Everest Group FIT Matrix for Robotic Process Automation (RPA) Technology Vendors

Transcription

1 Everest Group FIT Matrix for Robotic Process Automation (RPA) Technology Vendors Focus on Automation Anywhere January 2017 Copyright 2017 Everest Global, Inc. This document has been licensed for exclusive use and distribution by Automation Anywhere

2 Introduction and scope Everest Group recently released its report titled Robotic Process Automation (RPA) Technology Vendor Landscape with FIT Matrix Assessment Technologies for Building a Virtual Workforce. The report provides a detailed view of the RPA technology vendor landscape and a thorough assessment of the various RPA technology solutions across several key dimensions. As a part of this report, Everest Group assessed 10 of the leading technology vendors and compared & contrasted their RPA capabilities within Everest Group's Feature, Implementation, and impact (FIT) Matrix framework. The vendors have been classified into the FIT Matrix categories of Leaders, Challengers, Optimizers, and Aspirants. The assessment dimensions include the market impact of each vendor and its overall vision and capability. Based on the analysis, Automation Anywhere emerged as a Leader and also a Star Performer. This document focuses on Automation Anywhere s RPA capabilities. It includes: Automation Anywhere s position on the Everest Group RPA FIT Matrix Detailed RPA profile of Automation Anywhere Buyers can use the FIT Matrix to identify and evaluate different RPA technology vendors. It helps them understand technology vendors relative strengths and improvement areas. However, it is also important to note that while the FIT Matrix is a useful starting point, the results from the assessment may not be directly prescriptive for each buyer. Buyers will have to consider their unique situation and requirements, and match them against technology vendor capabilities for an ideal fit. 2

3 Everest Group s virtual workforce RPA technology vendor FIT Matrix Everest Group Feature Implementation impact (FIT) Matrix 1 Optimizers Leaders Leaders Challengers Market impact NICE Kofax Kapow Softomotive Blue Prism UiPath Redwood Automation Anywhere Thoughtonomy WorkFusion Aspirants Optimizers Star Performers Different approach to robotic process automation than traditional RPA Kryon Systems Aspirants Challengers Vision and capability 1 Vendors scored using Everest Group s proprietary scoring methodology given on pages 10 to 12 Source: Everest Group (2017) 3

4 Automation Anywhere is an RPA Leader 1 and Star Performer based on strong relative YoY movement on the Everest Group FIT Matrix Market impact in last 12 months ending June 2016 Witnessed impressive growth in revenue in the past 12 months, and added over 60 large enterprises to its client portfolio of over 400 Reported one of its largest deployments of over 800 bots at one of the largest Australian banks Enhancements in vision and capability in last 12 months ending June 2016 BotFarm, a cloud-based RPA solution which allows users to dynamically scale bots on cloud BotStore, which offers a library of pre-built automations Enhanced role-based access control Cognitive capabilities to process unstructured data Analytics and process-based business intelligence Context awareness 1 Please refer to page 12 for the definition of Leader Source: Everest Group (2017) 4

5 Automation Anywhere (page 1 of 4) Company overview Automation Anywhere is a U.S.-based SDA software vendor. Established in 2003, the company provides solutions to automate business processes by combining RPA and smart automation / cognitive technologies (leveraging natural language processing and machine learning capabilities). More recently, it has added business analytics capabilities based on robot data and real-time scalability with BotFarm. The vendor benefits from a large partner-base including leading system integrators and global service providers Key technology leaders: Mihir Shukla, CEO Headquarters: San Jose, California, United States Key clients include: Ambit Energy, ANZ, EMC, AT&T, AutoNation, Comcast, GM, J.P. Morgan Chase, Citibank Clydesdale Bank, Accenture, Deloitte, Nomura Financials, Tesco, and USAA Website: Non-exhaustive list of recent deals and announcements June 2016: Automation Anywhere announced a partnership with Accenture May 2016: Automation Anywhere released BotFarm, a solution to scale digital workforces on demand December 2015: Deloitte partnered with Automation Anywhere to deliver RPA expertise globally August 2015: ANZ unveiled a large deployment of Automation Anywhere robots in its offshore Global In-house Center (GIC) Revenue mix by geography Revenue mix by industry vertical Mix of use cases by processes Revenue mix by buyer size Asia Pacific (APAC) Continental Europe 4% United Kingdom 28% 11% 57% North America Manufacturing Others Public sector 4%4%4% Retail & consumer 4% 12% Telecom & media 58% 14% Healthcare & pharmaceutical BFSI Others Web-based & 12% e-commerce 5% Procurement 7% Contact center 8% HR 10% 25% 33% F&A Industry-specific Mid-sized 27% 73% Enterprise 1 Everest Group estimates based on information shared as part of the RPA vendor assessment RFI and briefings up to June Enterprises (revenue of more than US$1 billion), mid-sized (revenue of more than US$25 million and up to US$1 billion), and small (revenue of less than US$25 million) Source: Everest Group (2017) 5

