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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

2018 Robotic Process Automation 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 2018 Robotic Process Automation Product and Market Report
出版日期: 2018年08月01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

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目錄

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.

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 front-and 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. AI-enabled 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.

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 12 - 18 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-to-market 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

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.

SAMPLE FIGURE

Attended and Unattended RPA/Bots

Table of Contents

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

  • 6.1. 2018 RPA Trends
  • 6.2. 2018 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

17. 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
    • 20.1.1. Vendor Satisfaction by Sub-Category and Customer
  • 20.2. Summary of Survey Findings and Analysis: Product Categories
    • 20.2.1. Product Satisfaction by Sub-Category and Customer
  • 20.3. Summary of Survey Findings and Analysis: Product Effectiveness
    • 20.3.1. Product Effectiveness by Sub-Category and Customer
  • 20.4. Customer Background and Insights
    • 20.4.1. Top RPA Use Cases
    • 20.4.2. Business Units Using RPA
    • 20.4.3. RPA Channel Support
    • 20.4.4. Top Challenges to Solve with an RPA
    • 20.4.5. Strengths of RPA Solutions
    • 20.4.6. Product Enhancements
    • 20.4.7. Product Recommendation
    • 20.4.8. Additional Comments

21. Company Reports

  • 21.1. Automation Anywhere
  • 21.2. Contextor
  • 21.3. NICE
  • 21.4. Pegasystems, Inc.
  • 21.5. Redwood Software
  • 21.6. UiPath
  • 21.7. Verint Systems

Appendix A: RPA Glossary of Terms

Appendix B: RPA Vendor Directory

TABLE OF FIGURES

  • 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, 2018 - 2022
  • 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
  • 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.
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