Service Delivery Automation Market by Type (IT Process Automation, Business Process Automation), Organization Size (Large Enterprises, SME’s), Vertical (BFSI, Travel & Hospitality, Telecommunication & Media) and Region - Global Forecast to 2021
“Need to go agile for faster delivery of services is a key driver for the service delivery automation market”
The service delivery automation market is estimated to grow from USD 1.82 billion in 2016 to USD 6.31 billion by 2021, at a CAGR of 28.2%. The report segments the market into automation type, organization size, vertical, and region. Major growth drivers of the service delivery automation market include the need to go agile for faster time-to-service, and to replace or compliment manpower with automation to deliver quality services.
“Healthcare & pharmaceuticals segment estimated to grow at the highest rate during the forecast period”
The market, by vertical, has been segmented into BFSI; IT, telecommunication & media; travel, hospitality & transportation; retail & consumer goods; healthcare & pharmaceuticals; manufacturing & logistics; and others. The healthcare & pharmaceuticals vertical segment is expected to grow at the highest CAGR during the forecast period, considering it being an information-dependent sector. The adoption of service delivery automation solutions not only help in reducing operational costs, but also ensure increased accuracy of processes. These factors will drive the adoption of service delivery automation in the healthcare & pharmaceuticals sector.
“APAC projected to grow at the highest rate during the forecast period”
North America holds the largest market share in 2016 and the trend is expected to continue in the coming years. The concept of service delivery automation is to help automate business processes in order to reduce costs, by replacing manpower with technology in service delivery. This has rapidly increased the demand for service delivery automation solutions. The market in APAC is expected to witness exponential growth, and the region is projected to be the fastest-growing in the global service delivery automation market during the forecast period. This growth is mainly attributed to the strong presence of outsourcing industries in countries such as India and China, which, in turn, will propel the adoption of service delivery solutions across the region.
In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with key people. The break-up of profiles of primary participants is given below:
1. IBM Corporation
2. UiPath
3. IPsoft
4. Blue Prism
5. Xerox Corporation
6. Nice Systems Ltd.
7. Celaton Limited
8. Openspan. Inc.
9. Automation Anywhere, Inc.
10. Arago US, Inc.
11. Genfour Ltd.
12. Exilant Technologies Private Limited
The report will help market leaders/new entrants in this market in the following ways:
1. This report segments the service delivery automation market comprehensively and provides the closest approximations of the revenue numbers for the overall market and subsegments across different verticals and regions.
2. The report helps stakeholders to understand the pulse of the market and provides them information on key market drivers, restraints, challenges, and opportunities.
3. This report will help stakeholders to better understand the competitor and gain more insights to better their position in the business. The competitive landscape section includes new product launches, partnerships, agreements & collaborations, mergers & acquisitions, and expansions.
The service delivery automation market is estimated to grow from USD 1.82 billion in 2016 to USD 6.31 billion by 2021, at a CAGR of 28.2%. The report segments the market into automation type, organization size, vertical, and region. Major growth drivers of the service delivery automation market include the need to go agile for faster time-to-service, and to replace or compliment manpower with automation to deliver quality services.
“Healthcare & pharmaceuticals segment estimated to grow at the highest rate during the forecast period”
The market, by vertical, has been segmented into BFSI; IT, telecommunication & media; travel, hospitality & transportation; retail & consumer goods; healthcare & pharmaceuticals; manufacturing & logistics; and others. The healthcare & pharmaceuticals vertical segment is expected to grow at the highest CAGR during the forecast period, considering it being an information-dependent sector. The adoption of service delivery automation solutions not only help in reducing operational costs, but also ensure increased accuracy of processes. These factors will drive the adoption of service delivery automation in the healthcare & pharmaceuticals sector.
“APAC projected to grow at the highest rate during the forecast period”
North America holds the largest market share in 2016 and the trend is expected to continue in the coming years. The concept of service delivery automation is to help automate business processes in order to reduce costs, by replacing manpower with technology in service delivery. This has rapidly increased the demand for service delivery automation solutions. The market in APAC is expected to witness exponential growth, and the region is projected to be the fastest-growing in the global service delivery automation market during the forecast period. This growth is mainly attributed to the strong presence of outsourcing industries in countries such as India and China, which, in turn, will propel the adoption of service delivery solutions across the region.
