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DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report


A new standard of intelligent automation that benefits the front and back office

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

What: Releases 2021-2022 Robotic Process Automation Product and Market Report

When: Today, 30 June 2021

Where: Available at the DMG Consulting online store


DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released its 2021-2022 Robotic Process Automation Product and Market Report. DMG Consulting’s fourth report on robotic process automation (RPA) focuses on contact center and service-related uses of attended and unattended RPA. It also reviews and analyzes related enterprise uses of these solutions.

Robotic process automation is one of many intelligent automation solutions that is helping contact centers become more agile and responsive to the customer experience and employee needs.  RPA eliminates repetitive and basic tasks, increasing the speed and accuracy of handling transactions; this is a win-win for organizations that want to realize cost savings in front- and back-office departments while improving service quality and the customer experience (CX). At the same time, RPA elevates the agent’s role by taking over rote tasks and creating more challenging and rewarding opportunities with new and upgraded job responsibilities. 

The benefits from automation initiatives are large for organizations that are willing and able to break down long-standing organizational and political boundaries.  “Business and digital transformation is as much about re-thinking all processes and procedures as it is about updating systems,” said Donna Fluss, President of DMG Consulting. “As a first step in their automation initiatives, companies should re-imagine, restructure and simplify all customer journey process flows to reduce the number of departments that touch or handle each type of inquiry.” To do this right, companies should establish a center of excellence (CoE) to enable the many operating departments that will benefit from automation technology to work together to identify their needs and select the right systems to help with this essential step in their business and digital transformation.

Over the past few years, leading RPA applications have transformed from primarily handling rules-based non-cognitive tasks to identifying and automating opportunities that their human counterparts did not even consider. And, due to the processing power of the cloud, RPA vendors can continue to add more artificial intelligence (AI) as the technologies evolve and use cases present themselves. The RPA market as a whole is growing rapidly, accelerated by the need for intelligent automation in organizations around the world.  In addition to being very broad, the total addressable market (TAM) globally is financially huge – a multi-billion-dollar opportunity. DMG expects RPA revenue in the contact center and customer service sector to increase by 90% in 2021, 85% in 2022, 2023 and 2024, and 80% in 2025. The success of the RPA market is dependent upon many drivers, including the digital transformation and adoption of AI-based solutions. 

The 2021 – 2022 Robotic Process Automation Product and Market Report provides an in-depth and timely analysis of the RPA market, competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation. This Report features 5 vendors who offer solutions that address service, contact center, back-office and other enterprise uses: Jacada, NICE, OnviSource, UiPath and Verint. To learn more about the 2021- 2022 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 advises enterprises, vendors and the financial community on all aspects of building, acquiring, operating, optimizing and investing in contact centers, to enhance their enabling technologies and the customer experience (CX). A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments. It publishes annual in-depth reports on contact center and back-office industry sectors, including cloud-based contact center infrastructure (contact center as a service, CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce management (WFM), workforce optimization (WFO) and more. These reports provide the accurate market share, trend identification, growth predictions, functional capabilities and pricing information DMG’s global clients rely on to make critical business decisions. Learn more at

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