Robotic Process Automation Market Outlook for Customer Care, 2017

Taking Advantage of Breakthroughs in Speech Technologies, Artificial Intelligence, and Machine Learning Can Power Up the Contact Center

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Breakthroughs in artificial intelligence (AI), machine learning (MI), big data, and speech technologies have enabled breakthroughs in automating both back and front office processes. Robotic Process Automation (RPA), which provides for virtual agents to automate work flow now offers unprecedented opportunities for reducing costs, increasing accuracy, speeding service delivery, maintaining compliance, and improving the customer experience, across industries.

Table of Contents

Robotic Process Automation Market Outlook for Customer Care, 2017Executive SummaryKey FindingsMarket DefinitionRobotic Process Automation—Market DefinitionBusiness Benefits of an RPA WorkforceBenefits of Deploying RPA in the Contact Center Benefits of Deploying RPA in the Contact Center (continued)Key Areas for RPA EffectivenessGrowth Opportunities and Companies to ActionLevers for GrowthGrowth Opportunity 1—Cross-Organization Process AutomationGrowth Opportunity 2—Contact Center AutomationGrowth Opportunity 3—Security & ComplianceGrowth Opportunity 4—Vertical Market: FinanceGrowth Opportunity 5—Vertical Market Opportunity: InsuranceStrategic Imperatives for Success and Growth Market LandscapeVendor Profile—Blue PrismBlue Prism—Healthcare: Improve Patient ExperienceVendor Profile—CiceroCicero—Financial Services: Provide Exceptional Customer ServiceVendor Profile——CPG Contact Center: Where to Find Products?—Contact Center: Agent HandoffVendor Profile—NICENICE—Financial Services: Credit Card Fraud DetectionVendor Profile—SpiceCSMUse Case—SpiceCSM: Improving Inbound Sales Efficiency & Close RateVendor Profile—VerintUse Case—Verint: Telco – Increase Contact Center AccuracyVendor Profile—UiPathUse Case—UIPath: Entertainment Strategic ConsiderationsStrategic Considerations (continued)Legal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy


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