In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with key people. The break-up of profiles of primary participants is given below:
- By Company Type: Tier 1: 30%, Tier 2: 10%, and Tier 3: 60%
- By Designation: C-level: 20%, Director level: 30%, and Others: 50%
- By Region: North America: 60%, Europe: 10%, APAC: 30%,
1. IBM Corporation
2. UiPath
3. IPsoft
4. Blue Prism
5. Xerox Corporation
6. Nice Systems Ltd.
7. Celaton Limited
8. Openspan. Inc.
9. Automation Anywhere, Inc.
10. Arago US, Inc.
11. Genfour Ltd.
12. Exilant Technologies Private Limited
The report will help market leaders/new entrants in this market in the following ways:
1. This report segments the service delivery automation market comprehensively and provides the closest approximations of the revenue numbers for the overall market and subsegments across different verticals and regions.
2. The report helps stakeholders to understand the pulse of the market and provides them information on key market drivers, restraints, challenges, and opportunities.
3. This report will help stakeholders to better understand the competitor and gain more insights to better their position in the business. The competitive landscape section includes new product launches, partnerships, agreements & collaborations, mergers & acquisitions, and expansions.
1 INTRODUCTION
1.1 OBJECTIVES OF THE STUDY
1.2 MARKET DEFINITION
1.3 MARKET SCOPE
1.3.1 MARKETS COVERED
1.3.2 YEAR CONSIDERED FOR THE STUDY
1.4 CURRENCY
1.5 LIMITATIONS
1.6 STAKEHOLDERS
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
2.1.1 SECONDARY DATA
2.1.1.1 Key data from secondary sources
2.1.2 PRIMARY DATA
2.1.2.1 Key data from primary sources
2.1.2.2 Key industry insights
2.2 MARKET SIZE ESTIMATION
2.2.1 BOTTOM-UP APPROACH
2.2.2 TOP-DOWN APPROACH
2.3 MARKET BREAKDOWN AND DATA TRIANGULATION
2.3.1 ASSUMPTIONS
3 EXECUTIVE SUMMARY
4 PREMIUM INSIGHTS
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE SERVICE DELIVERY AUTOMATION MARKET
4.2 SERVICE DELIVERY AUTOMATION MARKET – TOP VERTICAL, BY REGION
4.3 GLOBAL SERVICE DELIVERY AUTOMATION MARKET
4.4 SERVICE DELIVERY AUTOMATION MARKET POTENTIAL
4.5 SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE
4.6 LIFECYCLE ANALYSIS, BY REGION (2015)
5 MARKET OVERVIEW
5.1 INTRODUCTION
5.2 EVOLUTION
5.3 MARKET SEGMENTATION
5.3.1 SERVICE DELIVERY AUTOMATION MARKET, BY TYPE
5.3.2 SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE
5.3.3 SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL
5.3.4 SERVICE DELIVERY AUTOMATION MARKET, BY REGION
5.4 MARKET DYNAMICS
5.4.1 DRIVERS
5.4.1.1 Need to go agile for faster time-to-service
5.4.1.2 Need to replace or compliment manpower with automation to deliver quality services
5.4.2 RESTRAINTS
5.4.2.1 Lack of awareness
5.4.3 OPPORTUNITIES
5.4.3.1 Integration with new technologies
5.4.3.2 Understanding the automation needs of organizations
5.4.4 CHALLENGES
5.4.4.1 High training investments by the organizations
6 SERVICE DELIVERY AUTOMATION MARKET, BY TYPE
6.1 INTRODUCTION
6.2 IT PROCESS AUTOMATION
6.2.1 INFRASTRUCTURE AUTOMATION
6.2.2 APPLICATION LIFECYCLE AUTOMATION
6.3 BUSINESS PROCESS AUTOMATION
6.3.1 GENERIC AUTOMATION
6.3.2 PROCESS SPECIFIC AUTOMATION
6.3.3 INDUSTRY SPECIFIC AUTOMATION
7 SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE
7.1 INTRODUCTION
7.2 LARGE ENTERPRISES
7.3 SMES
8 GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL
8.1 INTRODUCTION
8.2 BFSI
8.3 IT, TELECOMMUNICATION & MEDIA
8.4 TRAVEL, HOSPITALITY & TRANSPORTATION
8.5 RETAIL & CONSUMER GOODS
8.6 HEALTHCARE & PHARMACEUTICALS
8.7 MANUFACTURING & LOGISTICS
8.8 OTHERS
9 GEOGRAPHIC ANALYSIS
9.1 INTRODUCTION
9.2 NORTH AMERICA
9.3 EUROPE
9.4 ASIA-PACIFIC
9.5 LATIN AMERICA
9.6 MIDDLE EAST & AFRICA
10 COMPETITIVE LANDSCAPE
10.1 OVERVIEW
10.2 COMPETITIVE SITUATION AND TRENDS
10.3 MERGERS & ACQUISITIONS
10.4 PARTNERSHIPS, AGREEMENTS & COLLABORATIONS
10.5 NEW PRODUCT LAUNCHES
10.6 EXPANSIONS
10.7 CONTRACTS
11 COMPANY PROFILES
(Overview, Products & Services, Strategies & Insights, Developments and MnM View)*
