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class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/analytics-and-data/artificalintelligencemachinelearning" class="minimal-mobile-menu-link"><span>AI & Machine Learning</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/analytics-and-data/analytics" class="minimal-mobile-menu-link"><span>Analytics</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/analytics-and-data/data-intelligence" class="minimal-mobile-menu-link"><span>Data Intelligence</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/analytics-and-data/data-operations" class="minimal-mobile-menu-link"><span>Data 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href="https://www.isg-research.net/focus/artificial-intelligence/computer-vision" class="minimal-mobile-menu-link"><span>Computer Vision</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.ventanaresearch.com/focus/artificial-intelligence/deep-learning" class="minimal-mobile-menu-link"><span>Deep Learning</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/artificial-intelligence/generative-ai" class="minimal-mobile-menu-link"><span>Generative AI</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/artificial-intelligence/mlops" class="minimal-mobile-menu-link"><span>Machine Learning Operations</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/artificial-intelligence/model-building-and-llm" class="minimal-mobile-menu-link"><span>Model Building & Large Language Models</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/artificial-intelligence/natural-language-processing" class="minimal-mobile-menu-link"><span>Natural Language Processing</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/customerexperience" class="minimal-mobile-menu-link"><span>Customer Experience</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/agentmanagement" class="minimal-mobile-menu-link"><span>Agent Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/contactcenter" class="minimal-mobile-menu-link"><span>Contact Center</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/customerexperiencemanagement" class="minimal-mobile-menu-link"><span>Customer Experience Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/fieldservice" class="minimal-mobile-menu-link"><span>Field Service</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/intelligentselfservice" class="minimal-mobile-menu-link"><span>Intelligent Self-Service</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/customerexperience/voiceofthecustomer" class="minimal-mobile-menu-link"><span>Voice of the Customer</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/digitalbusiness" class="minimal-mobile-menu-link"><span>Digital Business</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/digital-applications" class="minimal-mobile-menu-link"><span>Digital Applications</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/digitalcommunications" class="minimal-mobile-menu-link"><span>Digital Communications</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/digital-intelligence" class="minimal-mobile-menu-link"><span>Digital Intelligence</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/digital-operations" class="minimal-mobile-menu-link"><span>Digital Operations</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/experiencemanagement" class="minimal-mobile-menu-link"><span>Experience Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/generative-ai" class="minimal-mobile-menu-link"><span>Generative AI</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/performancemanagement" class="minimal-mobile-menu-link"><span>Performance Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/sustainabilityandesg" class="minimal-mobile-menu-link"><span>Sustainability & ESG</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitalbusiness/workmanagement" class="minimal-mobile-menu-link"><span>Work Management</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/digitaltechnology" class="minimal-mobile-menu-link"><span>Digital Technology</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/businesscontinuity" class="minimal-mobile-menu-link"><span>Business Continuity</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/cloudcomputing" class="minimal-mobile-menu-link"><span>Cloud Computing</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/devops" class="minimal-mobile-menu-link"><span>DevOps and Platforms</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/digitalsecurity" class="minimal-mobile-menu-link"><span>Digital Security</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/intelligentautomation" class="minimal-mobile-menu-link"><span>Intelligent Automation</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/internetofthings" class="minimal-mobile-menu-link"><span>IoT and Edge Computing</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/itops" class="minimal-mobile-menu-link"><span>ITOps</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/it-service-management" class="minimal-mobile-menu-link"><span>IT Service Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/digitaltechnology/observability" class="minimal-mobile-menu-link"><span>Observability</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/humancapitalmanagement" class="minimal-mobile-menu-link"><span>Human Capital Management</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/employeeexperience" class="minimal-mobile-menu-link"><span>Employee Experience</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/learningmanagement" class="minimal-mobile-menu-link"><span>Learning Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/payrollmanagement" class="minimal-mobile-menu-link"><span>Payroll Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/talentmanagement" class="minimal-mobile-menu-link"><span>Talent Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/totalcompensationmanagement" class="minimal-mobile-menu-link"><span>Total Compensation Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/humancapitalmanagement/workforcemanagement" class="minimal-mobile-menu-link"><span>Workforce Management</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/marketing" class="minimal-mobile-menu-link"><span>Marketing</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/customerdataplatforms" class="minimal-mobile-menu-link"><span>Customer Data Platforms</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/digitalexperienceplatforms" class="minimal-mobile-menu-link"><span>Digital Experience Platform</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/digitalmarketing" class="minimal-mobile-menu-link"><span>Digital Marketing</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/intelligentmarketing" class="minimal-mobile-menu-link"><span>Intelligent Marketing</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/marketingperformancemanagement" class="minimal-mobile-menu-link"><span>Marketing Performance Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/marketing/productexperiencemanagement" class="minimal-mobile-menu-link"><span>Product Experience Management</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/officeoffinance" class="minimal-mobile-menu-link"><span>Office of Finance</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/businessplanning" class="minimal-mobile-menu-link"><span>Business Planning</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/digitalfinance" class="minimal-mobile-menu-link"><span>Digital Finance</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/erpandcontinuousaccounting" class="minimal-mobile-menu-link"><span>ERP & Continuous Accounting</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/consolidate-and-close-management" class="minimal-mobile-menu-link"><span>Consolidate & Close Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/procure-to-pay" class="minimal-mobile-menu-link"><span>Procure-to-Pay</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeoffinance/order-to-cash" class="minimal-mobile-menu-link"><span>Order-to-Cash</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/officeofrevenue" class="minimal-mobile-menu-link"><span>Office of Revenue</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/digitalcommerce" class="minimal-mobile-menu-link"><span>Digital Commerce</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/partnermanagement" class="minimal-mobile-menu-link"><span>Partner Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/revenuemanagement" class="minimal-mobile-menu-link"><span>Revenue Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/revenueperformancemanagement" class="minimal-mobile-menu-link"><span>Revenue Performance Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/salesengagement" class="minimal-mobile-menu-link"><span>Sales Engagement</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/officeofrevenue/subscriptionmanagement" class="minimal-mobile-menu-link"><span>Subscription Management</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/operationsandsupplychain" class="minimal-mobile-menu-link"><span>Operations & Supply Chain</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/continuousplanning" class="minimal-mobile-menu-link"><span>Continuous Planning</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/continuousupplychainanderp" class="minimal-mobile-menu-link"><span>Continuous Supply Chain & ERP</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/productinformationmanagement" class="minimal-mobile-menu-link"><span>Product Information Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/propertytechnology" class="minimal-mobile-menu-link"><span>Property Technology</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/supplierrelationshipmanagement" class="minimal-mobile-menu-link"><span>Supplier Relationship Management</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/focus/operationsandsupplychain/sustainabilitymanagement" class="minimal-mobile-menu-link"><span>Sustainability Management</span></a></span> </li> </ul> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industries" class="minimal-mobile-menu-link"><span>Industries</span></a></span> <ul class="minimal-mobile-menu-submenu level-2"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/automotive" class="minimal-mobile-menu-link"><span>Automotive</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/banking" class="minimal-mobile-menu-link"><span>Banking</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/consumer-products" class="minimal-mobile-menu-link"><span>Consumer Products</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/financial-services" class="minimal-mobile-menu-link"><span>Financial Services</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/food-beverage" class="minimal-mobile-menu-link"><span>Food & Beverage</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/healthcare" class="minimal-mobile-menu-link"><span>Healthcare</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/hospitality" class="minimal-mobile-menu-link"><span>Hospitality</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/insurance" class="minimal-mobile-menu-link"><span>Insurance</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/manufacturing" class="minimal-mobile-menu-link"><span>Manufacturing</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/media-entertainment" class="minimal-mobile-menu-link"><span>Media & Entertainment</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/real-estate" class="minimal-mobile-menu-link"><span>Real Estate</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/vertical-industry/retail" class="minimal-mobile-menu-link"><span>Retail</span></a></span> </li> </ul> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/research" class="minimal-mobile-menu-link"><span>Research</span></a></span> <ul class="minimal-mobile-menu-submenu level-2"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://www.isg-research.net/research/market-agendas" class="minimal-mobile-menu-link"><span>Market Agendas</span></a></span> </li> <li class="minimal-has-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://blog.ventanaresearch.com/" class="minimal-mobile-menu-link"><span>Analyst Perspectives</span></a></span> <ul class="minimal-mobile-menu-submenu level-3"> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://davidmenninger.ventanaresearch.com/" class="minimal-mobile-menu-link"><span>David Menninger</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://jefforr.ventanaresearch.com/" class="minimal-mobile-menu-link"><span>Jeff Orr</span></a></span> </li> <li class="minimal-no-mobile-submenu minimal-mobile-menu-item hs-skip-lang-url-rewrite"> <span><a href="https://keithdawson.isg-research.net" 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Automation Platforms Buyers Guide 2024 Executive Summary","styles":{"groupColors":{"background":{"color":"#284A7B"},"hover":{"color":"#113049"},"override":"custom","text":{"color":"#ffffff"}}}},"url":"https:\u002F\u002F39666904.fs1.hubspotusercontent-na1.net\u002Fhubfs\u002F39666904\u002Fraw_assets\u002Fmedia-default-modules\u002Fmaster\u002F406\u002Fjs_client_assets\u002Fassets\u002FBlogAudioModule-B2Y1_Oi2.js","supplementalFieldValues":{"translations":{"emptyPlaceholder":{},"playAudio":{},"aiGeneratedTooltip":{},"loading":{},"play":{},"pause":{},"skipBackward":{},"skipForward":{},"seekBar":{},"seekBarSlider":{},"elapsedTime":{},"volume":{},"volumeControls":{},"mute":{},"unmute":{},"playbackRate":{},"speedUpPlayback":{},"slowDownPlayback":{},"error":{}}}}]; if (Array.isArray(window.__islands)) { window.__islands.push(...newIslands); } else { window.__islands = newIslands; } </script> <link rel="modulepreload" crossorigin href="https://static.hsappstatic.net/cms-js-static/ex/js/react/v18/react-combined.mjs"> <script type="module" crossorigin> import { initConfigSingletonFromJSON, setupIslandHydration } from "https://static.hsappstatic.net/cms-js-static/ex/js/island-runtime/v1/island-runtime.mjs" initConfigSingletonFromJSON(window.__hsEnvConfig) setupIslandHydration(); </script> </div> </div> </div> </div> <div class="blog-post__body" id="limited-content"> <div id="fullContent" style="display:none;">  <span id="hs_cos_wrapper_post_body" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text"><h1>Executive Summary</h1> <h2>Process Automation Platforms</h2> <p><span>Enterprises face a perfect storm of challenges and opportunities. The pace of digital transformation, coupled with increasing customer expectations for personalized experiences, has applied pressure on enterprises to innovate and optimize. Simultaneously, the rapid expansion of data from diverse sources presents an opportunity for insight-driven decision-making and a challenge in processing and analysis. Enterprises that are grappling with legacy systems struggle to keep up with today’s demands while navigating complex regulatory environments that require detailed compliance and reporting. The global talent shortage, particularly in technology and IT-related fields, makes it difficult for enterprises to scale operations effectively. Moreover, the need for business agility and resilience, along with these converging factors, has created an urgency to automate routine tasks, but also enhance decision-making capabilities, improve customer interactions and accelerate continuous process improvement. In this context, intelligent automation has emerged as a transformative force.