2021–2022 Robotic Process Automation Product and Market Report

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.