11.1 IBM
11.2 UIPATH SRL
11.3 IPSOFT
11.4 BLUE PRISM
11.5 XEROX CORPORATION
11.6 NICE SYSTEMS LTD.
11.7 CELATON LIMITED
11.8 OPENSPAN INC.
11.9 AUTOMATION ANYWHERE INC.
11.10 ARAGO US, INC.
11.11 GENFOUR LTD.
11.12 EXILANT TECHNOLOGIES PRIVATE LIMITED
11.13 SOFTOMOTIVE SOLUTIONS LTD. (WINAUTOMATION)
11.14 SUTHERLAND GLOBAL SERVICES
*Details on Overview, Products & Services, Strategies & Insights, Developments and MnM View might not be captured in case of unlisted companies.
12 APPENDIX
12.1 INDUSTRY EXPERTS
12.2 DISCUSSION GUIDE
12.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
12.4 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE
12.5 AVAILABLE CUSTOMIZATIONS
12.6 RELATED REPORTS
1.1 OBJECTIVES OF THE STUDY
1.2 MARKET DEFINITION
1.3 MARKET SCOPE
1.3.1 MARKETS COVERED
1.3.2 YEAR CONSIDERED FOR THE STUDY
1.4 CURRENCY
1.5 LIMITATIONS
1.6 STAKEHOLDERS
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
2.1.1 SECONDARY DATA
2.1.1.1 Key data from secondary sources
2.1.2 PRIMARY DATA
2.1.2.1 Key data from primary sources
2.1.2.2 Key industry insights
2.2 MARKET SIZE ESTIMATION
2.2.1 BOTTOM-UP APPROACH
2.2.2 TOP-DOWN APPROACH
2.3 MARKET BREAKDOWN AND DATA TRIANGULATION
2.3.1 ASSUMPTIONS
3 EXECUTIVE SUMMARY
4 PREMIUM INSIGHTS
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE SERVICE DELIVERY AUTOMATION MARKET
4.2 SERVICE DELIVERY AUTOMATION MARKET – TOP VERTICAL, BY REGION
4.3 GLOBAL SERVICE DELIVERY AUTOMATION MARKET
4.4 SERVICE DELIVERY AUTOMATION MARKET POTENTIAL
4.5 SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE
4.6 LIFECYCLE ANALYSIS, BY REGION (2015)
5 MARKET OVERVIEW
5.1 INTRODUCTION
5.2 EVOLUTION
5.3 MARKET SEGMENTATION
5.3.1 SERVICE DELIVERY AUTOMATION MARKET, BY TYPE
5.3.2 SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE
5.3.3 SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL
5.3.4 SERVICE DELIVERY AUTOMATION MARKET, BY REGION
5.4 MARKET DYNAMICS
5.4.1 DRIVERS
5.4.1.1 Need to go agile for faster time-to-service
5.4.1.2 Need to replace or compliment manpower with automation to deliver quality services
5.4.2 RESTRAINTS
5.4.2.1 Lack of awareness
5.4.3 OPPORTUNITIES
5.4.3.1 Integration with new technologies
5.4.3.2 Understanding the automation needs of organizations
5.4.4 CHALLENGES
5.4.4.1 High training investments by the organizations
6 SERVICE DELIVERY AUTOMATION MARKET, BY TYPE
6.1 INTRODUCTION
6.2 IT PROCESS AUTOMATION
6.2.1 INFRASTRUCTURE AUTOMATION
6.2.2 APPLICATION LIFECYCLE AUTOMATION
6.3 BUSINESS PROCESS AUTOMATION
6.3.1 GENERIC AUTOMATION
6.3.2 PROCESS SPECIFIC AUTOMATION
6.3.3 INDUSTRY SPECIFIC AUTOMATION
7 SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE
7.1 INTRODUCTION
7.2 LARGE ENTERPRISES
7.3 SMES
8 GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL
8.1 INTRODUCTION
8.2 BFSI
8.3 IT, TELECOMMUNICATION & MEDIA
8.4 TRAVEL, HOSPITALITY & TRANSPORTATION
8.5 RETAIL & CONSUMER GOODS
8.6 HEALTHCARE & PHARMACEUTICALS
8.7 MANUFACTURING & LOGISTICS
8.8 OTHERS
9 GEOGRAPHIC ANALYSIS
9.1 INTRODUCTION
9.2 NORTH AMERICA
9.3 EUROPE
9.4 ASIA-PACIFIC
9.5 LATIN AMERICA
9.6 MIDDLE EAST & AFRICA
10 COMPETITIVE LANDSCAPE
10.1 OVERVIEW
10.2 COMPETITIVE SITUATION AND TRENDS
10.3 MERGERS & ACQUISITIONS
10.4 PARTNERSHIPS, AGREEMENTS & COLLABORATIONS
10.5 NEW PRODUCT LAUNCHES
10.6 EXPANSIONS
10.7 CONTRACTS
11 COMPANY PROFILES
(Overview, Products & Services, Strategies & Insights, Developments and MnM View)*
11.1 IBM
11.2 UIPATH SRL
11.3 IPSOFT
11.4 BLUE PRISM