</span></p> <p><span>ISG Research defines intelligent automation as an advanced approach to business process optimization that utilizes artificial intelligence (AI), machine learning (ML) and automation technologies. </span>Intelligent automation enhances efficiency, reduces errors and improves decision-making across the enterprise. It shifts human resources from simple, repetitive tasks to more complex problem-solving activities while augmenting their capabilities through human-AI collaboration that embraces continuous learning systems and improves over time. ISG Research segments intelligent automation into four areas: Process Automation Platforms, Conversational Automation, Intelligent Document Processing and Process Discovery and Mining.</p> <p><span>Process automation platforms, which form the foundation of intelligent automation, automate repetitive, rule-based tasks across various applications and systems. Originally designed using robotic process<img src="https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=300&height=300&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png" width="300" height="300" loading="lazy" alt="ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S" style="height: auto; max-width: 100%; width: 300px; float: right; margin: 18px;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=150&height=150&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 150w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=300&height=300&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=450&height=450&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 450w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=600&height=600&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=750&height=750&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 750w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=900&height=900&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 900w" sizes="(max-width: 300px) 100vw, 300px"> automation (RPA), they emulate human actions to perform high-volume, transactional activities efficiently and without error. ISG Research anticipates that RPA and generative AI (GenAI) will remain integral to task and process automation and that the software segment will soon focus on process orchestration and management. </span>By integrating with existing systems and software tools and accessing large repositories of structured, semi-structured and unstructured data, intelligent automation with process automation platforms can lead to business process insights that contribute to innovation and competitive advantage. We assert that by 2026, RPA technology will evolve to address the broader needs of intelligent automation and distributed cloud architectures, and will be delivered as a SaaS platform, reducing the need for complex infrastructure setup and maintenance.</p> <p>For chief information officers and IT leaders, task and process automation represents a strategic investment in digital transformation, offering the potential to enhance operational efficiency, improved accuracy and consistency, and drive greater innovation and agility.</p> <p>Process automation platform software has become a focal point in enterprise technology discussions, driven by the convergence of several critical factors. The acceleration of digital transformation, catalyzed by the COVID-19 pandemic, has increased the need for operational agility and modernization of legacy systems. This urgency, combined with advancements in AI and machine learning, has expanded process automation capabilities to handle complex cognitive tasks.</p> <p>The explosion of data across enterprises has further amplified the importance of this technology, as it offers powerful tools for processing and deriving insights from vast amounts of information, enabling data-driven decision-making at scale. Additionally, process automation platforms address the evolving workforce landscape by automating routine tasks and augmenting human capabilities, allowing workers to focus on higher-value, strategic activities.</p> <p>Process automation platforms, which support an enterprise’s goal to increase operational efficiency, reduce errors in repetitive tasks and free up human resources for more strategic work. These platforms are particularly beneficial for organizations looking to streamline high-volume, rule-based processes across multiple departments or legacy systems. They offer quick wins in cost reduction and productivity gains, suitable for businesses seeking rapid return on investment from automation initiatives.</p> <div class="quote-box span5"><img class="quote-image" src="https://www.isg-research.net/hubfs/Website_Files/Icons/Quote.svg" alt="Quote.svg"> <h4 class="quote-text"><br>A well-chosen automation strategy can drive operational excellence, improved customer experiences and enhanced decision-making.</h4> </div> <p>The choice of intelligent automation software should align with the enterprise’s strategic objectives and operational needs. It is also important to consider factors such as the current process landscape, compatibility and integration with the technology infrastructure, data availability and quality, ROI and financial impact and organizational readiness. A well-chosen automation strategy can drive operational excellence, improved customer experiences and enhanced decision-making.</p> <p>GenAI and large language model technologies offer valuable capabilities in natural language understanding and processing, content generation and task automation, potentially streamlining operations and enhancing decision-making processes. It is crucial to understand the potential and challenges of these technologies. We assert that through 2026, only 1 in 5 enterprises will analyze patterns and generate insights from GenAI software that empower data-driven decision-making and lead to improved business outcomes.</p> <p>GenAI and LLMs are enhancing process automation platform software in several ways, including:</p> <ul> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 6pt;">Automated code generation, with large language models generating code snippets or entire scripts based on natural language descriptions of desired automation tasks. This speeds the development of<img src="https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=300&height=300&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png" width="300" height="300" loading="lazy" alt="ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S" style="height: auto; max-width: 100%; width: 300px; float: right; margin: 18px;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=150&height=150&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 150w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=300&height=300&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=450&height=450&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 450w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=600&height=600&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=750&height=750&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 750w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=900&height=900&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 900w" sizes="(max-width: 300px) 100vw, 300px"> automation workflows and reduces the technical expertise required to create automations.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 6pt;">Natural language process design, which allows users to describe complex processes in plain language and generates a visual flowchart or process map, making it easier for non-technical staff to contribute to automation projects.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 6pt;">Intelligent decision-making, using large language models to analyze vast amounts of historical data and current content to make more granular decisions within automation workflows, handling exceptions and edge cases more effectively.</li> <li>Dynamic process optimization, using GenAI to suggest process improvements by analyzing execution data and identifying inefficiencies or bottlenecks on a continuous basis.</li> </ul> <p>CIOs and IT leaders should approach intelligent automation software incorporating GenAI and LLMs with enthusiasm and caution. While these technologies offer significant benefits, they also come with unique challenges and prerequisites. A holistic evaluation must include technical aspects and also business, ethical and strategic considerations. Other areas of focus include risk awareness, critical infrastructure, organizational readiness, governance and compliance and a long-term perspective on sustainability and scalability of AI approaches.</p> <p>Our Process Automation Platforms Buyers Guide is designed to provide a 360-degree view of a software provider’s ability to use enterprise data to standardize and optimize a variety of business processes and tasks. ISG believes a methodical approach is essential to maximize competitiveness. It is critical to select the right software provider and product to improve the performance of your enterprise’s people, process, information and technology components.</p> <p>The ISG Buyers Guide™ for Process Automation Platforms evaluates product capabilities including attended and unattended RPA, system integrations, natural language processing (NLP), data analytics, workflow builders, user interface, AI/ML, cognitive automation, load balancing, citizen developers, error handling and exceptions, and demonstrated investment in product capabilities. To be included in this Buyers Guide, software providers must meet or exceed the inclusion criteria and have commercially available products in task and process automation.</p> <p>This Buyers Guide report evaluates the following software providers that offer products addressing key elements of process automation platforms: Appian, Automation Anywhere, Datamatics, Fortra, IBM, Microsoft, MuleSoft, Newgen, Nintex, Nividous, Pegasystems, ProcessMaker, SAP, ServiceNow, SS&C Blue Prism, Tungsten Automation, UiPath and Worksoft. Software providers that offer intelligent document processing, conversational automation or process discovery capabilities are represented in separate Buyers Guide research reports.</p> <h2>Buyers Guide Overview</h2> <p>For over two decades, ISG Research has conducted market research in a spectrum of areas across business applications, tools and technologies. We have designed the Buyers Guide to provide a balanced perspective of software providers and products that is rooted in an understanding of the business requirements in any enterprise. Utilization of our research methodology and decades of experience enables our Buyers Guide to be an effective method to assess and select software providers and products. The findings of this research undertaking contribute to our comprehensive approach to rating software providers in a manner that is based on the assessments completed by an enterprise.</p> <div class="quote-box span5"><img class="quote-image" src="https://www.isg-research.net/hubfs/Website_Files/Icons/Quote.svg" alt="Quote.svg"> <h4 class="quote-text"><br>ISG Research has designed the Buyers Guide to provide a balanced perspective of software providers and products that is rooted in an understanding of business requirements in any enterprise.</h4> </div> <p>The ISG Buyers Guide™ for Process Automation Platforms is the distillation of over a year of market and product research efforts. It is an assessment of how well software providers’ offerings address enterprises’ requirements for process automation platform software. The index is structured to support a request for information (RFI) that could be used in the request for proposal (RFP) process by incorporating all criteria needed to evaluate, select, utilize and maintain relationships with software providers. An effective product and customer experience with a provider can ensure the best long-term relationship and value achieved from a resource and financial investment.</p> <p>In this Buyers Guide, ISG Research evaluates the software in seven key categories that are weighted to reflect buyers’ needs based on our expertise and research. Five are product-experience related: Adaptability, Capability, Manageability, Reliability, and Usability. In addition, we consider two customer-experience categories: Validation, and Total Cost of Ownership/Return on Investment (TCO/ROI). To assess functionality, one of the components of Capability, we applied the ISG Research Value Index methodology and blueprint, which links the personas and processes for process automation platforms to an enterprise’s requirements.</p> <p>The structure of the research reflects our understanding that the effective evaluation of software providers and products involves far more than just examining product features, potential revenue or customers generated from a provider’s marketing and sales efforts. We believe it is important to take a comprehensive, research-based approach, since making the wrong choice of process automation platform technology can raise the total cost of ownership, lower the return on investment and hamper an enterprise’s ability to reach its full performance potential. In addition, this approach can reduce the project’s development and deployment time and eliminate the risk of relying on a short list of software providers that does not represent a best fit for your enterprise.</p> <p>ISG Research believes that an objective review of software providers and products is a critical business strategy for the adoption and implementation of process automation platform software and applications. An enterprise’s review should include a thorough analysis of both what is possible and what is relevant. We urge enterprises to do a thorough job of evaluating intelligent automation systems and tools and offer this Buyers Guide as both the results of our in-depth analysis of these providers and as an evaluation methodology.</p> <h2>How To Use This Buyers Guide</h2> <h3>Evaluating Software Providers: The Process</h3> <p>We recommend using the Buyers Guide to assess and evaluate new or existing software providers for your enterprise. The market research can be used as an evaluation framework to establish a formal request for information from providers on products and customer experience and will shorten the cycle time when creating an RFI. The steps listed below provide a process that can facilitate best possible outcomes.</p> <ol> <li><span>Define the business case and goals.<br>Define the mission and business case for investment and the expected outcomes from your organizational and technology efforts. </span></li> <li><span>Specify the business needs.</span><br><span>Defining the business requirements helps identify what specific capabilities are required with respect to people, processes, information and technology.</span></li> <li><span>Assess the required roles and responsibilities.<br>Identify the individuals required for success at every level of the organization from executives to front line workers and determine the needs of each. </span></li> <li><span>Outline the project’s critical path.