ABSTRACT Robotic Process Automation Product and Market Report

Transcription

1 ABSTRACT 2018 Robotic Process Automation Product and Market Report 1

2 This is DMG Consulting s second report on robotic process automation (RPA), and the first edition dedicated entirely to this fast-growing sector. (DMG covered RPA in 2017 as part of their Robotic Process Automation and Desktop Analytics Product and Market Report.) This Report covers enterprise uses of RPA, with a focus on service-related uses in the front and back office. The Report provides an in-depth analysis of the RPA solutions and the overall sector, and is intended to help companies select the right automation solutions to address their current and future needs. Please contact Deborah Navarra at deborah.navarra@dmgconsult.com or with any questions. To order your copy of the report, visit 2

3 The bots are marching in, a trend that is going to continue at an increasing pace as robotics use cases expand to address opportunities throughout organizations. Robotic process automation is bringing great value to the market, driving productivity improvements and innovation. Today s bots can handle a growing number of frontand back-office and shared business activities services. Automation and artificial intelligence (AI) are changing how companies operate, allowing them to re-imagine and re-invest in all aspects of their business. Bots contribute to organizations in a number of quantifiable ways. RPA excels in automating routine, repetitive tasks in an organization. If a company can save 10 seconds to minutes by automating an activity that is performed hundreds or even thousands of times daily by the same employee or hundreds of employees, they can cut thousands to hundreds of thousands of dollars per day from their budget. Moreover, bots don t make human errors, although they do get stuck or experience errors if something changes in the environment, which is why it s essential for an RPA solution to come with a highly effective control room to flag anomalies and manage all aspects of the bots. Lastly, robots are typically more reliable than humans; they don t require recruiting, training, vacations, sick days, and don t come in late. There is great demand for RPA solutions, and vendors from many IT sectors have come to market to fill this need. Two buying cycles are occurring; the first is first-time buyers and the second is a surprisingly healthy replacement cycle for early adopters, most of whom purchased some type of RPA solution in the last 2 years, as well as some who invested in desktop analytics during the past 12 years. Market estimates are that only 25% of business functions have been automated. If this is the case, it means that there is another 75% of functions that could benefit from RPA. But DMG believes the opportunity is much greater, particularly as these solutions keep getting smarter. As RPA technology gets better and incorporates assisted and unassisted machine learning, their capabilities will expand. Over time, bots will have the smarts to do more and will take on additional responsibilities. As a result, the opportunity and addressable market for RPAs will continue to grow. RPA is here to stay, but the market is going to morph and these automations are going to be embedded into all kinds of third-party applications. For example, there will be thousands of bots available to fill needs in the worlds of enterprise resource planning (ERP), supply chain, customer relationship management (CRM), workforce optimization, and nearly everything else. RPA and intelligent virtual assistants (IVAs) are going to reduce the need for low-end and low-value agents in contact centers. AIenabled bots and IVAs will be able to deliver information and provide answers more quickly and accurately, and can do so more cost effectively; this will profoundly change market dynamics. Companies will need to rethink and redefine the role of agent, as they will need fewer of these resources. Transaction handling will be personalized and intelligently routed to a highly sophisticated agent who will be able to use servicing solutions to achieve optimal outcomes for the customer and the organization. There is great opportunity for vendors and end-user companies to find creative applications for a new generation of automation that is going to get smarter with each passing year. The 2018 Robotic Process Automation Product and Market Report provides the only in-depth coverage of these emerging solutions. It analyzes vendors, products, functional capabilities, pricing strategies, and more. It presents information about how these solutions are being used, their benefits, as well as best practices to help companies realize the greatest return from their investments. It provides a timely and thorough analysis of the overall market. The 6 leading and contending vendors covered in detail in this Report are: Automation Anywhere, Contextor, NICE, Pegasystems, UiPath and Verint Systems. Redwood Software is covered at a higher level. 3

4 Key Reasons to Buy this Report Service deployment options for RPA solutions Definition of RPA, including attended and unattended automation methods and how RPA differs from intelligent virtual agents (IVAs) Discussion of market trends and challenges that are driving investments and influencing the direction of vendor research and development (R&D) Description of RPA market innovation, including new product features and what is planned to be delivered in the next months Analysis of the importance of RPA in transforming the enterprise and improving the omni-channel customer experience in the digital age A look at front- and back- office applications for RPA, including the top 10 ways these solutions are being used by enterprise employees and customers Insightful analysis of how RPA is transforming the workforce, including its contribution to development of the new-age agent, the impact on outsourcing, and contact center evolution Review and analysis of the RPA competitive landscape RPA vendor market activity and 5-year projections Overview of the 6 featured RPA vendors, including company snapshots, go-tomarket strategies, product offerings and packaged/verticalized applications Detailed side-by-side analysis of the functional and technical capabilities of the 6 featured RPA solutions Implementation analysis, including vendor methodology, best practices, training and professional services, and maintenance and support RPA benefits and return on investment (ROI) analysis Review of RPA pricing strategies Comprehensive customer satisfaction survey results that measure and rank vendors across 17 product components, 10 effectiveness categories and 11 vendor categories Detailed company reports for the 7 featured RPA vendors, analyzing their products, functionality and future product development plans RPA Glossary RPA Vendor Directory 4

