Workforce engagement management (WEM) software is a collection of technologies that help manage the customer service workforce to ensure a high level of operational performance while elevating employee well-being, discretionary effort and satisfaction. The core capabilities of WEM products include: • Evaluation and improvement • Time management • Metrics and recognition (that is, performance management) • Assistance and task management • Voice of the employee (VoE) feedback • Recruitment and onboarding
Gartner defines enterprise low-code application platforms (LCAPs) as platforms for accelerated development and maintenance of applications, using model-driven tools for the entire application’s technology stack, generative AI and prebuilt component catalogs. Enterprise LCAPs target software engineering teams responsible for custom application development and maintenance. Enterprise LCAP features include support for the collaborative development of all application components; runtime environments for high performance, availability and scalability of applications; application deployment and monitoring with detailed usage insights. Enterprise LCAP platforms feature governance controls and success management through self-service capabilities and APIs, developer documentation and training, and service-level agreements for platform operations. Enterprise LCAPs provide the foundation for developing a wide range of application types and application components, including complex front ends, business process automation and distributed data sources.
Gartner defines robotic process automation (RPA) as the software to automate tasks within business and IT processes via software scripts that emulate human interaction with the application UI. RPA enables a manual task to be recorded or programmed into a software script, which users can develop by programming, or by using the RPA platform’s low-code and no-code GUIs. This script can then be deployed and executed into different runtimes. The runtime executable of the deployed script is referred to as a bot, or robot. RPA is used across numerous business functions for tactical task automation. Business and IT users can leverage RPA to: Move data in or out of application systems without human interaction (unattended automation). Scripts are designed to replicate the actions of a human interacting with those systems or documents, which usually do not have available APIs. The goal is to automate and complete a task successfully without human intervention. Typically, unattended automation is triggered by a system and bots executed on a server. Automate tasks with a human in the loop (attended automation). RPA can extract information from systems and related documents, shaping it and preparing it for consumption by a human at the point of need. Typically, attended automation is triggered by a human and bots executed on a local device.