Upshifting Value and Talent through Robotic Process Automation (RPA)

2 Feb 2016
by Eric Simonson

Executive Summary

Robotic Process Automation (RPA) is fast emerging as a new and powerful tool to drive productivity for Business Process Services (BPS) delivery. Its broad-based adoption in the past two to three years has created a compelling avenue to pursue the next wave of productivity and quality gains for the enterprise.

Global In-house Centers (GICs) are an integral part of BPS delivery for enterprises and have the advantage of a scaled and established foundation. Given that continuous productivity improvement is table stakes for every GIC, and RPA offers an attractive means to drive significant improvements, the combination of RPA and GICs represents a unique synergy. As many realize that adoption of RPA in GICs is no longer a matter of “if” but “when”, it is not surprising that a number of GICs have already implemented or are actively pursuing RPA initiatives.

The Banking, Financial Services, and Insurance (BFSI) sector is at the forefront of adoption of RPA in GICs. This is especially the case for banking GICs that have already achieved a high degree of maturity and are deploying RPA to deliver the next wave of efficiency and value.

This whitepaper analyzes the distinct position of GICs to provide leadership in the robotic automation journey for their enterprises. The whitepaper discusses:

  • Importance of GICs in driving RPA for the enterprise
  • Characteristics of GICs that are likely to find RPA attractive
  • Success stories of RPA in GICs
  • Keys to success for GICs looking to adopt RPA

This whitepaper is based on Everest Group’s extensive research examining the state of RPA and the broader topic of Service Delivery Automation (SDA). The whitepaper leverages Everest Group’s ongoing primary and secondary research encompassing enterprises, technology vendors, GICs, and other relevant industry stakeholders.


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