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市場調查報告書

機器人流程自動化 (RPA:Robotic Process Automation) 及桌面分析 (DA)的產品及市場:2017-2018年

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

出版商 DMG Consulting LLC 商品編碼 547706
出版日期 內容資訊 英文
商品交期: 最快1-2個工作天內
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機器人流程自動化 (RPA:Robotic Process Automation) 及桌面分析 (DA)的產品及市場:2017-2018年 2017- 2018 Robotic Process Automation and Desktop Analytics Product and Market Report
出版日期: 2017年08月23日 內容資訊: 英文
簡介

本報告提供機器人流程自動化 (RPA:Robotic Process 調查Automation) 及桌面分析 (DA)的產品及市場,產品、技術概要,解決方案的各種傳輸模式,主要趨勢與課題,市場上主要革新,詳細功能和分析,主要供應商和提供解決方案,利用案例、優點、ROI,消費者的想法和供應商的滿意度分析等彙整資料。

第1章 摘要整理

第2章 簡介

第3章 調查手法

第4章 服務提供模式

第5章 所謂機器人流程自動化 (RPA:機器人流程自動化)

第6章 所謂桌面分析 (DA)

第7章 RPA vs DA

第8章 功能概要:摘要

第9章 技術概要:摘要

  • 管理/設計、開發環境
  • 整合
  • 安全、遵守
  • 行動

第10章 RPA、DA:各種趨勢與課題

第11章 RPA、DA:市場上革新

  • 產品的新功能
  • 新的能力

第12章 DA:改善客戶經驗的能見度與提供洞察力

  • 在客戶經驗中重要的後台管理部門
  • 打破前後台的垂直分割結構的最佳實行
  • 客服中心、後台、企業的DA解決方案利用:前十大供應商

第13章 詳細功能分析

  • RPA
  • 工作流程
  • 對員工的即時指導/Next-Best-Action
  • 流程自動化
  • 活動追蹤
  • 系統性能分析
  • 儀表板、匯報、分析

第14章 市場活動

第15章 市場預測

第16章 競爭環境

  • 供應商摘要

第17章 RPA、DA供應商與解決方案

  • 企業概要
  • 打入市場策略
  • 支援市場部門
  • 供應商的RPA、DA產品
  • 包裝解決方案

第18章 實行相關分析

  • 實行流程
  • 最佳業務實踐
  • 訓練&專業服務
  • 維護、持續的支援

第19章 優點、ROI

第20章 對供應商的顧客滿意度分析

  • 調查手法
  • 調查結果詳細內容與分析
  • 消費者的本意

第21章 價格趨勢

  • 自建
  • 雲端基礎
  • 管理服務

第22章 企業報告

  • Cicero, Inc.
  • NICE
  • OpenConnect Systems Incorporated
  • Pegasystems, Inc.
  • UiPath
  • Verint Systems

附錄:供應商目錄

目錄

This is DMG Consulting's first report to cover robotic process automation (RPA) and third report on desktop analytics (DA). This Report is intended to explore these related but distinct IT sectors that are helping companies with their digital transformations. The emphasis in the Report is on the service-related uses of RPA and DA in contact centers and the back office. RPA, in particular, is capturing the attention of executives who want to improve productivity and quality. This Report closely examines these high-value solutions and is intended to help enterprises select the right products for their operating environment.

Robotics process automation is a “hot” technology due to the significant and proven benefits these solutions are contributing to enterprises. Vendors are creating robots to automate many rote tasks, such as cut-and-paste, that previously had to be done by agents. RPA is not a new concept or technology; it is essentially workflows targeted to address specific tasks on an attended or unattended basis. Today, however, the time is right for RPA, because many organizations are searching for new ways to realize productivity improvements. Adoption of RPA is increasing, as companies realize that automating even a small fraction of their employees' activity can yield significant time and cost savings.

Desktop analytics has been around for years, and has many potential applications and benefits. Its primary use is to track everything that employees do at their desktops. DA can identify the actions that employees should be taking and provide real-time guidance or next-best-action recommendations to steer them in the right direction. Organizations also find DA valuable for masking personal or sensitive information in customer transactions. Desktop analytics is needed more than ever to identify the employee and customer trends and opportunities contained in desktop activities. RPA takes it to the next level, enabling organizations to take the DA output and put it to work to improve compliance, performance, accuracy, quality and productivity in desktop activities.

RPA solutions support two primary methods of automation: attended and unattended. Both automate processes by emulating human workers. Attended automation delivers efficiency and productivity improvements to agents and back-office workers by automating repetitive and non-cognitive tasks. Unattended automation is used to fully automate high-volume transaction-based activities and processes. In the future, artificial intelligence (AI) is expected to be embedded into these solutions, further enhancing their contributions and benefits.

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. And because robots do not need tire, take breaks or make mistakes, RPA improves productivity, work quality and customer satisfaction. As wonderful as it is to achieve these significant gains, the downside of RPA is that increased automation may result in staff reductions.

DMG expects RPA to experience “hockey stick” growth, due to the dynamics of this emerging IT sector: low risk, rapid and easy implementations and high returns. Companies are starting slowly, automating just a few activities with RPA solutions until they can see quantifiable benefits. Once they achieve success, they are quickly adding new robots to automate tasks throughout the enterprise.

The 2017 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 Reasons to Buy 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

Report Highlights

  • RPA technology is ready for prime time: Companies in all industries are seeking ways to increase their productivity. By applying targeted robots, RPA solutions free employees from mundane tasks and enable them to be redeployed to more valuable activities. As robots do not make human errors, companies also benefit from increased work quality and customer satisfaction.
  • DA and RPA are distinct but highly complementary applications: The digital transformation throughout enterprises is creating a greater need and broader opportunities for desktop analytics and robots. DA is necessary more than ever to provide visibility, insight and analytics about the growing amount of activity taking place on employee desktops. Once DA identifies trends and opportunities to enhance performance, robots can be deployed to improve compliance, accuracy, quality and productivity.
  • Adoption of RPA solutions is growing quickly: RPA has an almost unlimited number of potential uses in enterprises. It is a technology that is appreciated by management, employees and customers alike. By automating even a few activities previously handled by contact center agents or back-office staff, companies are realizing significant time and cost savings, and the benefits increase as RPA is introduced for a wide variety of uses throughout the enterprise.
  • The future looks bright for RPA: Many companies have decided that RPA is a worthwhile investment, particularly because the vendors are making their solutions easy to use. The RPA market is expected to see “hockey stick” growth during the next 3 - 5 years from both attended and unattended uses of RPA automation.

SAMPLE FIGURE

Robotic Process Automation (RPA)

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting 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

TABLE 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.
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