6 Automation Anywhere (page 2 of 4) Solution scope 1 Available Not available Options for automation creation Code the actions Record the actions Assemble objects from previous automations Deployment options Key tool features Client-hosted on desktop/laptop Pre-built connectors Support for project management Client-hosted on server Role-based access controls Provider-hosted, multi-instance Disaster management Provider-hosted, single-instance Task scheduler Visual drag-&-drop development Dynamic bot scaling over cloud Backward compatible Context awareness Change management Partner-hosted, single-instance Machine learningbased Collaboration tool Partner-hosted, multi-instance Run-time automation management and control Adherence to supporting methodology (6 sigma) Natural Language Processing On Cloud Handling of unstructured data MI and performance analytics Libraries of automation Credential vaults Work queues Multi-tenancy Inbuilt-version control Modularity and reusability Rules engine Process mapping Audit-trail Support Training by vendor Training by partners/resellers Consulting by vendor Consulting by partners / third parties User community Tool-embedded help Product overview Automation Anywhere is capable of automating rule-based processes as well as combining its RPA capabilities with its new smart bots to handle both structured and unstructured data using machine learning and natural language processing. The system has three basic components: A development client with visual capture technology, paired with an editor for bot creation using drag-and-drop, recording actions, rules, and technical conventions A run-time environment for bot deployment A centralized command center that gives the administrators a view across the deployment and provides multi-bot distribution, control, and performance analytics The newly launched cloud-based RPA solution, BotFarm, enables dynamic scalability of bots and allows companies to scale up or down the use of bots to meet variable business process demands. They have three types of bot licenses: 1) Task Bots, which rely on structured data and come with core license, 2) Metabots, which are more susceptible to changes in underlying applications, and 3) IQ Bots, which have smart capabilities. Bots can be scheduled on a central server to execute services based on time and event triggers on multiple clients including virtual machines. The software extracts information from applications, browsers, and documents using techniques including object extraction, DOM, Xpath, and XML tags. 1 Everest Group estimates based on information shared as part of the RPA vendor assessment RFI and briefings up to June 2016 Source: Everest Group (2017) 6

