The Rise of RPA Will Drive Higher Levels of Service Excellence

A Forrester Consulting Study Commissioned by NICE

January 21, 1:00 pm EST

This 2019 survey-based research study highlights the rapid growth of the RPA market and the impact on customer service efficiency and delivery. According to Forrester’s research, global spending on RPA is set to continue during 2019 (predicted to exceed $5 billion) and by 2023 is expected to top $12 billion. However, as the need for rapid digitization has pushed Robotic Process Automation (RPA) to a prominent position in automation strategies, deployments are still the tip of the iceberg. 


After surveying and interviewing RPA business leaders and users of RPA technology (employees), some of the following insights were revealed.


  • 80% of business leaders interviewed by Forrester consider RPA an important investment to improve customer service efficiency.
  • Both managers and employees highlighted manual errors as a top issue, revealing that quality of work is a concern and a key driver for RPA adoption.
  • In the Age of the Customer, RPA is a crucial tool for human agents to reduce focus on systems and develop their customer-centric skills. As such, RPA is considered to be important in improving customer service team efficiency (80%), enabling a more holistic view of the customer.

Download the Study

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