Service Optimization Technologies

Robotic Process Automation (RPA), Cognitive, Analytics, and other technologies
are transforming how services are delivered

research and data on Service optimization technologies like RPA, cognitive, automation and more

Service Delivery Automation and More

Successful process automation deployments have answered the question of whether to automate; the question now is how to scale up and make the most of technology. The challenge is automating while maintaining customer intimacy and employee engagement.

Our Service Optimization Technologies (SOT) research helps organizations address the challenge through an adoption framework, capability maturity models, business case advice, adoption benchmarks, and software selection, all focused on leading-edge Robotic Process Automation (RPA)- and Artificial Intelligence (AI)-based technologies

A continuum of types of service delivery automation
Service Optimization Technologies quote
global services reports and research from Everest Group

Published Reports

Our Service Optimization Technology (SOT) offering provides ongoing analysis of the adoption of new automation technologies and profiles of the leading players. Access to reports and our analysts is available as an annual membership



benchmarking services from Everest Group


Our industry-leading analysis can help you benchmark how service delivery economics and performance are impacted by automation and other technologies




Education, Assessments and More

As organizations look to adopt emerging service optimization technologies, we can assist in a range of ways. Need to help educate stakeholders on the art of the possible? Wanting to select the tools or vendors which best fit your needs? Seeking to understand best practices from leading adopters? We can help



Strategy, Execution & Optimization

Everest Group’s consulting practice provides clients with services to achieve major performance breakthroughs in the following key areas:

  • Strategy: Insight to help clients conceive and devise plans that achieve performance breakthroughs
  • Execution: Driving insight to action – with speed to impact and thought to repercussions
  • Optimization: Insight and grit to guide you in unleashing your company’s value


Recent research from Everest Group Recent Service Optimization Technology Reports

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Conversing with AI – Intelligent Virtual Agents (IVA) Market Report 2019

Intelligent Virtual Agents (IVAs) are Artificial Intelligence (AI) powered conversational bots that have potential to offer h[...]
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Smart RPA Playbook

Smart RPA, which blends both RPA and AI capabilities, is a core competency that can successfully enable digital transformation for enterprises. It can not only automate transac[...]
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Webinar Deck: Sourcing RPA: Latest Developments and Enterprise Implications

On August 8, Everest Group hosted a webinar titled, Sourcing RPA: Latest Developments and Enterprise Implications.
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Reimagining the Employee Experience in the Age of Artificial Intelligence

In this era of digital disruption, attracting and retaining customers through enhanced Customer Experience (CX) practices are [...]
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