11.5 XEROX CORPORATION
11.6 NICE SYSTEMS LTD.
11.7 CELATON LIMITED
11.8 OPENSPAN INC.
11.9 AUTOMATION ANYWHERE INC.
11.10 ARAGO US, INC.
11.11 GENFOUR LTD.
11.12 EXILANT TECHNOLOGIES PRIVATE LIMITED
11.13 SOFTOMOTIVE SOLUTIONS LTD. (WINAUTOMATION)
11.14 SUTHERLAND GLOBAL SERVICES
*Details on Overview, Products & Services, Strategies & Insights, Developments and MnM View might not be captured in case of unlisted companies.
12 APPENDIX
12.1 INDUSTRY EXPERTS
12.2 DISCUSSION GUIDE
12.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
12.4 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE
12.5 AVAILABLE CUSTOMIZATIONS
12.6 RELATED REPORTS
LIST OF TABLES
Table 1 GLOBAL SERVICE DELIVERY AUTOMATION MARKET SIZE AND GROWTH RATE, 2014-2021 (USD BILLION, Y-O-Y %)
Table 2 SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2016–2021 (USD MILLION)
Table 3 IT PROCESS AUTOMATION : SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2016-2021 (USD MILLION)
Table 4 INFRASTRUCTURE AUTOMATION : IT PROCESS AUTOMATION MARKET, BY TYPE, 2016-2021 (USD MILLION)
Table 5 APPLICATION LIFECYCLE AUTOMATION: IT PROCESS AUTOMATION MARKET, BY TYPE, 2016-2021 (USD MILLION)
Table 6 BUSINESS PROCESS AUTOMATION: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2016-2021 (USD MILLION)
Table 7 GENERIC AUTOMATION: BUSINESS PROCESS AUTOMATION MARKET, BY REGION, 2016-2021 (USD MILLION)
Table 8 PROCESS SPECIFIC AUTOMATION: BUSINESS PROCESS AUTOMATION MARKET, BY REGION, 2016-2021 (USD MILLION)
Table 9 INDUSTRY SPECIFIC : BUSINESS PROCESS AUTOMATION MARKET, BY REGION, 2016-2021 (USD MILLION)
Table 10 SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021(USD MILLION)
Table 11 LARGE ENTERPRISES: SERVICE DELIVERY AUTOMATION MARKET, BY REGION , 2014-2021 (USD MILLION)
Table 12 SMES: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 13 GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 14 BFSI: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 15 IT, TELECOMMUNICATION & MEDIA: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 16 TRAVEL, HOSPITALITY & TRANSPORTATION: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 17 RETAIL & CONSUMER GOODS: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 18 HEALTHCARE & PHARMACEUTICALS: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 19 MANUFACTURING & LOGISTICS: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 20 OTHER VERTICALS: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 21 GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 22 NORTH AMERICA: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 23 NORTH AMERICA: IT PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 24 NORTH AMERICA: BUSINESS PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 25 NORTH AMERICA: SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
Table 26 NORTH AMERICA: IT PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 27 NORTH AMERICA: BUSINESS PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 28 EUROPE: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 29 EUROPE: IT PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 30 EUROPE: BUSINESS PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 31 EUROPE: SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
