Pegasystems has acquired workforce intelligence and Robotic Process Automation (RPA) technology vendor OpenSpan. This is a smart move that opens up multiple fronts of opportunity for both vendors, and also their customers.
In case you missed it, Robotic Process Automation (RPA) – put very crudely, think of it as the next generation of terminal emulation or screen-scraping technology, but upgraded with added flexibility and intelligence – has pretty rapidly become a hot topic. Not only for Business Process Outsourcing (BPO) providers, which see RPA as a way of improving quality and margins in markets where the historical lever of global labour arbitrage is rusting; but also for large corporations’ shared services centres and contact centres. RPA technology can automate and eradicate the ‘swivel-chair integration’ that bedevils so many service agents’ work environments, and that is a Good Thing. For everyone.