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This report looks at the current state of play in automation, evaluates the key success factors in partnering effectively on automation projects, and provides a brief preview of what is to come as automation, analytics, and AI converge.


  • There is no "one size fits all" automation technology. No single tool is likely to competently meet the entire range of any given enterprise's needs.
  • Process expertise is key, not just at industry and department levels – specific customer level expertise is best.
  • Automation is now solving the problem that BPO has solved in the past via labor arbitrage.

Features and Benefits

  • Evaluates the key success factors in partnering effectively on automation projects (from an enterprise, IT services provider, and technology vendor perspective)
  • Provides a brief preview of what is to come as automation, analytics, and artificial intelligence (AI) converge.

Key questions answered

  • What are the lessons learned so far in automation implementation?
  • What should enterprises, automation platform vendors, and IT services providers keep top of mind to ensure long-lasting relationships and successful implementations?

Table of contents


  • In brief
  • Ovum view
  • Recommendations

Automation today

  • The virtual workforce is here and on the increase
  • There is no clear and agreed terminology for automation
  • Software robots are up and running

Partnering for automation

  • The partnerships in place for automation are multitudinous

Partnering – keys to success

  • For all players: enterprises, IT service vendors, and technology vendors
  • For the enterprise
  • For the IT services vendors
  • For the platform (software) vendors

Automation is converging with analytics

  • A tipping point lies ahead


  • Methodology
  • Further reading
  • Author

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