</span><br><span>What needs to be done, in what order and who will do it? This outline should make clear the prior dependencies at each step of the project plan. </span></li> <li><span>Ascertain the technology approach.</span><br><span>Determine the business and technology approach that most closely aligns to your organization’s requirements. </span></li> <li><span>Establish technology vendor evaluation criteria.</span><br><span>Utilize the product experience: Adaptability, Capability, Manageability, Reliability and Usability, and the customer experience in TCO/ROI and Validation. </span></li> <li><span>Evaluate and select the technology properly.</span><br><span>Weight the categories in the technology evaluation criteria to reflect your organization’s priorities to determine the short list of vendors and products.</span></li> <li><span>Establish the business initiative team to start the project.</span><br><span>Identify who will lead the project and the members of the team needed to plan and execute it with timelines, priorities and resources.</span> </li> </ol> <p><span style="font-size: 22px; color: #255a89;"> </span></p> <h2>The Findings</h2> <p>All of the products we evaluated are feature-rich, but not all the capabilities offered by a software provider are equally valuable to types of workers or support everything needed to manage products on a continuous basis. Moreover, the existence of too many capabilities may be a negative factor for an enterprise if it introduces unnecessary complexity. Nonetheless, you may decide that a larger number of features in the product is a plus, especially if some of them match your enterprise’s established practices or support an initiative that is driving the purchase of new software.</p> <p>Factors beyond features and functions or software provider assessments may become a deciding factor. For example, an enterprise may face budget constraints such that the TCO evaluation can tip the balance to one provider or another. This is where the Value Index methodology and the appropriate category weighting can be applied to determine the best fit of software providers and products to your specific needs.</p> <h3 style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; padding-left: 0in;">Overall Scoring of Software Providers Across Categories</h3> <p>The research finds ServiceNow atop the list, followed by UiPath and Appian. Companies that place in the top three of a category earn the designation of Leader. UiPath has done so in seven categories; ServiceNow in<img src="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=300&height=393&name=ISG_BG_PAP_Overall_2024.png" width="300" height="393" loading="lazy" alt="ISG_BG_PAP_Overall_2024" style="height: auto; max-width: 100%; width: 300px; float: right; margin: 18px;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=150&height=197&name=ISG_BG_PAP_Overall_2024.png 150w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=300&height=393&name=ISG_BG_PAP_Overall_2024.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=450&height=590&name=ISG_BG_PAP_Overall_2024.png 450w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=600&height=786&name=ISG_BG_PAP_Overall_2024.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=750&height=983&name=ISG_BG_PAP_Overall_2024.png 750w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=900&height=1179&name=ISG_BG_PAP_Overall_2024.png 900w" sizes="(max-width: 300px) 100vw, 300px"> five; Appian and Automation Anywhere in three; and MuleSoft, SAP and SS&C Blue Prism in one category.</p> <p>The overall representation of the research below places the rating of the Product Experience and Customer Experience on the <em>x</em> and <em>y</em> axes, respectively, to provide a visual representation and classification of the software providers. Those providers whose Product Experience have a higher weighted performance to the axis in aggregate of the five product categories place farther to the right, while the performance and weighting for the two Customer Experience categories determines placement on the vertical axis. In short, software providers that place closer to the upper-right on this chart performed better than those closer to the lower-left.</p> <p>The research places software providers into one of four overall categories: Assurance, Exemplary, Merit or Innovative. This representation classifies providers’ overall weighted performance.</p> <p><img src="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=600&height=430&name=ISG_BG_PAP_2x2_2024.png" width="600" height="430" loading="lazy" alt="ISG_BG_PAP_2x2_2024" style="height: auto; max-width: 100%; width: 600px; margin-left: auto; margin-right: auto; display: block;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=300&height=215&name=ISG_BG_PAP_2x2_2024.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=600&height=430&name=ISG_BG_PAP_2x2_2024.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=900&height=645&name=ISG_BG_PAP_2x2_2024.png 900w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=1200&height=860&name=ISG_BG_PAP_2x2_2024.png 1200w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=1500&height=1075&name=ISG_BG_PAP_2x2_2024.png 1500w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=1800&height=1290&name=ISG_BG_PAP_2x2_2024.png 1800w" sizes="(max-width: 600px) 100vw, 600px"></p> <p style="padding-left: 0.5in;"><strong>Exemplary</strong>: The categorization and placement of software providers in Exemplary (upper right) represent those that performed the best in meeting the overall Product and Customer Experience requirements. The providers rated Exemplary are: Appian, Automation Anywhere, IBM, Microsoft, ServiceNow and UiPath.</p> <p style="padding-left: 0.5in;"><strong>Innovative</strong>: The categorization and placement of software providers in Innovative (lower right) represent those that performed the best in meeting the overall Product Experience requirements but did not achieve the highest levels of requirements in Customer Experience. The providers rated Innovative are: Nintex, Pegasystems and SS&C Blue Prism.</p> <p style="padding-left: 0.5in;"><strong>Assurance</strong>: The categorization and placement of software providers in Assurance (upper left) represent those that achieved the highest levels in the overall Customer Experience requirements but did not achieve the highest levels of Product Experience. The providers rated Assurance are: Fortra, MuleSoft and SAP.</p> <p style="padding-left: 0.5in;"><strong>Merit</strong>: The categorization of software providers in Merit (lower left) represents those that did not exceed the median of performance in Customer or Product Experience or surpass the threshold for the other three categories. The providers rated Merit are: Datamatics, Newgen, Nividous, ProcessMaker, Tungsten Automation and Worksoft.</p> <p>We warn that close provider placement proximity should not be taken to imply that the packages evaluated are functionally identical or equally well suited for use by every enterprise or for a specific process. Although there is a high degree of commonality in how enterprises handle process automation platforms, there are many idiosyncrasies and differences in how they do these functions that can make one software provider’s offering a better fit than another’s for a particular enterprise’s needs.</p> <p style="vertical-align: baseline;">We advise enterprises to assess and evaluate software providers based on organizational requirements and use this research as a supplement to internal evaluation of a provider and products.</p> <h3>Product Experience</h3> <p>The process of researching products to address an enterprise’s needs should be comprehensive. Our Value Index methodology examines Product Experience and how it aligns with an enterprise’s life cycle of<img src="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=300&height=393&name=ISG_BG_PAP_Product_Experience_2024.png" width="300" height="393" loading="lazy" alt="ISG_BG_PAP_Product_Experience_2024" style="height: auto; max-width: 100%; width: 300px; float: right; margin: 18px 18px 1px;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=150&height=197&name=ISG_BG_PAP_Product_Experience_2024.png 150w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=300&height=393&name=ISG_BG_PAP_Product_Experience_2024.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=450&height=590&name=ISG_BG_PAP_Product_Experience_2024.png 450w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=600&height=786&name=ISG_BG_PAP_Product_Experience_2024.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=750&height=983&name=ISG_BG_PAP_Product_Experience_2024.png 750w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=900&height=1179&name=ISG_BG_PAP_Product_Experience_2024.png 900w" sizes="(max-width: 300px) 100vw, 300px"> onboarding, configuration, operations, usage and maintenance. Too often, software providers are not evaluated for the entirety of the product; instead, they are evaluated on market execution and vision of the future, which are flawed since they do not represent an enterprise’s requirements but how the provider operates. As more software providers orient to a complete product experience, evaluations will be more robust.</p> <p><span>The research results in Product Experience are ranked at 80%, or four-fifths, </span>of the overall rating<span> using the specific underlying weighted category performance</span>. Importance was placed on the categories as follows: Usability (10%), Capability (25%), Reliability (15%), Adaptability (15%) and Manageability (15%). This weighting impacted the resulting overall ratings in this research. UiPath, ServiceNow and Automation Anywhere were designated Product Experience Leaders. While not Leaders, Appian and Pegasystems were also found to meet a broad range of enterprise product experience requirements.</p> <h3>Customer Experience</h3> <p>The importance of a customer relationship with a software provider is essential to the actual success of the products and technology. The advancement of the Customer Experience and the entire life cycle an<img src="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=300&height=393&name=ISG_BG_PAP_Customer_Experience_2024.png" width="300" height="393" loading="lazy" alt="ISG_BG_PAP_Customer_Experience_2024" style="height: auto; max-width: 100%; width: 300px; float: right; margin: 18px;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=150&height=197&name=ISG_BG_PAP_Customer_Experience_2024.png 150w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=300&height=393&name=ISG_BG_PAP_Customer_Experience_2024.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=450&height=590&name=ISG_BG_PAP_Customer_Experience_2024.png 450w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=600&height=786&name=ISG_BG_PAP_Customer_Experience_2024.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=750&height=983&name=ISG_BG_PAP_Customer_Experience_2024.png 750w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=900&height=1179&name=ISG_BG_PAP_Customer_Experience_2024.png 900w" sizes="(max-width: 300px) 100vw, 300px"> enterprise has with its software provider is critical for ensuring satisfaction in working with that provider. Technology providers that have chief customer officers are more likely to have greater investments in the customer relationship and focus more on their success. These leaders also need to take responsibility for ensuring this commitment is made abundantly clear on the website and in the buying process and customer journey.</p> <p><span>The research results in Customer Experience are ranked at 20%, or one-fifth,</span> <span>using the specific underlying weighted category performance </span>as it relates to the framework of commitment and value to the software provider-customer relationship. The two evaluation categories are Validation (10%) and TCO/ROI (10%), which are weighted to represent their importance to the overall research.</p> <p>The software providers that evaluated the highest overall in the aggregated and weighted Customer Experience categories are ServiceNow, UiPath and IBM. These category Leaders best communicate commitment and dedication to customer needs. While not Leaders, MuleSoft, Microsoft and Appian were also found to meet a broad range of enterprise customer experience requirements.</p> <p>Software providers that performed well in this category provided sufficient customer case studies to demonstrate success and have articulated their commitment to customer experience and an enterprise’s journey. The selection of a software provider means a continuous investment by the enterprise, so a holistic evaluation of any provider must include examination of how they support their customer experience.</p> <h2>Appendix: Software Provider Inclusion</h2> <p>For inclusion in the ISG Buyers Guide™ for Process Automation Platforms in 2024, a software provider must be in good standing financially and ethically, have at least $30 million in annual or projected revenue verified using independent sources, sell products and provide support on at least two continents, and have at least 100 employees. The principal source of the relevant business unit’s revenue must be software-related, and there must have been at least one major software release in the last 18 months.</p> <p>The research is designed to be independent of the specifics of software provider packaging and pricing. To represent the real-world environment in which businesses operate, we include providers that offer suites or packages of products that may include relevant individual modules or applications. If a software provider is actively marketing, selling and developing a product for the general market and it is reflected on the provider’s website that the product is within the scope of the research, that provider is automatically evaluated for inclusion.</p> <p>All software providers that offer relevant process automation platform products and meet the inclusion requirements were invited to participate in the evaluation process at no cost to them.</p> <p><span><span style="color: black; background-color: white;">Software providers that meet our inclusion criteria but did not completely participate in our Buyers Guide were assessed solely on publicly available information. As this could have a significant impact on classification and ratings, we recommend additional scrutiny when evaluating those providers.