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Robotic Process Automation Market Outlook for Customer Care, 2017

Robotic Process Automation Market Outlook for Customer Care, 2017

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.


  • Executive Summary
    • Key Findings
  • Market Definition
    • Robotic Process Automation-Market Definition
    • Business Benefits of an RPA Workforce
    • Benefits of Deploying RPA in the Contact Center
    • Key Areas for RPA Effectiveness
  • Growth Opportunities and Companies to Action
    • Levers for Growth
    • Growth Opportunity 1-Cross-Organization Process Automation
    • Growth Opportunity 2-Contact Center Automation
    • Growth Opportunity 3-Security & Compliance
    • Growth Opportunity 4-Vertical Market: Finance
    • Growth Opportunity 5-Vertical Market Opportunity: Insurance
    • Strategic Imperatives for Success and Growth
    • Market Landscape
    • Vendor Profile-Blue Prism
    • Blue Prism-Healthcare: Improve Patient Experience
    • Vendor Profile-Cicero
    • Cicero-Financial Services: Provide Exceptional Customer Service
    • Vendor Profile-Kore.ai
    • Kore.ai-CPG Contact Center: Where to Find Products?
    • Kore.ai-Contact Center: Agent Handoff
    • Vendor Profile-NICE
    • NICE-Financial Services: Credit Card Fraud Detection
    • Vendor Profile-SpiceCSM
    • Use Case-SpiceCSM: Improving Inbound Sales Efficiency & Close Rate
    • Vendor Profile-Verint
    • Use Case-Verint: Telco - Increase Contact Center Accuracy
    • Vendor Profile-UiPath
    • Use Case-UIPath: Entertainment
    • Strategic Considerations

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