7 Automation Anywhere (page 3 of 4) Comparison of Automation Anywhere s technology and deployment characteristics with industry practices 1 Availability and quality of product features Deployment and support Buyer coverage Pricing model Process coverage Automation Anywhere is ahead of the market in featuring cloud-based RPA solution (BotFarm), which allows users to dynamically scale bots on cloud to match the demands of process systems It offers context-aware bots, which can be programed to understand some of the run conditions and pre-defined rules There is centralized management and control of bots through its control center. It also provides operational and business analytics It offers a library of pre-built automations accessed through its BotStore, as well as a credential vault, a workflow tool, enhanced role-based access control, and stealth mode. It has also introduced bots with some smart capabilities Automation Anywhere has enhanced and introduced several basic and advanced features and functionalities in version 10. These address issues such as allowing more than two administrator roles (see page 4) The basic recording function appears to confuse users and leads to issues with screen resolution and data capture. This seems to be more of a user education issue than a bug The solution from Automation Anywhere can either be hosted by the client, by a BPO services provider in partnership with the vendor, or public clouds such as Microsoft Azure and Amazon. Automation Anywhere handles software maintenance and compatibility across different versions. It also offers in-house, on-premise, and computer-based training services, stating that it has trained well over 3,000 people worldwide in classroom environment, as of June 2016 The majority of Automation Anywhere s clients are in the BFSI sector. Its other markets include healthcare & pharmaceuticals and communications, telecom, & media. According to the vendor, enterprises account for over 70% of its total clients Automation Anywhere has a presence across many geographies with major focus on North America, Asia Pacific, and specifically India. It has achieved significant growth rate in India due to the presence of its personnel in the country Automation Anywhere s licenses are available only on a subscription basis and an all-inclusive pricing option that allows the customer to pay one price, based on usage The availability of cloud-based RPA solution (BotFarm) offers the customers more control on costs as the bots can be dynamically deployed and managed as per process requirement. It also offers variable pricing to reflect deployment geographies and usage The majority of its use cases are for deployment in back-office functions such as F&A and industry-specific processes which have high potential for RPA adoption due to their transactional nature. This is in line with industry practices. There are a few use cases for automation of contact center tasks, which are typically agent-assist type of automation Automation Anywhere is focusing on providing virtual workforces that are more suitable for organizations looking for automating end-to-end processes as compared with other styles of automation such as human-in-the-loop 1 Everest Group estimates based on information shared as part of the RPA vendor assessment RFI and briefings up to June 2016 Source: Everest Group (2017) 7

8 Automation Anywhere (page 4 of 4) Everest Group s assessment 1 Evaluation dimension Company Solution and support Commercials Overall Remarks Strengths One of the biggest pure-play RPA vendors that also offers smart software. The company shows vision for pushing the capabilities of its product, e.g., BotFarm and process-driven business intelligence Opportunities Expand presence in United Kingdom and other European countries Strengths It offers both RPA and smart automation BotFarm for large deployments and dynamic scaling Process-based business intelligence can go beyond robot performance analytics and offer business insights Opportunities Increase support resources in the United States, since most of its personnel are based in India Enhance user training to ensure that customers take advantage of its latest product features to the full Strengths Advanced subscription and usage-related pricing Opportunities Continue to boost its business among Global In-house Centers (GICs) Strengths Overall, Automation Anywhere offers flexibility and ease of doing business. The company has a global presence, even if this needs boosting in some geographies It has trained a lot of users and the software gets top marks for its ease of use and deployment from clients The availability of good libraries & technology features (in version 10 and above) are key strengths of Automation Anywhere Opportunities Enhance enterprise-grade scalability and security features such as better role-based access control and allowing more than two administrators, disaster management, version control, windows compliance, and log viewer. We understand that Automation Anywhere version 10 and newer releases since, address most of these 1 Everest Group estimates based on information shared as part of the RPA vendor assessment RFI and briefings up to June 2016 Source: Everest Group (2017) 8

9 Appendix 9

10 Everest Group classifies the RPA technology provider landscape into Leaders, Challengers, Optimizers, and Aspirants on the Everest Group FIT Matrix Everest Group Feature Implementation impact (FIT) Matrix Mean score along x-axis Market success A Optimizers Leaders Market impact Portfolio mix B Aspirants Challengers Mean score along y-axis Value delivered C Deployment Vision Features Ease of use Support options Security & compliance Commercials Vision and capability Note: In order to make a fair comparison across RPA technology vendors with different solution models, focus has been only on those parameters that are relevant to RPA solution Source: Everest Group (2017) 10

11 Each of the two dimensions comprise data and information along multiple subdimensions Market impact Market success Portfolio mix Value delivered A B C Company size & growth, performance, and market perception Depth and breadth of coverage of buyers, geographies, industry verticals, and processes Buyer satisfaction with the technology as well as the support Vision and capability Vision & strategy Features Deployment options Ease of use Support 6 Security & compliance Commercials Vision for the client and itself; future roadmap and strategy Availability, flexibility, and technical sophistication of the features Hosting and tenancy options available for buyers Flexibility of automation creation, integrations, and management Training, consulting, maintenance, and other support available for buyers Features for ensuring data security and process compliance Flexibility and progressiveness of the the pricing model for processing and ancillary services (e.g., implementation and maintenance) Source: Everest Group (2017) 11

