The Customer Service Journal

Volume 5 July 2019

Knowledge for the World of Customer Service & Support

ISSN: 2374-9296

Robotic Process Automation News & Commentary


Money Control News


Blue Prism to acquire Thoughtonomy; plans to offer RPA-as-a-service


Blue Prism, announced its agreement to acquire Thoughtonomy. The acquisition, expected to close by end of July, will see Blue Prism's connected-RPA platform distributed and supported as a turnkey SaaS offering, helping accelerate the deployment of digital workers across market verticals and into mid-tier enterprises worldwide.


Thoughtonomy's secure, award-winning SaaS solution, leverages Microsoft Azure, to enable an on demand virtual workforce and robust intelligent automation platform. This acquisition joins the power of Blue Prism's connected-RPA platform with Thoughtonomy's SaaS capabilities, allowing customers to accelerate automation projects more easily to drive improved productivity and customer experiences, without needing to set up a dedicated infrastructure to support their program.


It gives enterprises a way to access and leverage fully integrated AI technologies such as computer vision, Natural Language Processing (NLP) and machine learning to address a complete range of use cases from back office to front office. Additional features, including ready-to use channel interfaces such as chatbots and web-forms coupled with Thoughtonomy's integrated AI-enabled digital workforce manager, IADA, help companies scale their automation strategy at speed.


Business Wire:  Nice


NICE Robotic Process Automation Deepens AI Capabilities for Expanded Automation Discovery and Real-Time Monitoring Intelligence


NICE (Nasdaq: NICE) today announced the availability of its Robotic Process Automation version 7.1. The new release drives comprehensive and rapid automation development, ensures business continuity and enables efficient robotic and human workforce management. New capabilities include AI-driven automation discovery for identifying sub-processes, proactive identification of automation workflows and connectivity issues, intelligent real-time data, dashboards and sophisticated control features. The result is an expansion of the automation footprint and faster optimization of business value and ROI.


The Enterprisers Project:  Kevin Casey


Robotic Process Automation (RPA): 6 things people get wrong


To avoid trouble with robotic process automation projects, explain these common misconceptions to your team – and to executives supporting your RPA work.You have a variety of factors to consider when identifying opportunities for robotic process automation: If a process is predictable, repetitive, and high-volume, for example, it might be a prime candidate for RPA.


However, due to high expectations – and sometimes misplaced hopes – some people veer off the path to a successful RPA initiative before they really get going. When this happens, it can be the result of a basic misunderstanding about what RPA is or how it works.By debunking misconceptions up front, you can avoid unnecessary detours. You will want to explain and emphasize these misconceptions with your team – as well as executives up the chain who are evangelizing your RPA project. So let’s consider – and clarify – six things people often get wrong about RPA.


July 1, 2019



IST Networks Partners With UiPath to Deliver Robotic Process Automation (RPA) Solutions in the Middle East


IST Networks has partnered with UiPath, the Robotic Process Automation (RPA) market leader to provide RPA services in the Middle East and enable IST clients to automate key business processes across their organizations.


IST has been delivering exceptional customer experience (CX) technology solutions since 2002. Having carefully selected the best CX technologies in the marketplace to empower their customers, IST sees its partnership with UiPath as the perfect fit to its CX Technology stack. Contact center agents, for instance, are well placed to reap the benefits of automatization, as they handle numerous repetitive and tedious processes that can be automated using RPA. Moreover, jumping between various applications shifts focus away from the customer, lowering agent productivity, and potentially endangering data accuracy. That is why, by using the UiPath RPA platform, agents are freed from mind-numbing tasks, increase their overall efficiency and focus on developing their customer-centric skills.




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