5 Report Highlights Bots are compelling because they contribute to organizations in a number of quantifiable ways: Bots allow businesses to make changes to applications without altering the underlying code; this eliminates dependence on IT, which has been traditionally slow and expensive. RPA solutions excel in automating routine, repetitive tasks; this can save companies thousands, or even hundreds of thousands of dollars each day, and frees up agents to perform more high-value tasks. RPA is driving a major wave of improvements throughout businesses: Robotic process automation is contributing great value to the market, driving productivity improvements and innovation, which is increasing the need for workers. Despite fears that bots are replacing humans in the workplace, their arrival is actually creating a need for skilled workers who can provide RPA oversight functionality, reporting and analytics, among other functions. RPA is also freeing up agents to attend to more complex and sensitive tasks, rather than low-level, routine activities. The RPA market opportunity is massive, and growing: 75% or more of business functions currently performed in companies have not yet been automated with RPA solutions. Even more significantly, as these solutions continue to incorporate supervised and unsupervised machine learning, they will grow smarter and be able to take on additional responsibilities in enterprises. The opportunity and addressable market for RPA will continue to grow. There is great opportunity for creativity and innovation in the RPA market: RPA is a game-changer for the economy. This sector is here to stay, though it will evolve. In the future, RPA will be embedded into a wide variety of third-party applications, with the ability to handle an array of business challenges and fill many product gaps. 5

6 SAMPLE FIGURE Attended and Unattended RPA/Bots Source: DMG Consulting LLC, July

7 TABLE OF CONTENTS 1 of 2 1. Executive Summary 2. Introduction: The Bot Story 3. DMG Consulting Research Methodology 3.1 Report Participation Criteria 4. Service Delivery Models 5. RPA Defined 5.1 DMG Definition of RPA 5.2 Vendor Definitions 5.3 RPA Building Blocks 5.4 Attended vs. Unattended Automation 5.5 RPA vs. IVA 6. RPA Trends and Challenges RPA Trends RPA Challenges 7. RPA Market Innovation 7.1 New Product Features 7.2 Emerging Capabilities 8. Digital Transformation of the Enterprise 9. Enterprise Front- and Back-Office Uses of RPA 10. How RPA is Transforming the Workforce and Workplace 11. RPA Competitive Landscape 12. RPA Market Activity 13. RPA Market Projections 14. RPA Vendors and Solutions 14.1 Company Snapshots 14.2 Go-to-Market-Strategy 14.3 Vendor Offerings and Products 14.4 Packaged/Verticalized Solutions 15. RPA High-Level Technical Summary 15.1 Technical Components of RPAs 15.2 Integration 15.3 Accuracy and Tuning 16. RPA High-Level Functional Summary 16.1 Administration/Design and Development Environment 16.2 Security 16.3 Dashboards, Reporting and Analytics 7

8 TABLE OF CONTENTS 2 of RPA Implementation Analysis 17.1 Implementation Process 17.2 Implementation Best Practices 17.3 Resources 17.4 Training and Professional Services 17.5 Maintenance and Support 18. RPA Benefits and Return on Investment 19. RPA Pricing Structure 20. RPA Customer Satisfaction Survey 20.1 Summary of Survey Findings and Analysis: Vendor Categories Vendor Satisfaction by Sub-Category and Customer 20.2 Summary of Survey Findings and Analysis: Product Categories Product Satisfaction by Sub-Category and Customer 20.3 Summary of Survey Findings and Analysis: Product Effectiveness Product Effectiveness by Sub-Category and Customer 20.4 Customer Background and Insights Top RPA Use Cases Business Units Using RPA RPA Channel Support Top Challenges to Solve with an RPA Strengths of RPA Solutions Product Enhancements Product Recommendation Additional Comments 21. Company Reports 21.1 Automation Anywhere 21.2 Contextor 21.3 NICE 21.4 Pegasystems, Inc Redwood Software 21.6 UiPath 21.7 Verint Systems Appendix A: RPA Glossary of Terms Appendix B: RPA Vendor Directory 8