</span></span></p> <h2>Products Evaluated</h2> <table width="624" style="border-collapse: collapse; table-layout: fixed; margin-left: auto; margin-right: auto; border: 1px solid #99acc2; width: 825px;"> <tbody> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 18px;"><strong><span style="color: #284a7b;">Provider</span></strong></span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Product Names</span></strong></span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Version</span></strong></span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Release <br>Month/Year</span></strong></span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Appian</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Process Automation Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 24.3</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">August 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Automation Anywhere</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Automation Workspace</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 33.0</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Datamatics</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">TruBot RPA</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 5.3</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">November 2023</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Fortra</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Automate Ultimate</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 24.2.0</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">June 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">IBM</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Robotic Process Automation</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 23.0</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Microsoft</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Power Automate</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 2401.3</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">August 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">MuleSoft</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">MuleSoft RPA</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 6.7.0</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">August 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Newgen</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">NewgenONE Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">2024 Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">June 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Nintex</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Nintex RPA</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 24.4</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">April 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Nividous</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Intelligent Automation Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">2024 Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Pegasystems</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Pega Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 24.1.1</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">July 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">ProcessMaker</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">BPA Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">2024 Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">SAP</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">SAP Build Process Automation</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">2024 Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">ServiceNow</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Automation Engine</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">Xanadu Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">August 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">SS&C Blue Prism</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Enterprise Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 7.3</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">June 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Tungsten Automation</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Tungsten RPA</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 11.5.0</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">May 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">UiPath</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Business Automation Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 2023.10.5</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">August 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Worksoft</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Connective Automation Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">2024 Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> </tbody> </table> <h2>Providers of Promise</h2> <p>We did not include software providers that, as a result of our research and analysis, did not satisfy the organizational criteria for inclusion in this Buyers Guide. These are listed below as “Providers of Promise.”</p> <table width="625" style="border-collapse: collapse; table-layout: fixed; margin-left: auto; margin-right: auto; border: 1px solid #99acc2; width: 816px;"> <tbody> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Provider</span></strong></span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Product</span></strong></span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Annual Revenue Over $30M</span></strong></span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Operates on Two Continents</span></strong></span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">At Least 100 Employees</span></strong></span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Sufficient Public Information to Evaluate</span></strong></span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">aiwozo</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Enterprise Automation Suite</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">AutomationEdge</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Robotic Process Automation</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">EdgeVerve</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">AssistEdge RPA</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Kognitos</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Generative AI Platform</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Laiye</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Intelligent Automation Platform</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">NICE</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Robotic Automation</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Rezolve.ai</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">AI Automation Studio</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">SAP*</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Signavio</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">WorkFusion</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Work.AI</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> </tr> </tbody> </table> <p style="font-size: 16px;"><em>* Note: SAP Signavio is a separate business unit from SAP Build.</em></p></span> </div> <div class="trunk_outer"> <div id="truncatedContent" style="display:block;"></div> <div class="char_img_outer"> </div> </div> <div class="read-more-content hidden-content" style=""> <div class="fade-box"> </div> <div class="fade-block"> </div> </div> </div> <div class="blog-post__body" id="full-content" style="display:none;"> <span id="hs_cos_wrapper_post_body" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text"><h1>Executive Summary</h1> <h2>Process Automation Platforms</h2> <p><span>Enterprises face a perfect storm of challenges and opportunities. The pace of digital transformation, coupled with increasing customer expectations for personalized experiences, has applied pressure on enterprises to innovate and optimize. Simultaneously, the rapid expansion of data from diverse sources presents an opportunity for insight-driven decision-making and a challenge in processing and analysis. Enterprises that are grappling with legacy systems struggle to keep up with today’s demands while navigating complex regulatory environments that require detailed compliance and reporting. The global talent shortage, particularly in technology and IT-related fields, makes it difficult for enterprises to scale operations effectively. Moreover, the need for business agility and resilience, along with these converging factors, has created an urgency to automate routine tasks, but also enhance decision-making capabilities, improve customer interactions and accelerate continuous process improvement. In this context, intelligent automation has emerged as a transformative force.</span></p> <p><span>ISG Research defines intelligent automation as an advanced approach to business process optimization that utilizes artificial intelligence (AI), machine learning (ML) and automation technologies. </span>Intelligent automation enhances efficiency, reduces errors and improves decision-making across the enterprise. It shifts human resources from simple, repetitive tasks to more complex problem-solving activities while augmenting their capabilities through human-AI collaboration that embraces continuous learning systems and improves over time. ISG Research segments intelligent automation into four areas: Process Automation Platforms, Conversational Automation, Intelligent Document Processing and Process Discovery and Mining.</p> <p><span>Process automation platforms, which form the foundation of intelligent automation, automate repetitive, rule-based tasks across various applications and systems. Originally designed using robotic process<img src="https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=300&height=300&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png" width="300" height="300" loading="lazy" alt="ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S" style="height: auto; max-width: 100%; width: 300px; float: right; margin: 18px;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=150&height=150&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 150w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=300&height=300&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=450&height=450&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 450w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=600&height=600&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=750&height=750&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 750w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png?width=900&height=900&name=ISG_Research_2024_Assertion_Automation_RPA_As-A_Service_64_S.png 900w" sizes="(max-width: 300px) 100vw, 300px"> automation (RPA), they emulate human actions to perform high-volume, transactional activities efficiently and without error. ISG Research anticipates that RPA and generative AI (GenAI) will remain integral to task and process automation and that the software segment will soon focus on process orchestration and management. </span>By integrating with existing systems and software tools and accessing large repositories of structured, semi-structured and unstructured data, intelligent automation with process automation platforms can lead to business process insights that contribute to innovation and competitive advantage. We assert that by 2026, RPA technology will evolve to address the broader needs of intelligent automation and distributed cloud architectures, and will be delivered as a SaaS platform, reducing the need for complex infrastructure setup and maintenance.</p> <p>For chief information officers and IT leaders, task and process automation represents a strategic investment in digital transformation, offering the potential to enhance operational efficiency, improved accuracy and consistency, and drive greater innovation and agility.</p> <p>Process automation platform software has become a focal point in enterprise technology discussions, driven by the convergence of several critical factors. The acceleration of digital transformation, catalyzed by the COVID-19 pandemic, has increased the need for operational agility and modernization of legacy systems. This urgency, combined with advancements in AI and machine learning, has expanded process automation capabilities to handle complex cognitive tasks.</p> <p>The explosion of data across enterprises has further amplified the importance of this technology, as it offers powerful tools for processing and deriving insights from vast amounts of information, enabling data-driven decision-making at scale. Additionally, process automation platforms address the evolving workforce landscape by automating routine tasks and augmenting human capabilities, allowing workers to focus on higher-value, strategic activities.</p> <p>Process automation platforms, which support an enterprise’s goal to increase operational efficiency, reduce errors in repetitive tasks and free up human resources for more strategic work. These platforms are particularly beneficial for organizations looking to streamline high-volume, rule-based processes across multiple departments or legacy systems. They offer quick wins in cost reduction and productivity gains, suitable for businesses seeking rapid return on investment from automation initiatives.</p> <div class="quote-box span5"><img class="quote-image" src="https://www.isg-research.net/hubfs/Website_Files/Icons/Quote.svg" alt="Quote.svg"> <h4 class="quote-text"><br>A well-chosen automation strategy can drive operational excellence, improved customer experiences and enhanced decision-making.</h4> </div> <p>The choice of intelligent automation software should align with the enterprise’s strategic objectives and operational needs. It is also important to consider factors such as the current process landscape, compatibility and integration with the technology infrastructure, data availability and quality, ROI and financial impact and organizational readiness. A well-chosen automation strategy can drive operational excellence, improved customer experiences and enhanced decision-making.</p> <p>GenAI and large language model technologies offer valuable capabilities in natural language understanding and processing, content generation and task automation, potentially streamlining operations and enhancing decision-making processes. It is crucial to understand the potential and challenges of these technologies. We assert that through 2026, only 1 in 5 enterprises will analyze patterns and generate insights from GenAI software that empower data-driven decision-making and lead to improved business outcomes.</p> <p>GenAI and LLMs are enhancing process automation platform software in several ways, including:</p> <ul> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 6pt;">Automated code generation, with large language models generating code snippets or entire scripts based on natural language descriptions of desired automation tasks. This speeds the development of<img src="https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=300&height=300&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png" width="300" height="300" loading="lazy" alt="ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S" style="height: auto; max-width: 100%; width: 300px; float: right; margin: 18px;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=150&height=150&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 150w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=300&height=300&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=450&height=450&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 450w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=600&height=600&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=750&height=750&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 750w, https://www.isg-research.net/hs-fs/hubfs/ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png?width=900&height=900&name=ISG_Research_2024_Assertion_DigiTech_GenAI_Analyze_Insights_9_S.png 900w" sizes="(max-width: 300px) 100vw, 300px"> automation workflows and reduces the technical expertise required to create automations.