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
24-Jan-2019
North America
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
Popular Topics
No Index | No |
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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 |