satisfaction Ratings, by Customer
  • Figure 72: Ability to Reduce FTE Requirements Satisfaction Ratings, by Customer
  • Figure 73: Ability to Reduce Operating Costs Satisfaction Ratings, by Customer
  • Figure 74: Ability to Reduce Customer Effort Satisfaction Ratings, by Customer
  • Figure 75: Ability to Reduce Agent/Employee Effort Satisfaction Ratings, by Customer
  • Figure 76: Ability to Reduce Training Time for Front- and Back-Office Staff Satisfaction Ratings, by Customer
  • Figure 77: Ability to Address Regulatory and Compliance Requirements Satisfaction Ratings, by Customer
  • Figure 78: Please list the top 3 ways you are using RPAs
  • Figure 79: What business units are using RPA?
  • Figure 80: In what channels have you deployed RPA?
  • Figure 81: What are the top 3 – 5 challenges you are addressing with your RPA solution
  • Figure 82: What are the top 3 – 5 strengths of your RPA solution
  • Figure 83: What product enhancements would you like to see?
  • Figure 84: Given your experience with this vendor, would you recommend their product
  • Figure 85: Additional comments about your experience with the vendor and/or product
    • This field is for validation purposes and should be left unchanged.