BPO meets RPA

Robots, softwares, and automated processes will drive the transformation of BPO in the future. A BPO ecosystem with systematic involvement of automation practices and the right implementation roadmap can help organisations achieve significant process and cost savings.

BPO evolution has always been driven by the constant demand to achieve cost and process efficiencies. The transactional activities in procurement and finance have been in the scope of process standardisation and centralisation since the beginning. The repetitive and less judgement-intensive nature of these activities made them ideal for outsourcing.

The market has turned its focus towards the advancements that process automation industry has made in using robotics, macros, rule-based algorithms, etc.

  • To automate intricate and manual business process operations such as data entry, approvals, data manipulation and record-keeping
  • To enable the processes with decision making capabilities and the scope to further refine the use of resources

UiPath(our software partner) & BPO: The perfect match

Industry analysts may be unanimous in forecasting rapid and large-scale adoption of RPA technology by BPO providers, but it would be a serious mistake to expect that all RPA products will give them equal value. UiPath identified the essential requirements for BPO and built specifically for their needs. By working in close partnership with a BPO customer since 2014, they constantly refined their robotic software. It is now regarded as being the perfect match for BPO organisations while having an industry-leading capability.

Here are four reasons why:

Automating BPO
While all RPA customers want the basic benefits of the technology: cost reduction, accuracy, faster cycle times and non-invasiveness, we acknowledge how BPO providers are differentiated by these requirements:
Exceptional Citrix automation   RPA-Business-Analyst.png

UiPath’s intelligent computer vision and image recognition technology deliver unrivaled Citrix automation speed (8X – 10X faster) and reliability (automatically adjusts to screen changes).This is important because 95%+ of BPO customers have Citrix environments, some have dozens and others have hundreds. Any automation weakness in this area should be a cause for concern.

Virtual delivery centers   RPA-Business-Analyst.png

VDCs allow BPOs to leverage their global delivery strengths by centralizing automation teams in a few global centers and deploying/managing their virtual workforces in the Cloud.VDCs require two essential product features that UiPath provides – Multi-tenancy: complex deployments demand only one central server, not dozens; Multi-robot Residency: virtual machines can host multiple robots, not just one.

Intelligent Operations Platform   RPA-Business-Analyst.png

The pedigree of this technology stretches back to the unattended automation developed with Capgemini in 2014. Now, that innovation has been advanced to include: IntelligentScheduling, Intelligent Execution, Intelligent Scalability & AI/Cognitive Automation. This is designed with one important aspect in mind: BPO providers have a customer base focused on the execution of high transaction volumes. UiPath’s Intelligent Operations Platform provides the high-performance batch processing required to deliver large volumes of work at profitable levels of efficiencies.

Insightful reporting   RPA-Business-Analyst.png

Our Intelligent Operations Platform includes reporting using Elasticsearch and Kibana. These open source technologies provide unsurpassed analytical and graphic power, andcustomization for the management reporting requirements of tens, or hundreds of BPO customers.

Applicability of automation across categories

Given the current stage of maturity, automation can be adopted for  transactional, repetitive, and less judgement-intensive processes.

Generic roadmap adopted by organizations to approach BPO automation

The process selection for automation should be based on systematic criteria and a structured roadmap.

Benefits from BPO automation

Source: Beroe Analysis