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 6pt;">Natural language process design, which allows users to describe complex processes in plain language and generates a visual flowchart or process map, making it easier for non-technical staff to contribute to automation projects.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 6pt;">Intelligent decision-making, using large language models to analyze vast amounts of historical data and current content to make more granular decisions within automation workflows, handling exceptions and edge cases more effectively.</li> <li>Dynamic process optimization, using GenAI to suggest process improvements by analyzing execution data and identifying inefficiencies or bottlenecks on a continuous basis.</li> </ul> <p>CIOs and IT leaders should approach intelligent automation software incorporating GenAI and LLMs with enthusiasm and caution. While these technologies offer significant benefits, they also come with unique challenges and prerequisites. A holistic evaluation must include technical aspects and also business, ethical and strategic considerations. Other areas of focus include risk awareness, critical infrastructure, organizational readiness, governance and compliance and a long-term perspective on sustainability and scalability of AI approaches.</p> <p>Our Process Automation Platforms Buyers Guide is designed to provide a 360-degree view of a software provider’s ability to use enterprise data to standardize and optimize a variety of business processes and tasks. ISG believes a methodical approach is essential to maximize competitiveness. It is critical to select the right software provider and product to improve the performance of your enterprise’s people, process, information and technology components.</p> <p>The ISG Buyers Guide™ for Process Automation Platforms evaluates product capabilities including attended and unattended RPA, system integrations, natural language processing (NLP), data analytics, workflow builders, user interface, AI/ML, cognitive automation, load balancing, citizen developers, error handling and exceptions, and demonstrated investment in product capabilities. To be included in this Buyers Guide, software providers must meet or exceed the inclusion criteria and have commercially available products in task and process automation.</p> <p>This Buyers Guide report evaluates the following software providers that offer products addressing key elements of process automation platforms: Appian, Automation Anywhere, Datamatics, Fortra, IBM, Microsoft, MuleSoft, Newgen, Nintex, Nividous, Pegasystems, ProcessMaker, SAP, ServiceNow, SS&C Blue Prism, Tungsten Automation, UiPath and Worksoft. Software providers that offer intelligent document processing, conversational automation or process discovery capabilities are represented in separate Buyers Guide research reports.</p> <h2>Buyers Guide Overview</h2> <p>For over two decades, ISG Research has conducted market research in a spectrum of areas across business applications, tools and technologies. We have designed the Buyers Guide to provide a balanced perspective of software providers and products that is rooted in an understanding of the business requirements in any enterprise. Utilization of our research methodology and decades of experience enables our Buyers Guide to be an effective method to assess and select software providers and products. The findings of this research undertaking contribute to our comprehensive approach to rating software providers in a manner that is based on the assessments completed by an enterprise.</p> <div class="quote-box span5"><img class="quote-image" src="https://www.isg-research.net/hubfs/Website_Files/Icons/Quote.svg" alt="Quote.svg"> <h4 class="quote-text"><br>ISG Research has designed the Buyers Guide to provide a balanced perspective of software providers and products that is rooted in an understanding of business requirements in any enterprise.</h4> </div> <p>The ISG Buyers Guide™ for Process Automation Platforms is the distillation of over a year of market and product research efforts. It is an assessment of how well software providers’ offerings address enterprises’ requirements for process automation platform software. The index is structured to support a request for information (RFI) that could be used in the request for proposal (RFP) process by incorporating all criteria needed to evaluate, select, utilize and maintain relationships with software providers. An effective product and customer experience with a provider can ensure the best long-term relationship and value achieved from a resource and financial investment.</p> <p>In this Buyers Guide, ISG Research evaluates the software in seven key categories that are weighted to reflect buyers’ needs based on our expertise and research. Five are product-experience related: Adaptability, Capability, Manageability, Reliability, and Usability. In addition, we consider two customer-experience categories: Validation, and Total Cost of Ownership/Return on Investment (TCO/ROI). To assess functionality, one of the components of Capability, we applied the ISG Research Value Index methodology and blueprint, which links the personas and processes for process automation platforms to an enterprise’s requirements.</p> <p>The structure of the research reflects our understanding that the effective evaluation of software providers and products involves far more than just examining product features, potential revenue or customers generated from a provider’s marketing and sales efforts. We believe it is important to take a comprehensive, research-based approach, since making the wrong choice of process automation platform technology can raise the total cost of ownership, lower the return on investment and hamper an enterprise’s ability to reach its full performance potential. In addition, this approach can reduce the project’s development and deployment time and eliminate the risk of relying on a short list of software providers that does not represent a best fit for your enterprise.</p> <p>ISG Research believes that an objective review of software providers and products is a critical business strategy for the adoption and implementation of process automation platform software and applications. An enterprise’s review should include a thorough analysis of both what is possible and what is relevant. We urge enterprises to do a thorough job of evaluating intelligent automation systems and tools and offer this Buyers Guide as both the results of our in-depth analysis of these providers and as an evaluation methodology.</p> <h2>How To Use This Buyers Guide</h2> <h3>Evaluating Software Providers: The Process</h3> <p>We recommend using the Buyers Guide to assess and evaluate new or existing software providers for your enterprise. The market research can be used as an evaluation framework to establish a formal request for information from providers on products and customer experience and will shorten the cycle time when creating an RFI. The steps listed below provide a process that can facilitate best possible outcomes.</p> <ol> <li><span>Define the business case and goals.<br>Define the mission and business case for investment and the expected outcomes from your organizational and technology efforts. </span></li> <li><span>Specify the business needs.</span><br><span>Defining the business requirements helps identify what specific capabilities are required with respect to people, processes, information and technology.</span></li> <li><span>Assess the required roles and responsibilities.<br>Identify the individuals required for success at every level of the organization from executives to front line workers and determine the needs of each. </span></li> <li><span>Outline the project’s critical path.</span><br><span>What needs to be done, in what order and who will do it? This outline should make clear the prior dependencies at each step of the project plan. </span></li> <li><span>Ascertain the technology approach.</span><br><span>Determine the business and technology approach that most closely aligns to your organization’s requirements. </span></li> <li><span>Establish technology vendor evaluation criteria.</span><br><span>Utilize the product experience: Adaptability, Capability, Manageability, Reliability and Usability, and the customer experience in TCO/ROI and Validation. </span></li> <li><span>Evaluate and select the technology properly.</span><br><span>Weight the categories in the technology evaluation criteria to reflect your organization’s priorities to determine the short list of vendors and products.</span></li> <li><span>Establish the business initiative team to start the project.</span><br><span>Identify who will lead the project and the members of the team needed to plan and execute it with timelines, priorities and resources.</span> </li> </ol> <p><span style="font-size: 22px; color: #255a89;"> </span></p> <h2>The Findings</h2> <p>All of the products we evaluated are feature-rich, but not all the capabilities offered by a software provider are equally valuable to types of workers or support everything needed to manage products on a continuous basis. Moreover, the existence of too many capabilities may be a negative factor for an enterprise if it introduces unnecessary complexity. Nonetheless, you may decide that a larger number of features in the product is a plus, especially if some of them match your enterprise’s established practices or support an initiative that is driving the purchase of new software.</p> <p>Factors beyond features and functions or software provider assessments may become a deciding factor. For example, an enterprise may face budget constraints such that the TCO evaluation can tip the balance to one provider or another. This is where the Value Index methodology and the appropriate category weighting can be applied to determine the best fit of software providers and products to your specific needs.</p> <h3 style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; padding-left: 0in;">Overall Scoring of Software Providers Across Categories</h3> <p>The research finds ServiceNow atop the list, followed by UiPath and Appian. Companies that place in the top three of a category earn the designation of Leader. UiPath has done so in seven categories; ServiceNow in<img src="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=300&height=393&name=ISG_BG_PAP_Overall_2024.png" width="300" height="393" loading="lazy" alt="ISG_BG_PAP_Overall_2024" style="height: auto; max-width: 100%; width: 300px; float: right; margin: 18px;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=150&height=197&name=ISG_BG_PAP_Overall_2024.png 150w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=300&height=393&name=ISG_BG_PAP_Overall_2024.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=450&height=590&name=ISG_BG_PAP_Overall_2024.png 450w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=600&height=786&name=ISG_BG_PAP_Overall_2024.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=750&height=983&name=ISG_BG_PAP_Overall_2024.png 750w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Overall_2024.png?width=900&height=1179&name=ISG_BG_PAP_Overall_2024.png 900w" sizes="(max-width: 300px) 100vw, 300px"> five; Appian and Automation Anywhere in three; and MuleSoft, SAP and SS&C Blue Prism in one category.</p> <p>The overall representation of the research below places the rating of the Product Experience and Customer Experience on the <em>x</em> and <em>y</em> axes, respectively, to provide a visual representation and classification of the software providers. Those providers whose Product Experience have a higher weighted performance to the axis in aggregate of the five product categories place farther to the right, while the performance and weighting for the two Customer Experience categories determines placement on the vertical axis. In short, software providers that place closer to the upper-right on this chart performed better than those closer to the lower-left.</p> <p>The research places software providers into one of four overall categories: Assurance, Exemplary, Merit or Innovative. This representation classifies providers’ overall weighted performance.</p> <p><img src="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=600&height=430&name=ISG_BG_PAP_2x2_2024.png" width="600" height="430" loading="lazy" alt="ISG_BG_PAP_2x2_2024" style="height: auto; max-width: 100%; width: 600px; margin-left: auto; margin-right: auto; display: block;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=300&height=215&name=ISG_BG_PAP_2x2_2024.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=600&height=430&name=ISG_BG_PAP_2x2_2024.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=900&height=645&name=ISG_BG_PAP_2x2_2024.png 900w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=1200&height=860&name=ISG_BG_PAP_2x2_2024.png 1200w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=1500&height=1075&name=ISG_BG_PAP_2x2_2024.png 1500w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_2x2_2024.png?width=1800&height=1290&name=ISG_BG_PAP_2x2_2024.png 1800w" sizes="(max-width: 600px) 100vw, 600px"></p> <p style="padding-left: 0.5in;"><strong>Exemplary</strong>: The categorization and placement of software providers in Exemplary (upper right) represent those that performed the best in meeting the overall Product and Customer Experience requirements. The providers rated Exemplary are: Appian, Automation Anywhere, IBM, Microsoft, ServiceNow and UiPath.</p> <p style="padding-left: 0.5in;"><strong>Innovative</strong>: The categorization and placement of software providers in Innovative (lower right) represent those that performed the best in meeting the overall Product Experience requirements but did not achieve the highest levels of requirements in Customer Experience. The providers rated Innovative are: Nintex, Pegasystems and SS&C Blue Prism.</p> <p style="padding-left: 0.5in;"><strong>Assurance</strong>: The categorization and placement of software providers in Assurance (upper left) represent those that achieved the highest levels in the overall Customer Experience requirements but did not achieve the highest levels of Product Experience. The providers rated Assurance are: Fortra, MuleSoft and SAP.</p> <p style="padding-left: 0.5in;"><strong>Merit</strong>: The categorization of software providers in Merit (lower left) represents those that did not exceed the median of performance in Customer or Product Experience or surpass the threshold for the other three categories. The providers rated Merit are: Datamatics, Newgen, Nividous, ProcessMaker, Tungsten Automation and Worksoft.</p> <p>We warn that close provider placement proximity should not be taken to imply that the packages evaluated are functionally identical or equally well suited for use by every enterprise or for a specific process. Although there is a high degree of commonality in how enterprises handle process automation platforms, there are many idiosyncrasies and differences in how they do these functions that can make one software provider’s offering a better fit than another’s for a particular enterprise’s needs.