12 Based on the evaluation, RPA technology vendors have been segmented into four categories for virtual worker RPA Optimizers Offer significant capabilities enhanced with new features to challenge the leaders in the group but less mature technology High degree of success in exploiting full potential of the existing assets for a high market impact Broad coverage of market across geographies, buyersizes, industry verticals, and processes Opportunity to increase reselling or deployment and support partnerships Leaders Highly capable and flexible technology in terms of features, implementation, and commercial models High degree of impact on the market in terms of size & growth of portfolio and value delivered Broad coverage of market across geographies, buyersizes, industry verticals, and processes Strong partnerships Aspirants Significant capability in limited scenarios, e.g., desktop automation Reorienting solutions to tackle enterprise-level business processes High impact with desktop customers; enhanced solution likely to propel them into higher impact zone Limited geographic presence in terms of professional services, deployment, and support Challengers High degree of capability in terms of technology; in the process of further improving the solution characteristics Innovators in terms of technology that need to find the right market positioning Relatively lower impact in terms of market traction and coverage; however, improvements are likely to reduce this gap Need to improve reseller and partnership structures to expand globally Source: Everest Group (2017) 12

13 Everest Group s Service Delivery Automation (SDA) architecture Automation technology can be applied to the whole process stack Sophistication of automation tools Basic automation RPA Cognitive automation Business process automation Generic tools: Enabling tools that can be applied to many situations regardless of what the automation is accomplishing Business process level Activity- or function- specific automation: Tools that are designed to be relevant only in the context of certain types of activities (e.g., financial close processes, knowledge management systems and document processing) Industry-specific automation: Tools that are configured to be applicable to industry-specific activities (e.g., price comparisons and compliance) Technology level Application development, management, and testing automation Managing the entire application life cycle from concept, design, build, to test, resulting in reduced time-to-market and increased product quality Infrastructure automation Addressing the complete infrastructure cycle across architecting, deploying, provisioning, and support functions Types of data handled In-house scripting & scraping tools Work flow Desktop off-the-shelf tools Deterministic Structured data Third-party & service provider software UI-based integration Rules-based automation Deterministic Semi-structured data Cognitive tools based on capabilities such as: Machine learning Natural language processing Can be both deterministic & probabilistic All types of data including unstructured 13

14 Key definition #1: SDA SDA can encompass three different portions of the process: Automation of inputs to a process: Contact management Content scraping from websites Automation of the business process: Administering purchase orders and invoices Checking for unusual patterns in transactions Checking for consistency of data (format, quality, etc.) Automation of outputs from the process: Outward contact management, e.g., confirmations Internal notifications Events generated to activate follow-on processes in other functions 14

15 Key definition #2: Robotic Process Automation (RPA) is a component of SDA It refers to a type of automation, which interacts with a computer-centric process through the User Interface (UI) / user objects of the software application supporting that process A robot is usually a runtime environment on which different processes/tasks (executables) can be run RPA can process structured and semi-structured data RPA is a deterministic solution, the outcome of which is always known Non-invasive usually does not have to tie up at the API level Can handle rule-based repetitive tasks Incorporates exception management The non-invasiveness is important in outsourcing where service providers are usually not allowed to modify the client's IT systems Examples of use cases for RPA: Transaction processing Data entry in high-volume, repeatable, and computercentric processes In-system upgrade scenarios where double and concurrent data entry is made into old and new systems during the period of change IT support such as password resets and database maintenance Reconciliation of data across systems 15

16 Key definition #3: Cognitive automation is a component of SDA A subset of SDA, cognitive, also referred to as smart or intelligent automation software, builds a processrelated knowledge base and uses it in combination with a set of business rules and machine learning algorithms to automate processes Cognitive tools have been widely used in IT services and are increasingly finding their way into business processes They can work on both structured and unstructured data Cognitive tools have natural language processing and machine learning capabilities, which equip them to learn from experience and to expand their knowledge base Cognitive tools use business rules to automate processes, but can also use predictive tools to infer some operational decisions. This allows them to work out the correct way to deal with situations that might not match pre-compiled rules The ability to infer what to do can make the outcome of their work non-deterministic Examples of use cases: Customer interactions In-bound document processing for contact centers Claims processing for the insurance sector Rewards processing for the telecom sector IT infrastructure management 16

