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Forrester Now Tech: Robotic Process Automation Services, Q4 2018

Analyst Report

In 2019, Forrester predicts that automation will become the tip of the digital transformation spear, impacting everything from infrastructure to customers to business models. While early automation implementations focused on cost, this next generation will achieve multiple goals, including driving both customer and employee experience, changing the nature of work, and even empowering the next generation of startup companies. In the coming year, Forrester expects to see significant investments in core technologies like RPA, the emergence of organizational structures like centers of excellence, and the use of frameworks to identify and strategize automation opportunities.

In this recent Forrester Now Tech: Robotic Process Automation Services, Q4 2018 report, analysts Leslie Joseph and Craig Le Clair explore how technologists are leveraging the scale and speed of automation to drive new levels of customer value such as deeper personalization, faster time-to-customer, higher quality and dependability and greater levels of security. To unlock these benefits, organizations must understand how to focus on the right strategic strengths of key RPA technologies and partner with the appropriate vendor to jump-start, scale and de-risk automation engagements.

Forrester categorizes 39 RPA service vendors into four capability segments to address the providers’ functionality in operating models that support scale, capabilities in broad-based transformation, and flexible approaches to customer-specific needs. EPAM was included as an Integrated Service Provider, offering implementation services for enterprise applications such as ERP, CRM and line of business and BPO services, as well as partnerships with a vast ecosystem of ISVs, including process platforms. Vendors in this category recognize that RPA is a steppingstone to supporting more strategic digital transformation objectives.

To learn more about the role that service vendors play in the RPA ecosystem, we invite you to download a complimentary copy of this report.

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