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2019 - 2020 Robotic Process Automation Product and Market Report

  • ID: 4846436
  • Report
  • October 2019
  • Region: Global
  • DMG Consulting LLC
The RPA Market is Experiencing Hockey-Stick Growth, Expanding by Over 100% During the Past Year


  • Jacada
  • NICE
  • OnviSource
  • UiPath
  • Verint Systems
  • MORE

RPA is helping organizations 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.

A new staffing paradigm  

Organizations are using RPA in a hybrid staffing model, where the technology works “side by side” or as a virtual “assistant” to humans. RPA solutions can assist by looking up information in a knowledge base, auto-completing forms with data obtained from internal or external sources, and much more. RPA 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. Human employees, however, feel threatened by the rapid emergence of the automated workforce. 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.

High demand in a rapidly expanding market

The RPA market is experiencing “hockey-stick” growth, expanding by over 100% during the past year. The publisher expects this remarkable rate of adoption to continue for the next few years, as many opportunities remain for organizations to benefit from this automation. RPA vendors are facing extraordinary demand for their products and support services. RPA is still a relatively new IT sector, and the RPA vendors are experiencing growing pains in this rapidly expanding market. One of the biggest opportunities is in the area of training. Customers are looking to their vendors for guidance, professional services and best practices to succeed with their RPA initiatives.

Detailed and insightful analysis

The 2019 - 2020 Robotic Process Automation Product and Market Report provides an in-depth analysis of this market, including comprehensive coverage of the competitive landscape, vendors and offerings. The detailed product comparisons and analyses presented in the Report are intended to assist companies in identifying and selecting the right RPA solutions to meet their current and future needs. 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.

Report includes:

  • Definition of RPA, including attended and unattended automation and a high-level overview of the underlying technical components
  • Examination of the top contact center and enterprise uses of RPA
  • Market trends and challenges that are driving interest, investments and innovation in this sector
  • RPA vendor innovation and near-term roadmap, including new product features and what is planned to be delivered in the next 12 - 18 months
  • Insightful discussion of the impact of RPA on the agent’s role and contact center staffing
  • Examination of how attended automation is being leveraged to reduce agent and customer effort and improve service quality and the customer experience
  • Review of how unattended RPA works in the background to automate some or all steps of a process or workflow
  • RPA competitive landscape, including the technology sectors that are developing RPA solutions and an overview of the RPA vendors and product offerings covered in the Report
  • RPA vendor market activity and 5-year projections
  • Detailed functional and technical side-by-side comparative analysis of the functional and technical capabilities of the 4 featured RPA solutions
  • Implementation analysis, including vendor methodology, best practices, professional services, training, maintenance and support
  • RPA benefits and return on investment (ROI) analysis
  • Review of RPA vendor pricing structures
  • Results of the publisher's comprehensive customer satisfaction survey, which ranks vendors based on customer satisfaction across 8 product components, 8 effectiveness categories and 10 vendor categories
  • Detailed company reports for the 5 RPA vendors covered in this Report, analyzing product functionality and near-term product roadmap deliverables
  • Comprehensive RPA 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.
Note: Product cover images may vary from those shown


  • Jacada
  • NICE
  • OnviSource
  • UiPath
  • Verint Systems
  • MORE

1. Executive Summary

2. Research Methodology
2.1 Report Participation Criteria

3. Introduction

4. Robotic Process Automation Defined
4.1 RPA Building Blocks
4.2 Attended and Unattended Automation
4.3 RPA vs. IVA
4.4 Technical Components of RPA Solutions

5. RPA Uses

6. RPA Market Trends

7. RPA Market Challenges

8. RPA Market Innovation
8.1 New Product Features
8.2 Future Enhancements

9. Are AI and Automation the End of the Road for Agents?

10. Help Wanted: Attended Automation for Agents and Customers

11. Unattended Automation: A Silent Partner

12. RPA Competitive Landscape
12.1 Company Snapshots
12.2 RPA Product Information
12.3 RPA Packaged/Verticalized Solutions

13. RPA Market Activity Analysis

14. RPA Market Projections

15. High-Level Technical Analysis
15.1 Security and Compliance

16. RPA High-Level Functional Analysis
16.1 Administration/Design and Development Environment
16.2 Business Intelligence, Reporting and Dashboards

17. RPA Implementation Analysis

18. RPA Benefits and Return on Investment

19. RPA Pricing Structure

20. Vendor Satisfaction Analysis
20.1 Summary of Survey Findings and Analysis: Vendor Categories
20.1.1 Vendor Satisfaction by Sub-Category and Customer
20.2 Summary of Survey Findings and Analysis: Product Capabilities
20.2.1 Product Capabilities Satisfaction by Sub-Category and Customer
20.3 Summary of Survey Findings and Analysis: Product Effectiveness Categories
20.3.1 Product Effectiveness Satisfaction by Sub-Category and Customer
20.4 Customer Background and Insights
20.4.1 Customer Background
20.4.2 Top RPA Uses
20.4.3 RPA Top Benefits
20.4.4 Biggest Impact in the Contact Center
20.4.5 Top Challenges of RPA
20.4.6 Additional Comments