17 Glossary of key terms used in this document (page 1 of 3) Definitions Term Artificial intelligence Audit-trail Backward compatible BPM tools BPO Buyer Change management Code the actions Cognitive/smart automation Collaboration tool Context awareness Credential vaults Definition Artificial intelligence is referred to as the ability of the system to use its cognitive intelligence to learn interpreting unstructured content, use relationships and patterns to build a fuzzy structure around it, and then leverage this structure to respond in a similar form as the input itself Provision of tracking and recording changes to data with timestamp and user details Capability to work seamlessly with prior versions of when an automation suite/software is upgraded These are process optimization solutions with capabilities of process design, execution (through workflows and orchestration of different BPS technology systems), and monitoring (through analytics) Business Process Outsourcing refers to the purchase of one or more processes or functions from a company in the business of providing such services at large, or as a third-party provider The company/entity that purchases outsourcing services from a provider of such services In this context, change management refers to built-in capabilities to assist organizations with managing changes to the specification and code of automations as part of version management and change control Capability to codify automation tasks via a programming language Cognitive/smart technology refers to the ability of a system to learn how to interpret unstructured content, such as natural language, and use analytical capability to derive and present inferences in a pre-defined / structured fashion. For example, a system classifying the mood of a person into one of the pre-defined buckets based on his/her tone and language Provision to support a group of individuals working on an automation suite to accomplish a common goal by providing a platform to collaborate on multitude of areas such as best practices, FAQs, and debug issues A basic degree of run-time environment intelligence that is programed into robots. This enables the robots to behave according to pre-defined rules in response to run-time conditions and issues such as a non-responding enterprise system. The context may be the business environment, flow triggers, etc. In some systems the robot programmer is prompted to specify these rules, e.g., how many times to attempt to log into a system, at the time of developing the automation The capacity of an automation tool to store user authentication and authorization parameters under encrypted databases outside the instance where the automation task runs, thereby providing for secure storage of access credentials 17

18 Glossary of key terms used in this document (page 2 of 3) Definitions Term Dynamic bot scaling over cloud FTE-based pricing FTEs GIC Handling of unstructured data Inbuilt-version control Libraries of automation Load balancing Machine learning MI and performance analytics Modularity and reusability Multi-tenancy Definition Ability to rapidly add or remove automation bots on a cloud infrastructure based on demand fluctuations in real-time Input-based pricing structure; priced per resource type with significant price differences between onshore and offshore (e.g., per onshore clerk and per offshore clerk) Full-Time Employees on the rolls of the company Global In-house Center (GIC) is a shared service or delivery center, owned and run by a parent organization Capability to read/analyze data that is not in a pre-defined format with or without minimal human interactions Capability to record and show changes to an automation when it is changed or updated for software code version and release management. This would need to have a consistent nomenclature that can assist with locating the change, its author, and version history at a later date Out of the box, pre-programmed automations for activities that are common practice in any specific industry, e.g., identifying the logging in fields on a system screen Load balancing improves the distribution of workloads across multiple robots to help increase capacity by reducing unproductive downtime and also reliability of applications Pattern recognition and computational learning in artificial intelligence Capabilities to produce management reports these are typically in a dashboard format that show robot performance information and provide analytics that can be used to identify trends or problems in operations Software written in a way that allows for efficient reuse using tenets of Object Oriented Programming (OOP) where chunks of code are written in logically differentiated blocks accomplishing subtasks that can be mixed and matched to create a multitude of tasks Automation suite that can support an architecture in which a single instance of the automation software can be used by multiple clients (tenants) 18

