2017-2018 Robotic Process Automation and Desktop Analytics Product and Market Report

  • ID: 4382497
  • Report
  • Region: Global
  • DMG Consulting LLC
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RPA Technology is Ready for Prime Time

FEATURED COMPANIES

  • Cicero, Inc.
  • NICE
  • Pegasystems, Inc.
  • UiPath
  • Verint Systems
  • MORE

This report explores the related but distinct IT sectors that are helping companies with their digital transformations. RPA, in particular, is capturing the attention of executives who want to improve productivity and quality.

The time is right for RPA

Robotics process automation is a “hot” technology. It has an almost unlimited number of potential uses and significant and proven benefits for enterprises. Companies in all industries are seeking ways to increase their productivity. By automating even a few activities previously handled by contact center agents or back-office staff, enterprises are realizing significant time and cost savings. Employees have welcomed the introduction of RPA technology because it frees them from performing mundane tasks and allows them to shift their attention to more high-value and interesting activities.

The digital transformation throughout enterprises is creating a greater need and broader opportunities for desktop analytics and RPA. Desktop analytics is more necessary than ever for identifying the employee and customer trends and opportunities contained in desktop activities. Organizations also find DA valuable for masking personal or sensitive information in customer transactions. RPA takes it to the next level, enabling organizations to put the DA output to work to improve compliance, performance, accuracy, quality and productivity in desktop activities.

The 2017-2018 Robotic Process Automation and Desktop Analytics Product and Market Report provides an in-depth analysis of these valuable solutions. The report reviews the markets, vendors and offerings; discusses market trends and challenges; provides market activity data and projections; and presents pricing, benefits, return on investment (ROI) and implementation best practices. It offers insights into leading and emerging vendors, products, functionality and opportunities. The 6 vendors covered in detail in this Report are: Cicero, NICE, OpenConnect, Pegasystems, UiPath and Verint.

Key Elements of this Report:

  • Definition of RPA, including what it is, what it does, attended and unattended automation methods, how RPA differs from artificial intelligence, and vendor definitions of RPA
  • Definition of DA, and how it differs from screen recording
  • Examination of the uses and differences between RPA and DA
  • Review of the market trends and challenges that are driving investments and interest in RPA and DA
  • Presentation of RPA and DA market innovation, including new functionality that is planned to be delivered in the next 12 - 18 months
  • Discussion of how DA provides visibility into front- and back-office activities and insights into the customer journey
  • RPA and DA market activity and 5-year projections
  • Review and assessment of the RPA and DA competitive landscape
  • Overview of 6 leading and contending RPA and DA vendors, including company snapshots, go-to-market strategies, product offerings and packaged solutions
  • Detailed side-by-side analysis of the functional capabilities of the 6 featured RPA and DA solutions
  • Implementation analysis, including vendor methodology, best practices, training and professional services, maintenance and support
  • Benefits and ROI analysis
  • Comprehensive customer satisfaction survey results that measure and rank vendors across 15 product components and 10 vendor categories
  • Vendor pricing models for on-premise, cloud-based and managed service RPA and DA solutions
  • Detailed company reports for the 6 featured RPA and DA  vendors, analyzing their products, functionality and future product development plans
  • RPA and Desktop Analytics Vendor Directory

Please Note: A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed.

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Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • Cicero, Inc.
  • NICE
  • Pegasystems, Inc.
  • UiPath
  • Verint Systems
  • MORE

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. Service Delivery Models
4.1 DMG Service Delivery Definitions
4.2 Vendor Service Delivery Options

5. What is Robotic Process Automation?
5.1 Attended and Unattended Automation
5.2 Why RPA is not the same as Artificial Intelligence
5.3 Vendor Definitions of Robotic Process Automation

6. What is Desktop Analytics?
6.1 Desktop Analytics vs. Screen Capture

7. Robotic Process Automation vs. Desktop Analytics

8. High-Level Functional Summary

9. High-Level Technical Summary
9.1 Administration/Design and Development Environment
9.2 Integration
9.3 Security and Compliance
9.4 Mobility

10. Robotic Process Automation and Desktop Analytics Trends and Challenges
10.1 RPA and Desktop Analytics Trends
10.2 RPA and Desktop Analytics Challenges

11. Robotic Process Automation and Desktop Analytics Market Innovation
11.1 New Product Features
11.2 Emerging Capabilities

12. Desktop Analytics Provides Visibility and Insights to Improve the Customer Experience
12.1 Back-Office Departments Are Essential to the Customer Experience
12.2 Best Practices for Breaking Down Front-and Back-Office Silos
12.3 Vendor Top 10 Uses of Desktop Analytics Solutions in the Contact Center, Back Office and Enterprise

13. Detailed Functional Analysis
13.1 Robotic Process Automation
13.2 Workflow
13.3 Real-Time Employee Guidance/Next-Best-Action
13.4 Process Automation
13.5 Activity Tracking
13.6 System Performance Analytics
13.7 Dashboards, Reporting and Analytics

14. RPA and Desktop Analytics Market Activity

15. RPA and Desktop Analytics Market Projections

16. Robotic Process Automation and Desktop Analytics Competitive Landscape
16.1 Vendor Executive Summaries

17. Robotic Process Automation and Desktop Analytics Vendors and Solutions
17.1 Company Snapshot
17.2. RPA and Desktop Analytics Go-To-Market Strategy
17.3 Market Segments Supported
17.4 Vendor RPA and Desktop Analytics Products
17.5 Packaged Solutions