</p> <p style="vertical-align: baseline;">We advise enterprises to assess and evaluate software providers based on organizational requirements and use this research as a supplement to internal evaluation of a provider and products.</p> <h3>Product Experience</h3> <p>The process of researching products to address an enterprise’s needs should be comprehensive. Our Value Index methodology examines Product Experience and how it aligns with an enterprise’s life cycle of<img src="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=300&height=393&name=ISG_BG_PAP_Product_Experience_2024.png" width="300" height="393" loading="lazy" alt="ISG_BG_PAP_Product_Experience_2024" style="height: auto; max-width: 100%; width: 300px; float: right; margin: 18px 18px 1px;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=150&height=197&name=ISG_BG_PAP_Product_Experience_2024.png 150w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=300&height=393&name=ISG_BG_PAP_Product_Experience_2024.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=450&height=590&name=ISG_BG_PAP_Product_Experience_2024.png 450w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=600&height=786&name=ISG_BG_PAP_Product_Experience_2024.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=750&height=983&name=ISG_BG_PAP_Product_Experience_2024.png 750w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Product_Experience_2024.png?width=900&height=1179&name=ISG_BG_PAP_Product_Experience_2024.png 900w" sizes="(max-width: 300px) 100vw, 300px"> onboarding, configuration, operations, usage and maintenance. Too often, software providers are not evaluated for the entirety of the product; instead, they are evaluated on market execution and vision of the future, which are flawed since they do not represent an enterprise’s requirements but how the provider operates. As more software providers orient to a complete product experience, evaluations will be more robust.</p> <p><span>The research results in Product Experience are ranked at 80%, or four-fifths, </span>of the overall rating<span> using the specific underlying weighted category performance</span>. Importance was placed on the categories as follows: Usability (10%), Capability (25%), Reliability (15%), Adaptability (15%) and Manageability (15%). This weighting impacted the resulting overall ratings in this research. UiPath, ServiceNow and Automation Anywhere were designated Product Experience Leaders. While not Leaders, Appian and Pegasystems were also found to meet a broad range of enterprise product experience requirements.</p> <h3>Customer Experience</h3> <p>The importance of a customer relationship with a software provider is essential to the actual success of the products and technology. The advancement of the Customer Experience and the entire life cycle an<img src="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=300&height=393&name=ISG_BG_PAP_Customer_Experience_2024.png" width="300" height="393" loading="lazy" alt="ISG_BG_PAP_Customer_Experience_2024" style="height: auto; max-width: 100%; width: 300px; float: right; margin: 18px;" srcset="https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=150&height=197&name=ISG_BG_PAP_Customer_Experience_2024.png 150w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=300&height=393&name=ISG_BG_PAP_Customer_Experience_2024.png 300w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=450&height=590&name=ISG_BG_PAP_Customer_Experience_2024.png 450w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=600&height=786&name=ISG_BG_PAP_Customer_Experience_2024.png 600w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=750&height=983&name=ISG_BG_PAP_Customer_Experience_2024.png 750w, https://www.isg-research.net/hs-fs/hubfs/ISG_BG_PAP_Customer_Experience_2024.png?width=900&height=1179&name=ISG_BG_PAP_Customer_Experience_2024.png 900w" sizes="(max-width: 300px) 100vw, 300px"> enterprise has with its software provider is critical for ensuring satisfaction in working with that provider. Technology providers that have chief customer officers are more likely to have greater investments in the customer relationship and focus more on their success. These leaders also need to take responsibility for ensuring this commitment is made abundantly clear on the website and in the buying process and customer journey.</p> <p><span>The research results in Customer Experience are ranked at 20%, or one-fifth,</span> <span>using the specific underlying weighted category performance </span>as it relates to the framework of commitment and value to the software provider-customer relationship. The two evaluation categories are Validation (10%) and TCO/ROI (10%), which are weighted to represent their importance to the overall research.</p> <p>The software providers that evaluated the highest overall in the aggregated and weighted Customer Experience categories are ServiceNow, UiPath and IBM. These category Leaders best communicate commitment and dedication to customer needs. While not Leaders, MuleSoft, Microsoft and Appian were also found to meet a broad range of enterprise customer experience requirements.</p> <p>Software providers that performed well in this category provided sufficient customer case studies to demonstrate success and have articulated their commitment to customer experience and an enterprise’s journey. The selection of a software provider means a continuous investment by the enterprise, so a holistic evaluation of any provider must include examination of how they support their customer experience.</p> <h2>Appendix: Software Provider Inclusion</h2> <p>For inclusion in the ISG Buyers Guide™ for Process Automation Platforms in 2024, a software provider must be in good standing financially and ethically, have at least $30 million in annual or projected revenue verified using independent sources, sell products and provide support on at least two continents, and have at least 100 employees. The principal source of the relevant business unit’s revenue must be software-related, and there must have been at least one major software release in the last 18 months.</p> <p>The research is designed to be independent of the specifics of software provider packaging and pricing. To represent the real-world environment in which businesses operate, we include providers that offer suites or packages of products that may include relevant individual modules or applications. If a software provider is actively marketing, selling and developing a product for the general market and it is reflected on the provider’s website that the product is within the scope of the research, that provider is automatically evaluated for inclusion.</p> <p>All software providers that offer relevant process automation platform products and meet the inclusion requirements were invited to participate in the evaluation process at no cost to them.</p> <p><span><span style="color: black; background-color: white;">Software providers that meet our inclusion criteria but did not completely participate in our Buyers Guide were assessed solely on publicly available information. As this could have a significant impact on classification and ratings, we recommend additional scrutiny when evaluating those providers.</span></span></p> <h2>Products Evaluated</h2> <table width="624" style="border-collapse: collapse; table-layout: fixed; margin-left: auto; margin-right: auto; border: 1px solid #99acc2; width: 825px;"> <tbody> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 18px;"><strong><span style="color: #284a7b;">Provider</span></strong></span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Product Names</span></strong></span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Version</span></strong></span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Release <br>Month/Year</span></strong></span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Appian</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Process Automation Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 24.3</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">August 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Automation Anywhere</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Automation Workspace</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 33.0</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Datamatics</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">TruBot RPA</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 5.3</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">November 2023</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Fortra</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Automate Ultimate</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 24.2.0</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">June 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">IBM</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Robotic Process Automation</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 23.0</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Microsoft</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Power Automate</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 2401.3</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">August 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">MuleSoft</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">MuleSoft RPA</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 6.7.0</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">August 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Newgen</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">NewgenONE Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">2024 Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">June 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Nintex</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Nintex RPA</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 24.4</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">April 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Nividous</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Intelligent Automation Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">2024 Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Pegasystems</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Pega Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 24.1.1</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">July 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">ProcessMaker</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">BPA Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">2024 Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">SAP</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">SAP Build Process Automation</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">2024 Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">ServiceNow</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Automation Engine</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">Xanadu Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">August 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">SS&C Blue Prism</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Enterprise Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 7.3</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">June 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Tungsten Automation</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Tungsten RPA</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 11.5.0</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">May 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">UiPath</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Business Automation Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">v. 2023.10.5</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">August 2024</span></p> </td> </tr> <tr> <td style="border: none; width: 189px;" width="164"> <p style="text-align: center;"><span style="font-size: 14px;">Worksoft</span></p> </td> <td style="border: none; width: 231px;" width="206"> <p style="text-align: center;"><span style="font-size: 14px;">Connective Automation Platform</span></p> </td> <td style="border: none; width: 159px;" width="134"> <p style="text-align: center;"><span style="font-size: 14px;">2024 Release</span></p> </td> <td style="border: none; width: 145px;" width="120"> <p style="text-align: center;"><span style="font-size: 14px;">September 2024</span></p> </td> </tr> </tbody> </table> <h2>Providers of Promise</h2> <p>We did not include software providers that, as a result of our research and analysis, did not satisfy the organizational criteria for inclusion in this Buyers Guide. These are listed below as “Providers of Promise.”</p> <table width="625" style="border-collapse: collapse; table-layout: fixed; margin-left: auto; margin-right: auto; border: 1px solid #99acc2; width: 816px;"> <tbody> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Provider</span></strong></span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Product</span></strong></span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Annual Revenue Over $30M</span></strong></span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Operates on Two Continents</span></strong></span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">At Least 100 Employees</span></strong></span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 18px;"><strong><span style="color: #1f497d;">Sufficient Public Information to Evaluate</span></strong></span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">aiwozo</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Enterprise Automation Suite</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">AutomationEdge</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Robotic Process Automation</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">EdgeVerve</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">AssistEdge RPA</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Kognitos</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Generative AI Platform</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Laiye</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Intelligent Automation Platform</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">NICE</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Robotic Automation</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Rezolve.ai</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">AI Automation Studio</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">SAP*</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Signavio</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;"> </span></p> </td> </tr> <tr> <td style="border: none; width: 151.586px;" width="118"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">WorkFusion</span></p> </td> <td style="border: none; width: 156.141px;" width="122"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Work.AI</span></p> </td> <td style="border: none; width: 131.086px;" width="100"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 119.688px;" width="90"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 132.219px;" width="101"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">Yes</span></p> </td> <td style="border: none; width: 124.281px;" width="94"> <p style="text-align: center; vertical-align: baseline;"><span style="font-size: 14px;">No</span></p> </td> </tr> </tbody> </table> <p style="font-size: 16px;"><em>* Note: SAP Signavio is a separate business unit from SAP Build.