19 Glossary of key terms used in this document (page 3 of 3) Definitions Term NLP Pre-built connectors Process mapping Queueing Record user actions Role-based access Rules engine Run-time automation management and control Support for project management Task scheduler Tool embedded help Visual drag-&-drop development Definition Natural Language Processing is a cognitive intelligence-based methodology to interpret human languages Application- or technology-specific connections to enable movement of data across the automation platforms and native technology or applications on which they intend to run A process map provides a graphical depiction of main activities, information flows, interconnections, delays, and measures a process needs to accomplish with owners of each activity, order of tasks to be processed, and error handling procedures. In automation tools, this may allude to the capability of the tool to let designers use process maps to automate tasks and assign bots to them with interfaces to humans for judgment-based inputs The process of scheduling tasks in a sequential manner on a scheduler to robots Capability to record user actions and auto-generate underlying code Approach to restrict access to automation and underlying systems based on authorization (e.g., admin, user, etc.) Capability of an automation suite to hold and allow the execution of one or more business rules in a run-time production environment. The rules may be dictated by business logic or are legal /regulatory in nature. Real-time control and management features to provide visibility into the run-time environment and if human action is needed to ensure successful automation. Examples include robot/automation status ( e.g., running, completed, or error), alerts & exception handling requirements and progress status, and robot performance issues that would require dynamic scaling and load balancing Provision for project management capabilities such as creating and sharing of gantt charts, budgets, milestones, assignments, and dependencies for running automation projects Capability to assign tasks to bots as per pre-defined parameters (e.g., prioritization of tasks and critical paths) An in-built self-help compendium of frequently asked questions and troubleshooting procedures for the tool Virtual object drag-and-drop capabilities that help program process flows visually with minimal programming, allowing business users to work on creating automations 19

20 FAQs Does the FIT Matrix assessment incorporate any subjective criteria? The Everest Group s PEAK Matrix assessment adopts an objective approach (leveraging technology vendor RFIs and the Everest Group s proprietary database containing vendors technology characteristics and operational capability information). In addition, these results are validated / fine-tuned based on our market experience, buyer interaction, vendor briefings, and demos of technology platforms Is being a Optimizer, Challenger or Aspirant on the FIT Matrix an unfavorable outcome? No. FIT Matrix highlights and positions only the best-in-class technology vendors in a particular space. There are a number of vendors from the broader universe that are assessed and do not make it to the FIT Matrix at all. Therefore, being represented on the FIT Matrix is in itself a favorable recognition What other aspects of the FIT Matrix assessment are relevant to buyers and vendors besides the FIT Matrix position? The FIT Matrix position is only one aspect of the Everest Group s overall assessment. In addition to assigning a Leader, Optimizer, Challenger or Aspirant title, Everest Group highlights the distinctive capabilities and unique attributes of all the vendors assessed in its report. The detailed metric level assessment and associated commentary is helpful to buyers in selecting particular providers for their specific requirements. It also helps vendors showcase their strengths in specific areas What are the incentives for buyers and vendors to participate / provide input to the PEAK Matrix research? Participation incentives for buyers include a summary of key findings from the FIT Matrix assessment Participation incentives for vendors include adequate representation and recognition of their capabilities/success in the market place, and a copy of their own profile that is published by Everest Group as part of the compendium of FIT Matrix vendors profiles What is the process for a vendor to leverage its FIT Matrix positioning status? Vendors can use their FIT Matrix positioning in multiple ways including: Issue a press release declaring their positioning/rating Customized FIT Matrix profile for circulation (with clients, prospects, etc.) Quotes from the Everest Group s analysts could be disseminated to the media Leverage the FIT Matrix branding across communications ( signatures, marketing brochures, credential packs, client presentations, etc.) The vendor must obtain the requisite licensing and distribution rights for the above activities through an agreement with the designated Point of Contact (PoC) at Everest Group 20

21 About Everest Group Everest Group is a consulting and research firm focused on strategic IT, business services, and sourcing. We are trusted advisors to senior executives of leading enterprises, providers, and investors. Our firm helps clients improve operational and financial performance through a hands-on process that supports them in making well-informed decisions that deliver high-impact results and achieve sustained value. Our insight and guidance empowers clients to improve organizational efficiency, effectiveness, agility, and responsiveness. What sets Everest Group apart is the integration of deep sourcing knowledge, problemsolving skills and original research. Details and in-depth content are available at Dallas (Headquarters) info@everestgrp.com Bangalore india@everestgrp.com Delhi india@everestgrp.com London unitedkingdom@everestgrp.com Stay connected Website Group New York info@everestgrp.com Blog Sherpas In Blue Shirts Toronto canada@everestgrp.com