For the second consecutive year, UiPath has been named a Leader in the 2020 Gartner Magic Quadrant for Robotic Process Automation.
We’re extremely proud to have been named a Leader again in the newly released Gartner Magic Quadrant for Robotic Process Automation, as we believe it shows our commitment to helping our customers achieve success with automation. At this current moment, when embracing and scaling automation is key to improving business resilience and agility, we are seeing the importance of accelerated digital transformation.
It’s great to see this growth consistency. Although Gartner report highlighted the strengths on the integration and partner ecosystem, they also published some concerns on pricing and customer support.
Pricing: With the recent enhancements in UiPath’s product offering, its pricing evolved from a collection of products to a platform model and role-based pricing. This expansion and change added additional complexity to UiPath’s pricing. Additionally, reference customers for UiPath gave it a lower score for value for money than did those of other major RPA vendors.
Customer support: As a cautionary note to UiPath’s otherwise excellent operations and product experience, certain aspects related to customer satisfaction with UiPath have deteriorated from previous years. Reference customers of UiPath observed that UiPath’s rapid growth has resulted in it losing some of its customer touch as demonstrated by its disconnected operations and lack of coordination between software and service departments.
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