Intelligent Automation –Solutions & Services
U.S. 2021

A research reportcomparing provider
strengths, challenges
and competitive
differentiators

Quadrant
ReportCustomized report courtesy of:December 2021

ISG Provider Lens™ Quadrant Report | December 2021

Section Name

About this Report
Information Services Group Inc. is solely responsible for the content of this report.

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Unless otherwise cited, all content, including illustrations, research, conclusions,and consulting services focused on technology and service providers’ strengths andassertions and positions contained in this report were developed by, and are the sole

weaknesses and how they are positioned relative to their peers in the market. These

property of Information Services Group Inc.

reports provide influential insights accessed by our large pool of advisors who are

The research and analysis presented in this report includes research from the ISG
Provider Lens™ program, ongoing ISG Research programs, interviews with ISG advisors,
briefings with services providers and analysis of publicly available market informationfrom multiple sources. The data collected for this report represents information that
ISG believes to be current as of September 2021, for providers who actively participatedactively advising outsourcing deals as well as large numbers of ISG enterprise clients
who are potential outsourcers.
For more information about our studies, please email ISGLens@isg-one.com,
call +49 (0) 561-50697537, or visit ISG Provider Lens™ under ISG Provider Lens™.

as well as for providers who did not. ISG recognizes that many mergers and acquisitions
have taken place since that time, but those changes are not reflected in this report.
All revenue references are in U.S. dollars ($US) unless noted.
The lead author for this report is Amar Changulani. The editors are Sajina B and John
Burnell. The research analysts and contributing authors are Mukesh Ranjan and
Varsha Sengar and the data analyst is Anirban Choudhury. The Quality and Consistency
Advisors are Dr. Linda Delbridge, Jeff Augustin and Scott Furlong.

ISG Research™ provides subscription research, advisory consulting and executive
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1

Executive Summary

3

Introduction

7Intelligent Document Processing

9

Methodology© 2021 Information Services Group, Inc. All rights reserved.
Reproduction of this publication in any form without priorpermission is strictly prohibited. Information contained in thisreport is based on the best available and reliable resources.
Opinions expressed in this report reflect ISG’s judgment at thetime of this report and are subject to change without notice.
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are trademarks of Information Services Group, Inc.

Executive Summary

ISG Provider Lens™ Quadrant Report | December 2021

Section NameEXECUTIVE SUMMARY
According to the Q3 2021 ISG Index™ report, the global market for technology and business

The ISG Provider Lens report for Intelligent Automation this year compares service pro-services grew at its fastest pace ever in the third quarter, propelled by surging demand forviders and technology vendors for their solutions and services during these difficult times,

cloud computing and other digital capabilities. The Americas region grew strongly acrossand positions them based on their current portfolios and outlook. This comparison has

the board in the third quarter, both versus the previous year and quarter over quarter,

been done across five quadrants ― Intelligent Business Automation, Artificial Intelligenceand set annual contract value (ACV) records in all segments. Combined ACV from managed

for IT Operations (AIOps), Conversational AI, Intelligent Document Processing (IDP), andservices and as-a-service contracts increased by 37 percent to 11.6 billion, its highest level

Process Discovery and Mining ― that represent the services and products that typicalever, and the first time the region has surpassed $10 billion in a quarter. As-a-service

enterprise clients are acquiring in the intelligent automation space.

ACV increased by 51 percent when compared to the last year, to a record $6.9 billion, thefastest growth rate for this segment since ISG began tracking it in 2014. Within as-a-service,
IaaS increased by 53 percent, to reach $4.6 billion, and SaaS increased by 48 percent, toreach $2.4 billion. Managed services increased by 21 percent, to reach $4.7 billion. Withinmanaged services, ITO increased by 26 percent, to reach $3.4 billion, and BPO was up by 9
percent, to reach $1.3 billion.
The COVID-19 pandemic has driven digital transformation initiatives. While large digitalprograms may be still on hold, automation and other initiatives that can bring immediate
benefits are in great demand. ISG, as an advisor that has helped several of the world’s
leading enterprises navigate their intelligent automation journeys, sees broad-based market
support for technology services, including intelligent automation, as enterprises accelerate
digital investments coming out of the pandemic. Despite disruptions due to COVID-19, themajority of intelligent automation solutions and services providers reported an average 19
percent annual growth in their top line during FY2020-2021 and expect a minimum of 20
percent growth in FY2022.