</em></p></span></div> <div id="hs_cos_wrapper_module_17224229119818" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><section id="form_parallex_outer" class="new_gated_class"> <div class="headline_content"> <div class="container"> <div id="hs_cos_wrapper_module_17224229119818_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_inline_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="inline_rich_text" data-hs-cos-field="section_headline_text"><h2 style="text-align: center; font-size: 30px;"><span style="color: #255a89;">Fill out the form to continue reading</span></h2></div> </div> </div> <div class="form_with_parallax_background" id="form"> <div class="container"> <div class="content_area"> <div class="form_outer"> <span id="hs_cos_wrapper_module_17224229119818_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_form" style="" data-hs-cos-general-type="widget" data-hs-cos-type="form"><h3 id="hs_cos_wrapper_form_59172904_title" class="hs_cos_wrapper form-title" data-hs-cos-general-type="widget_field" data-hs-cos-type="text"></h3> <div id="hs_form_target_form_59172904"></div> </span> </div> </div> </div> </div> </section></div> <div class="blog_down_info" style="display:none;"> <div id="hs_cos_wrapper_module_17234738256193" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <br>  <h3>Research Director</h3> <section id="jeff-orr" class=""> <div class="bioSnippet"> <div class="presenter-box span12"> <img class="face" src="https://www.isg-research.net/hubfs/Orr.Jeff.Circle.png"> <h5><a href="https://jefforr.ventanaresearch.com/?hsLang=en">Jeff Orr</a></h5> <h5>Director of Research, Digital Technology </h5> <ul class="social-share"> <li><a href="https://www.facebook.com/ventanaresearch/" target="_blank" class="facebook"><i class="fa fa-facebook"></i></a></li> <li><a href="https://twitter.com/JeffOrrVR" target="_blank" class="twitter"><i class="fa fa-brands fa-x-twitter"></i></a></li> <li><a href="https://www.linkedin.com/in/jefforr/" target="_blank" class="linkedin"><i class="fa fa-linkedin"></i></a></li> </ul> <p>Jeff Orr leads the research and advisory for the CIO and digital technology expertise at ISG Software Research, with a focus on modernization and transformation for IT. Jeff’s coverage spans cloud computing, DevOps and platforms, digital security, intelligent automation, ITOps and service management, intelligent automation and observation technologies across the enterprise.</p>   </div> </div> </section> <br><br></div> </div> <div class="blog_down_info" style="display:none;"> <div id="hs_cos_wrapper_module_17229389323114" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><div class="about_isg_text_outer"> <h2 style="font-weight: bold;">About ISG Software Research</h2> <p>ISG Software Research provides authoritative market research and coverage on the business and IT aspects of the software industry. We distribute research and insights daily through our community, and we provide a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. 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href="javascript:" id="return-to-top"> </a> </footer> </div>  <script defer src="/hs/hsstatic/content-cwv-embed/static-1.1293/embed.js"></script> <script src="https://www.isg-research.net/hs-fs/hub/2035844/hub_generated/template_assets/94278782902/1725882474552/Ventana_Research_2023/Ventana_Research_2023_child.min.js"></script> <script> var hsVars = hsVars || {}; hsVars['language'] = 'en'; </script> <script src="/hs/hsstatic/cos-i18n/static-1.53/bundles/project.js"></script> <script src="https://www.isg-research.net/hs-fs/hub/2035844/hub_generated/module_assets/90531062927/1702386872146/module_90531062927_Header-Global.min.js"></script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Process Automation Platforms Buyers Guide 2024 Executive Summary", "mainEntityOfPage": "https://www.isg-research.net/buyers-guide/digital_technology/process_automation_platforms/2024", "datePublished": "21/10/2024", "dateModified": "21/10/2024", "articleBody": "Executive Summary Process Automation Platforms Enterprises face a perfect storm of challenges and opportunities. The pace of digital transformation, coupled with increasing customer expectations for personalized experiences, has applied pressure on enterprises to innovate and optimize. Simultaneously, the rapid expansion of data from diverse sources presents an opportunity for insight-driven decision-making and a challenge in processing and analysis. Enterprises that are grappling with legacy systems struggle to keep up with today’s demands while navigating complex regulatory environments that require detailed compliance and reporting. The global talent shortage, particularly in technology and IT-related fields, makes it difficult for enterprises to scale operations effectively. Moreover, the need for business agility and resilience, along with these converging factors, has created an urgency to automate routine tasks, but also enhance decision-making capabilities, improve customer interactions and accelerate continuous process improvement. In this context, intelligent automation has emerged as a transformative force. ISG Research defines intelligent automation as an advanced approach to business process optimization that utilizes artificial intelligence (AI), machine learning (ML) and automation technologies. Intelligent automation enhances efficiency, reduces errors and improves decision-making across the enterprise. It shifts human resources from simple, repetitive tasks to more complex problem-solving activities while augmenting their capabilities through human-AI collaboration that embraces continuous learning systems and improves over time. ISG Research segments intelligent automation into four areas: Process Automation Platforms, Conversational Automation, Intelligent Document Processing and Process Discovery and Mining. Process automation platforms, which form the foundation of intelligent automation, automate repetitive, rule-based tasks across various applications and systems. Originally designed using robotic process automation (RPA), they emulate human actions to perform high-volume, transactional activities efficiently and without error. ISG Research anticipates that RPA and generative AI (GenAI) will remain integral to task and process automation and that the software segment will soon focus on process orchestration and management. By integrating with existing systems and software tools and accessing large repositories of structured, semi-structured and unstructured data, intelligent automation with process automation platforms can lead to business process insights that contribute to innovation and competitive advantage. We assert that by 2026, RPA technology will evolve to address the broader needs of intelligent automation and distributed cloud architectures, and will be delivered as a SaaS platform, reducing the need for complex infrastructure setup and maintenance. For chief information officers and IT leaders, task and process automation represents a strategic investment in digital transformation, offering the potential to enhance operational efficiency, improved accuracy and consistency, and drive greater innovation and agility. Process automation platform software has become a focal point in enterprise technology discussions, driven by the convergence of several critical factors. The acceleration of digital transformation, catalyzed by the COVID-19 pandemic, has increased the need for operational agility and modernization of legacy systems. This urgency, combined with advancements in AI and machine learning, has expanded process automation capabilities to handle complex cognitive tasks. The explosion of data across enterprises has further amplified the importance of this technology, as it offers powerful tools for processing and deriving insights from vast amounts of information, enabling data-driven decision-making at scale. Additionally, process automation platforms address the evolving workforce landscape by automating routine tasks and augmenting human capabilities, allowing workers to focus on higher-value, strategic activities. Process automation platforms, which support an enterprise’s goal to increase operational efficiency, reduce errors in repetitive tasks and free up human resources for more strategic work. These platforms are particularly beneficial for organizations looking to streamline high-volume, rule-based processes across multiple departments or legacy systems. They offer quick wins in cost reduction and productivity gains, suitable for businesses seeking rapid return on investment from automation initiatives. A well-chosen automation strategy can drive operational excellence, improved customer experiences and enhanced decision-making. The choice of intelligent automation software should align with the enterprise’s strategic objectives and operational needs. It is also important to consider factors such as the current process landscape, compatibility and integration with the technology infrastructure, data availability and quality, ROI and financial impact and organizational readiness. A well-chosen automation strategy can drive operational excellence, improved customer experiences and enhanced decision-making. GenAI and large language model technologies offer valuable capabilities in natural language understanding and processing, content generation and task automation, potentially streamlining operations and enhancing decision-making processes. It is crucial to understand the potential and challenges of these technologies. We assert that through 2026, only 1 in 5 enterprises will analyze patterns and generate insights from GenAI software that empower data-driven decision-making and lead to improved business outcomes. GenAI and LLMs are enhancing process automation platform software in several ways, including: Automated code generation, with large language models generating code snippets or entire scripts based on natural language descriptions of desired automation tasks. This speeds the development of automation workflows and reduces the technical expertise required to create automations. Natural language process design, which allows users to describe complex processes in plain language and generates a visual flowchart or process map, making it easier for non-technical staff to contribute to automation projects. Intelligent decision-making, using large language models to analyze vast amounts of historical data and current content to make more granular decisions within automation workflows, handling exceptions and edge cases more effectively. Dynamic process optimization, using GenAI to suggest process improvements by analyzing execution data and identifying inefficiencies or bottlenecks on a continuous basis. CIOs and IT leaders should approach intelligent automation software incorporating GenAI and LLMs with enthusiasm and caution. While these technologies offer significant benefits, they also come with unique challenges and prerequisites. A holistic evaluation must include technical aspects and also business, ethical and strategic considerations. Other areas of focus include risk awareness, critical infrastructure, organizational readiness, governance and compliance and a long-term perspective on sustainability and scalability of AI approaches. Our Process Automation Platforms Buyers Guide is designed to provide a 360-degree view of a software provider’s ability to use enterprise data to standardize and optimize a variety of business processes and tasks. ISG believes a methodical approach is essential to maximize competitiveness. It is critical to select the right software provider and product to improve the performance of your enterprise’s people, process, information and technology components. The ISG Buyers Guide™ for Process Automation Platforms evaluates product capabilities including attended and unattended RPA, system integrations, natural language processing (NLP), data analytics, workflow builders, user interface, AI/ML, cognitive automation, load balancing, citizen developers, error handling and exceptions, and demonstrated investment in product capabilities. To be included in this Buyers Guide, software providers must meet or exceed the inclusion criteria and have commercially available products in task and process automation. This Buyers Guide report evaluates the following software providers that offer products addressing key elements of process automation platforms: Appian, Automation Anywhere, Datamatics, Fortra, IBM, Microsoft, MuleSoft, Newgen, Nintex, Nividous, Pegasystems, ProcessMaker, SAP, ServiceNow, SS&C Blue Prism, Tungsten Automation, UiPath and Worksoft. Software providers that offer intelligent document processing, conversational automation or process discovery capabilities are represented in separate Buyers Guide research reports. Buyers Guide Overview For over two decades, ISG Research has conducted market research in a spectrum of areas across business applications, tools and technologies. We have designed the Buyers Guide to provide a balanced perspective of software providers and products that is rooted in an understanding of the business requirements in any enterprise. Utilization of our research methodology and decades of experience enables our Buyers Guide to be an effective method to assess and select software providers and products. The findings of this research undertaking contribute to our comprehensive approach to rating software providers in a manner that is based on the assessments completed by an enterprise. ISG Research has designed the Buyers Guide to provide a balanced perspective of software providers and products that is rooted in an understanding of business requirements in any enterprise. The ISG Buyers Guide™ for Process Automation Platforms is the distillation of over a year of market and product research efforts. It is an assessment of how well software providers’ offerings address enterprises’ requirements for process automation platform software. The index is structured to support a request for information (RFI) that could be used in the request for proposal (RFP) process by incorporating all criteria needed to evaluate, select, utilize and maintain relationships with software providers. An effective product and customer experience with a provider can ensure the best long-term relationship and value achieved from a resource and financial investment. In this Buyers Guide, ISG Research evaluates the software in seven key categories that are weighted to reflect buyers’ needs based on our expertise and research. Five are product-experience related: Adaptability, Capability, Manageability, Reliability, and Usability. In addition, we consider two customer-experience categories: Validation, and Total Cost of Ownership/Return on Investment (TCO/ROI). To assess functionality, one of the components of Capability, we applied the ISG Research Value Index methodology and blueprint, which links the personas and processes for process