Table 32 EUROPE: SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 33 EUROPE: IT PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 34 EUROPE: BUSINESS PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 35 ASIA PACIFIC: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 36 ASIA PACIFIC: IT PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 37 ASIA PACIFIC: BUSINESS PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 38 ASIA PACIFIC: SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
Table 39 ASIA PACIFIC: SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 40 ASIA PACIFIC: IT PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 41 ASIA PACIFIC: BUSINESS PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 42 LATIN AMERICA: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 43 LATIN AMERICA: IT PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 44 LATIN AMERICA: BUSINESS PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 45 LATIN AMERICA: SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
Table 46 LATIN AMERICA: SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 47 LATIN AMERICA: IT PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 48 LATIN AMERICA: BUSINESS PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 49 MIDDLE EAST & AFRICA: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 50 MIDDLE EAST & AFRICA: IT PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 51 MIDDLE EAST & AFRICA: BUSINESS PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 52 MIDDLE EAST & AFRICA: SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
Table 53 MIDDLE EAST & AFRICA: SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 54 MIDDLE EAST & AFRICA: IT PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 55 MIDDLE EAST & AFRICA: BUSINESS PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 56 MERGERS & ACQUISITIONS, 2014–2015
Table 57 PARTNERSHIPS, AGREEMENTS, JOINT VENTURES & COLLABORATIONS, 2014–2016
Table 58 NEW PRODUCT LAUNCHES, 2014–2016
Table 59 EXPANSIONS, 2015
Table 60 CONTRACTS, 2016
Table 1 GLOBAL SERVICE DELIVERY AUTOMATION MARKET SIZE AND GROWTH RATE, 2014-2021 (USD BILLION, Y-O-Y %)
Table 2 SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2016–2021 (USD MILLION)
Table 3 IT PROCESS AUTOMATION : SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2016-2021 (USD MILLION)
Table 4 INFRASTRUCTURE AUTOMATION : IT PROCESS AUTOMATION MARKET, BY TYPE, 2016-2021 (USD MILLION)
Table 5 APPLICATION LIFECYCLE AUTOMATION: IT PROCESS AUTOMATION MARKET, BY TYPE, 2016-2021 (USD MILLION)
Table 6 BUSINESS PROCESS AUTOMATION: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2016-2021 (USD MILLION)
Table 7 GENERIC AUTOMATION: BUSINESS PROCESS AUTOMATION MARKET, BY REGION, 2016-2021 (USD MILLION)
Table 8 PROCESS SPECIFIC AUTOMATION: BUSINESS PROCESS AUTOMATION MARKET, BY REGION, 2016-2021 (USD MILLION)
Table 9 INDUSTRY SPECIFIC : BUSINESS PROCESS AUTOMATION MARKET, BY REGION, 2016-2021 (USD MILLION)
Table 10 SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021(USD MILLION)
Table 11 LARGE ENTERPRISES: SERVICE DELIVERY AUTOMATION MARKET, BY REGION , 2014-2021 (USD MILLION)
Table 12 SMES: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 13 GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 14 BFSI: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 15 IT, TELECOMMUNICATION & MEDIA: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 16 TRAVEL, HOSPITALITY & TRANSPORTATION: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 17 RETAIL & CONSUMER GOODS: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 18 HEALTHCARE & PHARMACEUTICALS: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 19 MANUFACTURING & LOGISTICS: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 20 OTHER VERTICALS: SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 21 GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY REGION, 2014-2021 (USD MILLION)