The world of technology is moving at a rapid pace, and it is difficult to know which emerging
technologies to rely on. These five intelligent automation capabilities will help businesses
build the proper foundation to make sure their processes help instead of hinder futurebusiness planning. These technologies are already becoming a reality in some leadingorganizations and will become the norm by 2025. Getting on board early will accelerate
existing automation efforts and pave the way for a future autonomous enterprise.

Intelligent Document Processing
COVID-19 has caused enterprises to rely more on intelligent document processing (IDP)
solutions. With many employees working from their homes and having limited or no accessto physical documents, digitization and IDP automation are becoming increasingly necessary
now and for the future. IDP solutions are growing rapidly due to several factors, including
the growing requirement for enterprises to streamline their processes by processing large
volumes of documents with accuracy and speed, the increasing investments in digitaltransformation, and the expanding use of cloud-based document processing solutions.

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ISG Provider Lens™ Quadrant Report | December
Juli 2019 2021

Executive Summary

In terms of revenue contribution, North America continues to be the largest market for
all major IDP software providers, followed by APAC and continental Europe. Companies inthis region are progressive in the case of AI, NLP, machine learning and computer vision
adoption, thus propelling the growth of the IDP market. While enterprises of all sizes are
the leading users of IDP solutions in the U.S., adoption is growing fastest among small andmidsize firms.
Furthermore, there is a shift from standard IDP solutions to pre-built solutions for specificindustries and processes such as know your customer (KYC), claims processing and GDPR
compliance, resulting in a faster time to value and shorter deployment time. IDP adoption
is most prevalent in the banking, financial services, insurance and healthcare industries;
however, the demand for intelligent document processing has increased outside such industries such as travel, logistics, telecom and manufacturing to derive actionable insightsfrom unstructured documents. Government and other public sector organizations are also
investing in IDP solutions to reduce manual work and improve efficiency and compliance.

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ISG Provider Lens™ Quadrant Report | December 2021
Einleitung

Introduction

Definition
Simplified illustration

According to ISG Research, enterprises are improving their automation
capabilities, but many are still in the early stages of their automation
journeys. Only 7 percent have progressed into enriching their robotic

Intelligent Automation Solutions & Services 2021

process automation (RPA) with intelligent automation. While RPA canautomate simple, rules-based tasks previously performed by humans,
Intelligent Business Automation

Artificial Intelligence for IT Operation (AIOps)

it needs structured data as input and can perform only standardized
processes. Therefore, the inability to handle unstructured data, a lack of
AI capabilities and inadequate in-house skills are driving enterprise clientsIntelligent Document Processing

to look for transformational sourcing options, which include intelligent
automation.

Conversational AI

Process Discovery and Mining

Intelligent automation enables software bots to interact with unstructured
data and generally includes the following capabilities: image recognition,

Source: ISG 2021

natural language processing (NLP), cognitive reasoning and conversational
AI. Enterprise clients worldwide are focusing on building intelligent
automation capabilities into their RPA initiatives, with the growing need3
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ISG Provider Lens™ Quadrant Report | December 2021

Introduction

Definition (cont.)
Scope of the Reportto stay apace with competition with next-generation technologies. Well-orchestrated

As part of this ISG Provider Lens™ quadrant study, we are introducing the following five quadrants

intelligent automation technologies, combined with rapid improvements in task

on Intelligent Automation Solutions and Services:

discovery and process mining technologies, are enabling enterprises to automate
processes once considered un-automatable, and deliver higher productivity, reduced

The quadrant descriptions is as follows:

costs, improved data accuracy and enhanced customer experiences.

Intelligent Document Processing (IDP)

This study on Intelligent Automation Solutions and Services is aimed at understanding

This quadrant focuses on providers that offer proprietary software products or solutions forenterprise requirements and provider capabilities in meeting these demands.
The ISG Provider Lens™ study offers IT and business decision-makers the following: A differentiated positioning of providers/vendors based on competitive strengths
and portfolio attractive-ness

 A perspective on different markets, including the U.S., the U.K., the Nordics, Brazil,
and Germany
Our study serves as an important decision-making basis for positioning, key
relationships, and go-to-market considerations. ISG advisors and enterprise clients
also use information from these reports to evaluate current vendor relationships andpotential engagements.

the automated discovery, analysis and processing of documents across an organization. Morethan 80 percent of companies have realized that they cannot unlock the true value of intelligent
automation without a strong data foundation. Going beyond traditional optical character
recognition, intelligent document processing (IDP) software uses AI technologies such as NLP,
machine learning, computer vision and deep learning to filter and analyze large volumes of
unstructured data from multiple formats such as email, PDFs, Excel, Word or images for further
processing, storage and use in other applications. These tools support the digitalization of theentire document processing workflow across business processes by eliminating the touchpoints
that require manual intervention. Such IDP solutions are not only aimed at enabling companies toreduce costs, but also increase workforce productivity, improve accuracy, ensure compliance andmaximize customer satisfaction.

