Robotic process automation (RPA) has been the talk of the BPO industry for the last 18 months as service providers bring the capability into their offerings for the enterprise. In this report, we spoke with 16 enterprises who were early adopters of RPA in their BPO contracts to hear from them on a variety of RPA related topics. These include: why they implemented RPA now, how to get organizational buy-in for RPA, where are the benefits coming from, how to realize those benefits, what to appreciate about RPA and where they still have concerns about RPA. This report provides practical, actionable insights on how RPA can impact enterprise BPO contracts today.
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