18. Implementation Analysis
18.1 Implementation Process
18.2 Implementation Best Practices
18.3 Training and Professional Services
18.4 Maintenance and Support

19. Benefits and Return on Investment

20. Vendor Customer Satisfaction Survey
20.1 Survey Methodology
20.2 Survey Findings and Analysis
20.3 Detailed Survey Findings and Analysis
20.4 Customer Insights

21. Pricing
21.1 Premise-Based
21.2 Cloud-Based
21.3 Managed Service

22. Company Reports
22.1 Cicero, Inc.
22.2 NICE
22.3 OpenConnect Systems Incorporated
22.4 Pegasystems, Inc.
22.5 UiPath
22.6 Verint Systems

Appendix: Robotic Process Automation and Desktop Analytics Vendor Directory

List of Figures:

Figure 1: Service Delivery Models, Advantages and Disadvantages
Figure 2: DMG’s Service Delivery Model Definitions
Figure 3: Robotic Process Automation and Desktop Analytics Vendor Service Delivery Options
Figure 4: Robotic Process Automation (RPA)
Figure 5: Vendor Definitions of Robotic Process Automation
Figure 6: Desktop Analytics Defined
Figure 7: Screen Capture vs. Desktop Analytics
Figure 8: High-Level Comparison of RPA and Desktop Analytics
Figure 9: High-Level Functional Summary
Figure 10: High-Level Technical Summary
Figure 11: Administration/Design and Development Environment
Figure 12: Integration Capabilities
Figure 13: Security/Compliance
Figure 14: Mobility
Figure 15: RPA and Desktop Analytics Trends for 2017 - 2018
Figure 16: RPA and Desktop Analytics Challenges for 2017 - 2018
Figure 17: New Product Features
Figure 18: New Product Features, by Category
Figure 19: Future Application Enhancements, by Category
Figure 20: Top Uses of Desktop Analytics
Figure 21: Top 10 Uses and Benefits of Desktop Analytics
Figure 22: Robotic Process Automation
Figure 23: Workflow
Figure 24: Real-Time Employee Guidance/Next-Best Action
Figure 25: Process Automation
Figure 26: Activity Tracking
Figure 27: System Performance
Figure 28: Dashboards, Reporting and Analytics
Figure 29: RPA Customer Growth Projections, 2017 - 2021
Figure 30: Installed RPA Growth Projections, 2017 - 2021
Figure 31: Robotic Process Automation and Desktop Analytics Vendor Competitive Landscape
Figure 32: Company Information as of April 2017
Figure 33: RPA and Desktop Analytics Go-To-Market Strategy
Figure 34: Supported Market Segments
Figure 35: Product Information
Figure 36: Packaged Solutions
Figure 37: Implementation Process
Figure 38: Implementation Best Practices
Figure 39: Training and Professional Services
Figure 40: Maintenance and On-Going Support
Figure 41: Return on Investment
Figure 42: Customer Survey Rating Categories
Figure 43: Average Satisfaction Ratings, by Category
Figure 44: Current Product Satisfaction Ratings, by Customer
Figure 45: Implementation Satisfaction Ratings, by Customer
Figure 46: Training Satisfaction Ratings, by Customer
Figure 47: Professional Services Satisfaction Ratings, by Customer
Figure 48: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 49: Product Innovation Satisfaction Ratings, by Customer
Figure 50: Pricing Satisfaction Ratings, by Customer
Figure 51: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 52: Vendor Communication Satisfaction Ratings, by Customer
Figure 53: Overall Vendor Satisfaction Ratings, by Customer
Figure 54: Product Satisfaction Ratings, by Category
Figure 55: Robotic Process Automation Satisfaction Ratings, by Customer
Figure 56: Workflow Satisfaction Ratings, by Customer
Figure 57: Ability to Deliver Real-Time Agent Guidance Satisfaction Ratings, by Customer
Figure 58: Ability to Deliver Next-Best-Action Recommendations Satisfaction Ratings, by Customer
Figure 59: Process Automation Satisfaction Ratings, by Customer
Figure 60: Employee Activity Tracking Satisfaction Ratings, by Customer
Figure 61: Ability to Monitor and Report on System Performance Across all Applications Satisfaction Ratings, by Customer
Figure 62: Process Analytics Satisfaction Ratings, by Customer
Figure 63: Design Environment Satisfaction Ratings, by Customer
Figure 64: Ability to Create and Modify Business Rules Satisfaction Ratings, by Customer
Figure 65: Ability to Create Forms with Embedded Logic Checks Satisfaction Ratings, by Customer
Figure 66: Alerting Satisfaction Ratings, by Customer
Figure 67: Ease of System Set-Up and Configuration Satisfaction Ratings, by Customer
Figure 68: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 69: Reporting Satisfaction Ratings, by Customer
Figure 70: What activities is your RPA or desktop analytics vendor supporting?
Figure 71: What were the top 3 - 5 challenges you were looking to solve by purchasing an RPA or desktop analytics solution?
Figure 72: What are the top 3 - 5 benefits you have gained from using the RPA or desktop analytics solution?
Figure 73: What product enhancements would you like to see?
Figure 74: Please provide any additional comments about your experience with the vendor and/or product.

Note: Product cover images may vary from those shown
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  • Cicero, Inc.
  • NICE
  • OpenConnect Systems Incorporated
  • Pegasystems, Inc.
  • UiPath
  • Verint Systems
Note: Product cover images may vary from those shown
5 of 5
Note: Product cover images may vary from those shown
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