Intelligent Business Process

Automation
Why intelligent Business Process
Automation matters now
Companies strive for faster and better insights
into their operations. They need to be smarter to
compete, optimized to control operational cost,
and forward thinking to drive customer success. But
the business process management of yesterday is
not responsive enough in a disruptive market.

Intelligent Business Process Automation (iBPA) leverages

forward-thinking solutions such as artificial intelligence,
robotic automation, and cloud capabilities to improve
– Your
the Starting
effectiveness Point to
of established Digital Manufacturing
business-process Journey
management tools. As the pace of innovation and
industry disruption accelerates, businesses are turning
to process automation to ensure they can both capitalize
on data and get products and services to market quickly.
In a large enterprise ecosystem, a lack of automation
creates labor inefficiencies, and often makes the
business overly reliant on IT for many common business
requirements. iBPA helps bridge the gap between
the business and IT to enable agility and empower
transformation. Other benefits include:

• Speed: Time to capability moves from months to days

• Efficiency: Increase user productivity 20–30%
• Cost effective: Reduce operational costs by 50–80%
• Agility: Gain a competitive advantage by delivering an
optimal, seamless customer experience.

Figure 1: Process automation enables agility and an improved customer experience

Unified customer experience

Process automation
Enterprise

Enterprise
security
data

Business Workflow Robotic Dashboards Predictive Business

rules and task process and and Adaptive process
management mangement automation reports Analytics modelling

IaaS/PaaS
 iBPA success story: Cisco Systems
The situation
Cisco Systems has a wide range of underlying applications, data sources
and systems of record. The company wanted to find a better way to unify
these areas and get to market more rapidly. The business goals were to
optimize market demand for new products and services, generate more
revenue, gain a competitive advantage, and enhance the customer and
partner experience.
Industry recognition
The solution
for Cisco iBPA program Cisco partnered with Capgemini and Pegasystems to establish an
enterprise-wide iBPA and process digitization framework to help drive the
• Gartner BPM Excellence transformation and speed time to market across its:
Award (Global Service
• Selling and buying experience
Logistics Organization) • Service and consumption experience
• CIO 100 Award • Back-office support services.

(Integrated Collection The team developed an iBPA Software-as-a-Service (SaaS) platform to

Management System) help Cisco realize its vision of enterprise digitization. The entire platform
• IDG Digital Edge25 Award is hosted and runs on Cisco’s private cloud and can be extended and scaled
to meet any requests based on how many use cases run on the platform.
(TARGA Product Quality
Compliance) The results
Cisco supports more than 14 functional domains with this iBPA SaaS
• Stevie Bronze IT Team platform; this provides an architectural framework that can be applied to
of the Year (Cisco- each use case without having to start every request individually. It now has
Capgemini-Pegasystems a 24/7 view across all business lines globally to ensure 99.95% uptime.

iBPA CoE Team) Other benefits include:

• Increasing user productivity by 22%
• Reducing operational costs by 75% In key business domains
• Cisco’s Integrated Collection Management System team decreased
credit holds in duration by 6% while gaining 120,000 human capital
hours quarterly by enabling key work automation
• Transitioning inventory from new buy to repair by 15% while reducing
the number of return-material requests by 10%
• 3,200-plus regulatory standards met across more than 150 countries
• Reporting on new regulations across the global footprint.

2 Intelligent Business Process Automation

 Capgemini’s iBPA expertise for entertainment
and media customers
The Capgemini iBPA solutions team has proven experience, extensive
partnerships, a dedicated center of excellence, and a comprehensive set
of capabilities.

Successful digital transformations Comprehensive solution expertise

• Digital customer care
do not begin and end with the • Marketing and campaign management
technology, but require strategic • Digital workforce
planning, enterprise readiness, • Digital supply chain
organizational change, and a • Business process management
• Business rules management
scalable enterprise architecture • Unified user experience design
that can keep up with the • Enterprise data and information exchange
dynamic pace of business • Enterprise security
and IT evolution. Capgemini’s • Workflow and task management
• Dashboard and reports
intelligent Business Process • Predictive and adaptive analytics
Automation solutions provide • Workforce intelligence
a comprehensive framework • Robotic automation
for success for its customers
Proven partnership
in various stages of maturity Capgemini has a platinum-level partnership with Pegasystems and we are
for realizing a truly digital a consistent winner of Pega Partner Awards. Recent awards include:
enterprise.”
• 2017: Partner Excellence in Driving Growth
• 2017: Stevie Award for IT Team of the Year for the Cisco-Capgemini-
Abhijit Banerjee
Pega iBPA team
High-Tech Solutions Leader
• 2016: Partner Excellence in Driving Growth
• 2015: Sales and Business Development Partner of the Year

Global Centers of Excellence

A global team of trained specialists bring business process, design,
and process automation know-how across industries. Investments in
technology centers of excellence include dedicated process automation
R&D investments. Capgemini has delivered iBPA solutions for sales,
service, care, and other back-office services across clients and industries,
including high-tech, telecommunications, media, and entertainment.

3
 About
About
Capgemini
Capgemini
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Learn
Learnmore
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aboutususatat
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For more details contact:

Abhijit Banerjee
High-Tech Solutions Leader
abhijit.banerjee@capgemini.com

Sandipan Mukherjee
Digital BPM and Pega Practice Leader
sandipan.mukherjee@capgemini.com

The information contained in this document is proprietary.

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