Table 22 NORTH AMERICA: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 23 NORTH AMERICA: IT PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 24 NORTH AMERICA: BUSINESS PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 25 NORTH AMERICA: SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
Table 26 NORTH AMERICA: IT PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 27 NORTH AMERICA: BUSINESS PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 28 EUROPE: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 29 EUROPE: IT PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 30 EUROPE: BUSINESS PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 31 EUROPE: SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
Table 32 EUROPE: SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 33 EUROPE: IT PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 34 EUROPE: BUSINESS PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 35 ASIA PACIFIC: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 36 ASIA PACIFIC: IT PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 37 ASIA PACIFIC: BUSINESS PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 38 ASIA PACIFIC: SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
Table 39 ASIA PACIFIC: SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 40 ASIA PACIFIC: IT PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 41 ASIA PACIFIC: BUSINESS PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 42 LATIN AMERICA: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 43 LATIN AMERICA: IT PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 44 LATIN AMERICA: BUSINESS PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 45 LATIN AMERICA: SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
Table 46 LATIN AMERICA: SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 47 LATIN AMERICA: IT PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 48 LATIN AMERICA: BUSINESS PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 49 MIDDLE EAST & AFRICA: SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 50 MIDDLE EAST & AFRICA: IT PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 51 MIDDLE EAST & AFRICA: BUSINESS PROCESS AUTOMATION MARKET, BY TYPE, 2014-2021 (USD MILLION)
Table 52 MIDDLE EAST & AFRICA: SERVICE DELIVERY AUTOMATION MARKET, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
Table 53 MIDDLE EAST & AFRICA: SERVICE DELIVERY AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 54 MIDDLE EAST & AFRICA: IT PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 55 MIDDLE EAST & AFRICA: BUSINESS PROCESS AUTOMATION MARKET, BY VERTICAL, 2014-2021 (USD MILLION)
Table 56 MERGERS & ACQUISITIONS, 2014–2015
Table 57 PARTNERSHIPS, AGREEMENTS, JOINT VENTURES & COLLABORATIONS, 2014–2016
Table 58 NEW PRODUCT LAUNCHES, 2014–2016
Table 59 EXPANSIONS, 2015
Table 60 CONTRACTS, 2016
LIST OF FIGURES
Figure 1 RESEARCH DESIGN
Figure 2 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM UP APPROACH
Figure 3 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
Figure 4 MARKET BREAKDOWN DATA TRIANGULATION APPROACH
