Businesses must adapt to the evolving digital landscape to remain competitive and resilient. As manual operations continue to present scalability and accuracy challenges, organizations are increasingly shifting toward digital, automated, and intelligent processes. Intelligent Automation (IA) has become foundational in enabling enterprises to boost productivity and efficiency, especially amid cost optimization pressures in uncertain economic conditions.. Intelligent Process Automation (IPA) is among the most effective digital transformation drivers. Recognizing growing enterprise demand, solution providers are rapidly evolving their offerings to embed advanced technologies such as agentic AI, generative AI, and orchestration frameworks into their IPA portfolios.. Everest Group defines IPA as the application of IA in business processes through a combination of technologies, including RPA and cognitive/AI-based automation. This report presents detailed profiles of 24 leading IPA solution providers and evaluates their offerings and capabilities. It enables IPA buyers to identify the best-fit providers based on their specific automation goals. Additionally, it will enable solution providers to assess how their capabilities and offerings stack up against those of their competitors. Scope IPA solutions: includes the sourcing of IPA technology products bundled with consulting, implementation, and maintenance services. It does not include traditional BPO services IPA services only: includes consulting, implementation, and maintenance of IPA solutions The report excludes IPA technology products licensed independently or embedded within broader BPO deals Coverage: all industries and geographies Contents This report provides a detailed view of 24 IPA solution providers’ capabilities. Each profile includes the company’s: Overview and recent deals and announcements IPA revenue and FTE mix Solutions portfolio

AI, including generative AI, has moved beyond being an emerging technology confined to experimentation to being integral to enterprise strategies. Across industries, organizations are experiencing measurable gains from pilot projects in areas such as productivity improvement. The next logical step is to scale these initiatives from pilot stages to full-scale production to unlock their transformative potential. However, transitioning from pilot to production is a complex journey that demands addressing various challenges and adopting success factors. Enterprises must tackle essential aspects such as defining an enterprise-wide AI strategy, prioritizing AI use cases, establishing an effective AI operating model, ensuring data readiness, building AI talent, implementing a scalable AI technology stack, and integrating responsible AI practices. Success in scaling AI depends on clearly understanding these factors, avoiding common pitfalls, and adopting best practices. Scope All industries and geographies Contents In this report, we delve into the essential aspects of scaling AI, providing insights into: AI and generative AI’s strategic importance Key business drivers behind AI adoption The current state of AI and generative AI adoption The success factors to scale AI from pilot to production Common pitfalls to avoid while scaling AI initiatives Future trends and outlook in AI

To stay competitive, companies are transitioning to a digital-first business model. Manual processes present numerous challenges, prompting enterprises to seek superior alternatives in digital, automated, and intelligent business practices. Intelligent Automation (IA) boosts productivity and streamlines processes. With rapid generative AI advances, enterprises are accelerating automation initiatives and prioritizing more adaptive, context-aware, and human-like automation solutions that enhance decision-making and process optimization. Additionally, agentic AI is emerging as a key enabler, allowing AI-powered systems to execute complex tasks autonomously while continuously learning and improving. In response, providers are adopting Intelligent Process Automation (IPA). IPA helps businesses navigate market complexities with increased agility and clarity. In this report, we examine 24 IPA solution providers’ capabilities and position them on Everest Group’s PEAK Matrix® as Leaders, Major Contenders, Aspirants, and Star Performers. The report enables buyers to select the right-fit providers for their needs and empowers providers to benchmark themselves against each other. Scope All industries and geographies IPA solutions: Sourcing IPA technology products, along with consulting, implementation, and maintenance services, but no traditional BPO services IPA services: Sourcing IPA services such as consulting, implementation, and maintenance This report does not cover IPA technology products that are licensed independently or embedded in broader BPO deals Contents In this report, we: Assess the IPA solutions provider market Position IPA solution providers as Leaders, Major Contenders, Aspirants, and Star Performers Compare providers’ key strengths and limitations

