Service Delivery Automation Market Size is forecast to reach $11.15 billion by 2027, at a CAGR of 24.11% during the forecast period 2022-2027. Service delivery automation (SDA) is an umbrella term for a series of human actions that are automated by technologies in business or IT processes. SDA requires the coordination of multiple processes to create an end-result which optimizes client server architectures, session initiation protocol, offering supreme enterprise application integration across various industry verticals. With the increasing deployment of various software as a service platform across various enterprises to attain cost-saving features, Service Delivery Automation Market is anticipated to witness significant boom during the forecast period. For instance, as stated by Capgemini, retailer respondents that used automation technology in their stores reported cost savings of 10% due to faster delivery of “click-and-collect” orders. This tend to bring significant growth in its demand, further propelling the Service Delivery Automation industry in the global market.
Service Delivery Automation Market Segment Analysis – By Type
By Type, the Service Delivery Automation Market Report is segmented into IT Process Automation and Business Process Automation. Business Process Automation segment is analysed to be the highest growing segment with a CAGR of 27.11% in Service Delivery Automation Market during the forecast period 2022-2027, owing to the various advantages it offers to the business processes owing to its cost-cutting feature. Business Process Automation acts a revenue generation solution for wide range of enterprises which tend to be significant factor for its growth in the Service Delivery Automation Market during the forecast period. For instance, various BFSI firms are adopting chatbots for quick customer query handling processes which is breakthrough in the deployment of automation solutions, acting a revenue generating and time-saving solution. The Netherlands’ largest telecom company KPN aims to reduce operating expenses worth $398.41 million through deployment of chatbots for various services and simplification feature. This tend to be significant driving factor for the Business Process Automation, further propelling Service Delivery Automation Market during the forecast period.
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Service Delivery Automation Market Segment Analysis – By End-Use Industry
By End-use Enterprise, the Service Delivery Automation Market Report is segmented into BFSI, IT & Telecommunication, Travel & Hospitality, Retail & Consumer Goods, Healthcare, Transportation & Logistics, Media & Entertainment, Manufacturing and Others. Travel & Hospitality industry is analysed to be the highest growing segment with a CAGR of 28.31% in Service Delivery Automation Market during the forecast period 2022-2027, owing to the increasing demand of high efficient automated customer engagement solutions across various hotels and restaurants across the globe. Service Delivery Automation improves the agent experience directly and translates to a better customer experience. Automation creates a more streamlined experience for everyone, because it removes a layer of redundancy and repetition for both the customer and the agent. Moreover, increasing arrivals of international tourists across the globe is impacting significantly towards the demand of service delivery automation solutions. For instance, according to World Bank Reports, international tourist arrivals reached 2.28 billion in 2019, growing from 2.13 billion in 2017. This increasing tourist arrivals propels the demand of Service Delivery Automation solutions in Travel & Hospitality industry, further driving its market growth.
Service Delivery Automation Market Segment Analysis – By Geography
Asia-Pacific is analysed to be the major region with a share of 34% in 2021 for the Service Delivery Automation Market owing to the rising adoption of automation solutions across various enterprises in this region. The Asia-Pacific manufacturing sector is currently facing the proliferation in adoption to digital technologies and the shift toward Industry 4.0 which is analysed to bring significant growth in the deployment of the Service Delivery Automation, further driving its market growth. For instance, according to the National Development and Reform Commission (NDRC), China’s investment in the high-tech manufacturing industry grew from January 2020 to August 2020. The investment increased by 12% across various manufacturing units to adopt automation solutions. Moreover, according to India Brand Equity Foundation (IBEF), the advancement in technology has brought mobile and internet banking services to the fore. The banking sector of India is laying greater emphasis on providing improved services to their clients and customers and upgrading their technology infrastructure to enhance customer’s overall experience as well as give banks a competitive edge and is estimated to reach $1 trillion by 2023 driven by the five-fold increase in the digital disbursements. This increasing digitalization of offering wide range of services tend to drive the growth of Service Delivery Automation Market in this region during the forecast period.