Figure 5 SERVICE DELIVERY AUTOMATION MARKET SIZE, REGIONAL SNAPSHOT (2016-2021): THE MARKET IN ASIA-PACIFIC REGION IS EXPECTED TO GROW AT THE HIGHEST CAGR OVER THE NEXT FIVE YEARS
Figure 6 SERVICE DELIVERY AUTOMATION MARKET SIZE, TYPE SNAPSHOT (2016-2021): IT PROCESS AUTOMATION IS EXPECTED TO DOMINATE THE SERVICE DELIVERY AUTOMATION MARKET BY 2021
Figure 7 SERVICE DELIVERY AUTOMATION MARKET SIZE, ORGANIZATION SIZE SNAPSHOT (2016-2021): SMBS SEGMENT EXPECTED TO DOMINATE THE SERVICE DELIVERY AUTOMATION MARKET BY 2021
Figure 8 SERVICE DELIVERY AUTOMATION MARKET SIZE, VERTICAL SNAPSHOT (2016-2021): HEALTHCARE SEGMENT EXPECTED TO GROW AT THE HIGHEST CAGR OVER THE NEXT FIVE YEARS
Figure 9 GLOBAL SERVICE DELIVERY AUTOMATION MARKET SHARE (2016): NORTH AMERICA IS EXPECTED TO ACCOUNT FOR THE LARGEST SHARE
Figure 10 INCREASING NEED TO REPLACE MANPOWER WITH AUTOMATION TO DELIVER SERVICES IS DRIVING THE SERVICE DELIVERY AUTOMATION MARKET
Figure 11 BFSI SECTOR IS EXPECTED TO DOMINATE THE NORTH AMERICA SERVICE DELIVERY AUTOMATION MARKET FROM 2016 TO 2021
Figure 12 BFSI AMONG VERTICALS AND NORTH AMERICA AMONG REGIONS EXPECTED TO DOMINATE THE SERVICE DELIVERY AUTOMATION MARKET
Figure 13 ASIA-PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
Figure 14 ENTERPRISE SEGMENT IS EXPECTED TO DOMINATE THE SERVICE DELIVERY AUTOMATION MARKET FROM 2016 TO 2021
Figure 15 REGIONAL LIFECYCLE –SERVICE DELIVERY AUTOMATION MARKET IN ASIA-PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
Figure 16 NEED FOR ENTERPRISE MOBILITY IN EXISTING BUSINESS PROCESS MANAGEMENT SOLUTIONS HAS RESULTED IN EVOLUTION OF SERVICE DELIVERY AUTOMATION
Figure 17 SERVICE DELIVERY AUTOMATION MARKET SEGMENTATION: BY TYPE
Figure 18 SERVICE DELIVERY AUTOMATION MARKET SEGMENTATION: BY ORGANIZATION SIZE
Figure 19 SERVICE DELIVERY AUTOMATION MARKET SEGMENTATION: BY VERTICAL
Figure 20 SERVICE DELIVERY AUTOMATION MARKET SEGMENTATION: BY REGION
Figure 21 GLOBAL SERVICE DELIVERY AUTOMATION MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
Figure 22 THE INFRASTRUCTURE AUTOMATION SEGMENT EXPECTED TO LEAD THE IT PROCESS AUTOMATION MARKET DURING THE FORECAST PERIOD
Figure 23 INDUSTRY SPECIFIC AUTOMATION IS EXPECTED TO LEAD THE MARKET IN 2016
Figure 24 THE SMES SEGMENT EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
Figure 25 THE HEALTHCARE & PHARMACEUTICALS SEGMENT OF THE GLOBAL SERVICE DELIVERY AUTOMATION MARKET IS PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
Figure 26 THE SERVICE DELIVERY AUTOMATION MARKET IN THE ASIA-PACIFIC REGION IS EXPECTED TO GROW AT THE HIGHEST CAGR FROM 2016 TO 2021
Figure 27 GEOGRAPHIC SNAPSHOT (2016-2021): ASIA-PACIFIC REGION IS AN ATTRACTIVE DESTINATION FOR THE SERVICE DELIVERY AUTOMATION MARKET
Figure 28 NORTH AMERICA SERVICE DELIVERY AUTOMATION MARKET SNAPSHOT
Figure 29 ASIA-PACIFIC SERVICE DELIVERY AUTOMATION MARKET SNAPSHOT
Figure 30 COMPANIES ADOPTED PARTNERSHIP, COLLABORATION, CONTRACT & AGREEMENT AS THE KEY GROWTH STRATEGY TO EXPAND THEIR PRESENCE IN THE MARKET
Figure 31 MARKET EVALUATION FRAMEWORK
Figure 32 BATTLE FOR MARKET SHARE: PARTNERSHIPS, COLLABORATIONS & AGREEMENTS HAS BEEN THE KEY GROWTH STRATEGY ADOPTED BY MARKET PLAYERS
Figure 33 IBM: BUSINESS OVERVIEW
Figure 34 IBM: SWOT ANALYSIS
Figure 35 BLUE PRISM: BUSINESS OVERVIEW
Figure 36 XEROX CORPORATION: BUSINESS OVERVIEW
Figure 37 NICE SYSTEMS LTD.: BUSINESS OVERVIEW
Figure 1 RESEARCH DESIGN
Figure 2 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM UP APPROACH
