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2021–2022 Robotic Process Automation Product and Market Report

Published June 28, 2021

The benefits from RPA initiatives are large for organizations that are willing and able to break down long-standing organizational and political boundaries. 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.

RPA Improves the Customer and Agent Experience        

Robotic process automation (RPA) is one of many intelligent automation solutions that is helping contact centers improve the customer experience (CX) and be responsive to employee needs. Robotic process automation eliminates agents’ repetitive and basic tasks, increasing the speed and accuracy of handling transactions with automation; 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 CX. At the same time, RPA is elevating the agents’ role by shifting their responsibilities to more challenging and rewarding tasks with new and upgraded career opportunities. Business and digital transformation is as much about re-thinking all processes and procedures as it is about updating systems. As a first step in an automation initiative, 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.

RPA is Getting Smarter    

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. A wide variety of AI tools are being leveraged by these solutions to automate more complex tasks. Due to the processing power of the cloud, RPA vendors can continue to add more AI as the technologies evolve and new use cases present themselves. Leading vendors are already leveraging machine learning in their RPA solutions to self-discover and recommend future automation opportunities. Beyond their value as stand-alone solutions, the benefits and contributions of RPA increase substantially when they are integrated with third-party applications. Integration of RPA with solutions such as interaction analytics, workforce management, and knowledge management can help reduce the manual effort involved in administering these solutions and significantly augment the functionality and contributions of both applications.

Detailed and Insightful Analysis  

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. It is intended to help companies identify and select the right RPA solution to meet their current and future needs by evaluating the vendors and solutions, including their technology.

  • Definition of RPA, including attended and unattended automation methods, how RPA differs from intelligent virtual agents (IVAs), functional building blocks that comprise RPA solutions and high-level technical components overview
  • Market trends and challenges that are driving interest, investments and innovation in this sector
  • Vendor innovation, feature and functionality enhancements recently released and near-term updates planned for the next 12 – 18 months
  • Examination of the contributions of RPA to businesses during the worldwide COVID healthcare crisis and vendor opportunities precipitated by the pandemic
  • Top uses and applications of RPA
  • Review of the core functional capabilities provided by the featured RPA solutions, including design and development environment, knowledge base, business process mapping and process analytics
  • DMG’s predictions about the future of RPA
  • Robotic process automation vendor market activity and 5-year projections
  • Robotic process automation competitive landscape, including the technology sectors that are developing RPA solutions and a high-level overview of the RPA vendors and product offerings covered in the Report
  • Comparative analysis of the security/compliance and business intelligence/ analytics capabilities of the featured RPA solutions
  • Robotic process automation implementation and return-on-investment (ROI) analysis, including vendor methodology, best practices, professional services, training, and ROI benefits and time frames
  • Robotic process automation vendor pricing structures for on-premise and cloud-based deployments
  • Detailed company reports for the 5 RPA vendors covered in this Report, analyzing product functionality and near-term product roadmap deliverables
  • RPA Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Robotic Process Automation Defined
    • 4.1 RPA Building Blocks
    • 4.2 Technical Components of Robotic Process Automation Solutions
    • 4.3 Using AI to Increase RPA Intelligence
    • 4.4 Robotic Process Automation vs. Intelligent Virtual Agents
    • 4.5 Attended vs. Unattended Automation
  5. Robotic Process Automation Trends and Challenges
    • 5.1 Robotic Process Automation Trends
    • 5.2 Robotic Process Automation Challenges
  6. Robotic Process Automation Market Innovation
    • 6.1 New Product Features
    • 6.2 Future Enhancements
  7. COVID Challenges Give Rise to RPA Opportunities
  8. Robotic Process Automation Uses and Applications
  9. Build-a-Bot
    • 9.1 Administration and Design Environment
    • 9.2 Knowledge Base
    • 9.3 Business Process Mapping
    • 9.4 Process Analytics
  10. Robotic Process Automation Future Projections
  11. Robotic Process Automation Market Activity
  12. Robotic Process Automation Market Projections
  13. Robotic Process Automation Competitive Landscape
    • 13.1 Company Snapshot
    • 13.2 Robotic Process Automation Vendor Offerings and Products
    • 13.3 Robotic Process Automation Packaged/Verticalized Solutions
  14. Robotic Process Automation High-Level Technical Summary
    • 14.1 Security and Compliance
    • 14.2 Business Intelligence, Reporting and Dashboards
  15. Robotic Process Automation Implementation and ROI Analysis
  16. Robotic Process Automation Pricing Structure
  17. Company Reports
    • 17.1 Jacada
    • 17.2 NICE
    • 17.3 OnviSource
    • 17.4 UiPath
    • 17.5 Verint Systems

Appendix: RPA Vendor Directory

Table of Figures

  • Figure 1: RPA Building Blocks
  • Figure 2: Technical Components Summary
  • Figure 3: RPA vs. IVA
  • Figure 4: Attended and Unattended Automation Capabilities
  • Figure 5: 2021 RPA Trends
  • Figure 6: 2021 RPA Challenges
  • Figure 7: New Product Features, by Vendor
  • Figure 8: Future Enhancements, by Category
  • Figure 9: Changing Business Dynamics
  • Figure 10: COVID Impacts
  • Figure 11: Contact Center Activities to Automate
  • Figure 12: Breaking Down the Walls Between Front and Back Office
  • Figure 13: RPA Uses
  • Figure 14: Administration and Design Environment
  • Figure 15: Knowledge Base
  • Figure 16: Business Process Mapping and Workflow
  • Figure 17: Process Analytics
  • Figure 18: RPA Market Activity by Number of Customers as of January 31, 2021
  • Figure 19: Contact Center/Customer Service RPA Market Growth Rate Projections Based on Revenue, 2021 – 2025
  • Figure 20: Robotic Process Automation Vendor Competitive Landscape
  • Figure 21: Company Information, as of March 31, 2021
  • Figure 22: Product Information
  • Figure 23: Packaged/Verticalized RPA Solutions
  • Figure 24: High-Level Technical Information
  • Figure 25: Security and Compliance
  • Figure 26: Business Intelligence, Reporting and Dashboards
  • Figure 27: Implementation and Payback Analysis
  • Figure 28: Pricing Structure
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