9 TABLE OF FIGURES 1 of 2 Figure 1: DMG s Service Delivery Model Definitions Figure 2: Vendor RPA Definitions Figure 3: RPA Building Blocks Figure 4: Attended and Unattended RPA/Bots Figure 5: RPA vs. IVA Figure 6: Product Overview Figure 7: 2018 RPA Trends Figure 8: 2018 RPA Challenges Figure 9: New Product Features, by Vendor Figure 10: New Product Features, by Category Figure 11: Future Application Enhancements, by Category Figure 12: Digital Transformation Figure 13: Top Contact Center Digital Transformation Initiatives Figure 14: RPA Omni-Channel Capabilities Figure 15: Front-Office and Back-Office Applications Figure 16: Contact Center Evolution Figure 17: AI Capabilities Figure 18: Robotic Process Automation Vendor Competitive Landscape Figure 19: RPA Market Activity, as of April 30, 2018 Figure 20: RPA Market Share, by Customers, as of April 30, 2018 Figure 21: RPA Market Share, by Automations, as of April 30, 2018 Figure 22: Robotic Process Automation Units Growth Projections, Figure 23: Company Information as of April 2018 Figure 24: RPA Go-To-Market Strategy Figure 25: Product Information Figure 26: Packaged/Verticalized Applications Figure 27: High-Level Technical Summary Figure 28: Technical Components Summary Figure 29: Integration Figure 30: Accuracy and Tuning Figure 31: High-Level Functional Summary Figure 32: Administration/Design and Development Environment Figure 33: Security Figure 34: Dashboards, Reporting and Analytics Figure 35: Implementation Process Figure 36: Top 10 RPA Implementation Best Practices Figure 37: Internal Resources Required to Maintain an RPA Figure 38: Training and Professional Services Figure 39: Maintenance and Support Figure 40: Benefits and Return on Investment (ROI) Figure 41: Pricing Structure Figure 42: Customer Survey Rating Categories Figure 43: Average Satisfaction Ratings, by Category Figure 44: Company Satisfaction Ratings, by Customer 9

10 TABLE OF FIGURES 2 of 2 Figure 45: Product Satisfaction Ratings, by Customer Figure 46: Implementation Satisfaction Ratings, by Customer Figure 47: Training Satisfaction Ratings, by Customer Figure 48: Professional Services Satisfaction Ratings, by Customer Figure 49: Ongoing Service and Support Satisfaction Ratings, by Customer Figure 50: Product Innovation Satisfaction Ratings, by Customer Figure 51: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer Figure 52: Pricing Satisfaction Ratings, by Customer Figure 53: Vendor Communication Satisfaction Ratings, by Customer Figure 54: Overall Vendor Satisfaction Ratings, by Customer Figure 55: Product Satisfaction Ratings by Category Figure 56: Design Tools Satisfaction Ratings, by Customer Figure 57: Ease of Set-Up/Configuration/Maintenance Satisfaction Ratings, by Customer Figure 58: Ability to Centrally Manage and Deploy Robots Satisfaction Ratings, by Customer Figure 59: Ability to Report and Handle Exceptions Satisfaction Ratings, by Customer Figure 60: Artificial Intelligence (AI) Capabilities Satisfaction Ratings, by Customer Figure 61: Machine-Learning Capabilities Satisfaction Ratings, by Customer Figure 62: Accuracy and Tuning Capabilities Satisfaction Ratings, by Customer Figure 63: Attended Automation Capabilities Satisfaction Ratings, by Customer Figure 64: Unattended Automation Capabilities Satisfaction Ratings, by Customer Figure 65: Reporting and Dashboards Satisfaction Ratings, by Customer Figure 66: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer Figure 67: Product Effectiveness Ratings by Category Figure 68: Ability to Increase Productivity and Efficiency Satisfaction Ratings, by Customer Figure 69: Ability to Improve Quality Satisfaction Ratings, by Customer Figure 70: Ability to Support and Optimize Cross-Functional Processes Satisfaction Ratings, by Customer Figure 71: Ability to Improve the Customer Journey Satisfaction Ratings, by Customer Figure 72: Ability to Reduce FTE Requirements Satisfaction Ratings, by Customer Figure 73: Ability to Reduce Operating Costs Satisfaction Ratings, by Customer Figure 74: Ability to Reduce Customer Effort Satisfaction Ratings, by Customer Figure 75: Ability to Reduce Agent/Employee Effort Satisfaction Ratings, by Customer Figure 76: Ability to Reduce Training Time for Front- and Back-Office Staff Satisfaction Ratings, by Customer Figure 77: Ability to Address Regulatory and Compliance Requirements Satisfaction Ratings, by Customer Figure 78: Please list the top 3 ways you are using RPAs. Figure 79: What business units are using RPA? Figure 80: In what channels have you deployed RPA? Figure 81: What are the top 3-5 challenges you are addressing with your RPA solution? Figure 82: What are the top 3-5 strengths of your RPA solution? Figure 83: What product enhancements would you like to see? Figure 84: Given your experience with this vendor, would you recommend their product? Figure 85: Additional comments about your experience with the vendor and/or product. 10

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