Figure 3 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
Figure 4 MARKET BREAKDOWN DATA TRIANGULATION APPROACH
Figure 5 SERVICE DELIVERY AUTOMATION MARKET SIZE, REGIONAL SNAPSHOT (2016-2021): THE MARKET IN ASIA-PACIFIC REGION IS EXPECTED TO GROW AT THE HIGHEST CAGR OVER THE NEXT FIVE YEARS
Figure 6 SERVICE DELIVERY AUTOMATION MARKET SIZE, TYPE SNAPSHOT (2016-2021): IT PROCESS AUTOMATION IS EXPECTED TO DOMINATE THE SERVICE DELIVERY AUTOMATION MARKET BY 2021
Figure 7 SERVICE DELIVERY AUTOMATION MARKET SIZE, ORGANIZATION SIZE SNAPSHOT (2016-2021): SMBS SEGMENT EXPECTED TO DOMINATE THE SERVICE DELIVERY AUTOMATION MARKET BY 2021
Figure 8 SERVICE DELIVERY AUTOMATION MARKET SIZE, VERTICAL SNAPSHOT (2016-2021): HEALTHCARE SEGMENT EXPECTED TO GROW AT THE HIGHEST CAGR OVER THE NEXT FIVE YEARS
Figure 9 GLOBAL SERVICE DELIVERY AUTOMATION MARKET SHARE (2016): NORTH AMERICA IS EXPECTED TO ACCOUNT FOR THE LARGEST SHARE
Figure 10 INCREASING NEED TO REPLACE MANPOWER WITH AUTOMATION TO DELIVER SERVICES IS DRIVING THE SERVICE DELIVERY AUTOMATION MARKET
Figure 11 BFSI SECTOR IS EXPECTED TO DOMINATE THE NORTH AMERICA SERVICE DELIVERY AUTOMATION MARKET FROM 2016 TO 2021
Figure 12 BFSI AMONG VERTICALS AND NORTH AMERICA AMONG REGIONS EXPECTED TO DOMINATE THE SERVICE DELIVERY AUTOMATION MARKET
Figure 13 ASIA-PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
Figure 14 ENTERPRISE SEGMENT IS EXPECTED TO DOMINATE THE SERVICE DELIVERY AUTOMATION MARKET FROM 2016 TO 2021
Figure 15 REGIONAL LIFECYCLE –SERVICE DELIVERY AUTOMATION MARKET IN ASIA-PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
Figure 16 NEED FOR ENTERPRISE MOBILITY IN EXISTING BUSINESS PROCESS MANAGEMENT SOLUTIONS HAS RESULTED IN EVOLUTION OF SERVICE DELIVERY AUTOMATION
Figure 17 SERVICE DELIVERY AUTOMATION MARKET SEGMENTATION: BY TYPE
Figure 18 SERVICE DELIVERY AUTOMATION MARKET SEGMENTATION: BY ORGANIZATION SIZE
Figure 19 SERVICE DELIVERY AUTOMATION MARKET SEGMENTATION: BY VERTICAL
Figure 20 SERVICE DELIVERY AUTOMATION MARKET SEGMENTATION: BY REGION
Figure 21 GLOBAL SERVICE DELIVERY AUTOMATION MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
Figure 22 THE INFRASTRUCTURE AUTOMATION SEGMENT EXPECTED TO LEAD THE IT PROCESS AUTOMATION MARKET DURING THE FORECAST PERIOD
Figure 23 INDUSTRY SPECIFIC AUTOMATION IS EXPECTED TO LEAD THE MARKET IN 2016
Figure 24 THE SMES SEGMENT EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
Figure 25 THE HEALTHCARE & PHARMACEUTICALS SEGMENT OF THE GLOBAL SERVICE DELIVERY AUTOMATION MARKET IS PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
Figure 26 THE SERVICE DELIVERY AUTOMATION MARKET IN THE ASIA-PACIFIC REGION IS EXPECTED TO GROW AT THE HIGHEST CAGR FROM 2016 TO 2021
Figure 27 GEOGRAPHIC SNAPSHOT (2016-2021): ASIA-PACIFIC REGION IS AN ATTRACTIVE DESTINATION FOR THE SERVICE DELIVERY AUTOMATION MARKET
Figure 28 NORTH AMERICA SERVICE DELIVERY AUTOMATION MARKET SNAPSHOT
Figure 29 ASIA-PACIFIC SERVICE DELIVERY AUTOMATION MARKET SNAPSHOT
Figure 30 COMPANIES ADOPTED PARTNERSHIP, COLLABORATION, CONTRACT & AGREEMENT AS THE KEY GROWTH STRATEGY TO EXPAND THEIR PRESENCE IN THE MARKET
Figure 31 MARKET EVALUATION FRAMEWORK
Figure 32 BATTLE FOR MARKET SHARE: PARTNERSHIPS, COLLABORATIONS & AGREEMENTS HAS BEEN THE KEY GROWTH STRATEGY ADOPTED BY MARKET PLAYERS
Figure 33 IBM: BUSINESS OVERVIEW
Figure 34 IBM: SWOT ANALYSIS
Figure 35 BLUE PRISM: BUSINESS OVERVIEW
Figure 36 XEROX CORPORATION: BUSINESS OVERVIEW
Figure 37 NICE SYSTEMS LTD.: BUSINESS OVERVIEW