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Intelligent Automation –Solutions & Services
Quadrant

ISG Provider Lens™ Quadrant Report | December 2021

Section NameENTERPRISE CONTEXTIntelligent Document Processing
This report is relevant to enterprises across industries in the U.S. for evaluating
intelligent document processing (IDP) technology providers.

Who should read the report:
Line of business leaders (LOBs) should read this report to understand the relative

In this quadrant, ISG highlights the market positioning of IDP platform providers in thepositioning and capabilities of IDP providers that can assist with end-to-end intelligent

U.S. and how each provider addresses the challenges faced by enterprises. Enterprises

process automation to deliver the benefits of higher efficiency and effectiveness. The

can use the report findings to understand the market dynamics and explore newreport also highlights the technical and integration capabilities of service providers as wellcapabilities with incumbent providers. The report can also help them evaluate new

as their strategic partnerships.

providers that can support their IDP initiatives.

Digital transformation professionals should read this report to understand how

Enterprises in North America are most advanced in terms of AI, machine learning, NLP

providers of IDP solutions fit their intelligent automation-led digital transformationand computer vision adoption, thereby boosting the growth of the document analysis

initiatives and how they compare with each other.

market. They are increasingly adopting IDP solutions to cater to the rising need toprocess large volumes of semi-structured and unstructured documents with accuracy
and speed. The adoption of cloud-based IDP solutions is increasing in the U.S. andNorth America as they provide scalability, better/advanced customer experience, data
security and easy access, and increased efficiency.
Various challenges faced by the enterprises include implementation costs and restricted
IT budgets. Also, with the COVID-19 pandemic, enterprises in the U.S. find it difficult

IT and technology leaders should read this report to understand how IDP technology
providers are integrating multiple technologies into their offerings and how, subsequently,
the technical capabilities of these providers can be compared with the rest of the market.
Sourcing and vendor management professionals should read this report to have abetter understanding of the current landscape of IDP platform providers in the U.S. andtheir suitability for RFPs.

to handle their data. This has resulted in an increased adoption of IDP solutions in
the region and globally. Several organizations are using IDP solutions to digitize andautomate their business-critical information requiring subject matter expertise to
analyze and draw valuable insights.

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ISG Provider Lens™ Quadrant Report | December 2021

Managed Hosting for Midmarket

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ISG Provider Lens™ Quadrant Report | December 2021

Intelligent Document Processing

ABBYY
Overview
With headquarters in the U.S. and offices in 14 countries, ABBYY is a global digital intelligence company that empowers enterprises to gain full access and understanding of their business processes and help them accelerate
at their various stages of digital transformation. ABBYY IDP products such as Vantage, FlexiCapture, FineReader
and Mobile are used by more than 87,000 enterprises, including many Fortune 500 companies in the financial
services, insurance, transportation and logistics, healthcare, government, legal and other industries. These
products help them make intelligent business decisions.

Caution
ABBYY's client base for IDP is mainly midsize and larger enterprises with annual
revenue greater than $1 billion. It has a relatively fewer clients with less than $1
billion in annual revenue.

Strengths
Low code IDP platform with comprehensive language support: ABBYY FlexiCapture is the company's
flagship IDP software. ABBYY Vantage, the newest offering from ABBYY, is a next-generation IDP platform
with a no-code/low-code application built for the citizen developer, making it easy to train document skills
without having to be an expert in optical character recognition (OCR) and machine learning. Vantage makes
digital workers and processes smarter by delivering cognitive skills that read, understand and extract insightsfrom documents, helping enterprises accelerate digital transformation. Document processing and extraction
functions in ABBYY Vantage and FlexiCapture support more than 200 languages. The software also supports
approximately 130 languages for handwritten documents. The user interface is available in 13 languages toaddress the needs of a global market.
Production-ready solutions and pre-trained models to accelerate time to value: ABBYY Vantage provides
out-of-the-box pre-trained models for processing invoices, contracts, lease agreements, purchase orders andreceipts. This ensures less training and rapid deployment time.
U.S. case examples: ABBYY showcases several examples in the U.S., where it has helped clients from diverse
industries. For a multinational food and beverage company, ABBYY implemented FlexiCapture to eliminate thetime and labor-intensive job of manual invoice data processing and credit data entry into SAP. In its first threemonths, the solution processed more than 21,000 documents and nearly 40,000 pages in five languages without
issues. This resulted in lower error rates, reduced processing times and AP staff working far more efficiently.