In today’s era of rapid digital disruptions, businesses are under significant pressure to enhance operational efficiencies, reduce costs, and deliver exceptional customer experiences. Increasing process complexities, the need for faster turnaround times, and the ever-evolving stakeholder expectations further amplify the demand for innovation. As organizations strive to remain competitive, they are transitioning from isolated digital tools to comprehensive solutions that unify capabilities across the automation spectrum. Intelligent Automation Platforms (IAPs) address these challenges by consolidating process mining, Robotic Process Automation (RPA), AI, and document processing into a unified ecosystem. These platforms enable seamless discovery, automation, and orchestration of end-to-end business processes. With advanced tools to detect inefficiencies, automate repetitive tasks, and integrate human and machine workflows, IAPs streamline operations, enhance decision-making, and drive superior outcomes. In this report, we provide accurate, comprehensive, and fact-based snapshots of 13 IAP providers’ offerings and capabilities. Each profile covers the provider’s recent deals and announcements, market adoption and client portfolio mix, product overview and partnerships, product features, functionalities, and key enhancements. The report enables providers to benchmark themselves against competitors and empowers IAP software buyers to assess providers based on their capabilities. Scope All industries and geographies Contents In this report, we evaluate 13 IAP providers and include: Company overview Recent deals and announcements Product overview Market adoption and client portfolio mix Product features, functionalities, and enhancements Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

The need to evolve into a digital-first business is becoming increasingly vital as manual operations lead to inefficiencies and limit scalability. Additionally, enterprises struggle with rising inflation, economic slowdowns, geopolitical tensions, and supply chain disruptions. To stay competitive, enterprises must make automation a strategic priority. Robotic Process Automation (RPA) is the cornerstone of enterprise automation, which is strengthened by Intelligent Document Processing (IDP), process mining, task mining, API-based automation, process orchestration, and conversational AI. RPA offers several enterprise benefits, including improved operational efficiency and productivity, increased cost savings, and enhanced customer and employee experiences. However, organizations must choose the right enterprise-grade RPA solution that aligns with their specific needs to harness RPA’s benefits. In this report, we provide accurate, comprehensive, and fact-based snapshots of 27 RPA technology providers’ offerings and capabilities. Each profile covers the provider’s recent deals and announcements, market adoption and client portfolio mix, product overview and partnerships, product features, functionalities, and key enhancements. The report enables providers to benchmark their capabilities against competitors and empowers RPA software buyers to assess the providers based on their capabilities. Scope All industries and geographies Contents In this report, we evaluate 27 RPA technology providers and include: Company overview Recent deals and announcements Product overview Market adoption and client portfolio mix Product features, functionalities, and enhancements Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

In a rapidly evolving landscape of technology advances and shifting market demands, Conversational AI (CAI) drives business transformation. With a focus on internal innovation as a precursor to external success, this report highlights how CAI enhances employee productivity, streamlines operations, drives customer engagement, and automates intricate workflows. In this report, we examine CAI’s role in achieving internal efficiency and external excellence and present a comprehensive roadmap for its adoption and implementation. The report highlights CAI’s transformative impact by prioritizing its deployment in internal departments, such as HR and IT. Building on this foundation, organizations can scale CAI across the enterprise and extend its application to external-facing processes, highlighting its critical role in enabling end-to-end business transformation. The report highlights CAI’s vital role in shaping business strategies, offering actionable insights for its adoption, and showing its ability to deliver personalized interactions and improve operational efficiency. Scope All industries and geographies Contents In this report, we: Analyze CAI’s strategic importance in shaping business strategies Offer a comprehensive enterprise roadmap for effective CAI adoption Examine how CAI drives holistic business transformation across organizational processes Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

UiPath announced new features under its agentic and intelligent automation capabilities at its FORWARD event, which took place October 21-24, 2024, in Las Vegas, United States. The event highlighted UiPath’s AI-led automation-related efforts across industries to improve operational efficiency, boost employee productivity, and enhance customer experience. In this report, we analyze the new features, including how well UiPath’s offerings align with enterprise objectives and requirements, and identify the strengths and improvement areas. Scope All industries and geographies The report assesses the announcements UiPath made during its FORWARD 2024 event Contents In this report, we: Outline key AI-led automation objectives and requirements Examine themes driving and limiting demand Detail UiPath’s current positioning and its AI and intelligent automation offerings Analyze the new features’ strengths and improvement areas Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