Service Delivery Automation Market Drivers
Increasing investments in the international tourism sector to digitalize infrastructure is driving the demand of Service Delivery Automation solutions
Travel and Hospitality sector is gaining huge traction in the deployment of service delivery automation solutions for outstanding customer engagement process owing to the increasing investments to digitalize the international tourism infrastructure. In travel and hospitality sector, service delivery automation leads to a greater shift-left, meaning that redundant or lower-level tickets are moved into a self-service portal. This all leads to better efficiency. For instance, according to World Bank reports, investments done in international tourism infrastructure elevated from $1.39 trillion in 2017 to $1.55 trillion in 2019. This increasing investment tend to create huge impact in the market growth of service delivery automation solutions across the globe. Moreover, service delivery automation solutions offer huge potential in tourist luggage handling process. With the increasing number of tourist arrivals, the demand for automated luggage handling solutions has witnessed significant growth in last few years which tend to drive the Service Delivery Automation market during the forecast period.
Growing popularity of catboats and other customer engagement automation tools in BFSI sector is propelling the demand of Service Delivery Automation solutions
Banking, Financial Services, and Insurance (BFSI) sector is analysed to witness huge scope for the growth of Service Delivery Automation market across the globe. Increasing deployment of catboats and other customer engagement automation tools in BFSI sector has helped in attaining the digitalization structure across BFSI sector for achieving efficient workflow and cost saving advantages. For instance, in July 2020, NAventures, a corporate venture capital arm of National Bank of Canada announced their Series A funding of worth $11 million to Flinks, a data company that empowers businesses to connect their users with financial services to fuel the company’s growth in data connectivity and digitization in the financial services industry. These developments are analysed to bring significant impact in the growth of Service Delivery Automation during the forecast period. Moreover, increasing population further enhances the number of bank accounts which tend to create significant growth in the demand of automation solutions, further driving the Service Delivery Automation Market during the forecast period. As proof, according to World Bank Reports, urban population grew from 55.27% in 2018 to 56.15% in 2020 across the globe, impacting aggressively in the deployment of service delivery automation solutions.
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Service Delivery Automation Market Challenges
High implementation cost is analysed to hamper the Service Delivery Automation Market growth
One of the most important factor restraining the market growth of Service Delivery Automation Market across the global is its high implementation cost. As the deployment of high performance service delivery automation solutions is witnessing considerable growth in various industries such as BFSI, IT & telecommunication and others, the cost of development and its integration with enterprise and working ecosystem tend to add up to the overall cost which tend to restrain its market growth across various end-use industries. Moreover, deployment of service delivery automation solutions across various enterprises requires a whole new cloud-based infrastructure which further comes at competitive prices which tend to hinder its market growth. Service delivery automation solutions consists of integrated software, AI, machine learning and others which adds up to the deployment cost. These factors tend to bring major challenges in the Service Delivery Automation Market growth during the forecast period.
Service Delivery Automation Industry Outlook
Production Innovation, Acquisitions, Collaboration, and R&D activities are key strategies adopted by players in this market. In 2021, the market of Service Delivery Automation Industry outlook has been fragmented by several companies. Service Delivery Automation top 10 companies include
- Automation Anywhere Inc.
- Blue Prism
- Celaton Limited
- Genfour Ltd.
- Nice Systems Ltd.
- Openspan Inc.
- Softomotive Solutions Ltd.
- Uipath SRL
In November 2021, Everbridge, Inc., the global leader in critical event management (CEM) launched its new Digital Operations Platform, helping organizations to save time and money, deliver continuous service uptime and maintain revenue streams. The new platform extends Everbridge’s market-leading CEM for Digital solution to further support customers’ digital transformation efforts.
In November 2020, CMS IT Services launched its first-of-the-kind shared service delivery model for Intelligent Automation, powered by Automation Anywhere with the aim of making IT automation affordable for organizations of all sizes. Remote Automation Centre for Enterprises (RACE) delivers the full power of AI-augmented robotic process automation technology amplified by the flexibility, scalability, and support that empowers customers to start small, capture value, and scale at their own pace with no risk.
In October 2019, UiPath, announced the acquisition of StepShot, a leading provider of Process Documentation software. Together, UiPath and StepShot would accelerate customers’ automation processes by enabling them to quickly and easily record, document, and share processes, as well as automate key steps in robot creation.
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Increasing demand of cost-saving delivery solutions across various industries is analysed to significantly drive the Service Delivery Automation Market during the forecast period 2022-2027.
IT Process Automation segment are analysed to hold highest share 55.12% in 2021 owing to the increasing adoption of big data analytics and integration of IoT with other tools.
Retail & Consumer Goods are analysed to hold the highest market share 31.21% during the forecast period owing to the supreme cost-cutting feature offered by the deployment of service delivery automation across various retail stores.
Asia-Pacific is analysed to hold the highest share in 2021 owing to the increasing adoption of various automation solutions coupled with availability of wide range of consumer and retail companies in this region.
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