North American Robotic Process Automation Market View for Customer Care, 2019

North American Robotic Process Automation Market View for Customer Care, 2019

Virtualizing the Workforce Enterprise-wide for Cost Reduction and Customer Experience Differentiation

RELEASE DATE
24-Jan-2019
REGION
North America
Research Code: 9AC4-00-1E-00-00
SKU: IT03795-NA-MR_22801

$1,500.00

Special Price $1,125.00 save 25 %

In stock
SKU
IT03795-NA-MR_22801

$1,500.00

$1,125.00 save 25 %

DownloadLink

Pay by invoice

ENQUIRE NOW

Description

The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), the Internet of Things (IoT), mobility, and cloud computing are a few examples of maturing technologies that are impacting this transformational movement. This transformation is particularly apparent in the realm of customer contact, as new technologies hold the promise of improving both the customer experience (CX) and employee experience (EX). It has manifested through the addition of new digital customer interaction channels, such as virtual assistants and bots, Web self-service and social networks, but is also being seen in the automation of back-office and contact center processes.

Robotic process automation (RPA) is one key technology that enables companies to address the fast pace of change across all areas of business. RPA has been used in businesses for more than 20 years; however, it is increasingly gaining attention as a key component in a company’s automation strategy because of the benefits it brings. RPA is software that automates rules-based processes that are often repetitive, error prone, and time consuming. The software mimics processes performed by employees, while improving the quality, consistency, and efficiency of the workforce. RPA software’s ‘robots/agents’ can mimic humans in handling countless types of processes, including inputting or manipulating data, triggering other processes, and communicating with other systems. In addition, RPA can be of a generalized nature, propagating data into desktop applications or documents, or can be highly customized, geared toward a specific vertical market or business area, such as accounting or finance.

RPA augments and complements other applications, such as back-office contact center applications, CRM, and business process management (BPM), without the requirement for complex application programming interfaces (API) or coding, thus allowing for quick deployment.
Businesses across markets have embraced RPA because it addresses key challenges, such as decreasing costs, maintaining compliance, reducing errors, and speeding up service delivery. Most recently RPA has been incorporated as a key strategic tool for automation in the labor-intensive and process-driven customer contact industry. For instance, RPA provides for virtual agents to automate tasks, processes and workflows, unassisted in the background, doing tasks and freeing up live agent resources for more complex work. RPA agents also can work alongside agents sharing task load or giving next best action and guided workflow for live agents.

Realizing the benefits above, both legacy RPA vendors and contact solution providers are focusing on expanding their RPA capabilities specifically to address customer service. This market update provides an updated overview of the impact RPA is having on customer contact, and looks at the various ways that it’s being employed, with use cases from key providers focusing on the contact center.

Author: Nancy Jamison

Table of Contents

Key Findings

Key Findings (continued)

Robotic Process Automation—Market Definition

Business Benefits of an RPA Workforce

Benefits of Deploying RPA in the Contact Center

Benefits of Deploying RPA in the Contact Center (continued)

Key Areas for RPA Effectiveness

Challenges in Deploying Bot Technology

Recent/Emerging RPA Advancements

Levers for Growth

Growth Opportunity 1—Cross-Organization Process Automation: Center of Excellence

Growth Opportunity 2—Contact Center Automation

Growth Opportunity 3—Security and Compliance

Growth Opportunity 4—Vertical Market: Finance

Growth Opportunity 5—Vertical Market Opportunity: Healthcare

Growth Opportunity 5—Vertical Market Opportunity: Insurance

Representative Market Landscape

Vendor Profile—Automation Anywhere

Example—Center of Excellence Dashboard Showcasing RPA ROI

Use Case—Automation Anywhere: Financial Services (Improved CX and Operational Efficiencies)

Vendor Profile—Blue Prism

Blue Prism—Healthcare: Improve Patient Experience

Vendor Profile—Jacada

Use Case—Jacada: Improving Employee Engagement and Increasing Productivity

Vendor Profile—Kryon

Kryon—Telecommunications: Increased FCR and Error Reduction

Vendor Profile—NICE

NICE Automation Finder

NEVA with Chat Agent

NICE—Business Process Outsourcing: Manage Highly Technical Interactions and Increase Upsell/Cross Sell

Vendor Profile—OnviSource

OnviSource—Telecommunications: Integrate Disparate Applications for Insights and Improved CSAT

Vendor Profile—Verint

Use Case—Verint: Multinational Financial Services Company (Improve CX and Operational Efficiency)

Strategic Imperatives for Success and Growth

Strategic Considerations

Strategic Considerations (continued)

The Future of RPA

Legal Disclaimer

Contact Center Abbreviations and Acronyms

Abbreviations and Acronyms Used

Abbreviations and Acronyms Used (continued)

The Frost & Sullivan Story

Value Proposition—Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), the Internet of Things (IoT), mobility, and cloud computing are a few examples of maturing technologies that are impacting this transformational movement. This transformation is particularly apparent in the realm of customer contact, as new technologies hold the promise of improving both the customer experience (CX) and employee experience (EX). It has manifested through the addition of new digital customer interaction channels, such as virtual assistants and bots, Web self-service and social networks, but is also being seen in the automation of back-office and contact center processes. Robotic process automation (RPA) is one key technology that enables companies to address the fast pace of change across all areas of business. RPA has been used in businesses for more than 20 years; however, it is increasingly gaining attention as a key component in a company’s automation strategy because of the benefits it brings. RPA is software that automates rules-based processes that are often repetitive, error prone, and time consuming. The software mimics processes performed by employees, while improving the quality, consistency, and efficiency of the workforce. RPA software’s ‘robots/agents’ can mimic humans in handling countless types of processes, including inputting or manipulating data, triggering other processes, and communicating with other systems. In addition, RPA can be of a generalized nature, propagating data into desktop applications or documents, or can be highly customized, geared toward a specific vertical market or business area, such as accounting or finance. RPA augments and complements other applications, such as back-office contact center applications, CRM, and business process management (BPM), without the requirement for complex applic
More Information
No Index No
Podcast No
Author Nancy Jamison
Industries Information Technology
WIP Number 9AC4-00-1E-00-00
Is Prebook No
GPS Codes 9705-C1,9661,9857-76,9723