Gartner Research

Market Trends: CSPs Ramp Up Robotic Process Automation Deployment

Published: 23 August 2017

ID: G00325151

Analyst(s): Cathy Tornbohm , Charlotte Patrick


Communications service providers' strategic imperative to lower their cost structure and increase agility drives the need for robotic process automation. With Gartner insights, technology strategic planners will be able to identify the best approach to implementation.

Table Of Contents


Market Trend

  • The Top Opportunities for RPA Deployment in CSPs Are Order Fulfilment, Contact Center and Finance Processes
    • Recommendations
  • RPA Impacts Four Main Types of Human Activity in a CSP
    • Tickets, Orders and Tasks
    • Interaction Support
    • Checks and Changes
    • Information Generators
    • Recommendations: Finding Good Problems for Early Day RPA Implementations
  • The Future of RPA Lies in Its Integration With Other Technologies

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