Buyer Insights and Satisfaction with Robotic Process Automation (RPA) 2021

4 Dec 2020
by Amardeep Modi, Akash Munjal

Robotic Process Automation (RPA) has been one of the fastest growing markets in the enterprise automation segment in the past decade, and the COVID-19 pandemic has further accelerated its adoption across industries and geographies. RPA has been a key enabler for organizations in achieving cost savings, greater operational efficiency and quality, increased workforce productivity, and enhanced customer and employee experience. Encouraged by a growing number of success stories and positive word of mouth, many enterprises, Global Business Services (GBS) firms, and service providers are investing in RPA. However, to achieve success, it is critical to select the right enterprise-grade RPA technology partner.
This report analyzes the RPA technology market across various dimensions, such as the impact of COVID-19 on enterprises and automation initiatives, key drivers for enterprises to adopt RPA, buyers’ vendor selection criteria, buyer satisfaction with vendor capabilities, and key strengths and areas of improvement according to buyers.


  • All geographies and industries
  • We have analyzed feedback from more than 65 buyers of 21 leading RPA technology vendors – Appian, Automation Anywhere, AutomationEdge, Blue Prism, Datamatics, ElectroNeek, HelpSystems, Intellibot, Jacada, Kofax, Kryon, NICE, Nintex, Nividous, Pegasystems, Perpetuuiti, Qruize, Servicetrace, Softomotive, UiPath, and WorkFusion.


In this report, we study the following topics:

  • Impact of COVID-19 on enterprises and automation initiatives
  • Adoption drivers and vendor selection criteria
  • Buyer satisfaction with the products/vendors in meeting objectives
  • Buyer satisfaction with the product/vendor capabilities
  • Buyers’ future engagement plans with their current vendors


Service Optimization Technologies (SOT)

Sourcing and Vendor Management


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