21. Company Reports
21.1 Jacada
21.2 NICE
21.3 OnviSource
21.4 UiPath
21.5 Verint Systems

Appendix: RPA Vendor Directory

List of Figures
Figure 1: RPA Building Blocks
Figure 2: Attended vs. Unattended Automation
Figure 3: Three Pillars of AI
Figure 4: Technical Components Summary
Figure 5: High-Return Automation Opportunities
Figure 6: RPA Uses
Figure 7: RPA Market Trends
Figure 8: RPA Market Challenges
Figure 9: New Product Features, by Vendor
Figure 10: Future Enhancements, by Category
Figure 11: Impact of AI on Enterprise Employees
Figure 12: RPA Impact on Employees
Figure 13: Auto-Retrieval
Figure 14: Real-Time Guidance
Figure 15: Attended RPA
Figure 16: Data Propagation
Figure 17: Post-Call Wrap-Up
Figure 18: Unattended RPA
Figure 19: Robotic Process Automation Vendor Competitive Landscape
Figure 20: Company Information
Figure 21: RPA Product Offering
Figure 22: Verticalized/Packaged Solutions
Figure 23: RPA Market Activity, as of June 30, 2019
Figure 24: RPA Customers by Vendor, 2019 vs. 2018
Figure 25: RPA Market Growth Rate Projections Based on Revenue, 2020 - 2024
Figure 26: High-Level Technical Summary
Figure 27: Security and Compliance
Figure 28: High-Level Functional Analysis
Figure 29: Administration and Design Environment
Figure 30: Business Intelligence, Reporting and Dashboards
Figure 31: Implementation Analysis
Figure 32: RPA Benefits and ROI
Figure 33: RPA Pricing Structure
Figure 34: Customer Survey Rating Categories
Figure 35: Average Vendor Satisfaction Ratings, by Category
Figure 36: Product Satisfaction Ratings
Figure 37: Implementation Satisfaction Ratings
Figure 38: Training Satisfaction Ratings
Figure 39: Professional Services Satisfaction Ratings
Figure 40: Ongoing Service and Support Satisfaction Ratings
Figure 41: Product Innovation Satisfaction Ratings
Figure 42: Responsiveness to Product Enhancement Requests Satisfaction Ratings
Figure 43: Pricing Satisfaction Ratings
Figure 44: Vendor Communication Satisfaction Ratings
Figure 45: Overall Vendor Satisfaction Ratings
Figure 46: Average Product Capabilities Satisfaction Ratings, by Category
Figure 47: Design Tools’ Ease of Use and Configurability Satisfaction Ratings
Figure 48: Artificial intelligence (AI) and Machine Learning Satisfaction Ratings
Figure 49: Attended Automation Satisfaction Ratings
Figure 50: Unattended Automation Satisfaction Ratings
Figure 51: Exception Handling Capabilities Satisfaction Ratings
Figure 52: Alert Capabilities Satisfaction Ratings
Figure 53: Ease of Integration with Third-Party Applications Satisfaction Ratings
Figure 54: Dashboards, Reporting and Business Intelligence Satisfaction Ratings
Figure 55: Average Product Effectiveness Satisfaction Ratings, by Category
Figure 56: Ability to Increase Productivity and Efficiency Satisfaction Ratings
Figure 57: Ability to Improve Quality Satisfaction Ratings
Figure 58: Ability to Optimize and Streamline Processes Satisfaction Ratings
Figure 59: Ability to Reduce Staff Requirements Satisfaction Ratings
Figure 60: Ability to Reduce Operating Costs Satisfaction Ratings
Figure 61: Ability to Reduce Customer Effort Satisfaction Ratings
Figure 62: Ability to Reduce On-Boarding Time for Front- and Back-Office Staff Satisfaction Ratings
Figure 63: Ability to Manage Process Changes, Screen Field or UI Changes Satisfaction Ratings
Figure 64: In what business units/functions are RPAs deployed?
Figure 65: What are the top 3 ways you are using RPA?
Figure 66: What are the top 3 benefits you are realizing from your RPA solution?
Figure 67: What is the biggest impact this application has made in the contact center?
Figure 68: What are the top 3 challenges of your RPA solution?
Figure 69: Additional comments about your experience with the vendor and/or product

Note: Product cover images may vary from those shown
  • Jacada
  • NICE
  • OnviSource
  • UiPath
  • Verint Systems
Note: Product cover images may vary from those shown