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2021-2022 Robotic Process Automation Product and Market Report

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  • June 2021
  • Region: Global
  • DMG Consulting LLC
  • ID: 5357108

RPA Improves the Customer and Agent Experience

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.

The Report Includes:

  • 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
  • The publisher'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

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.

Table of Contents

1. Executive Summary

2. Introduction

3. 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-19 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

List 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



Companies Mentioned

  • Jacada
  • NICE
  • OnviSource
  • UiPath
  • Verint Systems