Companies in many industries are increasing investments in end-to-end automation to create sustainable business value, ISG Provider Lens report says
Most industries in the U.S. are increasing their investments in automation software to improve business processes and productivity as part of accelerated digital transformations, according to a new research report published by Information Services Group, a leading global technology research and advisory firm.
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“Service providers are starting to offer scalable IEA solutions that reduce the cost of onboarding.”
The 2022 ISG Provider Lens™ Intelligent Automation Services and Solutions report for the U.S. finds that the U.S. is the leading market for automation technology, generating nearly 45 percent of global spending in the sector this year. U.S. industries are now pursuing intelligent automation, a combination of robotic process automation (RPA), business process management (BPM) and predictive AI that lets organizations automate complete processes to augment customer and employee experience.
“Most U.S. enterprises are exploring end-to-end automation that cuts across corporate functions and business portfolios,” said Chip Wagner, CEO, ISG Automation. “Big-picture automation initiatives deliver more overall business value than quick projects in separate silos.”
In the U.S. and other advanced markets, intelligent automation is transforming business processes across many industries, ISG says. In the financial sector, it is helping institutions manage routine processes to improve accuracy, controllership and compliance. In health care, automation is reducing costs by automating tasks such as scheduling, insurance processing and regulatory compliance.
U.S. enterprises’ desire to expand current automation projects to enterprise-wide scale, using capabilities created by advances in AI and machine learning, has fueled growing demand for intelligent enterprise automation (IEA), the report says. Companies face steep challenges along the way, including determining what can — and should — be automated.
“Enterprise-wide automation forces companies to fully understand data sets from all parts of the business before they can implement an effective solution,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research Service. “Service providers are starting to offer scalable IEA solutions that reduce the cost of onboarding.”
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The U.S. also leads in the adoption of AIOps solutions, which use machine learning to streamline business processes by learning from past events, detecting anomalies and automating repetitive tasks, ISG says. Successful business transformation requires AIOps to monitor and analyze increasingly dynamic and complex technology environments.
As home to some of the world’s largest companies, the U.S. is the most attractive market for next-gen automation, which prepares organizations to use automation to address new market needs well into the future, the report says. With next-gen automation, large, mature enterprises use design thinking and organizational change management to achieve a sustainable competitive edge through automation.
The report also covers other intelligent automation trends in the U.S., including the effects of an ongoing skills shortage and the growth of automation frameworks created by service provider centers of excellence.
The 2022 ISG Provider Lens™ Intelligent Automation Services and Solutions report for the U.S. evaluates the capabilities of 36 providers across three quadrants: Intelligent Enterprise Automation, Artificial Intelligence for IT Operations (AIOps) and Next-Gen Automation.
The report names Accenture, Capgemini, Cognizant, HCLTech, Infosys, LTI, TCS and Wipro as Leaders in all three quadrants. It names Hexaware and IBM as Leaders in two quadrants each and Deloitte, Genpact and WNS Vuram as Leaders in one quadrant each.
In addition, PwC and Tech Mahindra are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants each. Mphasis is named as a Rising Star in one quadrant.
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