The definitive RPA product benchmarks: The overall picture across 359 superusers

In case you’ve been asleep for the last month, we recently announced the industry’s most comprehensive analysis (by far) of RPA product functionality, covering AntWorks, Automation Anywhere, BluePrism, Kofax, Kryon, NICE, Pega, Thoughtonomy, UiPath, and Workfusion.

We interviewed 359 superusers of RPA products (172 enterprises, 87 RPA advisors and 100 service provider RPA practitioners) across 40+ customer experience dimensions across the following 6 key dimensions:

  1. Features and functionality
  2. Integration and support
  3. Security and compliance
  4. Flexibility and scalability
  5. Embedding intelligence
  6. Achieving business outcomes

Here is how the overall satisfaction for RPA customer experience came out looking across the products

 

Key Highlights

  • RPA’s core functionality works but deployments are not as easy as promised.
  • RPA products offer adequate client support and training but IT skills are required. Some RPA products have made significantly more investments than others around client support.
  • Most RPA products performed well on security and compliance related assessment.
  • RPA products have shown satisfactory flexibility but clients are still confused about pricing models.
  • RPA products are not as intelligent as they claim to be (at least not yet!).
  • RPA satisfaction is middling. Clients have largely realized cost savings, but speed-to-market has not met expectations.

Take time to delve into the realities of RPA and some of the findings may just surprise you:

Premium HfS subscribers can access the HfS Benchmarking Report: Detailed Assessment of the 10 Leading RPA Products here

 

(Cross-posted @ Horses for Sources)


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Founder and Chief Executive Officer of HfS Research, the leading global research analyst organization covering global sourcing strategies. Acclaimed Industry Analyst and Consultant who scribes the leading blog for the services industry "Horses for Sources".  Previously worked  at AMR Research (Gartner Inc),  Deloitte Consulting’s BPO Advisory Services, the  Everest Group and  IDC .  In 2010, Phil was named “IIAR Analyst of the Year” by the Institute of Industry Analyst Relations (IIAR). This is the most coveted global award for industry analysts in technology and services.

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