2021 ISG Provider Lens™ Leader
ABBYY’s strong vision and roadmap, large
customer base and innovative technology
offerings, coupled with friendly features forbusiness users and its robust partner ecosystem,
make it a dominant player in the IDP market.

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ISG Provider Lens™ Quadrant Report | December 2021

METHODOLOGY
The research study “ISG Provider Lens™ 2021– Intelligent Automation – Solutions
and Services” analyzes the relevant software vendors/service providers in the U.S.
market, based on a multi-phased research and analysis process, and positions
these providers based on the ISG Research methodology.
The study was divided into the following steps:

1.

Definition of Intelligent Automation - Solutions and Services U.S. 2021 market.

2.

Use of questionnaire-based surveys of service providers/vendor across all
trend topics

3.

Interactive discussions with service providers/vendors on capabilities and use
cases

4.

Use of ISG’s internal databases and advisor knowledge and experience(wherever applicable)

5.

Detailed analysis and evaluation of services and service documentation
based on the facts and figures received from providers and other sources.

6.

Use of the following key evaluation criteria:− Strategy & vision− Innovation− Brand awareness and presence in the market− Sales and partner landscape− Breadth and depth of portfolio of services offered− Technology advancements

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ISG Provider Lens™ Quadrant Report | December 2021

Authors and Editors
Amar Changulani, Author
Manager and Principal Analyst

Amar Changulani is a Manager and Principal Analyst at ISG and responsible for authoring Provider Lens™ studies on Intelligent Automation and Digital Finance andAccounting Outsourcing. He covers key areas around digital transformation, business process automation, intelligent document processing, process mining and RPA.
Additionally, Amar works with enterprise clients and service providers on custom research engagements. He has also authored various provider briefing notes as well
as a research report - Enterprise Automation Capability Improves but RPA Wall Still Looms, which explores the typical automation adoption profile, the most common
obstacles, and best practices for accelerating adoption, helping enterprises understand where they are relative to others and how they can scale automation initiatives
across the business.

Mukesh Ranjan, Co-Author, Enterprise Context and Global Overview Analyst
Senior Analyst

Mukesh is a senior analyst with ISG, with key interest in market and industry research across emerging technologies. He is responsible for supporting Provider
Lens™ studies on intelligent automation, IoT and others. His areas of expertise are cloud, automation, IoT, and technology research. He is also involved in authoring
enterprise context and the global summary report with market trends and insights. Mukesh has been part of several custom research engagements in areas ofautomation, competitive intelligence, and others.

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ISG Provider Lens™ Quadrant Report | December 2021

Authors and Editors
Varsha Sengar, Co-Author, Enterprise Context and Global Overview Analyst
Senior Analyst

Varsha is a senior analyst at ISG and is responsible for supporting Provider Lens™ studies on the Intelligent Automation. She has overall 5 years of experience in the
research industry and has carried out several secondary research projects. Her areas of expertise are automation and technology research. She is responsible forauthoring the enterprise context and the global summary report, which includes market trends and insights.

Jan Erik Aase, Editor

Partner and Global Head – ISG Provider Lens/ISG Research
Mr. Aase brings extensive experience in the implementation and research of service integration and management of both IT and business processes. With over
35 years of experience, he is highly skilled at analyzing vendor governance trends and methodologies, identifying inefficiencies in current processes, and advising
the industry. Jan Erik has experience on all four sides of the sourcing and vendor governance lifecycle - as a client, an industry analyst, a service provider and anadvisor. Now as a research director, principal analyst and global head of ISG Provider Lens™, he is very well positioned to assess and report on the state of theindustry and make recommendations for both enterprises and service provider clients.

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ISG Provider Lens™ | Quadrant Report
December 2021
© 2021 Information Services Group, Inc. All Rights Reserved

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory
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