With repetitive manual tasks straining limited resources and escalating labor costs, businesses are pressured to do more with less. Additionally, the growing complexity of business processes and rising customer expectations for speed and accuracy highlight the need for holistic solutions with multiple capabilities. While businesses started their digital transformation journeys with a best-of-breed approach, the demand for best-in-class solutions has gained traction due to the rising need for integrated technologies and provider consolidation. To address this demand, technology providers are integrating technologies across rules-based automation, AI-based automation, process intelligence, and process orchestration on a single platform that meets businesses’ digital transformation requirements. With Intelligent Automation Platforms (IAP), technology providers aim to become a one-stop shop for all automation-related enterprise requirements. While IA technologies such as process mining and DII help in the discovery of processes and automation opportunities, RPA, IDP, and AI are essential to automate business operations. Process orchestration acts as the central control hub which ties in all the technologies and human workforce together, providing integrated workflow management and monitoring. Integrating IA technologies into a single platform ensures seamless information flow and streamlined workflows, enhancing efficiency and effectiveness. In this report, we analyze 13 IAP providers featured on Everest Group’s PEAK Matrix® framework based on their capabilities and offerings. The report will help buyers select the right technology provider for their needs and enable providers to benchmark themselves against their competition. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading IAP providers, client reference checks, and an ongoing analysis of the IAP market Contents In this report, we: Analyze 13 IAP providers Position the providers on Everest Group’s PEAK Matrix® framework as Leaders, Major Contenders, and Aspirants Assess IAP products and their applications Examine the IAP provider market Assess key IAP technology trends Compare providers’ key strengths and limitations Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

Conversational AI encompasses advanced technologies, such as intelligent virtual agents, chatbots, voice assistants, and agent assist tools, designed to facilitate human-like interactions between businesses and customers. These solutions leverage natural language processing and machine learning to automate communication across channels such as websites, messaging apps, and voice interfaces, enabling personalized, real-time responses. Conversational AI streamlines both customer-facing and internal processes, driving operational efficiency, improving user experiences, and offering 24/7 support across industries such as e-commerce, banking, and healthcare. Customized Large Language Models (LLMs) are boosting personalization and contextual understanding, while new ecosystems combining conversational AI and generative AI are driving more intelligent and adaptive customer interactions. This report comprehensively outlines the conversational AI market, including top providers, technology ecosystems, adoption drivers, and buyer insights. It also explores how generative AI can enhance conversational AI capabilities, revolutionizing customer engagement and offering businesses a competitive edge in a rapidly evolving digital landscape. Scope All industries and geographies Contents In this report, we provide: An overview of conversational AI solutions’ provider landscape and partnership ecosystem Conversational AI solutions’ market size and adoption trends across buyer geography, size, industry, and business function Insights into the impact of generative AI and LLMs on conversational AI solutions Buyer insights, adoption drivers, future outlook, and barriers to conversational AI adoption Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

Organizations are turning to automation to redesign business processes and boost operational efficiency in the face of a global economic slowdown, geopolitical complexities, and ongoing talent shortages. Intelligent automation platforms now drive end-to-end process automation, incorporating new technologies – such as intelligent document processing, process mining, digital interaction intelligence, task mining, API-based automation, process orchestration, and conversational AI – to enhance efficiency and Robotic Process Automation (RPA) outcomes. Furthermore, generative AI revolutionizes automation by handling complex cognitive tasks and empowering citizen developers to build and deploy bots, integrating business users into the automation process. Enterprises benefit from RPA through better operational efficiency, improved customer and employee experiences, and strategic workforce engagement. Enterprises, GBS organizations, and providers across industries are investing heavily in RPA, making it a top-growing software market. In this report, we study 27 RPA technology providers and position them on Everest Group’s PEAK Matrix®, categorizing them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. The research will help buyers select the right-fit technology providers for their needs, while technology providers will be able to benchmark themselves. Scope All industries and geographies Contents This PEAK Matrix® report examines: Everest Group’s PEAK Matrix® evaluation of RPA technology providers and their categorization into Leaders, Major Contenders, and Aspirants The RPA technology provider market’s competitive landscape Key RPA technology trends Each RPA technology provider’s key strengths and limitations Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management