automation platforms to an enterprise’s requirements. The structure of the research reflects our understanding that the effective evaluation of software providers and products involves far more than just examining product features, potential revenue or customers generated from a provider’s marketing and sales efforts. We believe it is important to take a comprehensive, research-based approach, since making the wrong choice of process automation platform technology can raise the total cost of ownership, lower the return on investment and hamper an enterprise’s ability to reach its full performance potential. In addition, this approach can reduce the project’s development and deployment time and eliminate the risk of relying on a short list of software providers that does not represent a best fit for your enterprise. ISG Research believes that an objective review of software providers and products is a critical business strategy for the adoption and implementation of process automation platform software and applications. An enterprise’s review should include a thorough analysis of both what is possible and what is relevant. We urge enterprises to do a thorough job of evaluating intelligent automation systems and tools and offer this Buyers Guide as both the results of our in-depth analysis of these providers and as an evaluation methodology. How To Use This Buyers Guide Evaluating Software Providers: The Process We recommend using the Buyers Guide to assess and evaluate new or existing software providers for your enterprise. The market research can be used as an evaluation framework to establish a formal request for information from providers on products and customer experience and will shorten the cycle time when creating an RFI. The steps listed below provide a process that can facilitate best possible outcomes. Define the business case and goals. Define the mission and business case for investment and the expected outcomes from your organizational and technology efforts. Specify the business needs. Defining the business requirements helps identify what specific capabilities are required with respect to people, processes, information and technology. Assess the required roles and responsibilities. Identify the individuals required for success at every level of the organization from executives to front line workers and determine the needs of each. Outline the project’s critical path. What needs to be done, in what order and who will do it? This outline should make clear the prior dependencies at each step of the project plan. Ascertain the technology approach. Determine the business and technology approach that most closely aligns to your organization’s requirements. Establish technology vendor evaluation criteria. Utilize the product experience: Adaptability, Capability, Manageability, Reliability and Usability, and the customer experience in TCO/ROI and Validation. Evaluate and select the technology properly. Weight the categories in the technology evaluation criteria to reflect your organization’s priorities to determine the short list of vendors and products. Establish the business initiative team to start the project. Identify who will lead the project and the members of the team needed to plan and execute it with timelines, priorities and resources. The Findings All of the products we evaluated are feature-rich, but not all the capabilities offered by a software provider are equally valuable to types of workers or support everything needed to manage products on a continuous basis. Moreover, the existence of too many capabilities may be a negative factor for an enterprise if it introduces unnecessary complexity. Nonetheless, you may decide that a larger number of features in the product is a plus, especially if some of them match your enterprise’s established practices or support an initiative that is driving the purchase of new software. Factors beyond features and functions or software provider assessments may become a deciding factor. For example, an enterprise may face budget constraints such that the TCO evaluation can tip the balance to one provider or another. This is where the Value Index methodology and the appropriate category weighting can be applied to determine the best fit of software providers and products to your specific needs. Overall Scoring of Software Providers Across Categories The research finds ServiceNow atop the list, followed by UiPath and Appian. Companies that place in the top three of a category earn the designation of Leader. UiPath has done so in seven categories; ServiceNow in five; Appian and Automation Anywhere in three; and MuleSoft, SAP and SS&C Blue Prism in one category. The overall representation of the research below places the rating of the Product Experience and Customer Experience on the x and y axes, respectively, to provide a visual representation and classification of the software providers. Those providers whose Product Experience have a higher weighted performance to the axis in aggregate of the five product categories place farther to the right, while the performance and weighting for the two Customer Experience categories determines placement on the vertical axis. In short, software providers that place closer to the upper-right on this chart performed better than those closer to the lower-left. The research places software providers into one of four overall categories: Assurance, Exemplary, Merit or Innovative. This representation classifies providers’ overall weighted performance. Exemplary: The categorization and placement of software providers in Exemplary (upper right) represent those that performed the best in meeting the overall Product and Customer Experience requirements. The providers rated Exemplary are: Appian, Automation Anywhere, IBM, Microsoft, ServiceNow and UiPath. Innovative: The categorization and placement of software providers in Innovative (lower right) represent those that performed the best in meeting the overall Product Experience requirements but did not achieve the highest levels of requirements in Customer Experience. The providers rated Innovative are: Nintex, Pegasystems and SS&C Blue Prism. Assurance: The categorization and placement of software providers in Assurance (upper left) represent those that achieved the highest levels in the overall Customer Experience requirements but did not achieve the highest levels of Product Experience. The providers rated Assurance are: Fortra, MuleSoft and SAP. Merit: The categorization of software providers in Merit (lower left) represents those that did not exceed the median of performance in Customer or Product Experience or surpass the threshold for the other three categories. The providers rated Merit are: Datamatics, Newgen, Nividous, ProcessMaker, Tungsten Automation and Worksoft. We warn that close provider placement proximity should not be taken to imply that the packages evaluated are functionally identical or equally well suited for use by every enterprise or for a specific process. Although there is a high degree of commonality in how enterprises handle process automation platforms, there are many idiosyncrasies and differences in how they do these functions that can make one software provider’s offering a better fit than another’s for a particular enterprise’s needs. We advise enterprises to assess and evaluate software providers based on organizational requirements and use this research as a supplement to internal evaluation of a provider and products. Product Experience The process of researching products to address an enterprise’s needs should be comprehensive. Our Value Index methodology examines Product Experience and how it aligns with an enterprise’s life cycle of onboarding, configuration, operations, usage and maintenance. Too often, software providers are not evaluated for the entirety of the product; instead, they are evaluated on market execution and vision of the future, which are flawed since they do not represent an enterprise’s requirements but how the provider operates. As more software providers orient to a complete product experience, evaluations will be more robust. The research results in Product Experience are ranked at 80%, or four-fifths, of the overall rating using the specific underlying weighted category performance. Importance was placed on the categories as follows: Usability (10%), Capability (25%), Reliability (15%), Adaptability (15%) and Manageability (15%). This weighting impacted the resulting overall ratings in this research. UiPath, ServiceNow and Automation Anywhere were designated Product Experience Leaders. While not Leaders, Appian and Pegasystems were also found to meet a broad range of enterprise product experience requirements. Customer Experience The importance of a customer relationship with a software provider is essential to the actual success of the products and technology. The advancement of the Customer Experience and the entire life cycle an enterprise has with its software provider is critical for ensuring satisfaction in working with that provider. Technology providers that have chief customer officers are more likely to have greater investments in the customer relationship and focus more on their success. These leaders also need to take responsibility for ensuring this commitment is made abundantly clear on the website and in the buying process and customer journey. The research results in Customer Experience are ranked at 20%, or one-fifth, using the specific underlying weighted category performance as it relates to the framework of commitment and value to the software provider-customer relationship. The two evaluation categories are Validation (10%) and TCO/ROI (10%), which are weighted to represent their importance to the overall research. The software providers that evaluated the highest overall in the aggregated and weighted Customer Experience categories are ServiceNow, UiPath and IBM. These category Leaders best communicate commitment and dedication to customer needs. While not Leaders, MuleSoft, Microsoft and Appian were also found to meet a broad range of enterprise customer experience requirements. Software providers that performed well in this category provided sufficient customer case studies to demonstrate success and have articulated their commitment to customer experience and an enterprise’s journey. The selection of a software provider means a continuous investment by the enterprise, so a holistic evaluation of any provider must include examination of how they support their customer experience. Appendix: Software Provider Inclusion For inclusion in the ISG Buyers Guide™ for Process Automation Platforms in 2024, a software provider must be in good standing financially and ethically, have at least $30 million in annual or projected revenue verified using independent sources, sell products and provide support on at least two continents, and have at least 100 employees. The principal source of the relevant business unit’s revenue must be software-related, and there must have been at least one major software release in the last 18 months. The research is designed to be independent of the specifics of software provider packaging and pricing. To represent the real-world environment in which businesses operate, we include providers that offer suites or packages of products that may include relevant individual modules or applications. If a software provider is actively marketing, selling and developing a product for the general market and it is reflected on the provider’s website that the product is within the scope of the research, that provider is automatically evaluated for inclusion. All software providers that offer relevant process automation platform products and meet the inclusion requirements were invited to participate in the evaluation process at no cost to them. Software providers that meet our inclusion criteria but did not completely participate in our Buyers Guide were assessed solely on publicly available information. As this could have a significant impact on classification and ratings, we recommend additional scrutiny when evaluating those providers. Products Evaluated Provider Product Names Version Release Month/Year Appian Process Automation Platform v. 24.3 August 2024 Automation Anywhere Automation Workspace v. 33.0 September 2024 Datamatics TruBot RPA v. 5.3 November 2023 Fortra Automate Ultimate v. 24.2.0 June 2024 IBM Robotic Process Automation v. 23.0 September 2024 Microsoft Power Automate v. 2401.3 August 2024 MuleSoft MuleSoft RPA v. 6.7.0 August 2024 Newgen NewgenONE Platform 2024 Release June 2024 Nintex Nintex RPA v. 24.4 April 2024 Nividous Intelligent Automation Platform 2024 Release September 2024 Pegasystems Pega Platform v. 24.1.1 July 2024 ProcessMaker BPA Platform 2024 Release September 2024 SAP SAP Build Process Automation 2024 Release September 2024 ServiceNow Automation Engine Xanadu Release August 2024 SS&C Blue Prism Enterprise Platform v. 7.3 June 2024 Tungsten Automation Tungsten RPA v. 11.5.0 May 2024 UiPath Business Automation Platform v. 2023.10.5 August 2024 Worksoft Connective Automation Platform 2024 Release September 2024 Providers of Promise We did not include software providers that, as a result of our research and analysis, did not satisfy the organizational criteria for inclusion in this Buyers Guide. These are listed below as “Providers of Promise.” Provider Product Annual Revenue Over $30M Operates on Two Continents At Least 100 Employees Sufficient Public Information to Evaluate aiwozo Enterprise Automation Suite No Yes No AutomationEdge Robotic Process Automation No Yes Yes EdgeVerve AssistEdge RPA No Yes No Kognitos Generative AI Platform No Yes No Laiye Intelligent Automation Platform No Yes Yes NICE Robotic Automation Yes Yes Yes No Rezolve.ai AI Automation Studio No Yes No SAP* Signavio No Yes No WorkFusion Work.AI Yes Yes Yes No * Note: SAP Signavio is a separate business unit from SAP Build.", "image": { "@type": "ImageObject", "url": "https://www.isg-research.net/hubfs/buyers_guide_images/AdobeStock_788442402_dt_process_automation_platforms_1330px.jpg", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Jeff Orr", "url": "https://www.isg-research.net/buyers-guide/author/jeff-orr", "sameAs": "https://www.linkedin.com/in/jefforr" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "www.isg-research.net", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } } </script> <script src="https://www.isg-research.net/hs-fs/hub/2035844/hub_generated/module_assets/174502172302/1729247881226/module_174502172302_fixed_sidebar_buyers_guide_posts.min.js"></script>  <script data-hs-allowed="true" src="/_hcms/forms/v2.js"></script> <script data-hs-allowed="true"> var options = { portalId: '2035844', formId: 'ec99bfea-f4fd-461d-a2cd-e33b4ea43f02', formInstanceId: '138', pageId: '181387530667', region: 'na1', pageName: "Process Automation Platforms Buyers Guide 2024 Executive Summary", inlineMessage: "Thanks for submitting the form.", rawInlineMessage: "Thanks for submitting the form.", hsFormKey: "89d6596d9b67c86d85eb1edc0b0768f5", css: '', target: '#hs_form_target_form_59172904', contentType: "blog-post", formsBaseUrl: '/_hcms/forms/', formData: { cssClass: 'hs-form stacked hs-custom-form' } }; 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