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DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report


Extraordinary demand brings new opportunities for human capital in the age of AI

Who:      DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What:    Releases 2019 Robotic Process Automation Product and Market Report

When:    Today, 3 October 2019

Where:   Available at the DMG Consulting online store


DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Robotic Process Automation Product and Market Report. DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology.

RPA is proliferating throughout enterprises, helping to improve productivity, reduce costs, mitigate risk, improve operational efficiency, oversee internal processes, and improve regulatory compliance. These automated tools can also help to reduce systems and IT development costs and extend the life of applications throughout the enterprise. Organizations are using RPA in a hybrid staffing mode, where the technology works “side by side” or as a virtual “assistant” to humans by looking up information in a knowledge base, auto-completing forms with data obtained from internal or external sources, and much more. It can also fully automate processes that do not require human cognitive capabilities, freeing workers to perform more interesting and rewarding tasks. These automated capabilities are changing the responsibilities of employees and the dynamics of contact centers and back-office functions, for the better.

“RPA automation is here to stay, and human employees feel threatened by the rapid emergence of the automated workforce,” said Donna Fluss, President of DMG Consulting. “Companies are encouraged to build Centers of Excellence (CoEs) and training programs to improve and extend the usefulness of their organizations’ human capital in this age of artificial intelligence.”

RPA vendors are facing extraordinary demand for their products and support services. The RPA market is experiencing “hockey-stick” growth, expanding by over 100% during the past year. Use cases for RPA are growing in both front- and back-office operations, and organizations are beginning to appreciate the benefits of a collaborative, hybrid human/automated workforce. At the same time, vendors are investing in their RPA solutions, increasing the use of AI technologies, especially machine learning, predictive analytics, innovative optical character recognition (OCR), and advanced computer vision capabilities. DMG expects RPA revenue to increase by at least 125% in 2020 and 2021, and 100% in each of the three years 2022, 2023 and 2024.

The 2019 – 2020 Robotic Process Automation Product and Market Report provides  a detailed and insightful analysis of the overall RPA market, competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation. The Report features 4 vendors who offer solutions that address service, contact center, back-office and other enterprise uses: Jacada, NICE, UiPath and Verint. OnviSource is covered at a high level.

To learn more about the 2019- 2020 Robotic Process Automation Product and Market Report, read the abstract, which includes the table of contents, or email Deborah Navarra at or 516-628-1098. To order your copy of the Report, visit

About DMG Consulting LLC

DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: workforce optimization (qality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, performance management, gamification, voice biometrics, cloud-based contact center infrastructure, dialing, interactive voice response systems, intelligent virtual agents, and proactive customer care. For more information, visit

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