Best RPA Software for Client Experience Announced by SoftwareReviews
UiPath, JIFFY.ai, Automation Anywhere, and G1ANT are the 2021 Robotic Process Automation Emotional Footprint Champions.
TORONTO–(BUSINESS WIRE)–SoftwareReviews, a division of IT research and advisory firm Info-Tech Research Group, has published its 2021 Robotic Process Automation Emotional Footprint Awards, naming four vendors as Champions. The following vendors are leaders according to the feedback provided by their users via SoftwareReviews’ comprehensive online survey.
- Automation Anywhere
SoftwareReviews’ Net Emotional Footprint measures high level user sentiment. It aggregates emotional ratings from 25 provocative questions, creating a powerful indicator of the overall user feeling toward the vendor and the product.
“Robotic process automation can improve business productivity and insight generation in a continuously changing and complex business and IT environment. This is only the starting point. Bundling RPA with business process management solutions, low code development, artificial intelligence, and other workflow automation technologies in the right way will significantly extend RPA’s ROI and create a more impactful organizational workforce,” said, Andrew Kum-Seun, senior research analyst, Info-Tech Research Group.
UiPath, with a Net Emotional Footprint of +96, ranked top product in many categories, exceeding user expectations in client friendly policies. JIFFY.ai, with a Net Emotional Footprint of +94, ranked strongly for being caring, generous, and transparent. Automation Anywhere, with a Net Emotional Footprint of +90, performed well on being effective and saving time. G1ANT, with a Net Emotional Footprint of +90, excelled in over delivering and including unique features.
In general, RPA software users were most satisfied with vendors being respectful, which enhanced the quality and effectiveness of the service experience– and were most dissatisfied with vendors’ policies that were more vendor friendly and did not support conflict resolution.
What Is the Emotional Footprint Diamond?
The Emotional Footprint Diamond illustrates the customer experience with software vendors and a complex relationship spanning procurement, implementation, service, and support. The Net Emotional Footprint of a vendor is a result of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation, creating a powerful indicator of overall user feeling toward the vendor and its product from the software user’s point of view. The data published in the Emotional Footprint Diamond is collected from real end users through authentic software review surveys and meticulously verified. The survey uses standard net promoter scoring (positive percentage minus negative percentage) to arrive at the Net Emotional Footprint score. These skillfully crafted survey questions are informed by two decades of IT research and advisory. Vendors with top user scores receive the Emotional Footprint Award. The Emotional Footprint Awards, an initiative proudly founded in 100% user-review data, is free of traditional components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.
SoftwareReviews is a division of Info-Tech Research Group, an IT research and advisory firm established in 1997. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships. By collecting real data from IT and business professionals, the SoftwareReviews methodology produces detailed and authentic insights into the experience of evaluating and purchasing enterprise software.
For more information, please contact:
Vice President, Communications and Brand