What is our primary use case?
We use Studio, the Orchestrator, and we have attended and unattended robots.
Our primary use case is automating back-office processes from the corporate side. One example is the automation for ticket closure for some of the customer complaints. We also use it to fill information gaps between systems. Instead of having information run through standard APIs, we have it copied over from one system to another.
We run automations in a virtual environment, and the implementation was pretty easy and quick.
We used the Community Edition before purchasing our license. From the point that we purchased our UiPath license until we had our first robot was approximately one week. We found it to be very easy and very fast. We, as a Contact Center, usually face a lot of problems when we suggest any requirements. When we started with RPA, it took approximately one month for a very complex process to be automated.
With respect to how easy it is to automate our company's processes, on a scale of one to five, I would rate this solution a five. It is very easy. You can use the UI, or you can use APIs for the connection. In the end, you can do it.
On a scale of one to five, judging how beneficial it is, I would rate the training a five, for sure. In two or three weeks, an RPA developer can do everything.
How has it helped my organization?
In the Contact Center, the key issue is the handling time. RPA has helped us to decrease our time, and eventually, it will help to decrease the headcount.
For one of our processes, it reduced the time it takes from five minutes to somewhere between forty and fifty seconds. That saves a lot of time.
In terms of eliminating human errors, there has not been much difference because we have very strict processes and strict steps for them, so human error was minimal, to begin with. Our success is in the reduction of time to complete them.
What is most valuable?
The unattended, back-office robots are the most beneficial feature.
What needs improvement?
The Form Builder for back-end robots needs to be a web portal instead of a full desktop application.
What do I think about the stability of the solution?
With respect to the stability, on a scale from one to five, I would rate this solution between three and four. For exception handling, it means that a senior RPA developer has to understand the reasons behind the process. If they have not been exposed to it then it is easier to perform some simple fixes and continue the process.
What do I think about the scalability of the solution?
We have implemented eighteen processes so far, they are they used in several departments. In total, we have approximately four thousand people who are using this solution.
From a scalability point of view, we're not that confident that we can have the robots running twenty-four hours a day with a huge transaction. Being a telecom operator, we have a lot of transactions and the stability of the unattended robots needs some enhancement.
How are customer service and technical support?
I think that both customer support and technical support are very good. When we have any questions or any issues, we are connected immediately.
Which solution did I use previously and why did I switch?
We did not use another RPA solution prior to this one.
We learned about RPA because one of the contractors was working on an RPA PoC at our company, and we were convinced that it could help us a lot. The IT people were invited to see the technology and from there, they decided to implement it with our in-house IT group.
How was the initial setup?
The initial setup of this solution is straightforward. We used the Community Edition and it is very easy to use.
What about the implementation team?
We performed the implementation on our own.
What was our ROI?
We realized ROI in approximately six months. Our cost savings come from savings in agents.
What's my experience with pricing, setup cost, and licensing?
From a cost perspective, unattended robots are better. They run twenty-four hours a day and do not require running on a client machine. The attended robots are not as cost-effective.
Which other solutions did I evaluate?
We did evaluate one other RPA solution before choosing this one. Our main reasons for choosing UiPath were the price and the ease of development. The Community Edition is very useful, and we are easily able to find RPA developers working in UiPath. This is different than with some of the competing products.
What other advice do I have?
My advice for anybody researching this solution is that it is easy to download and it has a big community. A PoC can be done easily, and you can decide from there whether this solution is suitable.
This is a good solution, but the stability of the unattended robots needs to be improved.
I would rate this solution an eight out of ten.
Which deployment model are you using for this solution?
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