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Best of Process Automation Software 2021

January 6th, 2021 12 min read

Process Automation Software streamlines business applications by integrating loosely coupled, long-running, heterogeneous business processes, and systems into a seamless and largely automated transaction. This often occurs either within or between businesses with minimal use of coding, through a unified management console overseeing the entire workflow.

This year, TrustRadius is awarding the best in customer support, feature set, and usability among some of the most common categories of Best of Process Automation in use today.

The Best of Process Automation winners are: 

Best Feature Set – Low-Code Development

  • UiPath Process Mining (formerly ProcessGold), 1st Place

Best Customer Support – Process Mining

  • UiPath Process Mining (formerly ProcessGold), 1st Place

Best Customer Support – Robotic Process Automation

  • UiPath Enterprise RPA Platform, 1st Place

Best Feature Set – Robotic Process Automation

  • UiPath Enterprise RPA Platform, 1st Place

Best Customer Support – Workload Automation

  • cPanel, 1st Place

Best Feature Set – Workload Automation

  • cPanel, 1st Place

Best Process Mining Customer Support

Process mining is related to BPM planning, and involves searching data logs generated by enterprise applications for potential sources of process improvement via automation. Customer support would be key in this area in order to allow process to flow smoothly and successfully. Below are the awards for Best in Customer Support for Process Mining.

UiPath Process Mining (formerly ProcessGold), 1st Place

Customer Support Score: 8.1

Customers praised the knowledge and availability of the product’s support, as well as their in-depth explanations and approaches towards any issue presented.

“UiPath provides us 24/7 support, and they are really efficient and hard workers. When we need any documentation they are always there to help and provide us a better approach to do any task. They have expert skills and a friendly attitude.”

  • Muhammad J., Business Technology Analyst | Coca-Cola İçecek Food & Beverages, 1001-5000 employees

Best Low Code Development Feature Set

Having a robust feature set is paramount to the success of any business software, and Low-Code Development is no exception. While building apps with minimal code makes it important for vendors to provide a myriad of options. Below is why our Best Of Award winner for Feature Set in the Low-Code Development space wins.

UiPath Process Mining (formerly ProcessGold), 1st Place

Visualization and mining capabilities were just a few of the things customers lauded when it came to UiPath–Indeed, the software received high regards for its rich feature sets, earning it the 1st place award. It is a robust tool, that can really help transform a developer’s daily workflow to free up time and focus on more creative tasks.

“The reporting features of ProcessGold are great. Data mining and visualization provide extensive visibility and understanding of business operations.”

  • Tamás S., Test Automation Engineer | EPAM SystemsInformation Technology & Services, 10,001+ employees

Best Robotic Process Automation Customer Support

Robotic Process Automation (RPA) Software supports business process optimization through the automation of existing repetitive tasks in a workflow. One example of RPA is the customer service chatbot that greets potential customers landing on your company webpage. With that in mind, operators would expect a similar degree of excellence among vendor support for these platforms. Below are the awards for Best in Customer Service for Robotic Process Automation.

UiPath Enterprise RPA Platform, 1st Place

Customer Support Score: 8.5

Prompt and cordial assistance is the name of the game with UiPath, and in addition to its excellent live support, customers sang praises of the extensive tutorials available for self-training.

“UiPath RPA has great customer support and they are always available to help you to get familiar with the tool or resolve your queries and issues in a very friendly manner. Furthermore, UiPath provides extensive tutorials and guides for consumers which makes it a lot easier to understand it’s processes and integration with your current software.”

  • Rashid H., Assistant Manager (Technical/CW) | UfoneTelecommunications, 10,001+ employees

Best Robotic Process Automation Feature Set

RPA implementation provides fully reproducible and error-free execution of structured business processes by bots. It frees up your labor force from boring, repetitive tasks, maximizing productivity by enabling workers to focus on higher-value activities.To maximize these efficiencies, it is crucial for software to include a broad range of features in order to best capitalize on their advantages. Below are the awards for Best Feature Set among Robotic Process Automation software.

UiPath Enterprise RPA Platform, 1st Place

UiPath’s enterprise version was noted for its ability to handle large volumes, as well as its ability to handle a variety of manual automation tasks.

“Any rule-based process with high Volume, AHT, Standardization, high manual effort is well suited for UiPath. However, the enterprise version allows us to deploy numerous BOTs for enterprise-level implementation. So, finding processes with high volume and AHT is very important.”

  • Partha P., Domain Consultant | InfosysInformation Technology & Services, 10,001+ employees

Best Workload Automation Customer Support

Workload Automation software provides IT administrators with a single enterprise-wide view of workload requirements across the enterprise. This enterprise-wide view allows administrators to plan for business events like marketing promotions that might otherwise overwhelm IT system resources. As such undertakings continue to increase in technical complexity, it is crucial for vendors to offer the support needed by their customers across these platforms. Below are the awards for Best in Customer Support across Workload Automation.

cPanel, 1st Place

Customer Support Score: 8.8

cPanel’s support community was lauded for its extensive backlog of information which covers just about any topic one might encounter. Their live help was also praised for their prompt and comprehensive services.

“The documentation available for all cPanel features and functionality is vast, comprehensive, and covers all the basics required to manage the web site hosting environment. User support forums are very helpful, and are packed with years of content and comments answering any questions or answers I have ever had. When needed, direct customer support has been quick and efficient.”

  • Jim N., Tripawds Network Admin | Agreda CommunicationsInternet, 1-10 employees

Best Workload Automation Feature Set

Workload automation tools are capable of handling event-based scheduling and resource management across a complex amalgam of applications, databases and architectures, both physical and virtual. This broad range of applications would indeed require a robust feature set to support any and all customer needs. Below are the awards for Best Feature Set in Workload Automation.

cPanel, 1st Place

cPannel’s comprehensive functionality in the web hosting space was something customers held in high regards. With the ability to handle everything from databases to email and transfers, cPannel was a reliable solution for many customers.

“Web hosting is definitely the strongest area that cPanel focuses on. They do this well and any aspects relating (FTP, MySQL, Emails, etc) are reliable. WHM itself is also very reliable and doesn’t require much maintenance ensuring the customer experience is second to none.”

  • Ben N., System Administrator | MCT SolutionsComputer & Network Security, 1-10 employees

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